Complain about a product or service

Lufthansa

Juvan of Bangalore, India June 1, 2009

Had just made a booking online for my wife, my 4 years old daughter and my 1 year old infant. Before making the booking and payment online, I had checked the Lufthansa website where they have provided the following information: On Lufthansa long haul flight there are special baby beds available. Please beware that there is only a limited number of seats with baby beds available When booking your flight please inform our staff or the travel agent that you will be travelling with a baby.

In what circumstances can I bring a small child/infant with me? Small children up to 2 years of age can usually travel for 10% of the cost of a regular ticket, but do not have the right to a seat. On long-haul routes we can offer you a special service baby baskets (basinetts) are available which will accommodate a child up to 83 cm long, and in which you can lay your baby during the journey. Reservations can be made by calling your regional service centre. They will also provide you with detailed information on this service. This states that I can take my infant, currently aged 1 year and 7 kgs in weight, and have a basinnet arranged for with Lufthansa. On speaking to their booking personnel, specifically one Mr Ram, I have been advised that since my infant is over 8 months old, I will not be able to have a basinnet for her due to "security issues". Why would Lufthansa refuse me this necessity, especially when my wife is travelling alone with both a 4 year old child, and a year old infant? Especially when the site mentions that this is possible along with the age limit of 2 years and a height limit of 83 cms. Even the response from their customer service personnel (or should I say Customer NonService personnel) is very condesending and rude. If I do not get a refund in time to book another airline, i am going to have one very harrased and tired wife. I have sent 4 mails on a weekly basis to their customer service id - Ihr_Feedback_BLC@lufthansa.com and have recd feedback saying that they will get back to me. Looking at the trail of complaints here, I guess I should not hope much. Considering that I have not travelled yet, I am currently trying to get a refund as there are much better options available.

BA of 123 test dr, NJ May 30, 2009

I had a terrible experience with lufthansa staff this afternoon while checking the baggage. The staff are not at all friendly. I had a laptop bag (swiss army) and a carry on bag. I checked the carry-on-baggage in the luftansa website for guidelines and it clearly says one laptop bag and one carry-on is allowed onboard. I'm a frequent flyer with Delta, Northwest, JetAirways, KLM, Virgin,. I'm using this laptop bag for almost 5 years now.

The agent issuing the boarding pass said we could take two pieces but the agent, Diane who escorts the passengers made a huge deal about the bags and won't let me in. She went and told Gary the manager about this and he ignored this, she kept in pushing him until he came and started screaming at us. " YOU CANNOT TAKE TWO BAGS, IF YOU WANT AIR-INDIA IS THE FLIGHT FOR YOU. I DON"T KNOW WHO SOLD YOU THIS BAG, i asked him if could talk to his manager the response was I'M MANAGER AND THERE IS NO ONE ABOVE ME and he was shouting at using discriminating words.

I don't understand why they scream and shout at passengers. I showed him the laptop in the bag still he won't saying I COULD STOP YOU FROM FLYING. This was a swiss army laptop bag. Finally i had to checkin the carryon bag which had all my one-pair of dress, book. I will never fly Lufthansa again and WONT recommend this flight.

Jeffrey of Oakland, NJ May 24, 2009

Lufthansa, which manages on multiple occasions every month to send a statement by eMail or solicitations for ticket purchases, instead informs me by post in January that miles will be taken from my account in March. Interesting. Someone who was away from home 272 days during calendar year 2008, and who has been in the former Soviet Union (let alone other countries) for 3.1 of the first 4.8 months of this year – including right now – must be sure to catch that one piece of post that has the warning in it that Lufthansa will steal my miles.

In sum: Lufthansa has no problem sending me eMail multiple times each month asking for business but, when it comes to sending important information about my account, Lufthansa chooses to send this by bulk post – which has every chance for being missed, getting tossed out, or being lost. Wow. But, typical.

The last time Lufthansa harmed me was in November 1997. At that time, their ineptitude cost me USD 1,284 - which, despite the manager saying in public at the ticket counter Lufthansa would reimburse to me, once I was out of the terminal and away from public scrutiny, they reneged and never returned. I simply did not fly Lufthnasa - for five years.

