Lufthansa Customer Service Issues

Hello, I am Hadeer Ahmed, and my passport number is A[redacted]2. I had a flight with Air Canada operated by Lufthansa on August 9th from Montreal airport (LH479) with a connecting flight to Cairo from Frankfurt (LH582). I encountered several issues with the agent who checked my luggage in Montreal. My concerns are as follows: 1. One of my bags was overweight at 30 kilos instead of 23. The agent did not inform me of my options and made me feel uncomfortable despite me trying to resolve the issue. 2. The agent claimed my carry-on bag was too large, even though it fit in the measuring box. When I arrived in Cairo, I noticed my carry-on was broken. 3. I had requested special assistance due to being visually impaired, but the person promised to assist at 4:50 PM did not show up, causing me stress and delays before my flight. I am disappointed with the service provided by Lufthansa and the treatment I received at Montreal airport.

Dear Sir/Madam, I am writing to share my recent Lufthansa travel experience. On July 20, [redacted], I was a passenger on flight LH [redacted] from London to Frankfurt, which was delayed by over an hour due to late passengers and their baggage. Despite rushing to catch my connecting flight to Milan Linate (LH [redacted]), I missed it because of long queues and lack of assistance from Lufthansa and airport staff. Consequently, I had to take a later flight to Milan and a two-hour taxi to Savonna. Two weeks later, my return trip from Genoa to London via Munich was even more frustrating. Flight LH [redacted] was delayed with no clear information or assistance from airport staff. I missed my London connection from Munich and had to rebook a new flight through Frankfurt due to the German holiday season. Although the travel ordeal was terrible, my biggest disappointment was being unable to see my son at Salisbury District Hospital. I am inquiring about compensation for this experience. Yours faithfully, Ian L.

Hello, My name is Neda Javid, I am a Canadian passenger who was onboard flight LH600 from Frankfurt to Tehran on July 25 at 14:10. Unfortunately, after 2 and a half hours, our flight experienced a problem and we had to return to Frankfurt. The situation was distressing, with passengers worried and some even crying. I requested access to the Wi-Fi connectivity from a crew member as my family in Canada and Iran would be concerned. Surprisingly, I was informed there was a charge of 7€ for the service, which seemed unreasonable given the circumstances. Following a 3-hour delay, we returned to Frankfurt airport tired and anxious, without any refreshments provided. Eventually, we were allowed to board a new flight to our destination around 7pm. The cabin crew, however, were unable to offer any food or beverages due to the delay, advising passengers to rest instead. After almost 8 hours of delay, feeling exhausted and famished, I am dissatisfied with the lack of assistance and care provided on the flight. I truly believe that if the destination had been any other place, the crew's attitude would have been more accommodating. Best regards, Neda J.

We made a reservation for a round trip flight on August 13, [redacted] with flight numbers LH941 and LH938. We selected seats for both the outbound and return flights, along with booking luggage for both legs of the journey. Specifically, the return journey luggage cost £42 with document numbers [redacted][redacted] and [redacted][redacted]. However, during check-in for the outgoing flight, we were charged £36 for the luggage, even though we believed we had already pre-booked it. Upon our return, another issue arose where we were initially unable to obtain our boarding passes due to confusion about the luggage payment. This led to significant stress and inconvenience as we were directed between different Lufthansa desks at Frankfurt airport. It appears there was an error during the online booking process, causing our luggage to be categorized as an Economy Light fare, which created numerous challenges during our travels. Despite our efforts to resolve this matter since returning on July 24, we have not made any progress with Lufthansa in receiving a refund for the £36 overcharge.

