Lufthansa Reviews 14,283

Travelling with my 16Yr old son Our first and last flights from Heathrow to Frankfurt and return where spot on – even a little bottle of water and a chocolate included. You don’t get that on easyjet ! O/A : 5/5
Our second flight was supposed to be on their 748-8 to Washington. We had booked two seats together where the plane narrows to just two seats so we weren’t sat with anyone else. They changed the plane to the high density 747 400 (OK – these things happen) but they also bumped our seats so we got an aisle seat and a middle seat. Hard luck basically. Then when the meal got served only option left : Beef Bourguignon take it or leave it. We left it. Truly awful flight – probably the worst long haul flight I’ve ever done O/A : 1/5
Return flight was from New York overnight. Got the seats we booked on what was a very busy flight. This was much better than the Washington flight and nicer flight attendants. Unfortunately, half way through serving food they ran out of the chicken tika meal – actually the only meal my son had been ‘looking forward to’ .Alternative : vegetarian meatballs. O/A 4.5/5
Conclusion – Eat at the airport as chances are you won’t get the meal you were expecting (hoping for ?) O/A 4/5

Since more then one month no any response.
I flow with my miles&more card in december 2025.
Suddenly i received an email that my card nummer will be blocked because of i didnt use more then five years with lufthansa.
I sent an email/facebook message and a message through their contact form and as a proof included flightticket with lufthanse miles&more member number but no one has responded yet since more then a month.
In that case my member number was not INACTIVE!
How it possible.
Please give an answer and solve this problem!
Referenznummer: 1JK-DFJ0-PLR

They decided my bag didnt need to be on my flight and they'd put it on the next one.. however I was joining a cruise ship so I had no luggage my entire trip. I put a claim in for the clothing I had to buy. They offered me a fraction of what I had to spend and I'm still waiting on it 6 months later. Appalling customer service throughout.

First time and last time flying with Lufthansa. I booked with them and the first of 3 flights ended up being with Air Mafia (ITA). I just left them an appropriate review. Arrived in Rome with ITA and had a connecting flight to Frankfurt with Lufthansa. This flight was late in departing from Rome. This meant that we got to Frankfurt with about 30 minutes to disembark, go through passport control and get to the gate. The gate was so far that when we got to there they had just removed us from the flight. Thankfully a lady managed to convince them to allow us to board as we had only been removed about 15 seconds before. I would have been stranded in Frankfurt with my granddaughter. Never will I use Lufthansa again.

They've cancelled the flight and I can't get a refund simply because their own system doesn't find their own cancelled flight. Phones are not working.
Initially they said I was rebooked with Turkish and Turkish has no clue.
Disgusting

They became worse than low budget airlines... No human contact and the bot that they have is absolutely usless.

My experience with Lufthansa has been unacceptable and deeply frustrating from beginning to end.
Despite paying in advance for specific seats, we were reassigned without explanation. No staff member at check-in or the gate took responsibility or provided any meaningful answer. It was clear that customer concerns were simply ignored.
The situation escalated further when my flight was canceled. Since then, I have been left completely on my own — no clear communication, no support, and no assistance. I was told to arrange my own hotel and expenses, without any proper guidance or reassurance.
Even worse, I still have no confirmed information about when I will actually be able to fly. Being left in such uncertainty, especially while traveling with a child, is completely unacceptable.
This is not just poor service — this is a complete failure of responsibility, communication, and basic customer care. Lufthansa has shown a shocking lack of professionalism and accountability.
I will never trust this airline again.

STAY AWAY FROM LUFTHANSA. If I could give zero stars that’s what this airline deserves. I missed a connecting flight in Rome and the airline canceled my ENTIRE trip without any notification or refund. I’m still waiting to hear back! The airport staff was unhelpful and rude. The reality is that the person at check in just had to point me to the desk across the toe and I would not have missed my connection. It’s outrageous to be stuck in a foreign country with zero support. I had to buy all new tickets with a different airline!!!!

Lufthansa can’t stop failing its customers. I don’t know why this flying trash can of an “airline” even exists.

Two times in a row: going to the US and coming back from the US from Germany. I was not able to upgrade on the app. “Customer service” told me that upgrades were available but I had to upgrade at the airport. First of all that is stupid….but stupid is what Lufthansa does.

I get to the airport and the customer service rep said he can’t upgrade me because “the system” has the upgrades locked. He asked me to call customer service and guess what they said? Yeah, the airport rep had to unlock it.

