Lufthansa Customer Service Issues

Dear Sir/Madam, I, Soumik Mitra, and my colleague, Mr. Hrushi K Reddy, will be flying from Bangalore to Gdansk on January 10, [redacted], with Lufthansa, returning on January 26, [redacted], for a business trip. We hold Schengen C type visas from the Poland consulate for single entry and exit, valid from January 5, [redacted], to February 8, [redacted]. Our flight itinerary on January 10, [redacted], is from Bangalore to Frankfurt, Frankfurt to Munich, and Munich to Gdansk. On January 26, [redacted], we will travel from Gdansk to Munich, Munich to Mumbai, and then Mumbai to Bangalore. We have a few queries regarding our journey: 1. Do we need an additional transit visa or is our Schengen C type visa sufficient for our connecting flights through German airports? 2. Will we receive all boarding passes in Bangalore, or do we need to collect them at each stopover airport, both ways? 3. Will our luggage be transferred by Lufthansa from Bangalore to Gdansk and vice versa, or do we need to reclaim it at each stopover airport? 4. Upon landing in Mumbai on our return journey, should we complete immigration and collect our luggage there, or can we do so in Bangalore instead? Any guidance you provide will be greatly appreciated as first-time travelers with multiple transit stops. Thank you and regards, Soumik Mitra

Good morning, I am writing regarding my missing black wool winter coat on my recent Lufthansa flight. During boarding of Flight # LH [redacted] from Frankfurt to JFK, my coat was accidentally taken by the crew just before departure. I was seated in 32A, and despite efforts by the crew to locate the owner, it was removed from the plane since no one claimed it. The crew confirmed the incident, and I was advised to follow up with Frankfurt airport where the coat was left. I have filled out a form at JFK airport but was instructed to file a formal claim via email with Frankfurt's lost and found department. Your prompt attention to this matter is greatly appreciated. Kindly contact me via phone once the coat is found. Thank you, Roland J.

Dear forum members, I wanted to share my recent experience with transporting my German Shepherd, Fires, from CPT to PORTO with Lufthansa on December 4th, [redacted]. Unfortunately, there were issues that arose which prevented Fires from boarding. This left him traumatized and he even managed to break the plastic water bowl in his crate during the wait at the airport. After Lufthansa refused to allow Fires on the flight, the transport agent did not provide any alternatives and failed to refund the crate and document costs. While they did reimburse the flight, the crate was never received. I am seeking clarification on why Fires was denied boarding as cargo. If anyone has insights or advice on how to proceed in this situation, please share. Your input is greatly appreciated. Best regards, Candyse

I am disappointed with my recent flight experience on Lufthansa. I had a booking for flight [redacted]/[redacted] on Sept. 28th / December 16th. Everything was fine on the outbound journey, but the return turned into a disaster. Apparently, the flight was changed to Eurowing with a different number without informing me beforehand. Upon arrival in DUS, I had trouble checking in at Lufthansa and was directed to Eurowing. The staff was unhelpful and even responded rudely when I asked for assistance at the computer terminal. To add to the confusion, the flight arrived at EWR nearly an hour earlier than stated in the flight status. As a frequent Lufthansa flyer, this experience was below my expectations. I hope for better service in the future. Regards, R. Maagh-Ramm

Subject: Dissatisfaction with Recent Air Travel Experience Dear Airline Customer Service, I recently traveled to Malta with my husband for the Christmas holiday. We experienced issues with our checked luggage on both our outbound and inbound flights. On departure, our luggage was delayed in reaching Malta, causing inconvenience. Upon return, we encountered double security checks in Frankfurt, resulting in the loss and damage of one of our pieces of luggage. The delayed luggage from our outbound flight arrived one day later, while the luggage from our inbound flight was lost for two days and damaged upon delivery, with TSA locks broken. This has left us dismayed and dissatisfied with the service. We hope for a resolution and at a minimum, request a refund for the damaged suitcase. Thank you for addressing these concerns promptly. Sincerely, T.M.

