I have significant internationally travel experience having been to over 40 countries. During the last 2+ years we fly only business class because of a medical service animal that is an Australian Shepard that has to be with my daughter. Since flying with her (the medical service animal) we have used British Airways, United, Air France (received a commendation certificate), KLM, Air Canada/West Jet, Porter and Ryanair. I always provide all the documents: medical service dog, Dr. requirement, Canadian Certification, Trainers letter, Export Document (CFIA certified), vaccine and blood work record (CFIA certified), health certificate and of course breed/weight and no incontinence for long periods of travel some up to 20 hours. I had not flown Lufthansa in roughly a decade and decided to give them a try since historically they had been great. What a shock! Their respond was very slow taking over a week and then denied her requesting documents that were already provided to medical service. I resent the documents only to be left at pending. I called the Vancouver International Airport the day before our April 13th flight and was told she was confirmed. We arrive at the airport only to find out her status had not changed and being a Sunday no one was available in medical service to assist. We waited nearly 2 hours while Lufthansa workers tried desperately to help us without luck. Finally, a manager came down and said Lufthansa listed no documents received. At this point we are in panic mode but through her review of the documents asked me to email them directly to her. Upon receipt she removed the pending and we were able to board our flight to Croatia. This could have been catastrophic for both service animal and my daughter. I want to thank all those in Vancouver to assisted us and all on board attendance for their kindness and professionalism. I no longer can recommend this airline not only for their disregard for passenger health but also the quality of the pods, I have always only experience great sleep in business class and these were obviously very dated and once reclined I need attendant manual assistance to resume to the up right position several times. The over 9 hour flight had below average quality of food but non of this is reflective of the staff we actually met and spoke with but are all airline issues. read more

We flew Lufthansa round trip Paris to Munich while in Europe. I love German efficiency! These people work hard to stay on schedule. Flight attendants are friendly and work constantly from take off to touch down. Our flights were only 80 minutes long, yet they served the entire plane snacks and drinks, coming around twice to offer refills. Planes were clean. One thing I found interesting, while walking back to my coach seat, I noticed their First Class cabin seating was three seats across on both sides of the aisle. There did seem to be more leg room, but that's about all. I wondered to myself why anyone would pay for First Class, particularly for a short intra Europe flight. Lufthansa offers a Flex Fare for just a little more than basic coach fares. We did take advantage of the Flex Fare which allows you one free checked bag per person plus the freedom to change flights on same day of travel for no extra charge. We took an earlier flight than we had bought from Paris to Munich, no extra charge! Try that on a U.S. airline. My one complaint, when we checked in at Charles De Gaulle airport for the Paris to Munich portion, Lufthansa had ONE person working the ticket counter. There were probably 20 to 30 people in line waiting. The whole ticketing/check in process was quite chaotic. read more

I can't believe I'm giving an airline 5 stars. But - I've flown Lufthansa a ton recently both from the US and within Europe and my experiences have been great. Key areas that make this airline great: *Clean planes. I mean really, really clean. That matters. *Decent food. They actually still feed you on intra Europe flights. Even if it's just a granola bar, it's more than you'd get in the US. *Free liquor in coach, including spirits. They aren't stingy either and are happy to give refills. *Flights leave on the dot and get there on time, if not early. I love German efficiency. *Hot towels on transatlantic flights, even in coach. *Generally nice flight attendants. Don't even think about standing up when the seatbelt sign is on, because you're going to get told! *Coach seats are as comfortable as they can be I wish I could fly Lufthansa everywhere. Getting back on a US domestic carrier really sucks after flying with Lufthansa! read more

Hands down the best airline I've ever flown, but I'll preface this by saying I only have flown with them once. No delays, excellent customer service and the in-flight experience was awesome. Plenty of leg room. Free movies/TV. The flight attendants made several rounds with water and drink offerings. Even the food wasn't half bad for an airline. And hot towels to wipe my hands? Are you kidding me? I wasn't even flying first class! Above all else, the jet was clean and made flying enjoyable, which is not something I can say for most other airlines I've flown. I would definitely be willing to pay extra to fly with this company again. read more

