Lufthansa Review

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Lufthansa
2 stars
Average rating for this product is: 2 out of 5

From 3 ratings and 54 reviews

Thumb down 39% of users recommend this product

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HelenJohnson's Review of Lufthansa

8th Sep 2008

Overall Rating

0.5 stars
  • Value for money
    0.5 stars
  • Flight From - To
    San Francisco, USA - Berlin, Germany
  • Flight on time?
    4.5 stars
  • Comfort on flight
    4.5 stars
  • Flight Date
    September, 2008
  • Ticket class
    Business
  • Customer service
    0.5 stars
  • Quality of food
    4 stars
Good Points

Better aircraft.


Bad Points

Apathetic and incompetent customer service


General Comments

I am extremely appalled by the apathetic and incompetent customer service that Lufthansa manages to offer to passengers whose luggage they have misplaced! I just took a business trip from San Francisco to Berlin via Munich. When I arrived in Berlin, I waited for more than an hour for my missing luggage which Lufthansa initially led me to believe that it did arrive with my flight. Even so I was not bothered because I had encountered quite a few times of delayed luggage before with other airlines and they were all delivered to me within 12 to 24 hrs. Thus when I called Lufthansa in the early morning on the following day, I felt relieved to hear that they found my luggage in Munich, and it was put on the plane which would arrive in Berlin at 8 am. Only I was glad too early! Throughout the day, I called Lufthansa at every break that I had from my business meeting, only was told again and again that 'no, Berlin airport has not confirmed that your luggage was arrived, or it was actually put on the plane.' 'Yes, there's nothing we can do. You just need to be patient,' was explained to me by various customer service representatives in a calm and almost robotic tone despite of my increasing frustration when the day went on. As a frequent business traveler, I was shocked by such apathetic and incompetent customer service, especially considering that Munich has almost hourly flight to Berlin, and all tracking is computerized! My company spent close to $10,000 (with corporate discount) on a business ticket to fly me to Berlin just for this business meeting, yet I ended up having to disgrace myself and my company with nothing but my travel clothes to the meeting, I really can't say that Lufthansa offers good value for money. Overall this is a tremendously disappointing experience with Lufthansa in Germany! As for my luggage, I am still waiting, last time I heard, it was on a flight to Berlin again, but it could be Groundhog Day all over again too.

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