I have informed Lufthansa that, fortunately, I have options for my transatlantic travel and travel among Europe, Russia, and the CIS. If you have been harmed by this inept, uncaring, mendacious company, then I suggest that you explore your options and consider any other carrier. While the others may (or may not) be bad, you know that Lufthansa is bad. So, why give them any business?

beloucif of toronto, ON May 20, 2009

lufthansa is the worst airlines i ever experiensed in my life. lost my luggage on may 1. 2009 and i did contact them but they keep dragging me with thier lies every time different thing, called the call centre in cape town they told me that i have to go back to the airport and ask them for an express check. at least i can buy few things to put on me. i have had nothing but the clothes on me so i have to use the money i have for my vaccation to buy couple of things to wear, this is horrible.

its 20 days now have not heard from them. i suggest you dont fly with them at all and on top of that my seat was E55. when i get in the plane i found some seating in it. spoke to him. he refused to change. how ever its my place written on the ticket. i told the crew. they said to me OH just grab an other one! cant believe it because the person was german and im not. I WLL NEVER EVER FOR EVER FLY WITH THEM.

BILL of AUDUBON, NJ May 16, 2009

I booked a flight on Lufthansa web site while on phone with agent. She said the first name did not have to match my first name on passport. Well two months later an agent from Lufthansa called to say I owe an extra 100 to change my first name from Bill to William. I explained they made mistake. Sorry, I have to pay. I have no recourse pay or you are not allowed on plane. Also, you can't get any refund. Well, I believe the CEO is the problem, he refused to deal with this matter.

Do yourself a favor, never use this company. I have never used a sight to vent because i always am treated right as the customer, but this company is really an example of how not to do business. I fly July 7th, I hope this is all the fun they have in store for me. If not I will update. LUFTHSANA CLEAN UP YOUR ACT, I DESERVE BETTER!

SK of Appleton, WI April 27, 2009

Lufthansa is the worst airlines I have ever flewn. My husband and I flew from Chicago to Chennai via Frankfurt. The staff at the boarding gate were not very friendly. There was no one who would even greet you with a smile. One staff didnt even know that he was supposed to get our I94 while we leave the US and he was talking as if we were wrong.

As we boarded the flight, we were looking for our seats. My husband had to move back to give way for an elderly women who was coming in the opposite direction. His backpack went very close but didnt hurt the small kid standing right behind him but the staff who was standing nearby started screaming "You are going to KILL the child!! You have such a big bag." Big words to say and we really didnt expect such a welcome onboard.

Not even one air crew member was very friendly and they got angry when we asked them to change our drink. When my husband was waiting near the restroom, he was just flipping a book and crew member came, picked the book from my husband's hand and just said sorry and walked off. She could have said "Sorry sir, this is not for guests" or whatever instead of just taking the book from his hand and walking off. These are little things but really annoying way to treat guests. I've heard Lufthansa doesnt have good service but now I have experienced it. I will never fly Lufthansa again.

Meghana of Pune, IN February 20, 2009

Meghana of Pune IN (02/20/09)
we miss our cannon camera in lufthansa airlines in 25th jan in connecting flight. that flight was shicago to frangfurd. pls help me for search this camera.

only missing

Yana of Waltham, MA February 10, 2009

Yana of Waltham MA (02/10/09)
I'm writing regarding my last experience with Lufthansa, concerning my sister in Boston's Logan Airport on the 18th of January 2009. We were flying with Lufthansa for years, and they've had a wonderful experience until recently. This last encounter, however, was very unpleasant. My sister was traveling with two pieces of baggage, a carry-on bag, and a small purse. The carry-on bag was a standard Liz Clairborne bag. It is the size of a standard male backpack. During the check in, this bag was tagged as overweight and oversized. She was willing to remove extra weight (her other bags were far below the allowance limit), but was not given this chance (window #68).

We were upset and confused, and on the spot we were told that in order to transport her carry-on bag at all, we needed to check it, and to pay an additional 200. We paid the money. There was about an hour until boarding began for her flight, though, and so we waited near the roped lines in front of the gate, drinking tea and exchanging final farewells. After seeing other passengers with carry-ons the size and exactly the same bags as of my sister's move to the security checkpoint we felt injured, but wanted to be mistaken. We spoke with the Lufthansa officials a manager and employees who politely but surely evaded our questions (which were asked with neither avarice or anger) by answering them with stock answers, immediately redirecting us to this mailing address.

 Why could she not simply remove the weight, when the carry-on could so easily fit either in front of or underneath her seat? We mailed the complaint to the NY office - just to receive a stock email, which did not address our question. That definitely was our last trip with Lufthansa.

a lot of stress and 200 charge

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