Subject: Complaint Regarding Recent Flight Experience To Whom It May Concern, I am writing to express my dissatisfaction with a recent flight experience. On a flight in November [redacted] with Lufthansa, traveling with Austrian Airlines and Luxair using booking code Q88VP6, I encountered issues that I feel the need to address. I was scheduled to fly to Luxembourg via Vienna (flight OS714, OS7087) from BUD airport. Upon arrival in Vienna, I was informed that the flight to Luxembourg had been canceled, despite receiving no prior notification. Although I utilized the Lufthansa App and provided my email address for communication, I did not receive any alerts regarding this change. While I appreciate the assistance the staff provided to reroute me through Munich to reach Luxembourg, I believe there should be more effective means of communication in place to inform passengers of such changes. It is my hope that by bringing this matter to your attention, improvements can be made to ensure passengers receive timely and accurate updates regarding their flights. Sincerely, Krisztina D.

I would like to provide feedback on my Helsinki to Los Angeles flights on December 22, [redacted] (LH [redacted], LH [redacted]) with Lufthansa. I have chosen this airline in the past due to their punctuality, but on this occasion, my luggage was delayed for two days during the busy Christmas period. Unfortunately, my luggage did not make it onto the plane. The service I received at Lufthansa in LA LAX airport on December 22, [redacted] was below par. The staff showed no empathy or willingness to assist me in reporting the issue. Not having my luggage meant I could not change clothes or give presents to my relatives as planned, resulting in a disastrous and unpleasant holiday experience in LA. Sincerely, R. P.

I would like to commend the crew during my recent flight from FRA to LHR on December 14, [redacted], LH [redacted]. Despite a 45-minute delay and subsequent mechanical issues with the communication system, the crew handled the situation professionally. After efforts to resolve the problem failed, the captain decided to deplane us and provide another aircraft. The crew kept everyone informed, maintained calmness, and the captain's conduct was exemplary. I assured the hostess I would write, and here I am. Please convey my gratitude to the crew for their exceptional service to the [redacted] passengers on board. Lufthansa has always been my preferred airline during my 21 years at Ramstein AFB. I frequently travel to London 4-5 times a year and once a year to NYC. Despite the delay, I appreciate the crew's efforts. Looking forward to your response. Thank you, Betty Slusny

Hello, I wanted to share my recent travel experience with Lufthansa. On December 28th, [redacted], my family and I embarked on a flight from Izmir to Munich, Frankfurt, and finally Miami. Unfortunately, upon departure from Izmir to Munich, my wife encountered an unexpected issue when she was taken into police custody for lacking the required visa to enter Frankfurt. This was a surprising requirement as we have traveled with Lufthansa multiple times previously without any visa complications. As a result, we had to alter her itinerary to Miami while my son and I proceeded to Frankfurt, where we had to stay overnight. During our travels, we faced several challenges including a missing flight reservation at Frankfurt airport, possibly due to an error when changing my wife's ticket in Munich. This led to significant stress and inconveniences throughout our journey, including long waiting times in Miami for my wife's separate flight. These difficulties have left me disappointed with the overall service from Lufthansa and the additional expenses incurred to rearrange our travel plans. As I plan my return trip to Turkey, I am apprehensive about encountering similar issues. I hope my feedback serves to highlight areas for improvement in your services. Best, Oguz Aytac

Hello, we are two seniors aged 81 and 72 who have saved up for our trip for years. After booking our reservations and realizing how costly air travel is, we decided to spend a week in Germany before our cruise. Due to health issues, we upgraded our seats, spending extra money. When our flight was changed, three of the upgrades were transferred, but one was switched to United from Lufthansa, for which we paid $[redacted]. For us living on Social Security, this is a significant amount. We kindly request a refund of the $[redacted] upgrade fee from your company. Thank you for your understanding. Sincerely, Priscilla P. and Annette B. Code #[redacted][redacted] and [redacted].

I flew business class with my family from Munich to SFO on Friday, 2/11. Despite a one-hour storm delay in Munich, we encountered issues with seat control panels and the entertainment system during the flight. The flight attendant tried to help by offering a new seat when it became clear the entertainment system was faulty, affecting our pre-paid family seating arrangements. Despite the initial inconvenience, the flight itself was enjoyable. Upon arrival in SFO, we discovered one of our bags was missing. I reported this to the Lufthansa representative, who informed me the bag was located at the airport but not on the baggage belt. She provided me with a report, paperwork, and a contact number for follow-up, as the counter was closed. Lufthansa suspects a bag mix-up and stated they won't release the other customer's bag until mine is found. I was troubled by this situation and attempted to call the provided number multiple times, with no response. I have not received any updates or further assistance as promised.

