Complaints

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

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• 

  Lufthansa German Airlines

  1640 Hempstead Turnpike East Meadow, NY 11554-1040

• 

  Lufthansa Airlines

  5721 West Imperial Highway Los Angeles, CA 90045

• 

  Lufthansa German Airlines

  17801 International Blvd Rm M6014 Seatac, WA 98158-1202

• 

  Lufthansa Airlines

  5230 Pacific Concourse Los Angeles, CA 90045

• 

  Lufthansa Airlines

  P.O. Box 946 Santa Clarita, CA 91380

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.

• Initial Complaint

  Date:08/09/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 went on a trip to ****** back in the month of May for school, and the airline lost my luggage. My trip was almost a month long trip and I had all of my personal things in my luggage. When I arrived to ********, no one could help me they had me file a report and I had to wait til my luggage was found. Due to my luggage being lost I had to buy new clothes that I could use while I was in ****** and the airline was supposed to compensate me not only for my lost luggage but for any expenses on clothes that I had to spend. It is now August and it has been over 4 months and no one from the airline has responded to my emails, my phone calls, or compensated me whatsoever. They owe me about $1700-$2000 and have not done so or even attempted to help me in any way. As a young mom, a full time college student, and someone who works very hard this situation impacted my life in a big way because of the financials. I have reported to the **** to the airline, their website and social media, and have sent as many emails as I possibly could to anyone who can help and still have not heard anything or have been helped.

  Customer Answer

  Date: 09/03/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
  
  Sincerely,
  
  *******************************
  

• Initial Complaint

  Date:08/09/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  In late June 2022, I was part of a travel group that flew from *** to ****** ****** for a two week vacation. We were booked on Lufthansa airlines to go from *** to ****** then ****** to ******. There were a handful of issues that caused delays and cancellations with the airline. A bomb threat at *** on 6/22 resulted in delayed departure which caused us to miss our connecting flight to Athens in ******. The airline accommodated us by putting us in a hotel overnight and placed us on a departing flight the next day. Upon arrival the next day to catch the flight, the airline went on strike. It took a few days to get out of Germany on another airline.For the duration of my vacation, due to the strike I did not receive my checked luggage. I had to buy clothing, under garments, and toiletries to make it through the trip. My luggage was not returned to me until several days after I returned to *****************. I filed a claim with the airlines customer relations ******************** as instructed via email. To this day I have not received any response in communication. When I call on the phone I'm told that I have to go through customer relations and they only have an email address. I expect to be reimbursed for the clothing and toiletries that I had to purchase but the airline is not cooperating and will not respond to any communications that I've sent. Hopefully the BBB can assist with getting some correspondence. I've been at it for weeks and am doing this as I'm exhausting all of my options at this point.Thank you in advance for your assistance. I am extremely disappointed in this airlines actions or lack there of.

• Initial Complaint

  Date:08/09/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Ive purchased a ticket on 7/12/21 to fly to Germany on 9/1/21. Due to Covid restrictions i didnt get to go but my ticket allowed me to rebook one time. The airline didnt reissue a voucher but requires me to call in to rebook. Ive called them every month to ensure I didnt miss the expiration date. I was told that I have until the end of the year but when I called at the beginning of august I was told that the ticket is expediting at the end of August. I rearranged my work scheduled and booked for 8/10/22. I received a confirmation email but no boarding passes. Ive called every day for 10 days and every time Im told Ill get them within 24 hours. Today however ** told that the ti let expired and there is nothing they can do. They wont refund, rebook or help. They redirected me to customer service but they havent answered my email. Essentially they robbed my money, have no customer service since they do not answer their calls or emails and Im supposed to be ok with that. Im asking to get the tickets for my upcoming flight on Wednesday. Please help!

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 flight on Lufthansa airline from ******, ***** to *********, Germany; this was a connecting flight with final destination to *************, ******. one day before of the departing date I received an email and a text message from Lufthansa saying that my flight was canceled, with no more information. I called to the help center with no response, the help center never took my call, the online service didn't help either the last resource I used was going personally to the airport to find resolution to my canceled flight and didn't have anyone on the help desk. they didn't re-route my flight, they didn't reimburse me, I did not received any help or information. I called the other connecting flight airline and they told me that I had to find my way to Germany because they didn't have any responsibility for Lufthansa, I couldn't find any flight that could get me on time to Germany to take my connecting flight to ******. after all I was told that Lufthansa was going through an employee strike and that many travelers were going through the same situation and all flights were sold out. as a result of this cancelation I lost my flight to ****** as well, I was literally stuck in Venice with no one to help me, I had to stay one more night in ******, pay for hotel, for taxis, and I had to buy a hole new flight to ******, this new flight cost me ***** dollars , this was the only way that I had to be able to go home. after I got home I started the claim process through the airline and they don't give answers either. they ruin my vacation, they made go through a nightmare in an unknown country with no one to help and now they are not holding responsibility of anything that they did.

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Hello! I called Lufthansa customer service to get help to rebook my flight and my mother flight from ******* to ****** which is on 08/16/2022 and we were trying to see if we can move it to 08/13/2022. so I called and I talked to a lady and she told us that she can move our flights however I have to pay $95 and my mother has to pay $150 to rebook our flights however the call disconnected and I did not get a call back so I called again and I spoke to another agent and she said we need to pay $475 each to rebook our flight on date so I said no and I asked for a supervisor however the second agent hang up on me as well. I called again and I requested for a supervisor and after 45min being on hold a supervisor by the name of **** talked to me and she said she can see the first agent offered us $95 and $150 rate however she can not honor offer but she said she does show that the first agent offered me that rate. This is the second worst experience your airline caused for our company and its not cool. I manage a call center for a billion dollar company is US and I know by fact that if you hang up on a customer you will be penalties $1500 every time the reps hang up on a customer. also if an offer was presented to the customer and its justify through the notes on the account then that offer should be honor to keep the customer satisfied. I would like someone contact me as soon as possible at least in ***** hours before. My number is ************ - *********************************

  Customer Answer

  Date: 09/02/2022

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

   

  Lufthansa to cancelled my flight on 09/01/2022 as well as other 800 flights due to pilots' strike and made me loose my client which I had a in person meeting with on 09/02/2022 in ******* and that caused me to lose 15k for my business. This is really frustrating and I need help as soon as possible and I'm looking for compensation for all the inconvenience Lufthansa caused since day one I booked my ticket in early august 2022. 

