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

  P.O. Box 946 Santa Clarita, CA 91380

• 

  Lufthansa Airlines

  5230 Pacific Concourse Los Angeles, CA 90045

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:08/03/2022

  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.

  Booked flights w/ Lufthansa to ***-***** *******-*** w/ overnight stop in ****** on way home. Flight was cancelled to Split on arrival into ******. Stood in line for 10 1/2 hours w/ 3 Lufthansa employees working help desk to rebook literally 100's of people. They left at 11:30pm and slept on the floor at **************. Next day got to help desk, booked new flight (re-routed to *****) We missed first night in ******* and also missed our departure on private chartered yacht. They lost 3 checked in bags for 5-7 days (I paid $210 for the 3 bags for check in). Bought new clothes etc our items were lost. This is good part of trip. Checked bookings 4 days prior to departure (from *********) app said flights were cancelled. We (5 of us) were rebooked flying through ********* but did not have flight booked ********* to ***. Never received email alerting us. Spend 4 days trying over to get help on the phone, chat, emails, submitting complaints online to the customer service portal and could not get through. I have MANY phone records. Many receipts which I will attach. Only time that we got through to live person was night before departure home. The agent said WE cancelled flights home, which was completely untrue. He argued with us and literally laughed at us and kept saying it was OUR fault. We said my daughter has type-1 diabetes and we had very limited insulin left and HAD to to get home. He laughed and hung up on us. We then checked their app and our booking records had been deleted. The morning of our flight home to ***, I was notified by my sister (she had earlier flight) that her husband's record had been deleted and he had to purchase new ticket home for $5000 (only business class available). I had to book new one way flights home with KLM for $10666 for 5. Lost hotel $ flight$. They were absolutely no help. Have tried many times to get ticket refunds and I believe I should not have had to pay tickets to KLM, lost hotels costs, add'l hotel costs

  Customer Answer

  Date: 08/27/2022

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

• Initial Complaint

  Date:08/02/2022

  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 received the attached email from Lufthansa *screenshots , which told me that my flight from Male to ********* had changed from 10 40 am to 1 40 am as well as other changes. Because of this I selected the option and clicked to receive a full refund, which also was eligible for my nonrefundable ticket as the times were changed by the airline. I did not wish to cancel my ticket, but to arrange for a refund or a rebooking so I could fly at an acceptable time. July 21 I only received $150 (taxes and fees only) back on my credit card, which is unacceptable. The flight was over $1400 dollars and I want a refund or to be able to have a voucher for a future flight, or to be rebooked onto my flight (Booking Code: ******) if there has been an error. The email was confusing, and an option should be given to rebook if a refund is not possible. I have called customer service over 6 times and emailed ******************************************* 4 times and no-one has responded to my request. Lufthansa also is refusing to give me a receipt for my ticket as I've requested with the amount I paid for the unused ticket. The false email they sent notifying me of a "receipt" simply mentions to log on to the website for the document, which upon taking that action it is revealed the document isn't available. Lufthansa's customer service is rude and unprofessional, one rep told me it was my own fault and that they couldn't help me, then placed me on hold for 40 minutes then disconnected the call.

  Customer Answer

  Date: 08/27/2022

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

• Initial Complaint

  Date:08/02/2022

  Type:Delivery 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 flew with Lufthansa on July 7 2022 from IST to *** via FRA with a business class flight. Upon landing, I received a text that my baggage is delayed. I have filed a delayed baggage report on arrival. As of today, I have no updates from Lufthansa on the location of my bag. I was returning from a month long vacation and had almost all of my essential clothing/toiletry in that bag. Lufthansa have not responded to several of my emails to customer care about compensation for delayed baggage. I also don't know if my bag is lost or will be found at some point. I would like : 1- Lufthansa to prioritize searching for my bag and give me an update on the bag and deliver it to my address. 2-Lufthansa to compensate me for all essential items I had purchased in the 3 weeks I have been waiting for the bag. Baggage tag numbers : **********