I traveled with my family in business class from Munich to SFO last Friday. We experienced a one-hour storm delay in Munich before finally taking off. During the flight, we had issues with the seat control panel and entertainment system. The flight attendant tried to solve the problem by offering us another seat, but this meant we were separated from our paid family seating. Despite these inconveniences, the rest of the flight went well. Upon arrival in SFO, we discovered one of our bags was missing. I spoke to a Lufthansa representative who filed a report and informed me that the bag was located at the airport but not on the baggage carousel. I was given paperwork and a contact number to follow up the next day. The representative mentioned that my bag might have been swapped with another passenger's and that Lufthansa was holding their bag until mine was returned. I found this situation unsettling, especially since the other passenger could not be reached. I am requesting that Lufthansa update me on the progress of locating my bag and reaching out to the other passenger.

My spouse made a flight booking (booking code: V2Z4VY, ticket no. [redacted][redacted], passenger name: K./Jasmin) from Copenhagen to Goa with layovers in Munich and Mumbai for the end of November. Due to a medical condition discovered during a prenatal check-up, she could not fly as planned. I contacted Lufthansa multiple times and eventually received an email address to send the relevant medical documentation. Unfortunately, I was given an American email instead of a European one. Only the day before the flight did I learn about the issue. After frustrating interactions with customer service, I insisted on speaking to a manager. Despite being directed to send the documents to the correct email, delays in the process occurred due to the time zone differences. The submission was made several hours before the scheduled flight, and I was informed it would take 10 days to process. However, 11 days later, I have yet to receive an update after contacting customer support again. This time, I was advised to send an email for further assistance.

Dear Customer Service Personnel at Lufthansa Airways, We are writing to express our disappointment regarding the flight disturbances we experienced during our recent holiday. We had anticipated a pleasant 3-day trip to Venice, scheduled to depart on the 10th via Flight No. LH [redacted]. However, due to the flight cancellation, we were rerouted through Vienna, resulting in significant delays and reaching our hotel in Venice much later than planned. Additionally, we would like to bring to your attention the extra food expenses incurred during our extended layovers at Frankfurt and Vienna airports, as well as the inconvenience of the prolonged waiting times. Considering the impact these issues had on our holiday, we kindly request compensation for the inconvenience caused. We look forward to a prompt response and resolution to this matter. Sincerely, Sandra Mullins (on behalf of Andrea Mullins, Bernadette Mullins, & Caroline Mullins)

On the 11th of January [redacted], I had a flight from Barcelona to Milano Bergamo Orio airport with a layover in Munich. The first flight was from Barcelona to Munich with flight ID LH1811 operated by Lufthansa. The second flight was from Munich to Bergamo Orio with flight ID BM1745 operated by BMI regional. These tickets were booked through Lufthansa online. My luggage was checked in at Barcelona for the final destination - Bergamo. Unfortunately, my luggage didn't arrive in Bergamo, so I reported it as lost with the file reference BGYBM10188 and tag number LH206347. After 48 hours of not hearing anything about my luggage, I received a call from Munich airport on the evening of the 13th of January [redacted] informing me that my luggage was found there. Since I was in Italy for business meetings and workshops until the 18th of January [redacted] and had to purchase clothes, shoes, underwear, and other necessary items, I have attached the receipts for reimbursement. I finally received my luggage on the 14th of January [redacted] after it was located in Munich and sent to Bergamo. As the airport didn't arrange for the transfer of my luggage to the hotel and I had to incur additional expenses for a taxi, I have attached the receipts for those as well. I believe according to the Montreal Convention, I am entitled to compensation. I have also reached out to [redacted] and FlyBMI customer service via email.

