4.1/10

    From 192 passenger reviews

    Sergio

    from Canada - September 3, 2023

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Meals and Beverages

    • Recommend Airline

      No

    Lufthansa managed to delay my luggage for the entire duration of my trip. The luggage had specialized gears for a multi-day hiking trip which wasn’t possible to replace. It ruined my trip. Lufthansa refused to take any responsibility for this, they only agreed to pay a minor fraction of the real loss – shaving supplies, socks etc, but they didn’t pay even this – they keep insisting that I didn’t provide them with my banking information. I did it several times, I even took screenshots showing that they have my banking info, but they still lie in my face, saying they don’t have my banking information.

    Alice

    from Italy - August 31, 2023

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    I booked my flight with Lufthansa, and they messed up my reservation. I was supposed to be in Economy Basic and they put me in Economy Light, so I had to pay for my checked bag. I tried to change my flight and they told me it was not possible, because the class they put me in didn’t allow any changes and it was not even refundable. Nobody even tried to help me, the customer service was terrible. I’m never going to flight with Lufthansa again.

    Luke

    from Canada - August 31, 2023

    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

    Extremely Disappointing Customer Service Experience

    I had an unfortunate encounter with Lufthansa’s customer service, which significantly marred my overall experience. I want to highlight that this review pertains specifically to their call center and counter customer service, not their in-flight service.

    Here’s the sequence of events that transpired:
    1. Failed Online Booking: When attempting to purchase two tickets on their website, the site froze upon clicking “purchase.” No success page was displayed.
    2. Immediate Contact: In response, I promptly called the airline to clarify the situation. They assured me that no flights had been booked.
    3. Successful Booking on Expedia: To secure our travel, we successfully purchased the tickets through Expedia.
    4. Unexpected Charge: Shockingly, a week later, an unexplained charge of $3500 appeared on our credit card from the initial unsuccessful Lufthansa booking.
    5. Unhelpful Customer Service: Contacting Lufthansa, I was informed that it was too late to cancel the flight. Despite our numerous attempts to resolve the issue, the customer service representatives seemed uninterested in assisting, consistently deflecting responsibility.
    6. Disputed Charge: We sought resolution through Amex, but our efforts were futile due to a lack of proof for the original call.

    joe

    from Canada - August 18, 2023

    Flew Economy Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    airline canceled my return ticket back home without notice. had to purchase a new ticket and they won’t refund me

    Ona

    from United Kingdom - August 9, 2023

    Flew Business Class

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Baggage Handling

    • Check-in Process

    • Meals and Beverages

    • Recommend Airline

      No

    Avoid if you can. They delayed my box despite it being tagged priority for business class then They broke open my box saying they saw something suspicious and lied that they closed it and subsequently stole everything inside the box and what they did not steal, they destroyed . Really malicious theft. Police confirmed they were lying on the official document they sent and rather than compensate for the theft , they are trying to put it on me . I am sure they have a gang stealing people’s stuff from their boxes. If travelling with them, take everything of value in hand luggage

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