• Initial Complaint

  Date:08/02/2022

  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 got 4 tickets from Lufthansa on Feb 2021. we were supposed to Flight from ******* to *** in August 2022. when i got the tickets they were no flight restriction do to covid at that moment. In ********** were suppose to come my father was not allow to board the plane because he had a connection thru Germany which at that time *** was not receiving visitors (my father) that transit or come from Germany. they couldn't accommodate him to a different route. i ask for a refund but i was refused and they promise me a credit that i have to use whit an year since the boarding date. i got my father a different ticket whit a different airline and he came to ***. i call a couple times to check and tried to rescheduled his thicket. they reschedule one time but has wrong they put the departure date before the return. i call back and they cancel the ticket and told me that they can't book a flight all the way in 2023 and to call back when in closer to August on 2022. meanwhile i send 2 request to ask for a refund . none of those request were answered. eventually i give up and decided to get him a flight. When i call i had the nasty surprise and the representative told me that the ticket doesn't exist any more and will not honored what i was promise. i call 4 times ask for a supervisor and every time they told me that they will not transfer me or hang up on me. It was not my father fault that he couldn't board the plane i can't believe that they are trying to scam me . my father name is ******************* and his confirmation flight was MPP6S4. *****/**** MRS ****** number: ************* PLEASE HELP. I don't know what to do they keep postpone me until they make it disappear.

  Customer Answer

  Date: 08/26/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
  i'm keep trying to rezolve but every representative is giving me different information which still result in nothing . send emails to the company again and even i been told to send to SWISS.
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:08/02/2022

  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.

  My original trip planned for 6/20/22 had to be rescheduled due to a passport issue. I paid $2944.40 in rebooking fees for these changes, even thought there was no fare difference. Upon getting ready for our trip we had not received confirmation for the ticket for our daughter *********, and when we called customer service to inquire on 7/18/22, we were told we had not paid the rebooking fee for our daughter's ticket and were forced to pay another $676.10 even though we had documented the payment via credit card. When it was time for our trip on 7/29/22, we arrived at the airport 3 hours before our flight and spent 3 hours at the check in desk because the agents at the airport said there was no ticket associated with my son's reservation, even though we had received via email on 6/22/22 a confirmed ticket number on his reservation. The agents were on hold with their own customer service line for over an hour and your people were unable to fix the issue. We missed our flight and the agents at the airport said there was nothing they could do to help us, and that we had to call customer service to try to rebook our flights. When finally speaking to customer service, they informed us that we would have to pay $1081 to rebook our flights, but that our son's reservation only showed return flights from our destination, and that it showed there were no departing flights booked. He told us there was nothing he could do to help us fix the issue and that we had to speak to an agent at the airport, who in turn told us they could not help us. This is incompetence at its extreme and borderline criminal behavior. In total we have spent $13,154.95 on tickets and change fees for the trip and we were never able to fly because no one was able to help us resolve the issues that were created by their own systems. I demand that all of our money be returned as they have not only breached the contract, but have also put us through significant hardship and stress.

  Customer Answer

  Date: 08/26/2022

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

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 did not know which Lufthansa business address to choose, so I just picked the first one.I flew with Lufthansa from *********, ** to ******, Germany in early May. They lost my luggage immediately, but that has since been returned. On June 17, 2022, Lufthansa approved a ****** EUR reimbursement for items purchased during my travel. They asked for my banking information and said that the wire transfer would begin once they receive my bank and routing number. I sent that to them on June 17, 2022. I followed up on June 21, 2022 to confirm they received the banking info. I received a reply confirming on June 21, 2022. I have followed up many times since via email, phone (Germany and **). The person has not replied via email since June 21, 2022. No one can help me via phone. See info below that *** be helpful. I also have all email communications.I also received a separate email thread with an attachment of reimbursement meant for another customer, and I never received a reply about that.I will add relevant booking codes, reference IDs for reimbursement, etc on one of the attachments.

  Customer Answer

  Date: 08/26/2022

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

  Aee attached email chain. Lufthansa did reach out to me to tell me that cannot do anything to resolve this because they don't have a Property Irregularity Report in their system that matches the code I gave them. I explained that I told Lufthansa long ago that I could no longer access the Property Irregularity Report when I checked the status of my claim. But as you can see from the attachment, I did provide the report that were referencing, and no replies since then. What else can be done? Do you have the ability to reach out to them again?

   

    

   

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 10/13/2022

  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]

  I have had no further communication with the company since the single time they reached out to me telling me that they cannot help with my reimbursement. Did you receive my last message with attachments showing that correspondence? I had asked if you could reach out to them again, since it seems like it worked last time you reached out to them..although it has not been resolved.

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:08/01/2022

  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.

