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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

    • 975 total complaints in the last 3 years.
    • 199 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:03/28/2025

      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.
      In June 2024, I booked a roundtrip ticket via Lufthansas website from ***************** to ********* (Dec 21, 2024Jan 5, 2025; booking code: ******, ticket no.: *************). In ******, I rescheduled my departure to Dec 6 using the Manage Booking feature and received confirmation (attached).Leading up to Dec 6, I received multiple Lufthansa notifications about my upcoming travel, but was unable to check in online. Upon calling support, I was informed no ticket had been issued despite the ****** confirmation. I had no way of knowing thismy app and email showed a confirmed itinerary, which is all I had access to. A support agent offered me a seat on the Dec 7 flight at no extra charge, which I accepted and received confirmation for. I reconfirmed this via phone and was told to proceed to the airport the next day. At the airport, I was told I had no valid ticket and would need to pay $3,000 to fly$1,200 more than my original roundtrip. Another agent eventually got me a Dec 9 seat for $690, which I paid. This was the latest I could depart, as I had further travel plans in ***** based on the assumption Lufthansa would get me there on time.Throughout this ordeal, no agent acknowledged Lufthansas fault. Lufthansa failed me in three ways: (1) falsely confirming the ****** rebooking, (2) confirming a Dec 7 ticket that didnt exist, and (3) instructing me to go to the airport for a flight I wasnt ticketed on.I submitted a complaint on Dec 7 (FB ID *********, but this was incorrectly reassigned to Jan 22 under a different ID. My complaint is about the systemic communication failures that misled me into believing I had valid ticketsforcing me to pay $690, travel repeatedly to the airport, and delay my trip. That charge is what I seek compensation for. I acted in good faith in ****** and should not have incurred last-minute fare increases due to Lufthansas internal error. Despite repeatedly following up with the airline I have not received suitable redressal.

      Customer Answer

      Date: 04/22/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:03/25/2025

      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.
      I purchased a roundtrip ticket from ***********, ************************************** on March 5th on ***'s website. It advertised the flight as having 3 checked bags, priority baggage, priority check-in, priority boarding, and standard seating. When I received my confirmation from ***, it did not have any of the advertised items listed on my ticket. I contacted AAA, and they told me that I had to contact Lufthansa because it was their advertisement on their website. I have emailed back and forth with AAA, but I tried to call Lufthansa on March 25th at 8:30a to see if I could try to resolve the issue myself. The agent on the phone, *****, refused to listen and kept telling me on the phone that I only had 1 bag that I had to pay for and that I booked my flight through a travel agent. I tried to let ***** know that ***'s travel group were in contact with them to try to resolve the issue. *** is saying that because it's Lufthansa's advertisement, they have to honor what was advertised. ***** would not get passed what he could see on his end. I asked to speak to a supervisor, at least, 15 times and he refused. He told me that I booked my flight through a travel agent and they would have to put the credits on for my bags. ***** would not listen to the fact that *** is saying that they are not responsible for my bags, but the airline is. He was dismissive to my concerns about my baggage allowance and would not transfer me to someone else. Lufthansa needs to honor what was advertised for my flight.

    • Initial Complaint

      Date:03/24/2025

      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.
      My son traveled on Lufthansa from *** to ****** on Feb 22. Upon arrival his luggage was not delivered. Lufthansa was unable to locate in their system nor to tell us if they will find it. My son stayed in ****** for 7 days as part of a school trip so had to purchase minimum amount of clothings. He came back on March 1. Lufthansa found the luggage a week after his ********* son file a luggage claim and we submitted every information and receipts we had. But each time Lufthansa is asking for something else to be submitted, even though we have submitted already (receipts, reservations number, name).It is now over one month and Lufthansa even though agreeing in text they will pay back, is still asking for documentations to finalize the request. Again even though all the documents requested had already been submitted.I know the airline is legally obligated to compensate and I am not understanding why they would blatantly try to make it *************** number is Feedback ID ******** I mentioned to the Lufthansa representative I would have to file a complaint to the BBB.Thanks ****** *****

      Customer Answer

      Date: 04/17/2025

      Better Business Bureau:

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

      i followed up again with them and was told by the representative he will escalate the complaint, but still Lufthansa has not returned any calls nor did reimburse me for the items I had to purchase while they were trying to locate the luggage.

