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 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

• 

  Lufthansa German Airlines

  17801 International Blvd Rm M6014 Seatac, WA 98158-1202

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:07/22/2024

  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 booked a car rental through their portal and they cannot find it so it can be cancelled. The rental company Europcar will not cancel it because it was booked on a third part platform. Their technical support is useless and pointing the finger at the rental agency. I'm stuck in the middle and have no way to cancel the reservation.Europcar reservation number is ********** .I will never fly with you again.

  Customer Answer

  Date: 08/16/2024

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

• Initial Complaint

  Date:07/22/2024

  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 was to flew with Delta Ailine from ******** to ****** on Jan 30. After I learned that my original flight to ****** from AMS was cancelled and re-booked via ****** with Lufthansa Airline. At **************, airline staff refused to communicate with me to inform me of how to go to the other terminal and I almost missed that flight. The inconvenience was the fault of Lufthansa Airline, but the resulting stress and trauma of navigating to the next terminal was completely avoidable by Lufthansas employees. I am on senior citizen woman and was traveling alone and I was left in tears at the airport from the lack of assistance from Delta and the stress of missing my flight. This customer service was disrespectful and unacceptable. In addition to this, my bag was also not received in ****** in my flight, and I had to deal with more stress as I was attending close family wedding functions from the next day itself. I had to purchase emergency purchases for which I spent USD ****** a This whole experience was incredibly stressful and made worse by the poorly behaved customer service agents at **************. This was not enough After reaching *** when I put the claim, Lufthansa Airline took more than 4 months to admit my claim. They sent $760.83 to my joint bank account which was rejected by the bank due to some technical reason. Thereafter, when I sent them another bank account, they stopped responding to my emails and till date I have not received my claim amount which was agreed upon by Lufthansa airline.My original booking was with Delta Airline and due to cancellation by Delta Airline, I had no other option but to fly with Lufthansa Airline as arranged by Delta Airline and had to go through all this agony and suffering.Since Lufthansa Airline in not responding to my request and emails, I am requesting BBB to co-ordinate with Lufthansa Airline and forward my complaint to get my reimbursement of emergency purchases due to delayed luggage.

  Customer Answer

  Date: 08/19/2024

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

  [Your Answer Here]

   

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:07/22/2024

  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.

  Hello and Thanks in Adance I am not sure how to explain this entire experience with Lufthansa, and customer service, the amount of time I have spend on this by phone and via email and . And horrible experience I have had and still I have no feedback, I thought is it best I write you a short summary and what happened.Here is the summary of what happened.On Monday, 8/14/2023 at 5:06PM, I booked my flight to ******************* (***) on Lufthansa website for $3,345.75. Total amount was for flight and train ticket thru *************, I was told I had 24 hours to cancel this for any reason what so ever without any penalties at all.they were supposed to have given me a FULL REFUND of my flight as I cancelled it within the 24 hour Cancellation policy you have, and as of today this has not bene done yet.I am writing to you requesting an immediate investigation here and hope you see your company made a mistake and you give me a full refund and total of $3206.75 ( $3,345.75- $139.00 = $3206.75 ) .Thanks *****

  Customer Answer

  Date: 08/15/2024

  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:07/15/2024

  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 experienced a delay in receiving my luggage for over 30 hours on a flight from ****** to *** on June 20, 204. I promptly filed a claim (feedback # ********) for reimbursement of expenses incurred during the delay. The claim was approved for $249.12 on June 28, 204, and I provided my bank account information the same day as requested. However, I have yet to receive the reimbursement or any updates on the status of the payment. Despite reaching out via email multiple times, I have not received a response. I also contacted the company by phone and was assured a callback, which has not occurred.

• Initial Complaint

  Date:07/15/2024

  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 flew Lufthansa on 5/26/2024 to LHR to FRA and FRA to IST. On the last leg of the flight, my luggage was left behind in *********. I was informed by airport officials that it is coming on the next flight over and I would have my luggage that night. I was in ******** for a wedding. I didn't receive my bags until 48 hours later. I had to buy everything for the wedding- clothes, shoes, make up, toiletries etc. Many places didn't even have receipts for me as they were shops in the bazaar. I documented all of this and submitted it to Lufthansa. It has been two months and they have yet to reimburse me. After submitting my receipts, the claim was denied. When I tried to get information on why, no one would respond to my emails. When I would call by phone, they said someone will email you. I have spent so much money and was only looking for Lufthansa to reimburse a quarter of the cost. I would not recommend flying Lufthansa.

  Customer Answer

  Date: 08/09/2024

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

• Initial Complaint

  Date:07/15/2024

  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.