  Lufthansa misplaced my bag 4.5 weeks ago . Apparently, they have it at ***** airport, but there has been no effective action to get it back to me. With 1-3 hour wait times on the phone and emails to their customer service representatives that go unanswered, I am a very disgruntled customer: With 1-3 hour wait times, I've called this number 7 times over the past month to get updates. The customer relations department only works through email and their online portal. I filed a lost bag claim as soon as they sent me an email that my bag didn't get on the plane from ********* to ***** on June 25. I've been told multiple times that the bag was placed on another flight on June 26 to get to *******. But we don't have any evidence as to where the bag is. After 5 days of not getting my baggage, I was instructed to complete a form describing the bag and everything in it. That was for 'central baggage tracing', or CBT. Once I did that, it was put into that system, and I could check to see if there were any updates. There were none, and within just 5 days, I was no longer able to check on it, as CBT said 'access to your file is no longer available'. I called Lufthansa, and they said that was because the file was closed - either because the bag was delivered (it wasn't) or they found it. Since I hadn't heard anything, Lufthansa 'escalated' the issue to the airport staff 2x, but nothing has happened. I filed a complaint through their customer service portal on the web on 7/10. I also sent an email later (on 7/15) with a receipt for gym shoes I had to buy (as mine are in my misplaced bag) to customer service. I haven't heard any reply to either; I was told that customer service is running 2-3 weeks late in response due to staffing problems. I estimate that there's about $3,000 worth of gear (including the backpack) there. I would rather have the stuff back than work with Lufthansa on a refund. I'm on hold with a part of my life because I don't have my stuff.

• Initial Complaint

  Date:07/28/2022

  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.

  On July 2nd , 2022, my wife and I had a confirmed + paid reservation for flight LH **** from ********* to *********. Approximately 4.5 hours before departure, we were informed via email that Lufthansa cancelled the flight.Alternate flights offered to us via the Lufthansa app did not present a viable option for us to take, as the arrival times in ********* for such flights would have been past the take-off time for our follow-on flight from ********* to ***, via Geneva (i.e., flights LX **** and LX22) on July 3rd , 2022. Furthermore, the alternate flights were all labelled waitlist only, and therefore did not guarantee transportation to *********.As a result, the only viable option for us to arrive in ********* on time for our flights on July 3rd, 2022,was to drive from ********* to *********. To facilitate this, we extended our existing rental car for one additional day and changed the drop off location from ********* to *********. In addition, we had to arrange for a hotel in the ********* area for the night of July 2nd to July 3rd, 2022.The costs for the transfer by car from ********* to ********* are detailed in the table below. All invoices are available.Description / Price [EUR] / [EUR/USD] Exchange Rate / Price [USD]1. Europcar Rental Car Extension - EUR ******** / **** / USD ******** 2. ********* Gas - EUR ***** / **** / USD ***** 3. *********** Gas - EUR ***** / **** / USD ***** 4. ******* Tolls - EUR **** / **** / USD **** 5. ******** Tolls - EUR **** / **** / USD **** 6. ******** Tolls - EUR **** / **** / USD ***** 7. *********** Hotel - EUR ****** / **** / USD ****** Total - USD ******** We ask Lufthansa for reimbursement of the costs (USD ********) by issuing a check to ***************************.First week of July: we filed a complaint through the Lufthansa complaint/refund portal; sent a certified letter with details of the situation, together with all receipts, to the Lufthansa corporate HQ per their website; & left a voicemail (all unanswered).

  Customer Answer

  Date: 08/21/2022

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

• Initial Complaint

  Date:07/28/2022

  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 booked a trip with Expedia through Lufthansa but only on my day of travel I found out the flight was with Condor. We had an emergency landing with flight DE **** on July 10th at *****am from ********* to ***. After 2 hours of flying, the pilot announced the plane had an electric issue. We had to fly back to *********. They directed us to get a hotel since we would fly the next day (on July 11th). The condor representative mentioned to save the hotel receipt and other expenses as we would get reimbursed. The next day, at the airport they finally assigned me to a new flight. ****** mentioned the only available flight was not a direct flight like the original but a flight to *********** with a layover in *******, ***. The new flights information were: * FLIGHT NUMBER: DE **** - July 11 - ********* to ******* (***) Departure 12.40PM * FLIGHT NUMBER: ***** - ******* (***) to *** - July 11 - Departure ***** PM Once I arrived in *******, I was able to pick up my bags, go through immigration and check in again with my bags. Once I arrived at the gate to board, they refused me to get on the plane, meanwhile my bags left for *** without me. Although I had a boarding pass, my name was not on the system because ****** made a mistake and didnt transfer the payment to ******. I was again stuck at the airport with no flight back. After hours, Condor Germany finally booked me on a new flight:****s - ******* (***) to *** - Gate 5 - Departure 7.55PM Based on ** regulations, I am entitled to compensation for all 3 flights I missed. See the recap below:* Emergency landing / cancellation on DE **** on July 10th at *****am from ********* to *** * Failed to send information for the new flight DE **** on July 11th from ********* to ***.* Refused on board on flight: ****s - ******* (***) to *** - Gate 5 - Departure 7.55PM * *********************** ****** euros, dinner - ***** euros +2 Days of work missed. I can collect proof

  Customer Answer

  Date: 08/25/2022

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

  Although I booked the flight on Expedia through Lufthansa. My actual flights were with Condor. I'm wondering if Lufthansa is the one responsible or condor. Please let me know your thoughts.

