4.7/10

    From 131 passenger reviews

    roundworld

    from Australia - November 27, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Lufthansa has really gone down hill especially for customer service. Don’t bother phoning their contact centre or e-mailing for help. Feedback functionality seems to be permanently down on the website. I got a lot of standard scripted answers but no help. Very disappointed!

    Nadia

    from - September 17, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Traveling with an Infant? please do yourself a favour and skip traveling with Air Canada and Luftansa. Let me provide you a little background, I had booked a ticket on #Makymytrip from Bombay to Vancouver on Air Canada and it was a code share with Swiss and Lufthansa. When we booked the ticket we had to confirmed/booked an infant seat and then called Air Canada to request for a baby bassinet for my 8 month old. At the time of the booking I was told that the request was put in and that I was to call 24 hours prior to reconfirm and also speak to the gate agent. Makemytrip had also confirmed the same. I had called Air Canda from Vancouver and confirmed that they see our bookings are attached and the bassinet request is notated to the ticket. Everything was confirmed. Even spoke to Luftansa re-confirming the same. When I get to the Vancouver airport at 12:45 Pm for a flight that is scheduled to depart at 4:30 PM, (the counters hadn’t open yet). The ground staff in Vancouver are horrible !!! I was traveling with a 8 month old and had arrived early knowing it’s better to get everything done so I could feed and tend to my daughter and grab some lunch. But that didn’t happen, and none of the staff was sympathetic that my daughter who was screaming and crying and hungry!! My daughter ticket was showing but wasn’t attached to my ticket and none of the staff knew what they were doing or rather throwing it on to the next person “as I’m not gonna deal with this“ I was sent to #aircanada country the Luftansa staff with a crying baby because the Lufthansa staff kept saying it will be faster if they can do the ticketing. When I went to the Air Canada counter, they sent me back saying it was #Lufthansa issue. Even they didn’t seem to care. I had to wait 3 hours !!! That is not a joke !! We were the last to board !! We hadn’t eaten or drank anything instead had to literally run to catch our flight. Miss Shirley Ma who was trying to attach the ticket was the rudest person I ever met made me feel like I was 2nd class because I was flying with a child instead of trying to accommodate me. I was crying my son had to step in and I had try and calm myself and feed my daughter who was exhausted at this point. I am still overwhelmed at how the Lufthansa staff was so unsympathetic and slow. Worst of the ground staff at Vancouver airport !! I have travelled a lot and am still so shocked how they treated me. Even the senior staff at the counter didn’t care !! They didn’t want to help!! I will be posting this in all travel blogs and all travel forums because any one traveling with a infant from Vancouver with Lufthansa needs to know what they will be dealing with. And Lufthansa needs to know their ground staff unsympathetic behaviour and the worst customer service. Especially Shirley Ma treatment of the situation and how I am so deeply hurt at how she treated me. I strongly caution all mothers and fathers traveling with infants, please confirm the class of travel that your ticket is and the infant ticket class and make sure that it is attached before you go to the airport. Thank you, Nadia Sunesra

    Ilaria

    from - September 4, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    I flew with Lufthansa twice in life and both times they’ve lost the luggage. Customer service is terrible, both on the counter and by phone. Instead of apologizing for theis mistake they were mocking us, on the phone after making me wait 28 minutes they just hung up while I was still talking. Food on board was aweful, the pasta was chewy and smelled terrible and the bread was from at least 2 days before. I’ve definitely had much better food with lots of other air companies and I do travel a lot for work and for leasure. Hostesses and stewards were not up to high standards, I’ve asked for a glass of water with no gas and a glass of apple juice and I got 1 glass of half sparkling water and half apple juice. They gave me the vegetarian option that I did not order, it had in fact being ordered by a girl on a totally different row. I wouldn’t flight Lufthansa again as it’s expensive but gives the service of a low cost.

    Claudia

    from - July 10, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    Worst experience of my life with an airline (Lufthansa) and an airport (Frankfurt). Such bad treatment never happened to me – not even with less notorious or low-cost companies. Missed connection in Frankfurt with one hour between flights. Nobody cared to wait, or help, or to communicate something – even though I had the check-in done already from the first airport. I had to wait for 6 more hours for the next (delayed) flight on a freezing airport after sweating from running to get the connection and I caught a serious cold. For the future I will avoid like hell both Lufthansa and Frankfurt airport. They ruined the end of an otherwise perfect holiday.

    vivekanandh

    from - July 10, 2018

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    One of the worst customer service you will ever experience. My wife and my 15 month old daughter are traveling from Detroit to Chennai via Frankfurt. When we reached the airport, they checked in the bag and when they checked the passport, they found that my wife cannot travel as there is a new rule that if you have a layover in Frankfurt, we need a valid schengen visa or a US stamped visa. We told Lufthansa that you never told us anything while booking the tickets or even when i called them to pay for the seat allotment as Lufthansa charges person for getting the bassinet seat (Most other airlines provide it free if you book the flight with infant). Lufthansa just want to get the money from you and never provide any information. The person at the check in counter said it is in our website and i asked him to show it, he went and wandered for 15 minutes and said he lost the sheet which had that information. I checked their website and nothing says about the rule. They mention that if you have two layover within Europe you need schengen visa, but not for a single layover within Frankfurt. And the person in the counter said, if you have booked the ticket through Lufthansa, the customer service should provide me alternate route. So, i called the customer service as i booked the flight through Lufthansa.com. When i called Lufthansa customer service, they told me that they cannot do anything apart from cancelling (which i dont get any refund) or postpone the flight to some other day so that i can go and get schengen visa. I am speaking to them saying getting schengen visa takes days and my wife and daughter has to travel within couple of days. The customer service person said they cannot do anything. So, i went back to the check in counter and the person over there called the supervisor who made a call to customer service of Lufthansa and explained the situation. Lufthansa finally said they can put us in another flight with a huge layover everywhere and also it cost us $1500 more as it is considered as one way flight and we need to pay from our pocket. I have been going through all this mess in the airport and took almost 4 hours with the 15 month old baby sitting in the airport. I decided not to fly with Lufthansa as they treated really really bad and went to Qatar airlines and flew with them, who provided excellent care for the baby and my wife. But Lufthansa didnt stop there, they charged me extra for missing the flight and also charged me more as my return flight is with Lufthansa. So, i totally ended by paying more than $3500 for the entire flight from Detroit to Chennai and my return flight. The person in the check in counter said, they see same scenario everyday (atleast 2 people every day). Lufthansa is just making free money from 2 people at just one airport and i am imagining how much money they make from all the airport around the world. They charge people when they knew that they cannot fly and also charge them more whey they miss the flight due to Lufthansa mistake. While booking the ticket, why cannot Lufthansa mention this. Lufthansa mention that you need to have a valid schengen visa is there is multiple layover within Europe. If you can say that, why cannot Lufthansa say that if you don’t have a valid US visa or a Schengen visa you cannot have a layover in Frankfurt. Lufthansa just want to get the money out of you and don’t care about their customer. Their customer service is the worst i have ever dealt with.

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