  
  
  Sincerely,
  
  *********************************

  
  

• Initial Complaint

  Date:08/05/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 very upset at the bad customer service and response of this business. I traveled back to ****** in April 2022 and got delayed at the airport in Germany. As soon as the plane landed in ******, I missed my flight back to *********. The airline promised me and other passengers who were stranded, that we would be reimbursed for expenses while in ****** in exchange for the missed flight.When I finally arrived *********, I sent receipts which Included my hotel stay and meals for over 24 hours. The customer service email was very slow and they did not respond for 4 months until the end of July. They said the funds would be deposited into my account and they needed my account details without disclosing the amount. I gave them my bank details and waited about a week and a half before they responded with the amount of close to $141 dollars. I paid well over $611 and they only reimbursed a third of that??? I reached out and they are not responding again. I am so upset and I want my money reimbursed as promised for the remaining $411. I am planning on filing a class action lawsuit on this because the inconvenience this has caused us really costly.Thank you.

  Customer Answer

  Date: 08/29/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Arrived to the airport for our international flight to find out that we dont actually have tickets despite the fact that ticket numbers and itinerary were linked to our confirmation code and despite the fact that I received a confirmation email from lufthansa. We just lost a bunch of money on accommodations and the flights and have taken time off work for this trip to see our best friends get married.

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Here's our latest correspondence to them below. We reserved seats and paid for extra legroom as well which we did not get. The ** that they used to track the ticket / correspondence is FB ** ******** . Thank you."Dear Lufthansa German Airlines,Let me make sure you understand the situation. We purchased 8 seats for flights UA **** and LH ****. You (Lufthansa) canceled those two flights. So these 8 seats were a service we purchased from you for a service you never delivered because those flights were canceled. You now have hundreds of dollars of our money and gave us nothing for it.Lufthansa then got us two new flights UA556 and UA964 for which we then had to purchase another 8 seats. These two flights actually happened and we used the seats we purchased. We are not asking for a refund for the seats we actually used in these two flights (UA556 and UA964). We are asking for a refund for the 8 seats purchased for the two flights that never happened (flights UA **** and LH ****).Please reconsider your decision and refund us for the services you never delivered to us.Sincerely,***********************"

  Customer Answer

  Date: 08/28/2022

  At this time, I have been contacted directly by Lufthansa German Airlines regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   They only sent an autoreply saying that we already travelled and that they were rejecting our refund request.  They did not look into the details that we sent them though.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Customer Answer

  Date: 09/20/2022

  At this time, I have been contacted directly by Lufthansa German Airlines regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

   no change since last time you asked

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 from *** to ****** on May 7th, through Ord and VIE.The flight from VIE to ****** was changed just before my trip started and caused my 5:45min connection to 11:20 lay over without providing and compensation. The staff refused to provide any meals or hotel compensations. Staff refused to provide their name and the manger became busy and was not able to come to talk to us. I had purchased an upgraded business class ticket with flatten to bed seat. The plane did not have such seats. All seats were just normal seats.My luggage was not delivered and given to Lufthansa to take to ********* and deliver to me 3 days later. I was without my personal items, clothing and everything I needed during that time and had to purchase some items.I had purchased a ticket to arrive in ****** 8:50PM to pick up my luggage and go about my business but because of your action I did not get out of the airport until 5:00AM next day after the delay and spending time to file for lost luggage. My ride and I had to cancel all our plans and work for that day. On return, again, my luggage were not at the airport and was delivered to me few days later and they were broken and items missing from it in CMH I am requesting full refund for my ticket plus compensation for change/delay that the airline caused without any compensation, not providing the Business class that they offered (falls advertising), late delivery of luggage, missing items from the luggage, broken luggage and the problems your airline has caused me. Thank you

  Customer Answer

  Date: 08/29/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 booked a flight ($1153.85) with Lufthansa through Travelocity to ********* in 2021. In October 2021, I noticed (I received no notice from Travelocity or Lufthansa) that Lufthansa had rebooked impossible flights- ********* to ******. ********* to the States. No connection from ****** to *********. I called Lufthansa. Lufthansa told me to call Travelocity. Sure enough they were not able to find a suitable alternative and canceled my booking on 10/25 and i was told to expect a refund to the card i used and that it may take **** weeks. I waited. Months go by. I finally contact Travelocity again and they tell me it is not their problem. They sent the cancellation to Lufthansa and it's Lufthansa's responsibility to refund me. I was never given any form of flight voucher or any correspondence of passing the refund off to lufthansa. I call Lufthansa. After going through a couple reps that attempt to rebuff me, one finally tells me she can't do anything because my request is still in the queue. For 10 months! I'm told to email two other addresses. I do. One bounces back as an invalid email. The other sends me a link i can't access. I cannot get ahold of a human that can tell me where my money is. Airline confirmation number: ****** Ticket Number: ****** ************************* - ************* Internal (to *********************** case number: S#******** customer: ***************************

  Customer Answer

  Date: 08/28/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
  
  Sincerely,
  
  *************************