Complaints

This profile includes complaints for Lufthansa German Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Lufthansa German Airlines

  1640 Hempstead Turnpike East Meadow, NY 11554-1040

• 

  Lufthansa German Airlines

  17801 International Blvd Rm M6014 Seatac, WA 98158-1202

• 

  Lufthansa Airlines

  5721 West Imperial Highway Los Angeles, CA 90045

• 

  Lufthansa Airlines

  5230 Pacific Concourse Los Angeles, CA 90045

• 

  Lufthansa Airlines

  P.O. Box 946 Santa Clarita, CA 91380

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traveled on a flight with Lufthansa from ****** (EWR) to ******** (BUD) with a connection in ********* (***) back in October 2024. When I reached my final destinations in ********, one of my checked baggage was lost. I immediately reported this online at the airport. The baggage has never been found and I reported what all my items in that baggage along with their estimated costs. Lufthansa emailed me with the attached PDF file as a record of my report. I periodically checked the status of my baggage on their website with the reference number they provided me in that document. After about 6 months, I called customer service and talked to someone on the phone. I asked for a refund since it's been months and clearly the baggage is not being found. The representative told me that they are still investigating and will reach out to me when it is found or with a resolution if they cannot find it. I never heard from Lufthansa. I recently remembered and wanted to check my case again and the website says there is no matching records with my name and reference number. I call the customer service again and they cannot find any records either. It's been 9 months and I'm sick of being stalled and lied to by this business. They need to own up to their mistakes and compensate their customers.

  Customer Answer

  Date: 08/03/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Lufthansa German Airlines has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06.07.2025 I contacted the Lufthansa flight reservation call center to upgrade our return flight from ********* to ************ 6/.15.2025 I was able to upgrade the flights. However when I returned home and checked my credit statements I found that along with the flight upgrade charges from Lufthansa there was a extra charge from ****** for $2296.00 When I investigated this charge in depth I found out that our call was routed to a third party reservation company. They charged me an additional 65% booking fee to place the reservation with our airline. I was very frustrated to find out that by calling the direct reservation line from the Lufthansa web page it directed me to a outside source . This charge was exorbitant and deceptive. I want a refund and I want to be contacted by the airline regarding this issue. I have made a call to my cruise company ************ as they recommended Lufthansa

  Customer Answer

  Date: 07/14/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
  
  Sincerely,
  
  ****** ****
  

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trip was interrupted by Lufthansa canceling the second leg of the trip multiple days in a row. No one was available to help so we made it to the destination 4 days later using alternate transportation. They also lost our luggage for 10 days. Lufthansa the canceled our return flights which resulted on a 2 day delay in return date. They also missed the connection coming back, which resulted in another 2 days delay. With hotels, food, taxis and alternate transportation we spent 8 extra days traveling with $4000 in expenses. On our return our luggage was lost again, this time for a month. I have been filing claims for a year now and they all go unresolved or unanswered by the airline. They would not even provide me with documents I need resolve my credit card claim. I have called and escalated multiple times and have written countless emails. I have proof of all the claims I've submitted and all the receipts (too many to attach here). They are behaving like they are not a real company, completely ignoring customers. Everything can be verified - all the cancelations and every single receipt. Even if they refunded me the original purchase of the tickets, it would be fine, for the nightmare they put me and my child through.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight booked through Lufthansa (UA308 United Air) on 5.16.2025 from ************ to ******* was cancelled. There was a connecting flight in ******* to ******, Germany (LH435). Since the flight out of ************ was cancelled. I missed the connecting flight in *******. I requested a full refund in the evening of 5.16.2025 I was told that there would be a $1000 cancellation fee. The $1000 fee was charged to my credit card immediately (5.16.2025) however I was told my refund would take 3 weeks. All of the charges on my credit card are from Lufthansa. The original charge of $7681.02 on 1.16.2025 and $1000 on 5.16.2025. The credit card used for these charges ends in ****.I've called Lufthansa today (6.17.2025). They claim to have no record of my refund request. The $1000 charge on my credit card on 5.16.2025 is evidence of my refund request. As of today, 6.17.2025, I've not received my refund from Lufthansa. I demand that my credit card that was used for this purchase be credited for a full refund immediately. Additionally, since the flight was cancelled, the $1000 cancellation fee needs to be refunded. as well.

