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

  5230 Pacific Concourse Los Angeles, CA 90045

• 

  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

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:07/27/2022

  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.

  On July 2 my bags were checked in my bags at the condor airlines counter at *** airport. When i got to my destination in ***** my bags never arrived. I filed a complaint (**********) and was told my bags were on a Luthansa flight and that they would be delivered to my hotel. I never received my luggage the entire time that I was in *****. I had to spend unnecessary money on clothes and personal hygiene items because i did not have anything to wear. I now had to travel to paris on july 7 with no luggage. My bags were never found my entire time in ***** as well . I was in paris from july **** with nothing to wear or none of my hygiene essentials. I kept calling and emailing the company and no one was able to give me info on my luggage. Its now july 27 and i still have not received my luggage. I also have not received any response from Luthansa about what to do. I called on july 27 ans was told my case was closed and was told another is now being opened. Im very upset with them about this

• Initial Complaint

  Date:07/27/2022

  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.

  Description of Complaint:hello i had paid the below fee for a business class seat upgrade for my onward flight from ********* to ***** travel dated on Jul 3rd 2022. due to some travel reschedule, i got reassigned to a different airlines(SRILANKAN AIRLINES) during checkin in US,original departure, but still on a economy seat and not the upgrade transferred. i tried to reach the Lufthansa customer care but unable to reach them to file a refund. request you to please assist with me in getting the refund for the extra business class SEAT FARE paid that i was not provided below are the details Passenger(s): ************************ Lufthansa Confirmation Code: ****** travel date- July 2nd 2022 the below paid directly at Lufthansa website - one is business class upgrade fee and other is the associated international transaction charge. Show additional information for activity type Fee $15.50 INTERNATIONAL TRANSACTIONINTERNATIONAL TRANSACTION 07/05/2022 Show additional information for activity type Fee $15.50 INTERNATIONAL TRANSACTIONINTERNATIONAL TRANSACTION activity type Fee $15.50 Show additional information for activity type Purchase $516.67 ************************ ************************ 07/05/2022 Show additional information for activity type Purchase $516.67 ************************ ************************ activity type Purchase $516.67 thanks ****** ********

  Customer Answer

  Date: 08/20/2022

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

• Initial Complaint

  Date:07/26/2022

  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.

  The airline failed to deliver my baggage for 6 days until I had to make a detour on my vacation and pick up my baggage. I had no personal belongings 6 out of 9 days. According to the Montreal Convention, the airline is responsible for reimbursing me for any expenses related to my baggage delay. I have contacted the airline multiple times via writing and have tried calling them. The only thing that I have been offered is 100 euro but according to the article 19 of the Montreal Convention I should be entitled to a full reimbursement of all expenses. I have attached receipts totaling ******* euros. They are outright ignoring the law and my rights as a airline passenger. They have ignored my requests multiple times and I would like to get a proper and lawful reimbursement. Lufthansa ticket numbers: May 26 - Flight 1- ************* May 27 - Flight 2 - *************May 27 - Flight 3 - ************* Booking confirmation # ****** Reference # for lost baggage: **********

• Initial Complaint

  Date:07/25/2022

  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 made reservation on Feb 17 2022 to fly from *** to *** (*****), flying date from 07/02/2022 and coming back to the ** on 7/27/2022. But the flight had been canceled and our agent did not inform me regarding cancellation. After one day I checked my email and came to know that flight was cancelled. I tried to rebook but the agent did not want to rebook directly to BLR. So I tried to contact Luftansa directly but no one picked the phone and the customer service did not pick up for nearly 3 days and when they did they were extremely rude and disrespectful to me. Then eventually booked my flight to ***** but did not book my journey originally like I previously did. I also made a reservation in India to tour the north side and paid $8000 and because of the cancelation they did not refund my money and there is no reschedule. So I lost $8000 because of my flight was cancelled. Also I had to attend my niece wedding on this month 4th and I missed it because of rebook and not your customer service not picking up the phone and rebooking my flight in time. So when you guys eventually rebooked my flight to India for the 07/05/22 you guys made stop 2 times instead of one time like how I originally booked. You guys made me pay for the extra check in bags due to the first flight going from *** to *** which is a domestic flight where United Airlines only allow one check in bag per person rather than two a you guys promised. So I ended up paying for the extra bag and it cost me more than $200. On top of me paying for the bags out of my pocket you guys made me stop in **** where I had to take all of my 9 bags out of the airport and find a means of transportation to a hotel and pay for the hotel due to the overnight layover over 18 hours. The next day when we were waiting for our flight from *** to FRA the flight was delayed 30 mins which gave us such high tension due to our connecting flight only having a one and half hour delay which made us worry if we will be able to make it o

• Initial Complaint

  Date:07/25/2022

  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.

  On April 4, 2022, I purchased a Lufthansa flight through United App. I then upgraded to a premium seat. On April 5, 2022, I called ****. to cancel the upgrade and I was told my refund would be processed in 5-7 business days. I then changed my flight back to a United flight because I felt that there were too many issues with Lufthansa. In early June, when I returned from trip, I realized that I never was refunded the $620 for the upgraded seat. I was have been calling every two weeks since, at every turn a few things happen (1) they have difficulty finding my reservation, some never find it, (2) I am told that the refund is in the queue to be processed. In early July I was told that the previous CSA had not processed the refund correctly, they created a new booking code and I should see the refund in 3 days. That was over 2 weeks ago. When talking to Lufthansa today, they have told me that there are no charges associated with the booking codes, and/or they cannot find my booking codes. Because Lufthansa kept ensuring me that the a refund was on the way, I did not report the charge as fraudulent within the 90 days required by my credit card company. I am attaching a screenshot of the transaction from Lufthansa (from Concur) and the original booking email.

