Lufthansa Customer Service Issues

Hello, My partner and I booked a flight from Vancouver to Frankfurt on March 2nd to March 6th. We are traveling to Germany for a funeral as my spouse's father has recently passed away. We realized after booking that we could be eligible for a bereavement flight. Is there any way you could adjust our prices to assist us during this difficult time? This trip is emotionally challenging, and your support would mean a lot to us. As an international couple who spent Covid-19 in Germany with the help of his parents, and having recently moved to Canada for the winter, we feel compelled to return temporarily to support our family. One of our flights is fully refundable, and the other is non-refundable. Any assistance would be greatly appreciated. Thank you, Gillian H. and Joop H.

I bought a round-trip ticket from Iran to NY before the pandemic. My booking reference is KTUQKQ, and I only used one leg of the trip before returning to NY. I tried to reschedule my flight about 5-6 months ago when the pandemic started, but after being told I could reschedule at a later time, I couldn't reach customer service on the phone or by email. Even during a trip to Turkey where I flew with Lufthansa, they couldn't find my old reservation and advised me to email. Despite sending multiple emails, the responses just direct me to call a number that never connects. It's disappointing because I admired Lufthansa for their service, which even inspired me to become a pilot.

On March 3, Lufthansa misplaced our luggage, and we completed the necessary paperwork in Naples under reference number #NAPLH25037. The luggage was located and sent to Catania airport in Sicily on March 6, where it was transferred to a delivery service called H24L. Despite being informed last night that the luggage was on its way for delivery, it did not arrive today. Lufthansa was aware that we would only be at the address until March 9, yet they have not made any attempt to contact us or the apartment owner. The delivery service emailed us to explain a delay and promised delivery tomorrow. We have provided our new address in Ortigia, but we urgently need Lufthansa to step in and resolve the situation as they have been unresponsive and failed to communicate throughout this ordeal.

I bought a round trip ticket from Iran to NY prior to the pandemic, using booking reference KTUQKQ. I only used one leg of the trip to return to NY before the pandemic began. I've tried contacting customer service for months and was initially told I could reschedule later. However, I have been unable to reach anyone over the phone, and my emails haven't provided any solutions. Even when I visited a Lufthansa counter during a trip to Turkey, they couldn't locate my old reservation in the system and advised me to email again. The latest response I received was from Amir Lenoir, who suggested I call *** * **** *** *** for assistance. It's disappointing as Lufthansa has always been a top-notch airline for me, even inspiring me to become a pilot. My contact number is ***-***-****.

Dear Lufthansa Staff, I am writing to inform you of an issue that occurred at Florence airport on March 14 with Swiss Air, where I was denied boarding for my LA flight via Zurich due to vaccination requirements. Despite providing documentation proving my eligibility for travel without vaccination, including a negative swab test, ESTA document, doctor's letter, and discharge papers exempting me until April [redacted], I was not allowed to board. I had all the necessary paperwork as per TSA guidelines from my previous trip in December [redacted]. Unfortunately, I had to cancel my plans in Santa Ana and incur penalties. I am requesting an exchange of my canceled ticket for a new economy flight from Pisa to Los Angeles with Lufthansa at the earliest convenience. Please advise. Regards, Alessio C.

I am from Germany, and I believed Lufthansa was reputable. However, this couldn't be further from the truth. The wait times are over half an hour, and the representatives are the worst I have ever encountered. It's hard to believe this is a German company. They are unfriendly, incompetent, and unprofessional. I spoke to 4 people - 3 hung up on me, and 1 lied, claiming my flight was rebooked but no confirmation email was received. Upon calling for the 5th time, I was informed that no rebooking took place. It's unbelievable. I am incredibly upset and vow never to fly with Lufthansa again. I advise others to avoid them if they value their time, money, and health. Additionally, their airplanes are subpar. Unfortunately, not everything "made in Germany" lives up to its reputation.

Hello, my name is Adel T. I encountered an issue with my booking under code 4LFGX8. After following the advice of one of your agents who assured me a full refund upon ticket cancellation, I received only a partial refund, which consisted solely of taxes. I was unable to board the flight due to my medical condition, hepatitis B, as I was on intensive medication. I am in urgent need of the refunded amount for my family, and I can provide the necessary medical documentation if required. I kindly request a prompt resolution to this matter. Thank you for your assistance.