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a U.S.-based customer who booked travel through United **********************, with segments operated by Lufthansa. After my flight was rerouted last minute to an unplanned gate, my bag was lost and neglected by Lufthansas subcontracted baggage handler Celebi at ****************, and further mishandled by Expeditives courier services.This was not a simple delay. Over the next 36 hours, I was:Lied to by multiple parties Given incorrect or no updates Told to wait for delivery that never came Forced to call over 20 times, including Lufthansa U.S., Hungarian support, Celebi, the airport, and delivery services Forced to act as administrator for three separate companies just to retrieve my own property Abandoned by both Lufthansa and United, who refused to intervene I suffered immense emotional stress, physical illness, and missed critical business appointments, all while staying in accommodations with no receptionsomething I never wouldve booked had I been informed of any potential issue. Instead, I was left alone to do the job Lufthansa and their partners failed to do.****** admitted fault, saying they forgot to secure my bag. Lufthansa gave no photos, no updates, no accountabilityjust an insulting offer of $50 if I had receipts, as if this were a minor inconvenience rather than a full-scale operational collapse.This has dragged on for over six months, during which Lufthansa has continued to deflect, minimize, and gaslight. I am requesting $750 in compensation, which barely reflects the time, labor, and personal cost involved. This is not a negotiationits a demand for restitution and accountability under:The Montreal Convention, which holds Lufthansa liable for damage caused by baggage mishandling (including mental and time-related damages)EU Passenger Rights law, which guarantees fair treatment and transparency Lufthansas conduct has been negligent, dehumanizing, and dishonest.I expect a financial resolution that reflects the seriousness of this abuse.

  Customer Answer

  Date: 06/21/2025

  At this time, I have been contacted directly by Lufthansa German Airlines regarding complaint ID ********, however my complaint has NOT been resolved because:

  They don't monitor BBB Cases or respond to them

   

  ***** *****

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lufthansa emailed me on 5/17/25 to let me know I'd be receiving a refund for a March 30, 2025 flight after I emailed Lufthansa my bank account number, routing number, and wire transfer routing number. I emailed this personal banking information to Lufthansa, and Lufthansa then on 5/24/25 emailed me stating that they would not provide me with any refund. I am requesting $250 compensation from Lufthansa because (1) Lufthansa took my personal data information and reneged on their promise to pay; leaving my personal data vulnerable because they had no purpose for it (2) Lufthansa put me on standby for the March 30, 2025 flight in which I had paid for an assigned seat, so they did not fulfill their service by downgrading me to standby with no reason, explanation, or compensation.

  Customer Answer

  Date: 06/20/2025

  At this time, I have been contacted directly by Lufthansa German Airlines regarding complaint ID ********, however my complaint has NOT been resolved because:

  The business offered me 50 Euros, however this is not sufficient compensation because the business (1) previously told me they would provide a refund if I would provide them my personal banking information, and then after I provided the personal banking information, the business then said it would not provide a refund even though the business now had personally identifiable financial information which they need to protect, and (2) the business would not supply me with an assigned seat even though I had paid for an assigned seat, and instead the business told me I was on standby even though I had paid for an assigned seat, and the business over a period of 3 hours told me at the gate via the gate agent that I would have to continue to check back to see if there was a seat for me. The business finally let me on the plane at the last minute due to the standby status the business wrongfully assigned to me. For those reasons, I cannot accept the offer of 50 Euros because the adequate compensation for these problems would be $250. Thank you.