Now the phone customer service rep (where I’ve had all the problems) is arguing with the airport customer service rep about who can unlock the upgrades.

Eventually, the airport rep ends up giving FREE upgrades to fliers with status instead of providing me with an upgrade I would have paid for. He said he would file an internal inquiry.

Now I will be flying back to Germany, again willing to pay for an upgrade, and the phone customer service rep says I have to ask for the upgrade at the airport. I honestly can’t wait for this because I know Lufthansa will fail again.

I thought for a time I might be picking on Lufthansa but see my other reviews. They couldn’t care less about customers or their brand. I only fly them because I have to for work, but luckily my corporation is looking to move on from the flying German dumpster fire.

A big mess with rebooking tickets happened and last minute I called the support line, and I didn't get a survey like with a chat, so I want to say here that Cole (I believe that was his name, I was very stressed and might not remember correctly) literally saved me and my money and was super professional about it. I'm super grateful Cole, thank you <3

One of the best experience i ever had. Nice service, cheap prices, good meal. I have nothing to complain about

I upgraded to premium economy. They are very good in advertising all the good things but forget to tell you that you won’t get the benefit of the extra luggage. That’s not premium economy. I am wondering if the rest of the services is also just economy. I wasted $400 on an upgrade and now additional $100 for the extra luggage I thought that’s included I. The upgrade. That’s totally misleading and not clear when you upgrade. LH is off the table for me when there is an alternative option. That feels close to scamming what I experienced.

I will never book with them again. I booked a fully refundable flight and I am receiving now less than 50% of the amount because of undisclosed taxes. When I tried to call customer care closed the call on me 2 times.

Lufthansa cancelled a return flight without any message to customers booked on the airline. I only discovered when I wanted to check in. Their lame excuse was that I should contact the travel agency that I used. There is no arrangement for accomodation. I will deal with this issue when I return to the UK. I am currently stranded in Abuja with my child.

Worst airline experience I’ve ever had.

Lufthansa cancelled my flight scheduled to depart on April 3rd from Bologna via Frankfurt to Abuja, originally arriving on April 4th, 2026, for both me and my partner. Just a few hours before departure, they cancelled the flight without any proper notice—no email, no phone call—and rebooked us on a completely different airline, Royal Air Maroc, without our consent.

Not only was the airline changed, but our entire itinerary was altered. Our departure was moved from April 3rd to April 4th, and our arrival was pushed even further, completely disrupting our plans. I had an important meeting scheduled for the day of our original arrival, which this change made impossible to attend.

Even worse, my partner received no notification whatsoever about her cancellation. I only discovered her flight had also been cancelled after checking manually once I realized mine had been changed.

I then spent half a day scrambling to find alternative flights that would get us to Abuja on time. The only viable option I could find was with Air France—and the only available seats were in first class, making the situation even more stressful and expensive.

This entire experience has been incredibly frustrating and distressing. What happened feels worse than a nightmare. Based on this experience, Lufthansa has shown a complete lack of customer service and reliability.

Travelers, beware.

Dreadful experience with this airline. Looking at their trustpilot score they clearly don't care.
We got denied boarding from Singapore to Frankfurt due to their internal staff dispute and strikes. Again this proves the point on the company that they are.
They never took our luggage off the plane so we spent 2 days stressed about whether we would see our luggage again. The customer interaction was rude. We have now waited over 2 months for a response to our compensation claim which we are entitled to.
AVOID LUFTHANSA

Terrible service newly missed a connecting flight as no one helping people check in quickly. Last time I fly with this airline.

After a disastrous experience last August I contacted Lufthansa. Initially a sympathetic response but after many e-mails they essentially offered no help. They constantly requested unreasonable follow up from me. We traveled as a family of 9 and the experience (reported on here in September) had a traumatic effect on 3 youngsters.
I have now given up on Lufthansa and hopefully anyone who cares to read this will think twice about booking with them.

Disappointed with Lufthansa and Sky.nl. I have multiple fractures and urgent surgery, provided all medical proofs, but they refuse a refund or even a voucher. Is this how you treat passengers in a medical emergency?

By far the worst service on the planet. My flight got cancelled. They have no numbers to reach, chat has a queue of 700 people and once you get in line for your turn they end the chat and make you queue again. This is bad beyond imagination. They shouldn't even be allowed to have one star.