My wife and I traveled on flight LH0941 from Manchester to Frankfurt Intl on August 13th, connecting to CX0288 to Hong Kong. LH0941 did not permit hand luggage in the cabin due to limited space, so our bags were stored in the cargo area. During the short transfer in Frankfurt, we were unable to retrieve our hand luggage in time due to mobility issues. LH suggested reporting the issue to CX, but CX in Frankfurt redirected us to CX in Hong Kong. Unfortunately, upon arrival in HKG, we were instructed to contact LH in Frankfurt. We are seeking assistance to locate our red 'Tripp' hand luggage containing essential items like an asthma inhaler, creams, glasses, a phone, and daily medicine. If found, kindly send it to Mr. Tam Sing Lee at the provided address in Hong Kong. Your help in resolving this matter is greatly appreciated. Thank you. Mr. T S Lee

I flew LH0941 on August 13 from Manchester to Frankfurt Intl to connect to Hong Kong on CX0288. LH0941 did not allow hand luggage in the cabin due to limited overhead storage. Our hand luggage was stored in the cargo area. When we landed in Frankfurt, we had little time for the transfer and limited mobility to retrieve our hand luggage before boarding CX0288. LH reception directed us to report the issue to CX reception in Frankfurt, who in turn told us to contact CX reception in Hong Kong. However, upon arrival in HKG, we were instructed to contact LH in Frankfurt for our belongings. We are now seeking assistance in locating and returning our red 'Tripp' hand luggage to Hong Kong. It contains essentials like an asthma inhaler, duty-free creams, prescription glasses, a mobile phone, and daily medication. Kindly deliver it to Mr. Tam Sing Lee at the provided address. Your help is greatly appreciated. Thank you. Best regards, Mr. T S Lee

Dear Customer Service, I am writing to express my disappointment in my recent experience with Lufthansa. Upon reaching my final destination, I was informed that my baggage did not arrive, causing me a great deal of stress and inconvenience. I had to cancel important appointments as I waited at home for a courier to deliver my luggage, which included necessary medication. Unfortunately, not having my medication for a night and the following morning was detrimental to my health. When my baggage did eventually arrive very late at 9 p.m., I discovered that the wheels of my new suitcase were completely ruined. This whole situation has left me feeling stressed and dissatisfied. Despite being recommended Lufthansa by friends, this was my first journey with them and it did not meet my expectations. I am hoping for a refund for the damaged suitcase, compensation for the delayed delivery, and acknowledgment of the stress and anxiety caused by this incident. Thank you for your attention to this matter. Sincerely, J. Marchwiak

Dear Sir/Madam, During my recent trip with Lufthansa, I encountered an issue with my baggage not arriving at my final destination. This was incredibly stressful and inconvenient as I had to cancel prior commitments to wait for a courier at home for its delivery. The situation was worsened by the fact that my necessary medications were in the missing baggage, resulting in missed doses that are harmful to my health. When my baggage eventually arrived at 9 p.m, I discovered that the wheels of my new suitcase were completely destroyed. This whole experience has left me feeling stressed and disappointed, especially as it was my first time flying with Lufthansa, despite recommendations from friends. I am hoping for a refund for the damaged suitcase, compensation for the delayed delivery, and alleviation of the stress and anxiety caused by this unfortunate incident.

Dear Customer Service, I recently traveled with Lufthansa and unfortunately, upon reaching my final destination, I was informed that my baggage did not make it with me. This caused a lot of inconvenience as I had to cancel my prior commitments and wait at home for a courier to deliver my belongings. What made matters worse was that my necessary medications were in the missing baggage, resulting in me missing doses that are crucial for my health. When the baggage finally arrived at 9 p.m, I discovered that the wheels of my new suitcase were completely destroyed. This entire experience has left me feeling stressed and disappointed, especially since it was my first time flying with Lufthansa, based on recommendations from friends. I am reaching out in the hopes of receiving a refund for the damaged suitcase, as well as seeking resolution for the delivery delays and the overall stress and anxiety this situation has caused me. Thank you.

Dear Lufthansa, I would like to report an incident that occurred on August 19, [redacted], at Heathrow Terminal 2 Airport. My hand luggage was taken from me at the boarding point, and I was told by your staff it would be sent to my final destination in Abuja. Upon reaching Frankfurt, I inquired about my checked bags and was informed there were three. During boarding, it was discovered there was an extra suitcase on the aircraft. The staff asked for the owner, and when I identified myself, I was asked to wait for my suitcase. Despite expressing my desire to retrieve it in Frankfurt, I was compelled to board without it and fill out a form in Nigeria, where I was promised the bag would be sent the following day. Unfortunately, I have yet to receive my suitcase, and the experience with the Nigeria office has been challenging. I would appreciate your assistance in resolving this matter promptly. Thank you.

