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Business Profile

Airlines

Lufthansa German Airlines

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Lufthansa German Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 904 total complaints in the last 3 years.
    • 167 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/17/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a flight to ****** from *********** on June 18th. That was my first visit in 5 years my whole family is there. The ticket was handled by Lufthansa but operated by United Airlines. Apparently, the ticket was changed 9 times. When I went to the airport (2.5 hours ago) for my first flight, ** could not find my name on the flight, because Lufthansa put me on a nonexistent flight (** ****). Since I missed my first flight, I could not go to ******. I had a hotel in ****** but they did not cancel my hotel last minute, I lost money from there too. Lufthansa made me pay more than 1000$ to reschedule the flight for the following Tuesday. I lost my paid leave hours as well (Monday), and it caused me severe mental distress aside from money. I would like to claim a complaint and make them refund me for the extra ticket they made me buy. I am attaching the original itinerary, in which you will see the handwriting of the ** kiosk manager. She explained to me that Lufthansa put me on a nonexistent flight (** ****) where I was supposed to be on ** **** (Actually, that can be the opposite, I cannot recall which one was the correct one and which one was the non-existent one, but regardless I was on a non-existent flight). I am also attaching some emails I received from Expedia to show multiple changes to the ticket (Lufthansa denies that). I am also attaching the last two tickets so that you can see how ** flight numbers mysteriously changed. Again, when I was at the kiosk, ** manager told me I was put on a non-existent flight. she also told me that the one leaving *********** is already over-booked. I am also attaching my complaint to *******************************. They contacted both Lufthansa and **. At least ** gave me some credit (200$ worth of ticket) but Lufthansa denies wrongdoing. I am attaching their reply as well. I disputed the charge via my bank, but they are talking to Lufthansa and Lufthansa does not accept their fault. I need Lufthansa to pay me back my money.

    • Initial Complaint

      Date:08/16/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They have refunded us the wrong amount. I have tried reaching out to them a couple of times. They do not have any customer service representatives who answers calls and I have tried reaching out to them via e-mail several times and it has been months but we have not received a response since. They owe us $122.69 per ticket which brings it to a total of $368.07. Below are screenshots of the refund they issued.

      Customer Answer

      Date: 09/10/2022

      Better Business Bureau:

      At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.

      Sincerely,

      ********* ******

    • Initial Complaint

      Date:08/16/2022

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I left my purse on the airplane with all of my travel documents. No one at Lufthansa ***************** would call the gate agent to get my bag. I was stuck in Germany for 3 days and had to purchase hotel and new tickets to our final destination totaling well over $2000. I purchased confirmed airline tickets with Lufthansa. They cancelled our reservation while in Europe and we had to purchase new tickets to get home. They charged me for an upgrade service for my daughter that we never received. Our baggage coming home was lost for 15 days.

    • Initial Complaint

      Date:08/16/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      March 6th ****** tickets round trips from ************* airport to *****, ******* airport.Lufthansa booking code: ****** Because of 2 hours delay in *************, we missed our flight to ***** from our transit stop (*********, Germany). We got stuck there. Story short, we arrived to ***** after 17 hours delay total. Contacted Lufthansa by email and phone to get a refund of 600euros X3=**** euros but did not get any response. As we went through Europe, Lufthansa is supposed to enforce the European regulation and refund the amount of **** euros. Here is the Feedback ID ******** that they gave me when I filed my claim with them.

    • Initial Complaint

      Date:08/16/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased 2 roundtrip tickets from *****, ******** to ******* *******. Booking number ******. A few days before my return flight to *****, ********, I logged into Lufthansa.com to review my itinerary and I saw an alert that said there had been a change to my flight. It told me that if this change did not work for me, I could cancel the booking. This flight change did not work for me because I would not have had time to make one of my connecting flights, so I opted to cancel the booking and re-book. I tried contacting the Lufthansa customer service call center; however, their phone lines were busy for multiple days. I elected the option given to me to cancel the booking online and purchase a new ticket. I contacted ******** regarding the refund owed to me for the canceled booking and was told I had already received a refund of $44. This did not make sense because my ticket price was much higher than $44. After further investigation, I was told this was a mistake on their part and they would need to manually process my refund (which should have been roughly around $500) I was told to expect the refund no later than the first week of August. The flight was canceled on June 3rd so I have already been waiting for 10 weeks for my refund. I still have not received my refund and it is August 13th

      Customer Answer

      Date: 09/10/2022

      Better Business Bureau:

      At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.

      Sincerely,

      ***********************

    • Initial Complaint

      Date:08/12/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a ticket and travelled with united from *** to ALG, when checked my Luggage I paid UNITED AIRLINES $1400, the luggage is lost. I file claim with Lufthansa as it was the delivering airline to my final destination. My luggage is lost and not found till today and this has resulted in the following:1- Missed a flight from ALG to ORN final destination which was not reimbursed .2- Lost luggage contains items for defending my PhD thesis scheduled on June 26th great event in my life, which was rescheduled.3-Hassle and not enjoying my vacation.I filed claim with Lufthansa FB ID ******** and ******************************* DOT ************ since June 29, no response till today Please help me

      Customer Answer

      Date: 09/06/2022

      Better Business Bureau:

      At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.

