ComplaintsforLufthansa German Airlines
Airlines
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Complaint Details
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Initial Complaint
09/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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 response
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
09/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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 response
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
09/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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
08/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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 response
09/20/2024
Better Business Bureau:
At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
Sincerely,
***** *****Initial Complaint
08/23/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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 response
09/17/2024
Better Business Bureau:
At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
Sincerely,
*******************Initial Complaint
08/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
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
08/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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.Initial Complaint
08/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
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 response
09/13/2024
Better Business Bureau:
At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
Sincerely,
*****************************Customer response
09/13/2024
Better Business Bureau:
At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
Sincerely,
*****************************Initial Complaint
08/19/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
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 response
09/13/2024
Better Business Bureau:
At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
Sincerely,
***********************Initial Complaint
08/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
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
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Customer Complaints Summary
1,023 total complaints in the last 3 years.
271 complaints closed in the last 12 months.