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

  1640 Hempstead Turnpike East Meadow, NY 11554-1040

• 

  Lufthansa Airlines

  5230 Pacific Concourse Los Angeles, CA 90045

• 

  Lufthansa Airlines

  5721 West Imperial Highway Los Angeles, CA 90045

• 

  Lufthansa German Airlines

  17801 International Blvd Rm M6014 Seatac, WA 98158-1202

• 

  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:02/24/2025

  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.

  Lufthansa confirmed pet travel arrangements for two animals via phone and email. However, at check-in, they denied boarding, citing an undisclosed policy that prohibits dogs from flying to *********** though my dog met all legal requirements, including a valid rabies vaccine issued in the **** This restriction was never communicated at the time of booking or at any point before departure.Lufthansa then wrongfully marked me as a no-show, refusing to refund or accommodate me despite their failure to inform me of the restriction. As a result, I was forced to purchase a new ticket at a much higher price, and my planned pet couriers were also impacted, requiring last-minute rebooking with another airline at additional expense.Despite multiple attempts to resolve the matter, Lufthansa refuses to acknowledge their responsibility or provide any form of compensation. Their actions constitute deceptive business practices, violating ********************************* regulations regarding fair consumer treatment.Resolution Requested:I am requesting:Full reimbursement for my rebooked flights and additional expenses incurred due to Lufthansas failure to disclose their pet policy.Compensation for the financial hardship and inconvenience caused by their negligence.A formal acknowledgment from Lufthansa that their lack of transparency led to this situation.

  Customer Answer

  Date: 03/20/2025

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

  No solution has been offered to me. 

   

   

   

   

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

  Sincerely,

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

• Initial Complaint

  Date:02/18/2025

  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.

  Booking Reference: ****** I am writing to formally express my dissatisfaction with the recent changes made to my flight booking (reference: *******, which I purchased through flexible ticket with Lufthansa.Initially, my ticket included an open return, but I have been informed that the flight time has been modified. The only option I am being offered is to change the flight within a window of seven days before or after the original date, which I do not accept. This limitation is not in line with the flexibility I expected when purchasing a flexible ticket.Additionally, when I requested to reschedule my return for the first week of June 2025, I was presented with an exorbitant fee, which contradicts the conditions of a flexible ticket. Given the circumstances, I consider this an unfair and unjustified charge.I kindly request that Lufthansa:1.Honor the flexibility of my ticket by allowing me to change my return flight to the first week of June 2025 without fees.2.Provide a reasonable resolution in line with the conditions under which I purchased the ticket.If a satisfactory solution is not provided, I will be forced to escalate this matter to the appropriate consumer protection authorities.I appreciate your prompt attention to this matter and look forward to your response at your earliest convenience.Sincerely,[Your Full Name][Your Contact Information]

  Customer Answer

  Date: 03/15/2025

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

• Initial Complaint

  Date:02/18/2025

  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 booked a Lufthansa flight for LH 428 MUC to CLT in Business class on 4/6/2025. On 2/11/2025 the seat arrangement change to their newest seat concept, Allegris. When this happened they changed our seat to 3A and 3E by Lufthansa with nothing due to get those seats. We were fine with those seats and verified via the booking page that indeed they were given to us for no fee. Then on the morning of 2/14/2015 the seat assignment went away with no seat assigned to us now and no change in the aircraft seat layout. We attempted to get the seats back to what was assigned on 2/11/2025 but was told if we wanted to get those seats now we would need to pay money for them. I asked them to honor the 3A, 3E assignment as those seats were given to us by Lufthansa at no charge. We would like to have them honor the seats that they had assigned to us on 2/11/2025 as they were chosen by Lufthansa and given to us for nothing.

  Customer Answer

  Date: 03/14/2025

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

• Initial Complaint

  Date:02/10/2025

  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.

  I flew from DEL to *** on Dec 27, 2024 via a layover in ****** aboard Lufthansa flight number *************.- I found my bag damaged when I collected it at the *** airport, with the trolley handle as well as the side handle broken.- I immediately informed a Lufthansa agent at the airport, who simply advised me to file a claim online within 72 hours of flight arrival.- I tried filing the claim online, but their portal returned an error message and asked me to try again later for the entirety of the validity period of 72 hours.- I spent several hours to find the right Lufthansa agent on various Lufthansa phone numbers. Ultimately, one of the agents advised me to write a letter to the customer relations office in ***********, *********- After about a month, they have declined any compensation for the damage claiming that I informed their team of the damage after the 7-day deadline, even though I sent the letter the day after the flight landed - well within the legal deadline to raise a claim.Can you help resolve this issue with Lufthansa?

• Initial Complaint

  Date:02/10/2025

  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 formally emailed to complain & have not heard back. For my mom's experience, attempting to fly on Dec 9, 2024 by Lufthansa, name ******* *****, Ticket number *************. I booked Lufthansa for their service through ******** advised by Lufthansa customer service since I had to pay in USD based on their collaboration agreement She began her journey from ****** to IST with Turkish Airlines, Lufthansa didn't operate from ****. Arriving at the airport 6 hrs before departure to check in (IST-ABQ (transit Frankfurt)),Lufthansa agent in IST denied her check-in & boarding, claiming transit **** for Germany is required. I talked to their customer service for 4 hours, on the phone they said no problem but in the airport didn't allow check-in. This denial was baseless, as holders of valid US **** & transiting without leaving the airport & under 7 hrs do not require transit ****s for Germany. I confirmed through multiple calls to their customer service it was incorrect,the agent refused to allow boarding, said he left note on ticket that he did not let check-in, but the online customer service said the note is no-show, I kept asking, the agent said the online agents don't have access to right notes.The agent arranged a Turkish ticket to ******, but it did not allow her cat in cabin which I clearly stated was a necessity.I kept calling Lufthansa to change, but was told they could not, after many calls, Lufthansa told to call *************** told to call Lufthansa.After many uncoordinated guidance between two airlines, ******** finally agreed to ********* refund over a month.Unable to proceed with Turkish due to pet restrictions, she had to stay in IST for 3 days & buy ticket for Dec 12.Additional costs:Difference round-tickets IST-ABQ+Pet(($185+$150)*2) $1,400 Iran-IST+Pet$1,000 Housing+taxi $700 As a result of Lufthansa's ill-advised decision to deny my mother to transit, I request refund for the additional monetary damages & initial canceled tickets $4,241.91 total

• Initial Complaint

  Date:02/03/2025

  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 business class ticket from Lufthansa in the ***** covering my full itinerary, including ***** to ******. Due to a Lufthansa flight delay, I was rebooked on an Emirates flight for this segment.Upon arrival in *****, I was shocked to find my ticket had been downgraded to economy, despite Lufthansas assurance that I would remain in business class. I spent over an hour on an international call with Lufthansa, incurring costs, but they failed to fix their mistake.Lufthansa refuses to compensate me, falsely citing ** Regulation 261/2004, which does not apply since my ticket was purchased in the **** and the downgrade happened on a ***** to ****** flight.I request:? A refund for the downgraded segment ? Reimbursement for incurred expenses ? Compensation for service failure Please investigate Lufthansas unfair practices.

  Customer Answer

  Date: 02/27/2025

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

• Initial Complaint

  Date:02/03/2025

  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 tickets thru Expedia on May 15th for a trip for me and my parents for flights from ********* to ****** and from ********* back to **********. It was a packaged deal thru expedia for a total of $1305.20 that was paid to Lufthansa Airlines.We cancelled the first flight from ********** to ** on September 5th, because of changes in flight times from Lufthansa so they said we would get a full refund once the travel was completed.On the return flight, our plane was late leaving ********* so we missed the connecting flight from ************* back to **********. We were told were would get refund for that leg of the flight as well. It has been very difficult to talk to anyone about who is refunding the money. Finally, I received an email saying Lufthansa was refunding me $29 for one flight and $30 for the second flight which is ridiculous. (united was contracted for these flight). Last year I had to cancel a flight from SF to Sac and was credited $250. Not sure why I am only supposed to get $29 and $30 now. No one will call me back and I have been hung up on many times when I request a supervisor. Not sure what else to do.

  Customer Answer

  Date: 02/27/2025

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

• Initial Complaint

  Date:01/27/2025

  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 am writing to request your assistance in resolving a complaint with Lufthansa Airlines (Feedback Case ID: ********* regarding significant disruptions during my travel in April 2024. Despite multiple communications, I have been unable to secure appropriate compensation. On April 28, 2024, I had a flight from ********* (***) to ****** (MUC) with a layover in ************* (SFO) (Reservation number: *******. Due to delays on the *** to SFO leg of the journey, we were forced to stay an additional night at the Courtyard by ******************, departing the following evening on April 29, 2024, at 9:05 PM PST on flight ******* The disruptions caused: Degraded Seating Class: My mother and I purchased Business class tickets, but due to the delays, we were downgraded to Economy on the *** to SFO leg. The difference in value is approximately $220-$350 per ticket, totaling $440-$700. Extended Hotel Stays: I had to pay ****** EUR per night for the two pre-paid/non-refundable nights at the ********************* and one more night to await our lost/then delayed luggage, totaling ****** EUR. Baggage Loss and Delay: Our luggage was lost and then reported delayed, adding further inconvenience. On October 30th 2024, Lufthansa (Customer **** *****) agreed to remit payment in the amount of ****** EUR to cover the additional hotel expenses. He requested that I provide my bank details. I provided this information on the same day, October 30th 2024 and haven't received a reimbursement to-date, despite following up on Nov 9th, 13th, 15th 2024 and then again on Jan 3th 2025.I request the Better Business Bureaus intervention to help resolve this matter. Specifically, I seek reimbursement for the hotel stays (****** EUR) and compensation for the downgrade (totaling $440-$700).Thank you for your attention to this matter. I look forward to your assistance in obtaining a fair resolution. *********, ***********************

  Customer Answer

  Date: 02/20/2025

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

• Initial Complaint

  Date:01/27/2025

  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.

  Lufthansa only wants to partially reimburse my claim after a 5-month process. They have already closed my case without any reimbursement because I refuse to accept their partial reimbursement. I have over 20 e-mails with them. See the details of the events below. Please help.Flight Details:Reservation Number: *************** Original Flights: ******* to ******: UA 102, July 19th 2024, Departure: 4:30 PM, Arrival: 10:05 AM.Cancelled Flight:****** to **********: LH 2322, July 20th, 2024, Departure: 6:25 PM, Arrival: 7:25 PM Replacement Flight:****** to *********: LH 109, July 21st, 2024, Departure: 2:00 PM, Arrival: 3:00 PM ********* to **********: LH 390, July 22nd 2024, Departure: 07:05 AM, Arrival: 07:50 AM Final Means of Transportation to destination:AVIS Rental Car from ****** to ***** Germany: July 21st, 2024. My sister lives in **********, 30 minutes away from *****, hence I was able to drive to *****. Issues:No prior notice: Flight cancellation was only announced 2 hours before departure.Inadequate customer service: ****** wait in line; phone support unreachable. I was never able to talk to customer service within ***************************************************************************************************************** hotel vouchers. They told us to submit a claim for reimbursement. Unacceptable Rebooking: Overnight stay in ****** and *********, with a 2-day itinerary for what initially was going to be a 1-hour flight. I was traveling to see my sister's newborn and I couldn't wait 2 days to get to my final destination.Lost Luggage: Documented baggage missing for 10 DAYS! My trip duration was 14 days...Additional Expenses:Rental ********** Accommodation Meals New Clothes and Necessities Demands: FULL reimbursement for aforementioned expenses. THE TOTAL CLAIM AMOUNT FOR THE FLIGHT CANCELLATION AND DELAYED BAGGAGE IS (****** EURO+ ******+ ****** USD (****** EURO)= ***** EURO

• Initial Complaint

  Date:01/22/2025

  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.

  Baggage Delay and Terrible Experience: I flew with Lufthansa, and my checked-in bags are in ********* & won't arrive for 4 days despite 10 daily flights to the **** Ive followed up with their customer care and baggage teams, but they either lie or redirect me to close the call.I voluntarily checked in my carry-on to help flight operations, but now Im without essentials; reimbursement policy is inadequate.Ive flown over 300 times and am usually tolerant of minor issues. However, this return leg was the worst experience of my life.In-Flight Experience:Seat Issues: Pre-selected seats were reassigned. Worse legroom than even low-cost carriers.Entertainment Failures: TVs on both legs didnt work, with poor touchscreen ************* Options: Despite two options on the menu, only one was served to all passengers Transfer Chaos: No direct transfer as promised due to delayed arrival. Improper guidance at Lufthansa airport Carry-On Check-In: Voluntarily checked in my carry-on but was placed in the last boarding group, with no space onboard Faulty Seats and Toilets: Seats were hard to recline; Old toilets & poorly maintained Post-Flight Nightmare Delayed Bags: Both bags missed the connection despite the 45-minute window.Customer Service Runaround: Repeated calls to the baggage team were unhelpful. Agents lied, denied escalations, & gave inconsistent information. One suggested visiting the airport (with full expenses reimbursed) but backtracked when asked for written confirmation. Despite the tracker showing my bags in *********, they claimed the bags were "yet to be found." Supervisors were unavailable & gave lame excuses that all upcoming flights are full. Spent 3 hours across three calls, only to receive poor service, broken promises, and no resolution for bags Compensation to be given by ********* I demand full ticket reimbursement and full $1,800 under the Montreal Convention for the delayed bags. Lufthansas negligence and poor service are unacceptable.