  Also, the website only allowed me to type a certain amount of words. Here is the full description of what happened: 

   

  I booked a trip with Expedia through Lufthansa but the actual flights were with Condor. 
  
  
  We took off on the flight DE **** on July 10th at *****am from ********* to ***********. After 2 hours of flying, the pilot announced the plane had a technical / electric issue. We had to fly back to ********* with an emergency landing. They couldn't find a flight back to *********** that same day. They directed ** to get a hotel since we would fly the next day (on July 11th). The condor representative mentioned to save the hotel receipt and other expenses as we would get reimbursed. 
  
  
  Condor informed us that we were going to receive the new flight information (for the following day) by email. I kept checking my email all afternoon (July10th), night and early in the next morning. Since I didnt have any info on my new flight, I decided to go to the airport early in the morning and try to find information on my flight there. In the morning, I received an email from Condor stating we would get a voucher of 15 euros to buy snacks at the airport and that they were going to send the flight information shortly. I never received that email with the flight info. Nobody could help me at the airport so they directed me to wait in line and talk with Condor. After 3 hours in line, I was finally able to speak with a condor representative. He mentioned that flight was taking off. I was in shock since no information was given to me on that flight departure. That was my second missed flight due to Condors mistake. Condor then mentioned they could book me on a new flight. The only available flight was not a direct flight like the original but a flight to *********** with a layover in *******, ***. The new flights information were: 
  FLIGHT NUMBER: DE **** - July 11 - ********* to ******* (***) Departure 12.40PM 
  FLIGHT NUMBER: ***** - ******* (***) to *** - July 11 - Departure ***** PM 
  Once I arrived in *******, I had a good amount of time for my connecting flight. I was able to pick up my bags, go through immigration and check in my bags. Once I arrived at the gate to board, they refused me to get on the plane, meanwhile my bags left to *** without me. The reason why they didn't let me on the plane was because Condor in Germany made a mistake while rebooking my flight. They didn't complete the transaction. Although I had a boarding pass, my name was not on the system because they didnt transfer the payment to ******. I was again stuck at the airport with no flight back. After hours waiting a Condor representitive at the ******* airport called Condor in Germany and made them book me on a new flight. 
  The new flight information was: ****s - ******* (***) to *** - Gate 5 - Departure 7.55PM 
  
  
  I read online I am entitled to compensation for all 3 flights I missed. See the recap below:
  Emergency landing / cancellation on DE **** on July 10th at *****am from ********* to ***********.
  Failed to send information for the new flight DE **** on July 11th from ********* to *********** / missed flight due to Condors mistake
  Refused on board on flight: ****s - ******* (***) to *** - Gate 5 - Departure 7.55PM 
  Hotel Reimbursement: ****** euros, dinner in ********* reimbursement: ***** euros 
  2 days of missed work in *********** ($200 a day. Total of $400). I would be happy to provide you with a letter / proof of the missed work days from my employer 
  
  
  I have photos of all receipts as well as all boarding tickets 

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

  
  

• Initial Complaint

  Date:07/28/2022

  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 was told that this flight was not refundable. However, when I booked the ticket it did say that a portion was, specifically the Swiss Air portion. I assumed that I would be able to get a refund for that portion. When I spoke to someone a few weeks ago they said this would be the case: I would get a refund for the Swiss Air portion and then a credit for the unused portion for use on a future flight. This is why I purchased this particular ticket because of the flexibility. Now I am being told that and that no refund at all is possible or even flight credit is being issued. Because the flight was cancelled, no refund whatsoever is possible. Am I to believe then that Lufthansa had stolen $8,0000 USD from me. I never agreed to such fare conditions that if the flight was cancelled I wouldn't be given the use of the flight credit. IT was never made clear any where on the website that that was the case. That is madness. I believe that this is theft. I will be reporting this to my credit card company immediately as a fraudulent charge as well as deceptive practices!!! I was never informed that this was the case... it was NEVER made clear. Why would anyone ver agree to canceling something and getting nothing back.Why am I not allowed to even rebook the flight? Get a flight credit?