Lufthansa review by Ghazal Z

My flight from Frankfurt to Berlin was cancelled, and at the airport our luggage was not returned to us. Because we urgently needed to reach Berlin, we had to rent a car and drive ourselves. From that point on, the handling of the baggage situation was completely unacceptable. I immediately filed a delayed baggage report and clearly stated several times that my suitcase contained urgent medication and that my stay in Berlin was limited. While other passengers from the same flight received their luggage or were even able to collect it themselves, mine was not delivered. Using an AirTag, I could see that my luggage was already at Berlin airport, yet Lufthansa’s emails continued to say it was “not located.” I called repeatedly, shared the AirTag location when requested, and explained the urgency again and again. Nothing happened. I later received a delivery notice for a time when I had already clearly said I would no longer be in Berlin. Lufthansa admitted a mistake had been made but said nothing could be changed because the bag was already with the courier. The courier and subcontractors then passed responsibility back and forth, with no one able to help. Despite very clear communication from the beginning — including the fact that the bag contained medication — Lufthansa and its partners failed to coordinate even a basic delivery or update the destination. The luggage is still not with me. This experience showed a serious lack of responsibility, coordination, and care for passengers. The cancellation itself can happen. The way the aftermath was handled is not acceptable. Extremely disappointing service.