Complain about a product or service

Lufthansa

Nikolay of Norwood, MA October 14, 2009

I, my wife, and our 3 year old daughter had to travel from Boston to Karaganda (Kazakhstan). We decided to fly through Frankfurt and Moscow: Boston-Frankfurt-Moscow-Karaganda. I bought three tickets Boston-Moscow with Lufthansa and three tickets for the Moscow-Karaganda flight with another carrier. There was a luggage issue, though. The issue was that the two airlines were not in the luggage transfer agreement. That means that once we arrive from Frankfurt to Moscow, our luggage would get stuck since there would be no way for it to make it from one plane to another. It would be dumped behind the passport control in the luggage collection area, unreachable for us without a Russian visa. For that purpose I had obtained a Russian visa, just to go outside and to check in our luggage.

When we were checking in in Boston, Lufthansa operator questioned this issue but once I explained to him how it works he checked us in for the flight. We had an overnight, red-eye flight to Frankfurt. That's where the trouble started. The agent refused to check us in on the next flight because of the luggage issue. He simply said "You cannot board this plane", turned around and walked away! There we were, exhausted after overnight flight, with no place to go, with a toddler on our hands, and the clerk showed absolute indifference to our predicament even though we were still Lufthansa customers. Maybe his grandpa used to burn Jews alive with the same nonchalant attitude, and these are just bad genes carried over, maybe it's the Lufthansa attitude. I'm more inclined to assume the latter. Anyway, I managed to get his attention, and explained that with my Russian visa I'd go outside and check in our luggage for the next flight. I swear to God it took him 10 minutes to grasp this, the guy was dumb as a rock. Then he makes phone calls. Another ten minutes on the phone. Bingo, we can go, our paperwork is fine! Ops, our plane left 15 minutes ago because it took so long for that idiot to get the picture and to clear our way. Not to worry, he says, you can board the next plane which leaves in four hours. This gives us one hour and fifteen minutes to change the planes in Moscow. HE SAYS: YOU WILL MAKE IT. Liar.

The next plane was 20 minutes late. That left me 55 minutes in Moscow to get off the plane, pass the passport control, collect luggage, check in for the next flight, pass passport control... In two words: didn't make it. I was stuck in Moscow for four days while my wife and daughter flew to Karaganda without luggage. I was stuck for four days because the next plane to Karaganda was scheduled in four days. You can imagine all the expenses I incurred. The flight back was relatively peaceful not to count the fact that the three of us were seated in different parts of the plane! After some seat swaps we managed to be together. Their food sucks I swear to God. This is not because of all other damage caused by Lufthansa, I say it because their food is so oversalted that it rivals Aeroflot. Lots of high cholesterol breaded crap fried in oil. When I got back to Boston I contacted Lufthansa but to no avail. They claimed zero responsibility because they delivered us from A to B, and not responsible for the delay. So I tend to think that it's not the Frankfurt clerk's Nazi genes at fault but the company's attitude. On the other hand, perhaps the Lufthansa person I corresponded with via email was a Nazi descendant thus the attitude... Anyway, I wrote to them to &^%^ &^%, and I'm not flying with them anymore.

To finish this up, I want to stress how hypocritical this airline is. On every flight we took (4 total) with Lufthansa, a flight attendant gave our daughter a set of crayons so she could entertain herself. This is what their instructions tell them to do should there be a child on the plane. However, once we are off the plane they show no concern for the well being of the most vulnerable among us. Why care if you already got my money, right? This all happened in September of 2008.

Izzy of Dunstable, United Kingdom October 6, 2009

We booked tickets on lufthana (BAD idea) to travel on 23 Dec with a connecting flight from JHB on the 24th. When booking the ticket we were not made aware that it is the dreaded 'restricted' aka CHEAP ticket.. which was SO nothing but cheap but anyway... uncle dies and we have to go earlier to make the funeral. Steadfastly refuse to change the ticket, upgrade UPGRADE or let us pay a fee to change the dates. Nothing at all. We have just wasted over £2,000 and spent that again on buying tickets with another airline simply becuase they are backward. I am so livid and upset especially by the way they speak to you and when I asked can I write to someone or speak to someone else, NO you cannot and could not get me off the phone quick enough..will that be all madam, no madam, stick it madam! Why do we have these rediculous answers and fares in this consumerist world, I will NEVER fly with Lufthansa or anyone affiliated with this silly fare scheme EVER again. Thanks alot for nothing.

Bernie of Somerville, MA September 24, 2009

A friend living in a village southwest of Toulouse, France was diagnosed with brain cancer early last month (August). On Sept. 16 I received an email from his wife that he passed away. I received another email from her the next day about how the funeral would be Saturday, Sept. 19. Even though that was very short notice and that my British passport had expired several months ago, I thought I still might be able to make the funeral.

