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Business Profile

Airlines

Lufthansa German Airlines

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 904 total complaints in the last 3 years.
    • 167 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/26/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 trying to file a claim with tripmate insurance on a trip I took back on June 22nd. Lufthansa was delayed 5 hours and I have been trying to obtain the reason code so I can submit it to Tripmate to complete their claim. A little under 3 months have gone by and I have placed numerous calls, filled out forms and called asking for a supervisor to no satisfaction. What does it take to get a response from Lufthansa Customer Relations.

    • Initial Complaint

      Date:09/25/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 were on a Lufthansa flight from ****** to ******, ** on 8/26. All of our luggage was delayed, and we still had another 1.5 weeks of travel. MA was not our final destination, and we specified that on our delayed luggage claim, giving them an address in *****. It ended up taking five days to get our luggage because Lufthansa was completely careless throughout the process. They gave our luggage to a courier in ******, ** despite us not being there and giving them the ** address. Once they gave the luggage to the courier, they said the responsibility was out of their hands. They wouldnt give us courier info, but we ended up receiving a call from the courier and had them return the luggage to the airport in ******. Through the duration of the week, we made over 40 phone calls and spent over five hours trying to get Lufthansa to help us track down our luggage. They did nothing to help and couldnt even tell us where our luggage was. We ended up talking to five different airports and several airlines to track it ourselves and finally got it to an airport 45 minutes away to pick up. They said they couldnt make phone calls on our behalf to try to track it down, nor was I able to speak with a supervisor to get appropriate help. Not only were we traveling and without anything but the clothes on our backs, we had a lot of valuable, priceless items, so the stress for these five days was awful.We ended up submitting a claim for the $500 we spent on clothes and necessities almost a month ago and still no reimbursement or communication from Lufthansa. Again, no one to contact on the matter ********* short, they took no responsibility for our lost luggage or any action to help us find it. Now they arent reimbursing us for the expenses incurred during the five days it took us to track down and get our luggage back.

    • Initial Complaint

      Date:09/16/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Subject: Urgent: Request for Refund and Reimbursement Due to Service Failures Dear Better Business Bureau,I am writing to express my deep dissatisfaction with my recent travel experience with United Airlines. I purchased round-trip tickets from *** to DEL (flight UA842, operated by Lufthansa) and DEL to *** (LX147 flight operated by Swiss Airlines), costing $1084 plus a $100 luggage fee that I had to pay at the ************************ trip was marred by significant issues:- Delayed Flight and Missed Connection: My flight from *** to DEL on August 30, 2024, was delayed, causing me to miss my connecting flight in **********- Lost Baggage: Upon arrival in *****, my baggage was missing. Despite following all procedures, I have received no updates and struggled with essential items throughout my trip.- Cancelled Return Ticket: On September 14, 2024, I learned at the Swiss Airlines counter in ***** that my return ticket was cancelled without prior notice or explanation. I had to buy a last-minute ticket with Air India for $1500 to return home.The level of inconvenience and frustration caused by these issues is unacceptable. I have lost time, incurred extra expenses, and experienced immense stress during what was supposed to be a routine trip. Therefore, I believe it is only fair to request:A full refund of the original round-trip ticket ($1084).Reimbursement of $1500 for the new return ticket with Air India.Compensation for the lost baggage, including expenses for essentials purchased.I hope United Airlines will address these disruptions promptly with appropriate refunds and reimbursements.Kind regards, ********* ********* Contact: ********** | ********************************

      Customer Answer

      Date: 10/10/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/06/2024

      Type:Product Issues
      Status:
      Unanswered
      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 08/25/23 my husband **** ******* and I were supposed to get the Lufthansa (LUF) flight LH413 for which we purchased 2 additional luggages (75$/luggage) but that flight was cancelled by LUF and they rebooked us with United Airlines (UA).The rebooking was only for the flight and not for the additional luggages therefore we had to pay another 150$ directly to UA and LUF never refunded us for their additional luggages.After calling *** customer service multiple times they told me to file a claim on their site (Compensation in the event of flight disruption/Flight cancellation) which I did on 09/23/23 and I received a message saying that it would take a long time for them to process it. I waited for months and since no one was following up on my emails I re-submitted the same claim on 02/16/24. On 06/06/24 they responded saying that the flight irregularity was Airfield restrictions and since it was responsibility of third parties they wouldn't refund me and closed my claim. I continued sending emails asking to be refunded for the luggage service that they never fulfilled since they cancelled the flight and on 06/10/24 they sent me an automated email saying they would need to conduct some internal research but there would be a significant delay in their response.On 08/13/24 I received a request to sign a power of attorney (***) from the passengers (my husband) which we thoroughly filled out, signed and sent back immediately that day.On 09/05/24 I received an email saying that they couldn't validate the signature on the *** and it does not meet their verification requirements. That same day I asked them to provide clarification about their requirements in order to re-submit the correct signatures, and the day after (09/06/24) instead of providing clarifications they said that despite multiple attempts (?) they have not received a satisfactory submission and they closed the claim. They keep changing the claim ID, come up with excuses to buy time and not refund us.

