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 has 5 locations, listed below.

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• 

  Lufthansa German Airlines

  1640 Hempstead Turnpike East Meadow, NY 11554-1040

• 

  Lufthansa German Airlines

  17801 International Blvd Rm M6014 Seatac, WA 98158-1202

• 

  Lufthansa Airlines

  5721 West Imperial Highway Los Angeles, CA 90045

• 

  Lufthansa Airlines

  5230 Pacific Concourse Los Angeles, CA 90045

• 

  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:08/20/2024

  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.

  Lost luggage in ********* as my flight was to ******, *******. I have had to take multiple trips to the airport to find my luggage and pay for a hotel for the nights I waited for my luggage. I had to buy new personal items that were essential. I had wrote multiple feed backs for each issue I had and when I called to check up on it I was told only the feedback department can contact me back through email only. its been a while three to four weeks now I am waiting I am waiting on a reply. My time is valuable and I lost two days of. my vacation on the luggage issue and I had to spend money that I could have saved or used for a fun activity. All I ask is to be compensated for my time and the money I had to spend. I rarely get vacations this was very upsetting. This is only issue number one, issue number two was there was multiple items missing from my luggage. valuable items.

  Customer Answer

  Date: 09/13/2024

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

  Customer Answer

  Date: 09/13/2024

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

• Initial Complaint

  Date:08/19/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Disruption in air travel w subsidiary AirDolomite, who acknowledged and claims responsibility, has promised partial refund. Account details were provided as requested on 6/18/24, but no funds have been remitted and they have ceased communication. Flights 481 on 5/21/24 and **** on 5/30/24.

  Customer Answer

  Date: 09/13/2024

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

• Initial Complaint

  Date:08/19/2024

  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 need to enter my Global Entry number for an upcoming flight. I don't see that option on website. There is no help on live change on any where's else

• Initial Complaint

  Date:08/19/2024

  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 bought return tickets on Lufthansa, *******-*****-*******. We paid considerable sums to select seats. The airlines honored our paid-for seats on the outward journey, but denied us our paid-for seats on the *****-********* leg. This was on August 5th 2024, flight Lufthansa 558 ***** to *********. When we arrived home, I submitted a claim for refund. It has been over a week and I received no response. I contacted them and was told basically .... 'Don't call us, we will call you'. When denied the seats, the agent told me that I do not qualify to sit in an exit row seat. This is NOT the case in the ***, where the tickets were bought, where I live, and where the trip starts and ends. I am a super fit 70 years old who bikes daily around 15 to 20 kms. What was imposed on me is illegal age discrimination.

  Customer Answer

  Date: 09/13/2024

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

• Initial Complaint

  Date:08/14/2024

  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 paid ******* for a flight with luftansa and due to a delay on their part we were delayed from the connecting flight and had to spend 24 hours with no accommodations in the airport in new **** and it has been a lot trying to speak with someone at this company to seek reimbursement

• Initial Complaint

  Date:08/06/2024

  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 August 25th, 2023, at 4:25pm, I was to fly with Lufthansa LH0493 from ********* to *********, and connecting flight with Lufthansa LH0016 from ********* to *******. I boarded the flight in *********. We had been flying for about 20 minutes when we were told mid-air that due to technical issues, the plane would need to turn around and return to *********. I then had to collect my luggage at the ***************** and wait in the Lufthansa **************** line for approximately 6 hours (!!!) until I was able to speak to a Lufthansa representative. During this waiting time, passengers were not offered a drink of water or snack, even though we had not eaten or drank anything for almost 12 hours. I was then told that the flight would be rebooked for August 27th, 2023 (2 days later). When I asked what I should do about accommodation, as I was not from *********, I was told by the Lufthansa representative that I need to book my own accommodation and send in all receipts, including transportation and meals, and that Lufthansa would reimburse me 100%. When I asked about a hotel and meal voucher, I was told Lufthansa did not have any.When I did send in all receipts to Lufthansa Customer Relations in September 2023 (Feedback ID # **********, I was only offered $200. However I had spent $944.29 in total on accommodation and meals. (********* is one of the most expensive cities in **.) I have contacted Lufthansa in ****** and Germany on multiple occasions via telephone, email and postal mail without a resolution.According to the passenger rights listed on Lufthansa's website, I am entitled to the following:- refund of my plane ticket from ********* to ********* and connecting flight to ******* ($966.28)- refund of accommodation, meals, transportation ($944.29)- compensation of failure of 14-day notice of more than 9-hours delay ($1,000)

