Lufthansa review by Craig 2017-04-13

I have always chosen Lufthansa over other airlines because of their good customer service, but no longer. My mother who is 81 broke her leg and could not fly on the day she had booked, With a (almost) $6,000 business class ticket I thought this would be no problem. Boy was I in for a surprise. The ticket cannot be held open and the date can only be changed for a cost of $450. Because we are not sure when the Surgeon will declare her medically fit to fly, we cannot make a provisional booking. The upshot - we stand to loose the entire $6,000. Lufthansa's response 'those were the booking conditions' when you booked. So, we will claim this money back from our insurance and Lufthansa will pocket a profit of $6,000. The customer service in Germany at least were very friendly and asked after my mother's health - the English supervisor (Brandon) was rude and obnoxious - suggesting my 81 year old mother should re-book on Economy if we were unhappy about loosing so much money. Unbelievable. Beware - they are out for your money and nothing else.