   

  ***** *******

• Initial Complaint

  Date:05/13/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against: Lufthansa German Airlines Complaint Type: Service Issue Lost Baggage and Lack of Compensation Dates Involved: May 2024 Present Location: Flight from *********, ***** (HYD) to ******, ** (***)Complaint ID: FB ID ******** Description of Complaint: I am filing this complaint regarding a lost baggage incident involving Lufthansa airline during my return travel from ********* (HYD) to ****** (***) in May 2024.I checked in a second suitcase for which I paid an extra baggage fee. However, upon arrival in ******, the suitcase did not arrive. I made multiple visits to the airport and also contacted the airline several times by phone in an attempt to locate my missing baggage.After numerous follow-ups, I was finally told by airline representatives that I needed to wait three months before I could officially file a missing baggage claim. I followed their instructions and submitted the complaint with all relevant information after the three-month period.Approximately ten months after the original travel date, I received communication stating that the issue had been resolved and that compensation for the lost baggage would be issued. However, I have not received any payment or further updates since that time.Desired Resolution:I am seeking the compensation for my lost luggage.This experience has been extremely frustrating and disappointing. I hope the BBB can assist in holding the airline accountable and help ensure the issue is finally resolved.Thanks in advance for your help.

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint regarding Lufthansas improper excess baggage fees during my travel from ******* to **** (April 213, 2024). My confirmation number is ******* and my ticket number is *************.On March 26, I contacted Lufthansa to register my ski bag and was assured I would not be charged excess baggage fees if it was under 200 cm and 23 kg. I paid $150 for winter sports baggage and received a receipt. My ski bag measured 190 cm and weighed 21 kg, yet Lufthansa charged $285 for SEA?MUC?OSL and $305.08 for OSL?FRA?SEA, totaling $590.08 in incorrect fees.Lufthansa initially agreed to refund the charges but later falsely claimed my bag exceeded 23 kg. My travel companion, on the same flight and ticket class, was not charged these excess fees despite following the same process. I request the BBB to investigate Lufthansas misrepresentation and to help refund the $590.08.Supporting documents are attached.Respectfully,****** ******

  Customer Answer

  Date: 06/04/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.  I have called Lufthansa to inform them that I had filed the BBB complaint and raised a complaint with the *** as well and they informed me they would reach out via email which they did not do.  
  
  Sincerely,
  
  ****** ******
  

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our family flew Lufthansa airways on July 7th, 2024. Our flight was changed by the airline without our consent. We attempted several alternate ways to return home from our travels, and when we were finally accommodated by the airline, we were asked to pay for our bags upon check in, when we had already pre-purchased bags for our flights going and coming back home.The Lufthansa staff at ***************** put us through misery because they were unable to locate that we actually had pre-paid for our bags. Eventually they let us check in, but the Lufthansa airport staff deliberately "misplaced" a large suitcase of ours. It never reached home and I filed complaint ***********' for they never compensated me. I claimed $3000 given that I had makeup, bags, clothes, shoes and jewelry worth likely more. We also were had to spend money on extra hotels and flights due to the changes they made to our flight without our consent. I have contacted them many times to re-imburse me $3000 to no avail.

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
  
  Sincerely,
  
  ****** ******
  

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Madam **** ,with this e mail i want to apply for compensation of flight delay PUNTA CANA - ****************** Discover ( LUFTHANSA )- FLIGHT *** **** Because of this delay and very precise security check for my connecting flight -inside in the airport in ********* i did not get the next flight to **************** 1426. at 9.50 boarding time .Next flight to ***** was the same date 21 January at19.10 So from ***** h Jan 21 2025 to 19. 10 I was waiting in no very well heated airport ********* .This was 7h 30 min waiting in ********* for next flight LH 1428- BOARDING TIME ***** Because of this very long delay I missed very important business meeting and this caused big problems for rescheduling. I did arrived in ***** almost at midnight 21 Jan 2025 . My friend were waiting for me 8 hours. Because of this inconvenience and loosing my time I am asking for Maximum money compensation by the European law. -which is 600 Euro. Best Regards ** ******** ********* * ******** ********* ***** **** ******* *** ***** ** PS: I travel very often and most of the time I am client of Lufthansa group. So far i was satisfied and there was no problems************************************************************************************+ Add to contactsYou sent a single message to ****************************************** in Mar 2025 regarding 'Complain about Lufthansa'.

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Lufthansa German Airlines regarding complaint ID ********.
  
  Sincerely,
  
  ******** *********