Lufthansa
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"Lufthansa’s Policies and Service Have Deeply Disappointed Me"
I booked four tickets with Lufthansa from Toronto to Tehran for December 2024, a year in advance. Due to the ongoing situation in the Middle East, Lufthansa canceled all flights for four months, unlike other airlines that only canceled for a few days. This forced me to rebook my flights for late 2025, during which time fares with other airlines became unaffordable. Now, due to a medical issue with my child, I need to rebook once again. Lufthansa has been unhelpful, waiving only the $600 penalty but demanding I pay the entire fare difference, which is astronomical. They also insist on a medical letter from a specialist, which won’t be available until after multiple paid consultations. This has caused significant financial strain and emotional stress, as Lufthansa’s policies seem rigid and completely lacking in empathy for loyal passengers in distressing situations. I will not book with Lufthansa again and strongly caution others to consider alternative airlines. Their lack of understanding and customer care has left me deeply disappointed.
"Predatory business practices and misleading emails/directions about checking in carry-on luggage"
I recently flew from Florence (Peretola) to the US with Lufthansa/Air Dolomiti. I had no checked luggage, only a small carry-on and a laptop bag. The night before my flight, Lufthansa emailed suggesting I check in my carry-on to help with limited overhead space on the FLR-MUC leg. Seemed like a helpful, win-win suggestion — so I accepted, and even added a bottle of home-made vinsanto gifted by a friend, assuming the bag would be checked in. However, at the Florence airport check-in desk, the Air Dolomiti agent weighed the bag and noted it exceeded the 8kg carry-on limit (it was 9kg, mostly due to the wine). Despite it now being checked luggage at their own suggestion, I was told I had to pay the full checked bag fee — €75 plus airport charges. The agent was curt and borderline unfriendly, and though I calmly explained the situation, there was no flexibility or understanding. Since I was alone and couldn’t remove any items, I paid the fee and continued with the process, though the experience left a bitter taste. I travel frequently, both for work and family, and unfortunately, issues like this tend to happen more often with certain airlines (Air Dolomiti/Lufthansa) and airports (FLR). Florence Airport is otherwise charming, but the ground staff often seem irritated and unhelpful — not the best way to start a long journey. Situations like this make you appreciate the more customer-service-driven approach seen elsewhere, especially in the U.S.
"Non-refundable for upgrade seating."
We booked premium economy seats through United for our flights, but the actual flights were operated by Lufthansa. We paid a $220 upcharge for the premium economy seats on Lufthansa, but unfortunately had to cancel the trip due to medical reasons. United was great about reimbursing us without any issues. However, when we tried to get the $220 upcharge refunded from Lufthansa, they claimed it was non-refundable, which was incredibly frustrating.
"Enjoyed good flights and service in all regards"
I flew Lufthansa from Atlanta to Athens with a layover in Frankfurt, and honestly, it exceeded my expectations. Despite the negative reviews I’d seen, everything went smoothly—on-time flights, kind and professional staff, no issues with luggage or seating, and even the meals were tasty. Lufthansa delivered excellent service and made the entire trip stress-free. I'd absolutely fly with them again.
"Worst Customer Service Ever. Period."
This was, without a doubt, the worst customer service experience I’ve ever had. In fact, there was essentially no customer service at all. The entire experience was awful, and I am beyond frustrated. I will never, ever fly with this airline again.
"No complaints about the flight"
The flight experience itself was excellent—comfortable seat, attentive crew, good amenities, and solid entertainment options. However, the lead-up was frustrating: repeated plane changes, poor seat assignments separating me and my wife, and unhelpful customer service. I appreciated the crew accommodating my food allergy by bringing a meal from economy. Overall, a great flight overshadowed by subpar customer support.
"excellent!"
Polite staff, clean and tidy spaces, everything on time and well-organized. No complaints—highly recommended!
"Lufthansa Business Class Unimpressive"
First and likely last time flying Lufthansa. Delayed flights both ways, subpar “business class” that felt like economy, no lie-flat seats, stained carpets, and poor communication. Disappointing experience for the price.
"Spectacular flight for a coach ticket"
Spectacular flight for a coach ticket! New plane, big entertainment screens, comfy reclining seats, and a fantastic crew—kind, generous, always smiling. Even the bathrooms stayed spotless the entire flight. Impressive!
"Excellent flight experience"
Fantastic flights on LH 755 and LH 754! Great food, comfy seats, excellent service, and smooth transit in Frankfurt. Would definitely fly Lufthansa again! Let me know if you want to tweak the tone or style!
"Lufthansa sliding down"
Lufthansa seems to have lost its former efficiency and professionalism. Check-in at Terminal 1, B gates was chaotic and poorly managed, with unnecessary steps and minimal communication. Staff were unfriendly and appeared disorganized. Disappointing experience from an airline that used to set the standard.
"Horrible experience"
Terrible Experience with Lufthansa – Horrible Customer Service and Uncomfortable Flight I recently flew with Lufthansa, and the experience was absolutely horrendous. The customer service was awful, with unhelpful and rude representatives who did nothing to resolve our issues. We encountered multiple problems, including a deflated business class seat and a broken in-flight screen. To make matters worse, we had to take the stairs three times to board and disembark the aircraft, as well as change gates. This was particularly difficult for my 70-year-old mother, who was in so much pain after the trip that she needed painkillers for two weeks. When I contacted customer service to address the situation, their only response was a generic apology and a measly €50 voucher. This was on a €2,000 ticket. I've never experienced such poor treatment before, and I will never be flying with Lufthansa again.
"Great experience!"
Fantastic airline! Friendly, professional crew, spotless plane, and an on-time departure—one of the best flights I’ve had.
Lufthansa
Deutsche Lufthansa AG, operating as the Lufthansa Group, is a leading German aviation company. Its main and original subsidiary, Lufthansa German Airlines—branded simply as Lufthansa—is the national flag carrier of Germany.[9] Lufthansa ranks as the second-largest airline in Europe by passenger numbers and is the largest in Europe and fourth worldwide by revenue. A founding member of Star Alliance, the world’s largest airline alliance established in 1997, Lufthansa has been a key player in global aviation since its founding in 1953 and the start of its operations in April 1955.
Address
Venloer Straße 151-153
Website
https://www.lufthansa.com/us/en/homepage