Dear Sir/Madam, I recently spoke with Customer Service agent Samantha and was advised to email you about my issue. My name is Paramjeet Singh, and I booked a ticket for my nephew Manmeet Singh through Makemytrip for his trip to Canada on a student Visa. Here are the travel details: Travel Date: 23rd Aug, [redacted] Delhi to Munich/ Lufthansa LH-[redacted] Munich to Dublin/ Lufthansa LH-[redacted]/ 2h 55m layover in Munich (MUC) Dublin to Toronto/ Lufthansa LH [redacted]/ 2h 40m layover in Dublin (DUB) PNR # RIMB2J / Passenger Name: Manmeet Singh Manmeet was informed at the Lufthansa counter in Delhi that he needed a transit visa for Dublin. This came as a surprise because neither Makemytrip nor the airline had informed us about this requirement. The ordeal at the airport was distressing as he was denied boarding, causing him immense disappointment as he missed his classes in Toronto. Despite trying to reach out to Makemytrip for assistance, they redirected us to Lufthansa. Manmeet had to purchase a new ticket for a much higher price the next day to travel. Hence, we are requesting a full refund of the original ticket cost of INR 80,[redacted]. Please address this matter promptly. You can contact me via email at [redacted] or Mobile USA: +1 [redacted], Mobile India: +91 [redacted]. We hope for a swift resolution to this issue. Best Regards, Paramjeet Singh

Dear Lufthansa, I encountered an issue while trying to check in for my connected flight. When indicating that I do not possess a visa for travel to Germany, I received an error message stating travel without a visa is not possible. Please note that I do not require a visa for travel within Germany. I was assured at the airport during a previous trip that my visa status for my route was satisfactory. As a result of this complication, I am unable to complete online check-in. I kindly request your assistance with resolving this matter and would also appreciate a window seat assignment for both of my flights.

My family and I made flight bookings from Vancouver to Milan over a month ago to assist with my school move. Following emergency surgery on August 9th to remove a cyst, my doctor advised against flying for 4-6 weeks. To reschedule our original August 27th flights to September 13th, we contacted the Lufthansa Service Centre. Despite sending the required doctor's note and surgery details, we were informed by four representatives that my parents' flight could not be rebooked or refunded, leaving us with the option for them to fly without me. Due to my surgical restrictions, it's crucial for my parents to accompany me. We reached out for assistance in changing my parents' round-trip flights to depart on September 13th and return on September 16th. After promptly submitting another doctor's note upon request, Lufthansa deemed it invalid without providing an explanation or guidance on the rebooking process. The overall experience has left us feeling frustrated and uncertain on how to proceed, with our main goal now being to secure a refund for one parent's ticket to ensure they can join me and assist with luggage due to my surgery limitations.

I need to modify my flight, but I received a message about the refund process. I am unable to view the refund amount online, and Lufthansa will manually calculate and credit it to the original form of payment later. In case of flight issues or involuntary cancellations, refunds for unused flights will be provided. If tickets were not bought directly through Lufthansa, only cancellations are allowed. Any applicable refunds need to be requested through the original issuing office or travel agency. Travel insurance and Rail & Fly segments are non-refundable and should be addressed directly with the insurance provider or as stated. I am seeking assistance to change my flight from Dubrovnik to Split to Munich, then to Cairo, with a layover of one or two days if possible. Here are my booking details: Last Name: Youakim, Booking Code: Q3BRXM. I purchased this ticket on Lufthansa.com. Thank you for your anticipated support. - M. Youakim