I first called around to see if a could get a bereavement fare, and a very helpful person at Lufthansa was able to do so. The only issue was that I really needed to get on flight LH4370 leaving Frankfurt at 8:05am Saturday morning to ensure I would get to the funeral on time, but the flight from the US was scheduled to arrive at 7:35am -- too soon afterwards to be booked. I was booked on the later LH4372 flight, but was assured by the Lufthansa representative that if my flight into Frankfurt arrived on time and if I got to the departure gate for LH4370, and there were seats available, I should be able to get on that earlier flight.

In addition to this, I was told I had to get to the British Embassy in Washington, DC first thing Friday morning (Sept. 18) before they open to have even a chance of getting my passport renewed in time to take flight LH419 from Washington to Frankfurt. I live in Boston, and the only way I ensure I would be at the embassy in time was to take the overnight bus that would arrive in Washington at 5:30am in the morning.

So many things had to go right for me to get to the funeral in time. At first they did: I was able to catch the overnight bus in time (with just 10 minutes to spare); that arrived in Washington as scheduled; I was at the embassy gate a half hour before they opened; and after initially being told that it may not be possible to renew my passport by even the end of their office day, the embassy ended up renewing it in under 2 hours. That allowed me to get to my flight from Washington to Frankfurt with plenty of time. And if the flight arrived at Frankfurt in time, I should be able get on the early flight to Toulouse.

Flight LH419 to Frankfurt did arrive in time, but it took a lot longer than I thought to get to the departure gate, A16. But I got there just in time while they were still doing final boarding. I showed the Lufthansa person, a young, lightly bearded man with good English, my ticket for the later flight and explained how and why I needed to get on the earlier flight. He said, "Sorry I can't do that" and turned away, even though there were no other customers. I said I was told I could do this and he said that was a problem I should take up with my travel agent. I said I had booked through Lufthansa, but he just shrugged. I asked if there was someone I could talk to, and he said, "Yes, you are talking to me."

I then asked if there was a Lufthansa office nearby and said there was a service center by Gate 22. I ran down to there, and the Lufthansa person there, a girl, said I could get on the flight with a change fee, and said that the other person should have taken care of it. She went to call the gate to tell them to wait for me, but by that point it had closed. Consequently, I missed the funeral, and it did not help that the later flight I took, LH4372, arrived a half hour late.

I have never, ever had to deal with or even have heard of any behavior by any airline personnel as bad as that of the first counter person. I filed a complaint with Lufthansa about about what happened, but the email response was less than helpful: it bizarrely ignored the key point about how the gate was still open for passengers when I got there and instead talked about how "the flight was already closed"! Whatever, I will never fly Lufthansa again.

Otto of North Haledon, NJ September 19, 2009

On july 8-09, I went to Hungary (Newark-Munich-Budapest) This flight was OK On Sept 8-09, I returned (My original schedule was Budapest-Dusseldorf-Newark) However, at the last minute, I and a few other persons were called by Lufthansa officials, and we were told that our baggages were removed from the plain because we would go to Frankfurt instead of Dusseldorf. I protested against that arbitrary decision (I did not want to go to Frankfurt) My taxi was arrange to the Dusseldorf's flight, and the taxi driver went to pick me up at that flight. Since I did not arrive, he inquired in the information office, he was told that I would arrive by the next plain so he waited for that plain. Finally for the extended waiting time he charged 150.00 more. I have the receipt from the driver, and that available for you too. This extra expense was caused your arbitrary transfer to the plain which went to Frankfurt, therefore I claim that 150.00 be repaid to me.

reem of vancouver, BC September 1, 2009

I booked a flight with Lufthansa for my mother who is 70-year old from Amman to Vancouver and the flight number was Amman to Frankfurt 693 W and from Frankfurt to Vancouver 492 W the flight in September 1, 2009. when I booked the flight I requested a wheelchair for my mother because she can not walk for long time due to some health issues at that time they assured me that she will get the wheelchair in Frankfurt airport because the terminals are so huge and need a quiet amount of walk. when my mother arrived Frankfurt airport there was no wheelchair and she tried her best to reach the gate but she could not so she missed the flight. she is now in Frankfurt airport waiting for more than 32 hours with no place to sleep. I am very shocked hearing that this could happen with Lufthansa. I am hoping that is maltreatment to senior passenger is not the usual for Lufthansa and hoping that this won't negatively affect my mother's health. I am keen to take this issue further and I am considering asking for compensation for my mother.

Adrian of Rotterdam, Netherlands August 21, 2009

Lufthansa makes extensive use of call centres. Ooften the employees of such call centres are not Lufthansa staff an they behave accordingly. Handling of practically all consumer/passenger complaints is OUTSOURCED. The main purpose of these outsource centres is to prevent complaints getting to the right person at Lufthansa. The outsourcing is done in countries where the wages are lower than in the USA or Europe. That would not matter if they hired competent staff! Texts in German are often not understood. Use of English is basic. As the staff in the centres is not Lufthansa they have little interest in Lufthansa matters.