      Sincerely,

      ****** *****


    • Initial Complaint

      Date:03/17/2025

      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.
      Complaint Summary:Lufthansa has failed to process my reimbursement claim (FB ID ********* for delayed baggage expenses, despite confirming receipt of all necessary documents and stating that the claim was under review. I have followed up multiple times, yet Lufthansa has failed to provide any further updates or a timeline for payment processing.Complaint Details:On September 17, 2024, I submitted a reimbursement claim for $1,342 due to out-of-pocket expenses incurred while waiting for my delayed baggage. Lufthansas customer service representative, ***** ******, last responded on March 7, 2025, at 5:21 AM, stating that my case was under review and that they were waiting for approval before processing the payment. However, since then, I have received no further updates, and my claim remains unpaid.I have followed up multiple times, including emails on March 7, 2025, March 11, 2025, and March 12, 2025, requesting a status update and a timeline for reimbursement. Lufthansa has failed to respond to these emails, leaving my claim unresolved.I escalated this matter to the ********************************* (DOT) under Reference TU2025025411, yet Lufthansa continues to delay and ignore my legitimate claim. This lack of responsiveness and failure to process a valid reimbursement is unacceptable.Resolution Sought:I am requesting immediate reimbursement of $1,342 for my delayed baggage expenses. Additionally, Lufthansa must:1.Provide a written explanation for why my claim has remained in review for so long without further action.2.Confirm the exact date my reimbursement will be deposited.Lufthansas continued lack of action has forced me to escalate this complaint to the Better Business Bureau. If they do not resolve this issue immediately, I will be left with no choice but to pursue further legal action and escalate publicly.Sincerely,****** ********

    • Initial Complaint

      Date:03/07/2025

      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.
      i travelled with lufthansa. But they damged my luggage and also there were some items that were missing from it. Lufthansa compensated for the damaged baggage but never compensated for the missing items from the bag.I request BBB to step into this to resolve the matter.

    • Initial Complaint

      Date:03/07/2025

      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.
      Our discover flight from *** to FRA. Missing our connection scheduled for 12:40. The next available flight they said they could get us on was 21:15 into ATH. This nine hour wait in the airport has caused us to miss our flight from *** to JTR. I had to purchase a whole new flight for this inconvenience

    • Initial Complaint

      Date:03/07/2025

      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 Jan 23rd I attempted to rebook the return leg of two itineraries with Lufthansa. In both cases the same return flight on Feb 6th was being changed to the same flight on Feb 5th. For the first itinerary I got a $54 refund from Lufthansa and **************** has a record of that on my Amex Platinum card. For the second itinerary, I was also supposed to get a $54 refund from Lufthansa per their website but they ultimately charged me roughly $200 for the itinerary. For the first itinerary I received an updated confirmation but for the other I received no further communication from Lufthansa.On Feb 4th when I attempted to check in for my flights I received the message on Lufthansas website that for my second itinerary, I had either completed by itinerary or that my booking had been canceled. On a subsequent phone call a Lufthansa agent acknowledged that my booking had been canceled by the their computer system with no notification given to me nor any refund provided for the cancelation. They did not explain clearly why or when that system initiated cancelation occurred.Since I still needed to travel on Feb 5th I was left with no choice at that point but to pay $1084 to book myself for the Feb 5th departure on the second itinerary with Lufthansa.After completing my travel I attempted to contact Lufthansa multiple times via email to request answers to my questions:Why was my rebooking on Jan 23rd not completed?Why was I shown a misleading price for my Han 23rd booking?Why was my return leg canceled by Lufthansa?Why was I not notified about any of these things by Lufthansa?Never once did Lufthansa answer any of the questions I posed. Instead they gave answers like our prices reflect supply and demand.Ultimately based on the sequence of events I believe Lufthansa should have given me a refund of $54 per my original transaction on Jan 23rd instead of charging $1084 as they did on Feb 4th. Therefore they should now issue a refund of $1,084+54=$1,138.