  My sister and I were attempting to make DELTA airline reservations from *********** to ****** for 9 people in September 2024. On October 25, 2023 in the *** Delta Skyclub we approached the booking agent to help with the reservation. After asking about booking tickets, he said the women at the desk only manage same day inquiries and he could help us. When we asked the question about timing our booking, he said he didnt really know but said we could call the general reservation line and they would help us. The number he read from his Delta issued phone (red phone) was **************. This number was NOT a Delta reservation number, but a scam. When we realized the scam, we contacted Delta Airlines, and they quickly addressed the situation and issued a refund. By contrast, we have submitted two online Lufthansa refund requests (Feedback ID #s: ********, ********) contacted Lufthansa customer relations 7 additional times on January 5, February 1, February 6, March 19, April 3, April 24, April 30 and May 15th. I even sent an email to their CRO and ************************* on July 7. To date, we have not received the refund or any response from Lufthansa.A police report was filed with the ****************************** We are asking that Lufthansa refund our tickets for the fraudulent purchases of the 9 tickets. We would appreciate your help! Our next step is contacting an attorney and we are wiling to do that if you believe that is the appropriate next step. Thank you very much!

  Customer Answer

  Date: 08/08/2024

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

• Initial Complaint

  Date:07/10/2024

  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.

  Dear BBB, This is in reference to the shady business practices of Lufthansa Airlines that virtually has all the appearances of customer service (touting email, phone, web forms and "complaints" ) section, but when all of these were tapped into, not only no resolution occurred, I was promised call backs which never happened. Lufthansa has my money in full and I have not been on any of the flight I was supposed to be on. I was able to move my date once, paid the change fee, and not thereafter within the one year period, owing to substandard customer service skills. In total, I contacted Lufthansa about 30+ times to alter my reservation and was promised all sorts of contradictory things depending on who picked the phone. On June 7, 2023, I wrote: Dear Lufthansa,I have had the WORST customer service with your ********************, having now called and spoken with 7 agents who have not only1) told me things that contradict each other 2) have contradicted one another 3) have hung up when asked to call a supervisor 4) have hung up when asked to refund, mid way during processing of refund 5) have refused to get a supervisor, and above all, have not resolved my concern. It has been 3 days, 9 calls, 3 hours, no resolution.I have been flying for 24 hours and I have never seen such service. At this moment, I am on the phone now for 38 minutes and there is no resolution, except to direct me to the online website, which never has any actual response. For reference, the booking no. is *******

• Initial Complaint

  Date:07/10/2024

  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.

  Me and my wife were removed from plane from ****** to ******** on July 5, 2024 by captain of the ship, after we requested tochange our seats, since we paid extra for seat assigments, we were refused and captain call to local police to remove as from the plane claiming I was drunk. Police took as to police station run sobriety text on me and found no alchocol whatsoever, as well indicated that captain has no reason to remove us and we should be rebooked on next plane for free. Police Report***************. Than policw officers took us to Lufthansa service station, told them what happened and told us that our tickets will be rebooked at no charge to us. Upon there the saleswoman was trying to rebook our tickets, but then told us to wait, because our case went to higher authorities. Ab about an hour manager showed up, who refused to provide any idefication, just givenher name as ************** and refused rebooking without any explanation and providing any information. As, result we had to buy two new tickets for next day flight at ridiculos amont of $4500.00.

• Initial Complaint

  Date:07/09/2024

  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.

  After a flight that was cancelled by Lufthansa, and receiving an email from them stating they would cover for my hotel expenses (even stating the $ amount), Im to receive the refund. Same as with the lost checked luggage, I provided a breakdown for the contents as well as value, nor I have received my compensation. Lufthansa customer satisfaction is bad, kind of surprising knowing they go by the more stringent European regulations.I hope my issue gets resolved through the BBB

  Customer Answer

  Date: 08/03/2024

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

• Initial Complaint

  Date:06/24/2024

  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.

  I purchased a roundtrip ticket on Lufthansa from ********* to ********* and back for September 5-19, 2023, at the price of $849.35. En route to *********, I flew via ******* and ******. In ****** I missed the connecting flight to ********* because I was confused by the gate/boarding process. Lufthansa rebooked me on a later flight and charged me $430.91 for this flight. I continued on to ********* without incident.My return flight from ********* was scheduled to depart on September 19, 2023. When I arrived at the airport, Lufthansa told me that my entire return flight had been cancelled due to missing the connecting flight on September 6, even though I had continued on to ********* and paid for the additional ticket/fees. This was the first time they communicated this to me. I called my mom in the U.S. and she booked a new flight home for me on September 20 for $478.00. When I got to the airport, they said the credit card transaction hadnt gone through and charged me $730.24 for the return flight home. My mom looked up the credit card charge and had plenty of balance on her account, so apparently the issue had been on Lufthansas end. The $478.00 was not charged to her card. I filed a complaint with Lufthansa (FB ID ********* on October 9 requesting a refund of $252.24, the difference between $730.24 and $478.00. Ideally the entire return trip of $730.24 would be refunded, as it was cancelled by the airline with no cause. Lufthansa sent an automatic message acknowledging receipt of the complaint but never followed up. When I called them, they said I had to do everything online. When I then tried to follow up, on October 24, they sent another automatic message acknowledging receipt and saying there may be a delay due to a high level of incoming inquiries. I have not heard anything more from them.I would like my refund to be a cash refund, not a flight credit, as I no longer wish to do business with Lufthansa.

  Customer Answer

  Date: 07/19/2024

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