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:07/20/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 12, 2022 I flew Lufthansa flight ************************************ to *********, Germany and then LH flight ******************************* to ******, ** (***). My record locator is ****** and ticket # is *********. My checked suitcase still has not been returned to me. The lost baggage # is **********. It has now been more than 5 days and Lufthansa wants customers to submit online the contents of the baggage. The "SUBMIT" button on this form does not work!! Outrageous - first Lufthansa loses my checked suitcase which was in their sole custody, and then the form to submit the contents after 5 days is inoperable. Lufthansa has to do better for its suffering customers. Please forward an email address and name in Germany to send this form to as well as the e-mail address and name for Lufthansa's ******** headquarters in *********, **. We are entitled to expect prompt return of our checked luggage or full compensation promptly for the contents - as it stands now, the contents form cannot be sent. Is this intentional on Lufthansa's part? Please do better Lufthansa!!

  Customer Answer

  Date: 08/15/2022

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Lufthansa German Airlines has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:07/20/2022

  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.

  Lufthansa did not get my luggage and my daughter's on our flight to *** on June 27, 2022. Told it would be delivered the next day. Online, it said it was delivered June 29, but it was not. 3 of 4 bags showed up July 1st. Told on 7/4 I would be reimbursed for my purchases. My daughter's second bag still has not shown up.I have yet to be reimbursed my costs.My daughter was contacted on July 6 by the Lufthansa ********************** at JFK to say that they thought her bag (which no longer had the tags on it but DID have a note on it saying, "Passenger refuse bag") was in their back office. They said our file showed that both of her bags were delivered, but was it possible that we were still missing one? We replied that we WERE still missing a bag and yes, it was hers. On July 8th, someone replied to our email saying that BOTH of our bags were delivered on June 28th. NONE of our bags were delivered until July 1st.It has been 23 days with no reimbursement for costs (~$700 for MY costs for personal care items and shoes that had been missing. My daughter's costs have been higher, since ALL of her clothes are in that missing bag as well as other items.)I have made numerous calls in the 23 days, been on hold for hours, sent numerous emails and filed several inquiries for updated information. This has taken so much of my time.

  Customer Answer

  Date: 08/14/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.  Back on July 6th, they wrote to me, asking for my banking information so that they could reimburse my expenses for the delay of my (and my daughter's) baggage.  I replied immediately and have had no further communication or deposit of the reimbursement.  With the luggage that is still missing, after they initially wrote to my daughter to inquire if she was indeed still missing a bag, when I responded that she was still missing her bag, they wrote back to say that all of her luggage was listed as delivered.  I am out a lot of money, all my daughter's clothes and our souvenirs.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:07/20/2022

  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 03/03/2021 I purchased a business class seats upgrade from Lufthansa using my PayPal Credit account. The total amount of the charges was $3,234 and this upgrade was applied to Booking Number: *******Lufthansa changed however the return flight from one stop to two stops. So it became Beirut to ********* / ********* to ******* / ******* to ****** and thus could not apply the Business class upgrades on the changed flight anymore and proceeded with a refund of $539 per passenger for a total of $1617 as shown in the refund transactions on my PayPal Credit activity.On 05/08, the departure flight changed as well and became ****** to ******* / ******* to ********* / ********* to Beirut And again Lufthansa could not apply the Business class upgrades on the changed flight anymore.Changed Flight Reservation attached to Appendix 4.While Lufthansa proceeded with issuing a refund for the return flight Business Class upgrades, the refund amount came in at $0 instead of $539 per passenger and thus Lufthansa refunded $0 instead of $1617.I have contacted Lufthansa many times and even their customer service acknowledged that the refund should have been sent. I sent them multiple emails to their Customer Feedback address to which they haven't replied.Documents Numbers: ************** ************** ************* should be refunded.I paid for a service that I never received.

  Customer Answer

  Date: 08/13/2022

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

• Initial Complaint

  Date:07/20/2022

  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 June 6, 2022 We flew Lufthansa Flight LH0433 departing *** (*******) to ********* (***) with a connecting flight to ***********). When we arrived in ****** on June 7, 2022 our two luggage bags did not arrive. We went to **************** on June 8 and completed a missing baggage claim form (LHRLH *****) for each of the missing luggage pieces. During our stay in ****** we checked the website regularly to see if our luggage had been located. We left ****** on June 12, 2022 with arrival back in to ***************** on June 13 2022 On June 13 @ 2:03 a.m. I received an email (attached) stating that my luggage had been located and would returned to me. As of this date I still have not received my luggage. I have made numerous attempts to find out when my luggage will be delivered to me; and my home address has been confirmed. I am told that they (Lufthansa) will put a priority status on the return of my luggage, but as stated above and the amount of time that has lapsed since I was informed that it would be returned it doesn't appear that has happened. There is medical equipment in the luggage that is desperately needed. Your assistance in getting our luggage is appreciated. Thank you

• Initial Complaint

  Date:07/19/2022

  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 purchased a ticket from Lufthansa.com for my parents who were taking a trip to ******. The ticket I bought was for the sum of $900.37 on 04/21/22 (******* I like any reasonable person was made to believe that tickets purchased would indeed be able to be used, however, this was not the case. My parents showed up at the airport in ****** only to be told that the ticket they had on hand was not valid and the only way they would be able to make it back home was if they were to purchase a whole new ticket for $492.03 on 05/13/22 (*******. My parents had no choice but to oblige in order to make it back home. This was greatly confusing as there was no reason for the original tickets to be invalid. I called customer service, and it takes roughly 2 hours to get a hold of someone. I explained the situation and was refunded the $492.03 which according to customer service was a mistake on *********************** end and my parents should have never been denied. 2 months after it was settled, I see a rebill on my bank statement. I call my bank and according to them, Lufthansa stated that if I was unhappy with the service I should have emailed Lufthansa as the service was used. This was only more confusing because I did email support and explain. How does making someone purchase two tickets when it should have been one equates to 'service being used" and mostly if I was never supposed to receive a refund, why was I issued one and given an apology being told it was Lufthansa's mistake only for them to change their minds two months later like I wouldn't notice. I called Lufthansa customer service only being told there is nothing I could do but to email them. I am unhappy with this rebill and would like a refund. I should not have to go through so much to get a refund on a ticket I should have not even needed to buy. Especially after calling Lufthansa and originally receiving a refund.

• Initial Complaint

  Date:07/19/2022

  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 tickets with Lufthansa for travel from ********* to ******. For my return flight, I was placed on a flight that is coded as Lufthansa but operated by another airline (Aegean). The flight is booked and paid for, but neither companies allow me to reserve seats on the flight, nor upgrade to Business Class. I have two small kids and the company cannot help me ensure we remain together. Each company sends me to the other, and none of their employees offer any other help or advice besides "I'm sorry, you have to call them.". I have called each company at least 10 times with no resolution. Completely unacceptable.

  Customer Answer

  Date: 08/13/2022

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

• Initial Complaint

  Date:07/19/2022

  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 arrived 3.5 hours before my flight. I went to find my check in area and retrieved my boarding passes from the self service machine. I got in line for luggage. There were 3 desks open and took hour+ to take <2 minutes to check 1 bag. In the security line so long it was then my boarding time in 10 minutes. I was told by other passengers that there was no way I was making my flight and that I was not even a quarter through the line. I was told to find a staff member and that they could help me get up to make my flight since I had been there for so long. The staff said they couldnt really help me. This staff member took me out of line to more staff who said they couldnt help me and had no answers as to what I should do or how I can get help. Eventually, one staff member took me to a random help desk. Desk told me they couldnt help me and there were no Lufthansa help desks at that airport. He said to call Lufthansa but no one would answer. He suggested I go to a KLM/Delta desk and book new flights. Tried calling Lufthansa and no answer, only a message saying they were busy and no one to talk to. I went to the desk selling airline tickets and explained I needed new flights to ** today. Only option was flights with KLM. Only tickets left were business class. I had to get back to the US that day. I needed to buy these tickets which drained almost my entire bank account. The 2 flights together cost $5,868. That does not include the money I was still charged for with my original Lufthansa flights back home of at least $1,000.On July 2nd I sent emails to Lufthansa looking for help to resolve them and still have not had a response back. Tried calling their customer service and they said I have to email but follow up with a subject line of still awaiting response which I did, but still no response. The airline should have time stamps of me there that early, but if not I have texts and time stamps in my phone of when I was there. I am looking for compensation.

• Initial Complaint

  Date:07/19/2022

  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.

  Our trip was canceled today. We went to the airport, and the representative told us that lufthansa had sold the ticket that belonged to my husband, ***************************, to another passenger. This caused significant financial loss and business problems. Confirmation number ******

  Customer Answer

  Date: 08/13/2022

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

• Initial Complaint

  Date:07/19/2022

  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.

  My wife and I flew on Lufthansa Airlines (Booking No: ******* from ****** to ***************** via ********* on 7-14-2022. We checked 3 bags which have all been lost. We issued the lost baggage complaint at ****** upon arrival. Upon returning home, we called customer service to see if the claim was processed. They informed us we needed to return to ****** to get a reference number from Lufthansa or the bags couldn't be traced. Upon our return, the Lufthansa rep. told us there was no need to return, "we're not sure why customer service told you this". The next 3 days, we made numerous calls to Lufthansa to check on the lost bags. Each time, we were told, "There is no update, the bags are still trying to be located". I happened to be at ****** last nigh for an unrelated flight and stopped into the Lufthansa customer service. The rep. told me, "your bags are in the ********* airport and most likely just sitting in storage containers, and, in fact, arrived in ********* when you and your wife arrived but were never put on your connecting flight to ******". When I asked why customer service kept saying, "no update, still searching for your bags"........his reply was, "they shouldn't be telling you this, your bags were clearly scanned and arrived in *********, but they are most likely telling you this because if they DO know the whereabouts of your bags, they are responsible for shipping them back, but it's probably easier for them to just say "still searching". Lufthansa flight #**** from ****** to *********, and Lufthansa flight # *** from ********* to ***************** (both on 7/14/2022). It is abhorrent that the airline knows the whereabouts of our 3 bags and they are just sitting in ********* until it makes economic sense for them to fulfill their responsibility. A demand letter was sent certified mail today, 7/18/2022. To make maters worse, we paid for and flew business class.

• Initial Complaint

  Date:07/19/2022

  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 have a roundtrip flight from ******* (***), ******* to ****** (KRA), ****** on July 9 - 16, 2022.The flight from *** to KRA has delayed 50 minutes and the flight from KRA to *** was delayed 1 hour.I have not received my luggage now. I filed the form of delayed luggage on July 16 when I was waiting for my luggage at the ******* (************. The Lufthansa attendant told me that the luggage should be delivered to my home the next day. However, even now, when I check the status, it is still "searching for the luggage", The reference number is *********** My flight confirmation number is ******. The airfare is $1836.97.The delayed flights caused me not able to use my Priority Pass lounge. The luggage contains souvenirs for my family for birthday gifts, and I could not have them to give now. Additionally, my suit and favorite clothes are in the luggage. Therefore, I request Lufthansa to compensate for my delayed flights and luggage (I hope that it will not be missed).

  Customer Answer

  Date: 08/14/2022

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