  Customer Answer

  Date: 09/03/2024

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

• Initial Complaint

  Date:08/05/2024

  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 purchased Lufthansa ticket ************ on 2/13/2023 for flight LH 1655 flight departing on 8/3/2023 and cancelled the flight on 2/16/2023 within 3 days of purchase. The ticket was canceled (5 months and 16 days) before departure. I sent LH Customer Relations several emails this past year requesting a refund based on the short duration of ticket ownership (3 days) and the distant time frame (5 months and 16 days) before the flights departure. LH responded no refund was possible based on company policy and also quoted ** Regulation 261/2004 which addresses passengers whose "flight is delayed or cancelled or denied bording against their will." This regulation does not apply to me in this case. LH did not even offer a settlement with a penalty for the cancellation. LH retained $923.25 for this ticket which was cancelled 5 months and 16 days before the flights departure date allowing ample time for resale of the ticket. I can't believe a company would do this to any customer. No revenue was lost on the part of LH. I accept the responsibility of a penalty fee (even 25%) but keeping 100% ($923.25) for this error is unbusinesslike no matter what the policy. I certainly hope Lufthansa will reconsider its position on this refund inlieu of the 5 months and 16 day timeframe it had to resell the ticket. I appreciate any help the BBB can provide in resolving this issue. Sincerely - **

• Initial Complaint

  Date:07/25/2024

  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 simply called in today to see if a flight was taken. The male agent was incredibly rude, saying he could not find any information, not saying if he should see information, telling me to contact the 3rd party (which I have done multiple times), refusing to have me speak to a manager, and hung up.Lufthansa, please validate if I took the flight with reference ID ******. Please file a complaint against this agent and provide the complaint number. I called ***************** from ***************** at 5:34pm CST as this agent did not leave notes on my account as they could not find the reference ID as it was from April 2023.

  Customer Answer

  Date: 08/18/2024

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

• Initial Complaint

  Date:07/24/2024

  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.

  July 23 , 2024 Better Business Bureau Sirs:I am writing to you to request your help in resolving a dispute with Lufthansa Airlines. May I say at the outset that I am extremely frustrated with this organization. They also state that I firmly believe that BUSINESS PLAN of any airline is to delay delay, delay delay, delay refunds until the customer gives up.Background:The basis of my complaint is that Lufthansa airline sold us upgraded Economy Plus seats that they did not deliver. We deserve a refund for the seats. Furthermore, Lufthansa agrees with us but nevertheless, Lufthansa is not providing that refund.This is a lengthy letter. It is included with the enclosures that are attached

  Customer Answer

  Date: 08/19/2024

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

• Initial Complaint

  Date:07/23/2024

  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.

  I purchased a re-bookable ticket. When I tried to re-book it, the representative told me that the difference owed is $230, despite the difference online being only $95. When asked about this, the agent became agitated and began speaking in a raised voice at me, and was unable to explain the difference in price, other than that the company "must recalculate the price". When I asked to speak to someone else, he hung up on me.Acording to Lufthansa's own General Conditions of Carriage:3.3.3. If you have chosen a fare that requires you observe a fixed ticket sequence, please note that we will recalculate the fare according to your amended routing if carriage is not used on all individual legs or not used in the sequence specified on the ticket with otherwise unchanged travel data. The airfare will be determined in accordance with the fare you would have had to pay for your actual routing in your price group on the day of your booking. This fare may be higher or lower than the fare you originally paid.If the price group you originally booked was not available for the altered routing on the day of the booking, the cheapest available former price group for your altered routing will be taken as the basis for the recalculation.I never received an explanation for why the price was so much higher than the price difference between flights, despite paying extra for a re-bookable ticket. They never called me back, and I have yet to receive the receipts for the flight change.

  Customer Answer

  Date: 08/19/2024

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