Lufthansa

I had an unfortunate encounter with Lufthansa's customer service, which significantly marred my overall experience. I want to highlight that this review pertains specifically to their call center and counter customer service, not their in-flight service.

Here's the sequence of events that transpired:

1. Failed Online Booking: When attempting to purchase two tickets on their website, the site froze upon clicking "purchase." No success page was displayed.

2. Immediate Contact: In response, I promptly called the airline to clarify the situation. They assured me that no flights had been booked.

3. Successful Booking on Expedia: To secure our travel, we successfully purchased the tickets through Expedia.

4. Unexpected Charge: Shockingly, a week later, an unexplained charge of $3500 appeared on our credit card from the initial unsuccessful Lufthansa booking.

5. Unhelpful Customer Service: Contacting Lufthansa, I was informed that it was too late to cancel the flight. Despite our numerous attempts to resolve the issue, the customer service representatives seemed uninterested in assisting, consistently deflecting responsibility.

6. Disputed Charge: We sought resolution through Amex, but our efforts were futile due to a lack of proof for the original call.

7. Airport Frustration: Upon arrival at the airport, we encountered further frustration. Lufthansa's representatives continued evading responsibility, resulting in wasted time and no resolution.

8. Traveling with Extra Seats: Ultimately, my wife and I were left traveling with four seats, a predicament that was entirely avoidable.

In retrospect, it is evident that Lufthansa's customer service approach is deeply flawed. Their apparent lack of concern for the considerable inconvenience and financial burden placed on customers raises serious questions about their commitment to providing satisfactory service.

Regrettably, this ordeal has left an indelible mark on our perception of Lufthansa. We unequivocally will not consider flying with them again in the future.

Disheartened and Disillusioned

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Really i thank you to my friend for recommending this airline. The thing i like about the Lufthansa is great service and classy hospitality .

Frankfurt (FRA) to Washington Dulles (IAD) LH 418. Space comfort in economy class is not great there should be more space! The entertainment program quality was not great it appears to me that mainly only old films are shown in economy class not quite sure if this has something to do with cost savings. I don't understand the beverage concept of Lufthansa I wish there was more non alcoholic beer on board.

Massive thanks to all involved with my friend when her flight was delayed.

Massive thanks to all involved with my friend when her flight was delayed.

Massive thanks to all involved with my friend when her flight was delayed.

After spending another $100 for more room on my flight 435 March 1, 2019 they tried to put me in seat 39c at the back of the plane when I checked in when originally my seat was 16k.

My pet was in the proper pet carrier when the Purser advised me I would have to have the carrier zipped up for the entire 8hr25min flight because I signed this paper. After reviewing the paper and finding it said NOTHING about the carrier being zipped she literally grabbed the paper from my hand, read it and rushed to her superior. Her superior, of course, agreed with me . This woman was rude, angry and unprofessional. She obviously needs anger management and customer service courses.

I Was just charged for 2 plane tickets reserved on their Lufthansa website, never got any confirmation or anything back, called the airline customer service, that was useless, got no help, problem not resolved. Now, I'm stock with over $3000 charge on my credit card, can't afford another ticket till they resolve the problem. I called, sent emails, only got automated response.

My trip is not for vacation but trying to go see a familly members that is dying, I cant go till Lufthansa refund us and cancel the Charge. this is very infortunate that's they don't try do do all they can to resolve problems. They should check their website and fix the problem. I'm wondering how many customers got charged and got nothing in return?

Too bad because Lufthansa has a good reputation as a safe airline.

Booked Lufthansa to Singapore via Frankfurt, unfortunately due to weather the 1st leg was delayed and delayed, eventually so far that I would miss the connecting flight.

The airport desk offered a night in a Frankfurt hotel and a flight the following day which is the minimum they need to do.

I called Lufthansa customer services which still in the departure lounge to see if there were any other flights they could transfer me to. The customer service lady was extremely helpful and after checking several partner airlines with no luck, switched me onto a direct BA flight with a free upgrade!

The airport couldn’t get my case off the plane in time and it arrived the following day.

Great service and now use Lufthansa as my 1st choice airline.