Lufthansa uses the word Kundendialog - Consumer dialogue. That is where your complaints go and standard answers are provided. There is little or no supervision from Lufthansa. If you have a serious complaint about a certain station and you send it in writing to Kundendialog it is simply forwarded to that particular station and your complaint ends up with the same staff member who messed up your ticket. Generally your complaint is then fied away. If you insist you will get an answer which avoids coming to the point and is neutral to the extreme so there is never a solution. Lufthansa seems to be extremely happy by outsourcing work to countries like South Africa. Unfortunately Lufthansa is now totally out of touch with its passenegers. It has become a cover up scam as the people in those centres are accountable to no one - or at least, they think so and they get away with it

Amauri of Blowing Rock , NC July 28, 2009

I initially booked a ticket for my Husband and an infant ticket for my 20 month old online for a round trip flight from Charlotte to Italy. After the initial trip to Italy with her on his lap, we decided to upgrade the infant ticket to a child's ticket. He tried to do it with the Lufthansa office in Italy but they said that any child younger than 2 must be a on an adult's lap. I called Lufthansa reservations in the U.S. on 7/21 (Tuesday) and after being hung up on and holding for over an hour, I finally got in touch with someone who reserved a child's ticket and told me that the rates office would contact me by 7/23 (Thursday) with the adjusted rate. Since I received no call, I called back on Friday and the agent said that they had a backlog but the seat was confirmed and I should get a call by Monday. She basically made it seem like I was being to paranoid and there was nothing to worry about.

Monday no call, so I call on Tuesday at which point I am told she has no seat because the rates office took too long, she was bumped and her seat was sold and now she is on a wait list. No one contacted me and it seems that one was going to contact me. If I didn't call back no one would have told me. I spoke with a supervisor who says that there was nothing she could do and basically it was my problem. They couldn't put him on another flight. Well they could I just would have to pay for it. There was no "we're sorry". There was nothing that Lufthansa could do to try and help. I was willing to pay for a child's ticket. They just didn't live up to there end of the bargain. The reality is although I asked if the seat was confirmed and they said yes, it wasn't and they should have clearly stated that. They even gave me a confirmation

L of Cluj, Romania June 18, 2009

My flightrout was Cluj(ROU)-Munich(DE)-Split(HR) and I booked and payed my ticket in advance. When I arrived in Munich Lufthansa staff informed me that they canceled the flight to Split for undetermined time. But they did NOT take the time to inform me befor I flew there. Moreover, they didn't change my ticket in a way that I can fly back home, I had to pay for a new ticket and they wont give me my money back for the canceled flight nor for the hotel room fee (Of cours the next flight to Cluj was the next day). So the jurney was a total waste of time and money, at least from my point of view. I hope I'll never have to fly with this company again.

Yamini of lexington, KY June 15, 2009

I travelled to chennai, India on June 2nd 2009 from Lexington, USA and i checked in two baggage. But in destination i received only one baggage the other baggage not yet come. I am under medication and those medicines are in the lost baggage, i am not able to continue the medication for more than a 10days. This is going to create serious problem. This cause has been clearly declared in the lufthansa airlines, chennai airport. Till now there is no action taken to retrieve my baggege, i never see this kind of worst worst service. They are least bother about the passenger's things and they only need a person to fill the flight seat. Other than medicines we have many valuables things too in the lost baggage.

What is the solution for this? I would recommend my friends not to go in lufthansa airlines due to the very very poor service. There is no proper response and followup for this case till date.

Amy of San Diego, CA June 1, 2009

I have traveled extensively to 28 countries in Asia, Europe, America, Australia the past 30 years with various airlines and Lufthansa had the most offensive service. I had a business trip in Frankfurt and my employer paid for a business class ticket. I was the only Asian passenger in that compartment that day. All the flight attendants except for 1 friendly female flight attendant (who was usually serving the other aisle) repeatedly skipped me when they were distributing water, bread, pens.

With other passengers, one of the flight attendants immediately approached the passenger to hang the passenger's coat or jacket, but they never came for mine. I hung my suit jacket on the back of my seat and I doze off for 30 minutes. When I woke up, my suit jacket had been stepped on, crumpled next to the bathroom door several steps behind me. Fortunately the passenger next to me was a kind, friendly Italian gentleman from Turin. So I asked him a few times to help me ask for a glass of water which he would then give to me. Whenever I tried it myself, the flight attendants kept looking elsewhere to avoid eye contact.

Towards the end of the flight, I found that my pen was locked up in my briefcase wedged tightly in the storage compartment, so I raised my hand and asked if I could borrow a pen. The male flight attendant told me that they didn't have any. Interestingly enough, a few minutes later another passenger asked for a pen, and a flight attendant brought out a tray of pens. I cannot think of any other way to explain this other than that particular crew discriminate towards Asians.

I am well-educated (PhD in math), polite and I have never had problems with flight crews in the 30 years that I fly. I am most disappointed in the service that Lufthansa provides. To compound the insult, when I wrote to Lufthansa to report the incident, they showed no interest in looking in the matter in at all. Instead they sent me a standard response that said that they always try their best to provide the best service.

Apparently Lufthansa's best service is an appalling one. Imagine if I had to fly with them when they are not at their best. Needless to say, I have never flown with Lufthansa since that day and I have been informing colleagues, friends and relatives of this experience.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |