ComplaintsforLufthansa German Airlines

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Lufthansa did not deliver my luggage at my arrival gate, it was delayed two days. Delay report # ********** In this time I purchased essential items like clothes and toiletries. I then submitted a reimbursement claim, report #********. When my luggage arrived at my hotel 2 days later, it was totally damaged, unusable. Two of the wheels had been ripped off of the luggage and left hanging from the shell. I therefore submitted a damage report, #**********. I contacted the airline more than 10 times while waiting for a resolution as no one would respond to the claims, and management seemed to NEVER be available by phone. Lufthansa cost me $504.36 USD in damages, emotional damages, time spent, and cancelled plans aside while dealing with this because of THEIR ERROR! I then took this up with the bank to investigate, to which Lufthansa responded 2 days into the investigation with an offering of $149 USD. An insult. Disgusting customer service. Absolutely HORRID, I will never fly with this airline again. I was FRUGAL in my spending. I sincerely only purchased what I needed for those 2 days as well as the replacement luggage, and this is how I am treated? I just want my money back, only what they owe me.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We have been told by *** Lufthansa checking counter supervisor to email to request refund due to their system technical issue cant process our original reservation. The amount is USD$12,387.84 including Hong Lin(ticket number ************1)and ********************* (ticket number *************) tickets.We have redeemed Lifemiles for ******** (reservation ****** and ticket number *************) from ***-*******. For this reservation, we have selected seat and meals on LH website 24 hours before departure. However, when we checked in at *********** LH counter the system showed the ticket is under *********************. The same problem on *********************** reservation which was redeemed with United miles (reservation number ****** and ticket number *************) from ***-FRA. We have selected seats on LH website for this reservation as well. But, when we checked in at *********** LH counter the system showed the ticket is under *********************, too.********************* had his own reservation (reservation number ****** and ticket number *************) ***-FRA. But, when he got the ticket, it became ***-*******. The *** LH checking counter cant fix the problem (3 tickets under *********************) before boarding. So, they told us to buy new tickets first and request refund with Lufthansa when the trip was finished. We had called United Airlines and Lifemiles when we were checking at ***********. Both confirmed the tickets were valid and under correct passengers name at that time. We can also see both booking records on LH website at that time. Obviously, Its the system error at ***********. Lufthansa didn't refund us after sending complaints instead they kicked the ball back to United Airlines and Lifemiles. Please help us to get the money back as Lufthansa ******************* checking counter supervisor promised.

  Customer response

  06/29/2024

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

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My flights were on Dec 5 and Dec 6 2023. This was a special period of extreme weather disruptions in Germany, due to which Lufthansa was offering full refunds for cancellations of flights with a transfer in Germany regardless of the class of ticket. My flight itinerary was EWR - FRA - BOM. Both, on the Lufthansa app, and when I spoke with their customer service agent, I was unambiguously assured that I will get a full refund for cancelling this ticket because of the special circumstances. It has been 5 months and I have constantly been reaching out to them asking for my refund. Only now did they even give a response to my issue, but they are refusing to issue my full refund without giving me any explanation. They have only refunded me $112.20 instead of $1,192.80. Despite explaining multiple times that this refund is important to me as a financially struggling college student, I have been left hanging by them for months, only to get a response with a refusal to issue the refund that I am entitled to.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I booked tickets for my parents, from ** to *****, and it was operated by Lufthansa from ** to Germany, and Air China from Germany to *****. The tickets were booked through United Airline. The first phase itinerary that was from ******, ** to ******, Germany was cancelled due to a strike in ****** airport of the day, and the flight LH425 was cancelled , on March 18th . The flight was cancelled on March 18th, just several hours before the departure. We had no way to find another flight to ****** to catch the 2nd phase flight. Thus, we had to re-book tickets. We live in *******, **. We decided to take the flight from ****** instead of *******, just because it only had 18 hours traveling in total. My parents have health issue. Taking a flight with shortest traveling time was our goal. Unfortunately, it was cancelled. We tried our best to contact Lufthansa to ask for the compensation due to the Lufthansa operation issue, but Lufthansa refused to provide any compensation by kicking the ball to Air China, and saying it was our fault that we did not show up for the Air China flight on time. The case we opened with Lufthansa is FB ID ********. We explained LH425 on March 18th was cancelled on the afternoon of March 18th due to the strike in ******, but the customer service keeps saying it is our fault. We ask for the compensation for this cancellation, because it was cancelled on the same of the departure, and it was cancelled due to strike, not any weather reason.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Feb. 21, 2024 I purchased 4 international airline tickets for myself, my kids and my mom. I bought them because I was worried about the high prices during the summer months. I also chose those tickets because of the convenient departure times. At the end of April Lufthansa sent me e-mails that two of the bookings are changing departure times from 2 pm to 6;30 am. I confirmed the change since they did not give me any other options. I looked online and saw that prices for the same type of tickets have lowered by $400. I called to rebook and was told that they will charge me $199 per ticket for that. We fly Lufthansa every year and spend between $4,000 and $6,000 on flights. I feel they should let me rebook free of charge especially after inconveniencing us with earlier and cheaper price. They never gave us the discount when they made me confirm the change. Looking at the prices now those early flights are $300 cheaper (each) than the 2 pm flights I had originally booked.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  booked round trip with lufthansa. during my return trip the last leg of my flight was rebooked and delayed without my consent for over 6 hours. this has caused huge inconvenice especially after 30+ hour international trip. additionally, my baggage was damaged during the return trip.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Subject: Complaint Against Lufthansa for Unresolved Rebooking Issues Dear Better Business Bureau,I am writing to file a formal complaint against Lufthansa regarding a series of unresolved issues with rebooking our flights. The booking reference numbers are ****** and *******On Friday, May 24, 2024, I encountered issues checking into my seats due to passport problems. We called Lufthansa customer service a day before our flight. After speaking with three different operators, I was informed that we could rebook our flights for $199 plus fees. Unfortunately, each time our calls were disconnected after extended periods on hold.On Saturday, May 25, we called back, only to be told that we could not rebook due to the type of tickets we purchased. When we requested to speak to a manager, we received the same response. However, upon reviewing the rebooking policy on the Lufthansa website, we discovered that our tickets did allow for rebooking.We called again on Sunday, May 26, and managed to rebook my wifes flight but not mine. Although we purchased the flights together, our bookings were somehow split, creating an even bigger mess. After over 30 calls and countless hours re-explaining our situation, this issue remains unresolved. The last call we made confirmed that my wifes rebooking was approved but mine was denied.The root of this nightmare was a mistake on Lufthansas behalf, where an employee incorrectly informed me that my tickets did not qualify for rebooking, leading to my being labeled a no-show. This label is now preventing me from rebooking my flight.Despite numerous attempts to resolve this through Lufthansas customer service, the issue remains unresolved. I am seeking your assistance in addressing this matter and holding Lufthansa accountable for their poor customer service and misinformation.The employees have been misleading and have displayed unethical sales practices, trying to upsell me every time I call