Booking Code: LHP9K3 Ticket Number: [redacted][redacted] Dmitri Nesmejanov, [redacted][redacted] Larissa Nesmejanova, [redacted][redacted] Karolina D. Nesmejanova On July 5, [redacted], our family encountered a disappointing experience with Lufthansa during our flights from Orlando to Frankfurt and Frankfurt to Tallinn. Despite booking our tickets a year in advance and checking in online, upon arriving at the airport, we faced issues including misprinted boarding passes, a delayed flight, and being denied seats due to overbooking. The lack of communication and assistance from airline staff left us feeling frustrated and undervalued. We hope Lufthansa will address these concerns and consider providing us with tickets for a future flight from Orlando to Tallinn to restore our faith in their service. Should you require further information, please contact me at [redacted] or [redacted]. Thank you, Larissa Nesmejanova

I experienced difficulties with my baggage during a recent trip with Lufthansa and United Airlines. I had to change flights several times due to issues at the Munich airport on August 27, [redacted]. Despite informing Lufthansa about my lost baggage in Chicago, they advised me to report it in Seattle instead. I encountered confusion as one of my bags went missing, and I am yet to receive any updates despite lodging a report with Delta Airlines. The multiple flight changes also impacted my baggage situation, leading to further complications. The situation remains unresolved, and I am eager to find a solution.

I have a business class ticket booked with Lufthansa for a round trip between IKA-FRA-SEA-FRA-IKA. My inbound trip is scheduled for 25 September [redacted], but I need to return sooner, preferably between 15-20 September. Lufthansa informed me that since the ticket was purchased through a travel agent, I should contact the agent in Tehran for any date changes. I find this response overly bureaucratic and would like Lufthansa to handle the date change directly, considering the premium price I paid for this ticket.

Dear Lufthansa customer service, I have a flight scheduled with your airline tomorrow from Panama City to Toronto. Here are the details: Janne Nora Kummer, Departure: Toronto, ON (Lester B. Pearson Intl), Terminal 1, 01 Sep 21:35, Arrival: Frankfurt, DE (Frankfurt Intl), Terminal 1, 02 Sep 11:10, Flight Booking Reference: AC/KV3BRE, Reservation: Confirmed, Economy (T), Duration: 07:35. I made the booking through the Opodo website, with the reference BOOKING REF: R79YB3. During my previous flight from Berlin to Panama with a different airline, there was an issue with my gluten-free vegan meal reservation. I've contacted Opodo several times to ensure this meal option is booked for my return flight. I would appreciate it if you could verify if it's included in my booking or add it if not. Thank you for your assistance. Janne Nora Kummer

I have been rebooked on a flight from Orlando to London via San Francisco. I am a single mother with three children, and perhaps the worst group to travel such an indirect route. Lufthansa already lost my pushchair, and when it reappeared, it was broken and damaged my suitcase. These difficulties made our trip much harder, and this latest issue is overwhelming. I have been on hold for over two hours, listening to endless music, trying to speak to someone. My children and I are all very upset. This change in our long journey is challenging enough, but it also means losing a day of our holiday, a paid night at the hotel, and a package set to arrive on Tuesday morning which we won't be there to receive if we follow the suggested flight change. I am truly in tears writing this and do not know how to resolve it if I cannot speak to anyone. Please assist. We should be able to keep our original flight. Regards, Michelle O’Riordan.

I'm feeling very let down by Lufthansa this time. They used to be my favorite airline. There was a mistake in my booking - I accidentally booked a ticket that was 5 days longer than allowed (we can visit the USA for 90 days, but my booking was for 95 days). When I tried to check-in on the 21st of August, the system wouldn't let me and didn't provide any specific error message - just asked for more information. If I had known about the mistake earlier, I could have looked for another ticket. The issue only surfaced when I was already in Sweden Arlanda. The staff at the SAS desk tried to check me in for about an hour, but the system wouldn't allow it. Eventually, the reason for the problem was discovered. I was informed that I couldn't use or modify the ticket, only purchase a new expensive one. Why does the online booking system allow such errors, and why didn't it provide any warning? Buying a new return ticket with Lufthansa may be a small sum for them, but for me in Estonia, it equals a whole month's salary. I felt pressured and fearful that my entire travel would be jeopardized, with many people already lined up behind me. I'm feeling disheartened and upset. I've decided not to fly with Lufthansa again after this incident and won't recommend them to anyone.