      Customer Answer

      Date: 09/30/2024

      Better Business Bureau:

      Thank you for following up on my complaint.
      At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:09/04/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      July 25th 2024 Booking Code: ****** Flight from ********, ******* to *******, ******* Layover in *********, Germany Original Flight Time 6:05am to 2:15pm Feedback ID :******** and ******** Flight $1,314.04 USD Hotel $364.00 USD Transportation $402 USD Food $99 USD Total $2183 Misc costs I did not request $415 This business says:If Lufthansa cancels a flight less than 14 days before departure, they must compensate passengers up to $700.If Lufthansa cancels a flight without offering a replacement, passengers are entitled to a full refund. Lufthansa will cover hotel stay and cover the cost of transportation and meals. Reason for dispute is Lufthansa delayed all of my flights, canceled my flight gave me no options besides a flight 2 days later. I was treated poorly and have submitted claims to them and followed up without any response.I tried the chat, calling customer service and email routes. I am now behind on my bills and my finances due to this situation.

      Customer Answer

      Date: 10/03/2024

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

      Lufthansa is advising that In this case, the Regulation (EC) No* ******** does not provide for any compensation although my case clearly meets the regulation and I should be fully compensated.

       

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:09/04/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Passengers:**********/************* (Age: 83)*************/Lakshmi alias ******* (Age: 73)Lufthansa PNR: ****** ***********: 7th August 2024 ************ 3rd February 2025 My name is ******* ******, and I am writing on behalf of my parents, ************* ********** and ******* alias ******* *************, who recently experienced a highly distressing travel ordeal on Lufthansa. Both elderly and dealing with serious health issues (my mother has diabetes and congestive heart failure, while my father is diabetic with heart conditions and a pacemaker) they were booked in Business Class with wheelchair assistance confirmed for both.DUE TO CHARACTERS RESTRICTION I HAVE ATTACHED THE COMPLAINT AS A DOCUMENT PLEASE REFER I have attached all documents for your reference. If. more document of proof required I can submit upon request.******* ****** **********

    • Initial Complaint

      Date:08/27/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Luggage was lost and delayed 3 days which caused me to have to buy clothing any other necessities. Was told by customer service that I would receive the money back when I filed a claim. Claim was filed at the end of July, got a response that I would be getting a refund of less than I spent. When I got that email I immediately replied with information to receive the money and have had no response and no refund to 3 emails over the last 3 weeks. I would like the FULL refund now that I have been waiting a month for the money back due to Lufthansa losing my bag and taking over 3 days to get it to me, not a reduced amount.

      Customer Answer

      Date: 09/20/2024

      Better Business Bureau:

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

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:08/23/2024

      Type:Product Issues
      Status:
      Unanswered
      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 Confirmation Number is: 28P2NO I have a flight from ******* to ****** and I need extra legroom due to my height. I have selected seat 16G but on the web site it wont let me purchase it. After spending an hour on customer service they told me that they will reserve it for me and i can pay letter. I was supposed to receive an email follow up but i never did. i am worried the seat will be gone and I will not have the leg room required for my height. can someone please guarentee the seat or let me pay for it now?

      Customer Answer

      Date: 09/17/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/21/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 a ton of 15 June in my bags got delayed. I have been in the process of following the complaint in regards to recoupment of delayed baggage. I was informed 28 June that I will receive compensation for my claim. I have been an email correspondent since July 12th and have been informed that I receive payment and 10 business days have yet to receive payment and have been reaching out via social media and email to company. I have not received care. I have been hung up several times by representatives and nobody has responded to my emails as of 21 August I would seek help from the Better Business Bureau regarding this concern.

    • Initial Complaint

      Date:08/20/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 3.21.24, 4 round trip tickets were purchased from Lufthansa totaling $7982. Booking code ****** On 4.20.24 I called Lufthansa to switch the 4 tickets from economy class to economy class light to save money on carry on luggage. I spoke to ****** or ***** (unsure due to heavy accent, muffled speaking, and background sound on her side, she was really hard to understand.****** cancelled our original booking and booked us on the exact same flight with a new booking code ****** at a cost of $6352.40. I specifically asked ****** will I be refunded the full $7982, ****** said yes, but that was untrue. We only got a refund of $842.40. Instead of changing our flight class, ****** cancelled our original booking and rebooked for the same flight and then only partially refunded our money. Why would anyone cancel and rebook the exact same flight and pay nearly double, just to change a flight class. We want the remaining $7139.60. We have contacted Lufthansa via written complaint and contacting their customer service and have not been acknowledged.

    Lufthansa German Airlines is NOT a BBB Accredited Business.

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