Subject: Lufthansa Baggage Issue Dear Lufthansa, I am writing regarding a recent flight on January 1st, [redacted], from Mauritius to Toronto (Flight [redacted]) where my wife, Bibi Eshana Gooda-Sahib, encountered a problem with the baggage charges. Despite multiple calls to Lufthansa customer service confirming an extra luggage cost of $[redacted] Canadian, she was charged around $[redacted] Canadian at the airport in Mauritius. Even showing the email from Lufthansa detailing the $[redacted] fee did not resolve the issue. This discrepancy is unacceptable considering the prior assurances given by Lufthansa representatives. I kindly request a refund for the excess amount paid and hope that Lufthansa will investigate this issue promptly. An examination of the flight records on January 1st, [redacted], at 4:40 p.m. departing from Sir Seewoosagur Ramgoolam International Airport should confirm the discrepancy in charges. Thank you for your attention to this matter. Sincerely, Alam

Subject: Concern Regarding Recent Flight Experience I recently purchased a round-trip ticket from Pune to Washington DC through Girikand Holidays (Pune branch) and encountered significant discrepancies in the provided itinerary upon checking in for my return flight. Despite the details given to me by Girikand Holidays, upon reviewing the Lufthansa website, I discovered a different schedule and unexpected charges for baggage. Originally, according to Girikand, my return flight was scheduled to arrive in Pune on January 16, [redacted], at 12:50 am with a layover in Frankfurt, allowing me to check in two bags at no extra cost. Nevertheless, the changed itinerary on the Lufthansa website indicated a delayed arrival time of 3:30 am, with additional layovers in London Heathrow and Abu Dhabi, where I was charged an extra $[redacted] for my second checked bag. The absence of prior notification regarding the cancellation of my initial flight, which led to these modifications, coupled with the unexpected expenses and meal discrepancy during my journey, has left me greatly dissatisfied with Lufthansa's service. I am particularly concerned about not being informed of these changes and the resulting financial implications. I have already reached out to Girikand Holidays on January 17, [redacted], but I also wanted to directly address these issues with Lufthansa. I appreciate your attention to this matter and eagerly await your prompt response. Best regards, A. Rege [redacted]

Dear Sir/Madam, I am writing to report the loss of my bag during my recent trip from Frankfurt to Ancona, Italy via Munich. On 11.01.[redacted], I flew from Frankfurt Airport on Lufthansa Flight # LH120 and checked in my bag at the Lufthansa counter. My second flight on 12.01.[redacted] was from Munich Airport to Ancona, Italy on Lufthansa Flight # LH1956. Unfortunately, upon arrival at Ancona Airport, my bag was missing, and I filed a complaint at the airport. It has been 11 days since the incident, and there have been no updates on the whereabouts of my bag. The bag weighed approximately 24kg, was black with wheels and an upright handle. It contained important business samples and expensive clothes from my Frankfurt trip. I kindly request your assistance in tracking down my bag. You can reach me at my German number, [redacted], via messages, or my Pakistan number, [redacted], for calls, WhatsApp, or messages. Alternatively, you can contact me via email at [redacted] Thank you for your attention to this matter. Sincerely, Muhammad Imran

At the gate, I asked Luft if I could receive my stroller right off the plane because dealing with bags and a baby is challenging. They assured me it was possible. However, upon landing in Tel Aviv, this did not happen for the third consecutive time. A young lady, who wasn't very friendly, informed me I needed to collect the stroller from the conveyor belt and that what Germany told me wasn't their responsibility. Despite explaining my situation with a 9-month-old and carrying a diaper bag and suitcase to customs for an hour, I was left without the stroller. My child, unable to walk, was crying due to fatigue that could have been alleviated with his stroller. Even after visiting border control to resolve the issue, the lack of a stroller left me with a crying baby. On a previous flight from Dallas, my stroller was damaged, and on the second flight, I was informed I needed to request the stroller in advance. Despite doing so on the third flight, the outcome was the same. As a frequent flyer and rewards member, I expect better treatment. Considering the lack of support for parents with children, I may have to consider other airlines that are more accommodating for families.

Good morning. During my recent trip with Lufthansa, my original flight was canceled, and I was rebooked on a flight 4 hours later, resulting in a 9-hour delay to my final destination. Upon landing in Sofia airport, my luggage was damaged. I have filed a damage report (SOFLH55684) and sent it with all necessary documents to the email provided by the Lost and Found office. However, I have not received a response and my emails are bouncing back due to technical issues on your end. I am seeking guidance on how to claim financial compensation for the flight cancellations/delays and baggage damage as the online process is also not functioning. Dr. Stoyanka Slavova, Miles & More Frequent Traveler with Lufthansa ([redacted][redacted]).