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Travel Reservation Number: ****** ON 5 Feb 2024, I purchased Premium Coach tickets with Lufthansa for round trip from CVG to ESB for travel on March 12 and returning on March 20; The ticket was for $2135.40. I also purchased Seat Assignments for both directions (trans-Atlantic legs) for $72 each way. I also paid for an upgrade to business class on March 9, $560.13.On March 10, I received notification from Lufthansa that they were canceling the March 11 flight due to a strike by their employees. I was eventually able to get Lufthansa to rebook my now-business class ticket to a basic Coach ticket with United. I flew with United in a Coach seat.Lufthansa owes me $704.13 (the cost of the upgrade to business class and the purchase of a seat assignment I did not use ($70 x 2)) PLUS the difference in price for a Premium Coach vs a basic Coach seat, I estimate that to be around $1000 as I am not able to access pricing information for the day I purchased the tickets.I have contacted Lufthansa multiple times and filed a chargeback with my credit card. Lufthansa has refused every attempt to refund money for services they did not provide.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We booked flights from ***** to ********/******* for two adults and two children on Lufthansa's official website, but the experience has been a nightmare.First, our itineraries were changed multiple times without consent. No valid reasons were provided, causing significant disruptions to our travel plans. Second, their customer service was unprofessional, unhelpful, and dishonest. Lufthansa canceled a flight in my itinerary on February 1, 2024, and their website indicated a refund could be requested. When I attempted to do so, I was directed to contact a customer service agent. The agent cancelled the itinerary and promised a refund within a few days. However, a week later, I had not received the refund. When I contacted customer service again, the agent informed me that I would not receive a refund and that my only option was to change the itinerary. Despite explaining the previous promise of a refund, the agent refused to honor it and was extremely impatient. In mid-May, my spouse, who is pregnant, was advised by her doctor to postpone her flight due to potential complications. After we providing medical documents, an agent told us that changing the itinerary would cost $427.50, which we accepted and received a confirmation email. Later that day, another agent told us the correct cost was actually around $2,300, not $427. At that moment, we had made many changes in our travel plans that could not be reverted. This change put us in a situation where we had no choice but to accept the price increase. Despite acknowledging the previous agents mistake, this agent refused to help us in any way, stating we had to either accept the new price or cancel our itinerary. The agent was very unhelpful and impatient, refusing to explore more affordable options or assist us in any way. The conversation with this agent (he said his name is *******) was truly irritating.

  Customer response

  06/22/2024

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

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had a plane ticket with Lufthansa last May. I got ill and ended up in an emergency room. The doctor prescribed no travel for 2 months. I asked Lufthansa to reimburse me. I completed their online reimbursement process for medial situations and provided them with the required documentation from the hospital. I never got an answer. I emailed them twice, including the *** in the email. Never got an answer. Completely dismissed me.

  Customer response

  06/23/2024

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

*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. ↩