I m really disappointed from the customer service i have received until now from Lufthansa , which is pathetic and condescending (FB ID 33261894 ) as mention in my previous email the flight which was delayed on 13 August cause me to lose my pre-paid car rent ( 287 Euro ) and i had to pay more for Taxi ( prove already sent to you ) and from your side you only decide to compensate me with 100 euro which is much less than the Taxi i had to take during my trip to Germany and even the 100 euro i did not got it since more than 20 days ( since i provide my bank account information as per your request ) . finally i tried to send you Emails and online form without any feedback from customer service team , can you explain to me how come you care about the customer service and i did not got any feedback !? read more

It is maybe cheap to have a call center in CAPE TOWN. But but it cant give you any help at all. This week i have been in contact with 5 different persons and waitng more then 3 hours in phone. And they still cant refunde me money that they charge my creditcard bu mistake. And everytime i am phoneing to them i got a new answer. With such a call center you dont neeed any enemies. read more

Lufthansa customer service is pathetic and condescending. I will never fly with them again and neither will any of my family. I have attached the correspondence from them below and my reply re-explaining the issue. I guess since they are all Union workers why try hard. It's okay to be lazy cause they can't get fired. At this point they can keep their money and my loyalty will go to a more deserving airline. The issue was my Husband passport expiring on March 4th, 2019 our planned return date was 12/30/2018. Lufthansa - Thank you for your email dated December 17, 2018. We regret that we were not able to take you to New York as planned on December 17, 2018 due to travel documents issues. This must have been an extremely upsetting experience for you and we entirely understand your disappointment at not being able to go on the holiday trip you had planned for so long. Please accept our sincere apologies for the inconvenience caused. As much as we truly wanted to accommodate you, the legal situation in such cases is clear and does not give us, as an airline, any leeway. Passengers are responsible for ensuring they have all necessary travel documents with them when entering a foreign country. In order to help you remember everything, we inform our passengers about the most important regulations during the course of their flight confirmation. This is why Lufthansa cannot be liable for the consequences arising as a result of incomplete travel documents. In spite of this unfortunate experience we hope you and your husband will remain loyal to Lufthansa and look forward to welcoming you on board one of our flights soon. My Response Good Afternoon, I have read your response and do not feel that you have adequately resolved any of my concerns. For one we were not traveling to NY as you stated, our final destination was Frankfurt Germany via Newark to visit my Sister and my Mother. Also we had all the necessary travel documents and although we were unaware of the 90 day rule, I did not see this listed or mentioned anywhere on your website making us aware of this, I was made aware numerous time to be sure that the passports are signed before arriving at the airport. When we were told about the 90 day passport rule at the United ticket counter they had informed us that my husband could go to Atlanta and have the passport fixed and then leave later. When I called your call center in India I was only told about the $300 rebooking fee per person which seemed acceptable given that ultimately the passport issue was not an Airline rule but Germany's requirement. Hence I was going to stay behind in support for my husband and missed my flight thinking I'll rebook and pay an additional $600. I have all the call logs on my phone and you record for quality purposes which I selected when I dialed. I was also frustrated with the Rep for stating that Lufthansa was not aware of the 90 day rule and that if we were to fly to Newark we would be able to board the airplane and make it to Germany. I tried to make this rep reconfirm but I could tell by her voice that she was not confident and then she said no. I asked her what is it now? Yes or No she said No. I find that unbelievable, imagine I would have followed her advice and gotten ourselves to Newark. When we finally had the appointment for the passport I tried to call back and rebook. After being told we were no shows at the airport and re-explaining my issue I was placed on Hold over and over again with the call lasting 53 minutes total only to be told that yes there was a rebooking fee but we also had to pay the difference in the ticket price which was $3000 I was too frustrated to deal with this any further. I told her to cancel the flight. She was not even able to tell me what the refund for the unused taxes and fees were. Had I known all this I would have boarded the flight in Knoxville and left my husband behind. It was due to your call centers incompetence that I didn't go to Germany. In my research I have found numerous online complaints very similar to mine on Consumer Affairs, Yelp and Travelocity and unless you offer me a better resolution than "I am sorry" I will add my story to any website that addresses reviews of your customer service. Please feel free to escalate this up the chain. I am keeping records and if I don't hear back I will be forwarding to this to your headquarters. read more