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:07/18/2022

  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 Flight was canceled on 7/15/2022 i have never seen anything like this no one try to help to rebook or nothing i call theme they Answer and something happens they hang up I stayed about eight hours on the phone and nothing has been resolved till today i am still not Satisfied I am running late for all my trips in Europe I lost three days of my money my time and all the trips in hotels and wedding so I have to attend i with love to get resolution on this Because this is causing money they should never booked a flight if cant be deliveredno one offer other flights to book

• Initial Complaint

  Date:07/13/2022

  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.

  N REGARDS TO FB ID ******** Name: ****************************Address: Flight NUMBERS: ******* ****** ****** BOOKING NUMBER: ****** * have been waiting patiantly for a resolution from Lufthansa for over 4 weeks. I booked my flight via ************* and it was in the amount of *******. The original flight was from STL to *** then *** to *********/frankfurt to ********. After booking maybe 1 hr later I recieved an email that I needed to call Lufthansa to rebook since the first flight ****** ON JUNE7TH WAS cancelled. I attempted to call the **** number but with no luck. It only stated "call back at another time". Finally after calling 65 times thruought the day (10 times I recieved a customer service rep but they hung up on me when they put me on hold) a lady was able to rebook me. She rebooked me from STL-CHI; CHI-FRA; FRA- SJJ. On June 7th I arrived at the *********** 2 hours early and there was a problem with my ticket. It was booked but not paid for according to the UNITED agent (star alliance and they fly together) I called **** number again and it stated "call back at another time". My mother was very sick this is the reason for my trip and I needed to leave. I asked the lady and she said you can pay again but now you are booking with United and the price is 1508.00.I called Lufthansa 4 more times without any luck and due the emergency situation had to pay for this flight out of pocket. I called customer service and they advised me that this is their fault(lufthansa) that they will reimburse me for the difference in flight ****** and for my troubles but she said I had to reach out to customer relations. I did that but in four weeks I have not recieved a resolution nor a check or any compensation what so ever from them. AGAIN I CAN BE REACHED VIA EMAIL OR VIA PHONE

  Customer Answer

  Date: 08/09/2022

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

• Initial Complaint

  Date:07/13/2022

  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 a 66 year-old technology consultant and, prior to the pandemic, I was a frequent business traveller through ***, Europe, and Asia. I do not fly long-haul without getting additional leg room and an aisle seat so I can move around, and I'm happy to pay the extra cost for those features. I paid $1,320.47 for Lufthansa (operated by Eurowings Discover) Premium Economy seats for the long-haul section of the flights ********* - ****** - *********, March 28 to April 2, 2022, booking code: ******, ticket number *************. I also paid an extra for $60 for each leg for Aisle seats. On the return leg, at Malaga, *****, the flight was delayed so the connection was no longer feasible, so Lufthansa transferred my ticket to Iberia for ****** to ********, and then to ******** Airlines (**) for ******** to *********. When I went to the Iberia desk, they assigned me an Economy, Middle Seat, and at ********, ** told me they too would not honor my premium ticket, but they could move my middle seat to an aisle seat for $31.16, which I paid. I paid Lufthansa for return premium economy travel which I did not get on the return legs. I also paid Lufthansa for specific aisle seats which I did not get on the return legs. Finally I had to purchase an aisle seat on **. A reasonable basis for a refund would be at least 75% of the return leg (the difference between premium and economy class) + the additional fee I paid for the ** aisle seat which I calculate as follows: $1,320.47 / 2 (return half) = $660.23 x 75% (difference between premium and economy class) = $495.18 + $31.16 (** aisle seat) = $546.32 I have received a refund from Lufthansa of $60 for the aisle seat, but they have ignored my request for a refund of the difference between the premium and economy tickets. I am therefore seeking a refund of $486.32 being $546.32 less the $60 refund already paid by Lufthansa.

  Customer Answer

  Date: 08/07/2022

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

• Initial Complaint

  Date:07/13/2022

  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 name is ***********************.Lufthansa lost my baggage on June 28th on my flight from *********, ************** to ******, Germany and then to ******, ******. Somewhere between ****** and ******, it was lost. I spent my entire trip abroad without luggage. I did sink laundry multiple times, and I am missing $1000s of dollars worth of clothes, toiletries, and shoes. We have reached out multiple times (over the phone) with no success in finding my bag. The company has not found the bag. At this point, I need compensation for my bag that is entirely lost (It is now July 13th). My Tag ID is: ********** My reference number for lost baggage is: ********** Thanks For Your Time