      Customer Answer

      Date: 03/31/2025

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

      1) they did not acknowledge that errors in their system led me to be charged $1084 for a rebooking that was originally supposed to result in a $54 refund to me

      2) they did not rectify the error by reversing that $1084 charge

       

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:03/06/2025

      Type:Billing 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 rebooked my ticket and am being charged incorrectly. I'm asking and not provided any receipt, told to wait 2 hours for email. Its been longer no receipt. My older tickets were more ($4, ******) than when I rebooked ($3,662.10), so not understanding the charges of $1144? Was told in that conversation if I want break down I can download and that there are no penalty charges, so what are these charges for change fee? When looked online receipt was not availble. Called in again-no help, transfered around, hung up on. It's really bad customer service with people who dont speak or understand english properly. I am also told that there is no penalty fee, so why was I charged $1144. This is incorrect. Booking ID ****** My break down of price:Sept 27th LAX to DEL $908.70 (2)Dec 9th DEL to LAX $922.35 (2)Premium economy I called and told agent I saw online (have screen shots to prove) this price agent also confirmed same.

      Customer Answer

      Date: 03/31/2025

      Better Business Bureau:

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

      Sincerely,

      ** ******

    • Initial Complaint

      Date:03/05/2025

      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.
      I am filing a formal complaint against Lufthansa Airlines regarding my baggage, failure to take action despite having the necessary information, and misleading compensation process. For over five months, Lufthansa has failed to resolve this issue, providing me with inadequate support, unhelpful staff, and contradictory responses. My luggage was mistakenly taken by another passenger on September 29, 2024, and I reported the issue, providing Lufthansa with the bag tag information of the person who took my bag. Despite this, Lufthansa never attempted to contact the passenger or search for them in their system. Staff at the **************** were extremely unhelpful and even suggested I should find the passenger myself. I filed claims and repeatedly called customer service, offering the baggage tag details, but Lufthansa ignored this information and failed to take action, leaving me to track my bag. After months of communication, Lufthansa confirmed a compensation payment of $1,880 in January 2025, but in March, they suddenly reduced the amount to $874. This issue has dragged on for over five months, and Lufthansas treatment of me has been unacceptable, causing unnecessary financial and emotional stress. I demand that Lufthansa honor the original compensation promise of $1,880 and request an investigation into their failure to track down my bag, despite having the necessary details. I urge regulatory authorities to hold Lufthansa accountable for their negligence, failure to assist a passenger in distress, and misleading compensation practices. Lufthansa had all the necessary information to resolve this issue promptly but chose to ignore it, leaving me to suffer the consequences. I expect immediate corrective action. Please find attached the relevant emails, . I appreciate your urgent attention to this matter and look forward to a prompt response.

    • Initial Complaint

      Date:03/03/2025

      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.
      I bought 2 tickets back in December from Lufthansa for *********** to **** March 28 to April 4 for $2,089.82. I bought economy tickets with the understanding that if I wanted to reschedule there would be a $199 charge per person. Due to family circumstances I rescheduled the flight today, March 2, 2025, for **** assisted by a person on chat box. They sent an email confirming the change and asked for a payment of $3,486.22.When I attempted to clarify the payment and why the amount didnt reflect a credit for the previous amount spent all 3 people I spoke to simply said that I was the one making the change so I had to pay. One person informed me that they do not give credits. I tried with all 3 to explain that based on what they were asking, my two economy tickets were going to cost me $5,576.54. They just kept repeating the same lines over and over to ***** far as I can tell, since I bought a ticket from Lufthansa once, it seems that for ever more Ive lost $2000.00 and will always have to pay at least a $400.00 penalty if I want to book with Lufthansa again.Right now, if I dont get help I will be out $2089.82 and will not get a trip to ******.

      Customer Answer

      Date: 03/27/2025

      Better Business Bureau:

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

      I contacted Lufhansa again and finally received a vague explanation of the cost to reschedule. I pleaded with the woman in "customer service" to be patient and explain why it would cost so much to reschedule a flight. Apparently, in order to reschedule my flight there was a $950 FARE charge for each of my tickets as well as some hundreds of dollars of fees. The end result was that the cost to reschedule 2 economy tickets was roughly $3650 dollars. This was in addition to the $2000 I'd already spent. I did not pay the $3650 to reschedule. They can keep my original $2000 because I will never ever, ever purchase a flight with them again. And walking away is much more sound than contacting that miserable call center again. An utter nightmare.

      Sincerely,

      **** ******

    Lufthansa German Airlines is NOT a BBB Accredited Business.

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