• Initial Complaint

  Date:07/25/2022

  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 bought tickets for my family to fly to Germany on Lufthansa Airlines for my son's high school graduation on 10/15/2019. Due to COVID and entry restrictions to Germany, we had to put our trip on hold. Many airlines offered individuals the ability to reschedule flights with their existing tickets at a later time. I understand the effect COVID has had, as I am an emergency room nurse, but the lack of answers from customer service has left my head spinning. Our original booking code changed due to making a new reservation on 12/30/21 for our new trip leaving ****** on 9/30/22. We have called Lufthansa customer service about 12 times or more to have tickets issued for this reservation so we could choose seats. Many different customer service reps commented that we "didn't have a flight booked" or there "was no booking code," and others told us that we would need to wait months for a ticket to be issued for our booking.I waited and called every two months or so for updates and got the same comments. On July 12th, 2022, I noticed that we still did not have tickets issued and the flight was filling up, and we needed to make accommodations via Airbnb, so I called customer service again. The customer service rep told me that it would be an additional 1-2 months before a ticket was issued, and only then could we call back and choose seats. This, to me, was a nightmare as that timeline would leave us in September when we would be leaving for our trip. This is crazy as we have been waiting years for answers and tickets and called countless times never to have a straight answer from customer service. I finally told the rep that I wanted a refund and that I would not be flying on this airline again. She told me that she processed my refund, and I would receive the refund via my CC on file in **** days. It has been over 14 days, and I called customer service today, 7/24/22, and they told me that there was never a refund filed.

  Customer Answer

  Date: 08/19/2022

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

• Initial Complaint

  Date:07/22/2022

  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.

  We booked a flight with Lufthansa for the end of August. The original flight we booked had a time change but we had already paid for our seats $130 (65x2) and they will not refund it. Their customer service people are all horrible. None speak English. I cant understand a word they are saying. It takes 2-3 hours of hold time to get anyone to pick up a call. We have been waitlisted for another flight but we dont know what that means and cant get an answer. Extremely frustrating. We leave in 3 weeks and dont know if we have a flight or not.

  Customer Answer

  Date: 08/16/2022

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

   

   

   I have not heard from Lufthansa and now they have changed our paid seats 3 times. 

   

   

• Initial Complaint

  Date:07/22/2022

  Type:Billing 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 tried to get an air flight ticket from Lufthansa on July 10 2022 reference code ****** through a customer service agent.I gave them credit card information to pay and the price was about $240.after the phone call, I got a confirmation letter about my trips.however, a few days later my reservation has canceled without any notification.no email, no phone call.On July 22, I checked with the agent again and they told me they canceled my flight ticket because my credit card company declined. however, I checked with the credit card company, and there was no decline and the pending amount was successfully approved. once I request rebooking they told me I have to pay about $900 which is about four times more expensive than it was. this is the second time it happens so carefully check my all credit card information with an agent and there was no mistake. Here, I attached a confirmation letter that I received on July 11. also, I attached a screenshot of how I talked with **************** which is my credit card company.

• Initial Complaint

  Date:07/22/2022

  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'd booked a flight from *** to NAP with Lufthansa and I received an email stating that there was a flight change. I selected the option to receive a refund and it took me to a confirmation webpage that had nothing except the Lufthansa logo and the words "refund successful". This led me to believe that I would receive a full refund. Turns out, I was only refunded the tax portion of my booking. When I tapped on the "refund" button in the email regarding the flight change, there was no indication that the refund only entails the tax value. Typically, when a user checks out on an e-commerce website or conducts any activity online that involves a transaction of monetary value, the user is shown a summary of the transaction and asked to confirm. That was not the case in this experience. I was not given the opportunity to understand what the transaction entailed before or after tapping the refund button. The terms of the transaction were hidden away in the fine print of the original booking that I would have to dig up myself. This leads me to feel that this experience is intentionally deceiving. On top of that, when I called customer service, the agent told me to email ********************************* I asked if there's a phone number I can call instead, the agent begrudgingly put me on hold and came back telling me to call **************. I was confused as this is not the usual format for a US phone number, but she insisted that this number would work so I accepted. When I called **************, the call wouldn't go through so I emailed ********************************* The email bounced back saying "Address not found". I have spoken to the Lufthansa team patiently and politely and Im confused as to why the agent would mislead me in this way. Due to the deceptive digital refund experience and the customer service agent that gave me false information, I strongly believe that I am entitled to a full refund of the value of the ticket I originally purchased.

  Customer Answer

  Date: 08/16/2022

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

• Initial Complaint

  Date:07/21/2022

  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.

  To Whom This May ********** ***************************, am writing this complaint because my flight on reservation ****** was cancelled without my permission by the other passenger ***************************.I spoke with **** from Lufthansa and she recommended that I reach out to customer relations. I am willing to provide any information or answer any questions.I see that there was a refund given for $126.67, but the cost of the flight was $680.57. Am I able to receive a flight credit or full refund of $553.90? Lufthansa will not lose money if I receive a flight credit. I will just be able to use the money paid for the flight that I had every intention in taking, if not canceled by ***************************.I have attached a screenshot supporting that ******* did in fact cancel my flight reservation. And in the screenshot you can see that I received this information days ago.Looking forward to hearing from Customer Relations.