• Initial Complaint

  Date:07/13/2022

  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 Reference Number: Feedback ID ******** On September 23, 2021, I was a passenger on Lufthansa flight LH 233 traveling from **** to Frankfort to continue to my final destination of ******* **. The flight from Rome departed 35 minutes late and as I arrived at the airport in Frankfort I hurriedly approached the Lufthansa counter to ask about directions to my connecting gate as it turned out I was directed to the wrong gate due to a gate change. Upon arriving at the correct gate I was informed that the flight had already departed and had to wait till the next day. As I inquired about any accommodations such as hotel rooms and so on, I was rudely addressed with no satisfying answer. As a result, I spent over 12 hours at the terminal feeling poorly with no assistance whatsoever from your agents.To make matters worse, when I arrived in *******, I discovered that my checked-in luggage was damaged.I have gone back and forth with Customer support for the past 9 months now. Email after email. We were finally close to a resolution and I had accepted their response to my claim in the total of $810. Only to be told that my banking information was incorrect. Then that they needed my personal Identification to be sent via email. Then to also be transferred once again. In addition to this, I was told that payment was already made to my account when it wasn't. I asked for proof of payment and nothing.I am once again, asking for a refund to me of $810. I have given them everything they have asked for. This is just becoming more frustrating each day that passes.

• Initial Complaint

  Date:07/12/2022

  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.

  Purchased: 06/02/22 Flight date: 07/13/22 Ticket No: ***************** Passenger Name: *********************************** Although ***********************************, had a valid booking, a valid GreenCard (Expired) but with a valid Extension letter (i797 letter), my 55 year old mother was not allowed to board the flight at ********* airport today- causing us to lose the money. the rep at their counter - ************************* at the airport was so disrespectful to an old woman that it caused my mother to have an anxiety attack. I spoke to the American consulate, german consulate and Lufthansa customer service - all of whom agreed that they are valid documents but the Lufthansa rep at the check-in counter wouldn't even listen. And was extremely disrespectful. The customer service people yelled at me for begging them to help. I read the passenger rights on the Lufthansa website and it clearly states the rights - *****************************************-rights but we were denied and disrespected at every step. I fully intend to *** this company for causing my aging mother all that anxiety, causing myself - a pregnant woman waiting for her mother to have panic attacks.

• Initial Complaint

  Date:07/12/2022

  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.

  Lufthansa has not made any attempt to locate luggage that they lost on a return flight after we left ******** on July 04, 2022. Our flight arrived at ******************************* one hour late. We were told that our luggage would make the next flight from ********* to ********* despite the tight connection and assurances from Lufthansa staff that our luggage would make the flight. Upon arrival in ********* our luggage was missing. There was no assistance from Lufthansa or Condor, the second airline we took. No replies to the missing luggage form, no replies to emails, impossible to get through to anyone. This is on top of Lufthansa cancelling our flight to ******** on way to Europe June 23, 2022 - no explanation - and our missing the first part of our trip as we scrambled to get a new flight (without any help from Lufthansa). Six hours plus of line **** no communication, no notices, no staff to assist. Nothing. ***************** was and is a disaster with piles of luggage sitting out in the open for anyone to take and walk away with - no security, the baggage office is closed at night (at a major airport!). This carrier needs to be overhauled from the top down. So, now am out almost **** dollars in luggage and Lufthansa does not give a ________. I would get better customer service from a tree *****.

• Initial Complaint

  Date:07/12/2022

  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 to Germany through United and the flight from Frankfort to ********* is on Lufthansa. I cannot reserve a seat for that flight on United's website and it directs me to Lufthansa. I have confirmation number and the Lufthansa site says I cannot reserve on their site and to call customer ****************************** number is ************ and I have tried several times. The phone is answered by a recording that says they are not accepting calls because of Covid. Without a reserved seat I am concerned that I will not get a seat and be bumped without any way to get to my final destination. I have already had my flight cancelled once without any notification and I only found out accidentally.

• Initial Complaint

  Date:07/11/2022

  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 family and I relocated from ********* to the ** (****>*********->*******) with an overnight layover in ********* on Jun 30th. We checked in 10 luggages in BCN and all 10 luggages were mishandled. We have filed reports on the missing luggages online (ref: **********), but as of Jul 8th we have not received any indications that they were found, and repeated calls to Lufthansa were unsuccessful as no one answered the phone. We are extremely frustrated and disappointed in Lufthansa's service.

• Initial Complaint

  Date:07/11/2022

  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.

  I called Lufthansa on behalf of my fathers airline ticket as he was medically unfit to travel and was given physicians medical note that he cannot fly. I first spoke to flighthub (the original airline ******* ****** informed that medical conditions need to be approved with the airline. I called the airline only to be told that unless he is pregnant or there is a death in the family it does not matter that he is hospitalized, cant walk or move we will not be refunding you. I find this ridiculously appalling that an airline allows to take free money out of other peoples misery. As someone in the healthcare industry, I found this act disgusting and such a corporate move to say that they are a business for consumer and that they pride themselves in customer service only to turn around and tell the customer did you not read the fine lines.Just wanted to make sure this complaint is given for others like my father who are elderly to know that they will not have security when they pay 2k + for a ticket. Date of Flight: July 11,2022 Booking Reference: ******