      Sincerely,

      ****** ******

    • Initial Complaint

      Date:08/12/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      6/11/22 purchase date, Lufthansa Tickets for $7,771.60, on 6/12/22 from AMM to FRA, FRA to ***, then return 8/15/22 *** to ***, 8/26/22 *** to AMM Flights for 5 travelers, two adults and three children. We mistakenly booked the wrong date for the flights from AMM to ***, and when contacting customer service they told us we were within the 24 hour grace ****** and that if we cancelled our trip and rebooked for the correct dates we would receive a full refund. This did not happen, as we only received $1082.40 back from Lufthansa. We did not receive a confirmation email for the refund even though we asked, and also did not receive the whole refund. We were told by a later customer service agent we would have our audio file reviewed and the case looked at again by the "relevant department". We were promised an agent would contact us again that day, but we never received a call back. We now only have an email to contact, and they keep telling us to wait, they have a high case volume. They keep telling us that they will follow through, but we have yet to see that happen. I'm sending a letter to their office, the ***** of *************** and you, to state our case and hopefully get this resolved.We are US citizens. We made the purchase from ******* but handled the customer service calls through the US customer service agencies. (Ticket receipt reflects prices in JOD, the price listed above is what it showed in USD on our bank statement)

      Customer Answer

      Date: 09/06/2022

      Better Business Bureau:

      At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.

      Sincerely,

      *********************

    • Initial Complaint

      Date:08/10/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am on a vacation from ****, with my husband and 2 kids. As I was leaving to the airport yesterday August 9th to Flight to **** ******* from ******, **, our connecting flight got canceled by Lufthansa, since their pilots are on strike, and when I proceeded to try to make other arrangements I was mistreated and peer pressured into either accepting horrible flight options with long layovers or overnight without reimbursement or getting a refund. After hours, I was then rebooked automatically into a worse flight with longer connections from ****** to *********, to ****, tired of fighting we bourded the plane to ********* and when arrived in the gate of our connecting flight to ****, we were told our connection flights got canceled, leaving us stranded in a different country with our kids. We called the airline, they did not have options of flights again, over hours on the phone and we were rebooked for the next day August 11th having to pay for accommodations from our pocket, after almost 24 hours of travel we accepted the next day flight and was given a phone number and email to contact for reimbursement from Lufthansa. The phone number does not work (***********) and I sent an email without any return. I would like to know my rights and get reimbursed for all my expenses and time spent on all this when none of the circumstances were our fault.Please advise on the best case.Thank you in advance.*****

      Customer Answer

      Date: 09/04/2022

      Better Business Bureau:

      At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.

      Sincerely,

      *****************************

    • Initial Complaint

      Date:08/10/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased 2 tickets with Lufthanza airline on 06/22/22. ****** to ******* LHLufthansa LH **** Airline reference ******* 09:50 Tue, 5 ********* (******), *********************************************************** (***)11:35 Tue, 5 JulFrankfurt (Germany), *********************** (***)(Feedback ID ****************** cancelled our tickets on 06/30/22. We had to buy different tickets. Lufthaza still has not returned money, it has been 2 months and 10 days.I was a purchaser of tickets (I sponsored a ********* war refugee family) and below is the information on the passengers (refugees):Passengers ******* * ******* **** Ticket ************* ************* Seat reservation ************* ****** / ********* (child, Date of birth: 26???11)Ticket ************* Seat reservation *************

      Customer Answer

      Date: 09/07/2022

      Better Business Bureau:

      At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.

      Sincerely,

      *******************************

    • Initial Complaint

      Date:08/10/2022

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We have received truly bad service from Lufthansa Airline regarding a missing bag. I'm emailing because our baggage has been delayed for several days and the communication we've received from Lufthansa has been very poor. Here are the facts:We left IST on August 5, 2022 on ******* Airlines TK **** into ******. I should point out that we travelled across ****** on ******* Airlines with much shorter transit periods and never had any issue with our baggage.We checked in 5 bags. We took ** **** on August 5, 2022 from ****** into ***. 4 bags arrived, one did not: ********After waiting at baggage claim, we finally spoke with a Lufthansa representative at *** who said that our bag was delayed and that this has been happening a lot as Lufthansa is simply not loading bags. I should point out that we had over 3 hours at **************.We entered our information into the ** baggage website, and received the below message, which indicates that the baggage has been located and that it was checked into ********* on August 6. This seems quite silly, as rather than simply sending the bag on the next flight from ******, ** sent the bag to a larger airport and introduced more complexity into the issue. According to our Apple air tag, the bag is still in ****** and the latest information is that the bag has NOT been checked into the flight from *****************.We were told that the bag would be on the next flight to ***, which is obviously not the case. In addition, I have spoken to two ** representatives, one in Germany and one in the USA, who both gave me incorrect phone numbers. One gave me ************* - the man I spoke to said that he has no idea why ** keeps giving out this number - the other ************** which appears to be a utility service.We totally understand that bags got lost, and that this is one aspect of modern travel. But the poor communication and service we've received from ** is really dismaying. We expected more from ** given its reputation.

    Lufthansa German Airlines is NOT a BBB Accredited Business.

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