Dear Lufthansa team, I am writing on behalf of a public school in the Community of Madrid that has been part of an Erasmus + project since September [redacted]. In May [redacted], we purchased flights to Estonia through Lufthansa with reservation locator [redacted] and airline locator PC8DUO. I have been in communication with your team since November [redacted] to seek a refund for these flights that were canceled due to the global pandemic. Despite discussions, I have been informed that Edreams, the intermediary company, should issue the refund, while Edreams claims that the responsibility lies with Lufthansa as they have not received the payment. It has been almost five months of back and forth without resolution. The refunded amount is crucial for our school to facilitate mobility opportunities for current students as the original students from [redacted] are no longer enrolled. Your assistance in addressing this matter promptly is greatly appreciated. We are eager to find a resolution to this issue in an amicable manner. Thank you for your attention to this matter. Sincerely, Diana L.

I have a booking with reference number 2AAYAX. I had initially selected and paid for seats 25A and 25C on flight AC9100 from YVR to FRA on May 09, [redacted]. However, I received an email changing my seats to 25D and 25E, which I did not select or pay for. After contacting customer service, the seats were supposedly changed back, but the confirmation email still shows the incorrect seats. I paid CAD $[redacted] for the specific seats I want. I am seeking a resolution or a refund. The customer service experience has been unsatisfactory as I faced long wait times and unresolved issues. My name is Jonathan Levitt, and the companion is Edward Sandberg. For prompt assistance, please reach me at [redacted] or [redacted]. Thank you.

Dear Team, I flew with Lufthansa Airlines last Thursday on Flight LH [redacted] from Zurich to Frankfurt, then on to Cairo. During check-in at Zurich, I received three stickers for my two bags and one for the scooter without any prior notice about potential issues with shipping the scooter. Upon arrival, I found that I only received my two bags and the scooter was in a carton without the scooter itself. It was quite frustrating not to have been informed about the scooter not being shipped during check-in or receiving an email update from Lufthansa about this change. I feel my rights were not considered in this situation. I am eager to know when I can expect the scooter to be delivered as I paid a significant amount to have it with me for my child in Cairo. The reference number for my damage report is CAILH [redacted]. I would greatly appreciate a prompt response. Best regards, Shimaa Salah

Hello, My name is Mohammadali Oloomiyazdi. I experienced over six hours of delay on my flight from Frankfurt to IKA on March 25th, [redacted]. I am requesting 50% of the ticket price as compensation. The flight details are as follows: Booking Code: OENMDL, Flight No: [redacted][redacted]. Thank you for your attention. Please avoid replying to this email as responses cannot be addressed directly. For contacting Lufthansa, please refer to the FAQ section under 'Help & Contact' on www.lufthansa.com. Thank you, Mohammadali Oloomiyazdi

Hello, good morning. On April 14th, I will be traveling to Berlin with you. I have a question about COVID-19. My COVID passport from Spain is up to date. Do I need anything else? Would that be sufficient?

Last night, April 6, [redacted], while transiting through Boston after my flight from Munich, I visited the baggage transfer desk but found no staff available to take my bag for my connecting flight to Dulles (IAD) - Flight UA2136 departing at [redacted]. I was directed to the check-in level and met with a supervisor who indicated the staff member that should have accepted my bag downstairs. I went back downstairs, where she assured me she would handle my bag. Unfortunately, my bag did not make it to IAD, and its current location is unknown. She may have been delayed by other passengers reporting missing bags. I believe this was an honest mistake. I am seeking assistance in contacting her or someone at Boston Airport. Do you have a contact number for Lufthansa at Boston Airport? Thank you, Michelle U.

Subject: Query Regarding Name Discrepancy for Travel with Lufthansa Dear Lufthansa Customer Services, I am writing to seek clarification regarding the Digital Document Check requirement stating that booking data must match the uploaded documents for travel. My wife, who holds a passport under her maiden name since [redacted] (valid until October [redacted]), legally changed her name upon our marriage in [redacted]. Following official guidance provided by Her Majesty’s Passport Office for individuals in similar situations, she updated her name on various documents but retained her maiden name on the passport, carrying her marriage certificate when required. However, due to our Covid-19 vaccinations being administered under her married name at her doctor’s surgery, there is a discrepancy between the name on her passport and vaccination certificates. I respectfully inquire if Lufthansa can accommodate this discrepancy to allow us to travel without issues. Thank you for your attention to this matter. Best regards, B.E., JP

I purchased two premium economy seats for a 10-hour flight to Italy with EF Go Ahead Tours. Recently, I was informed by the tour company that one of my premium economy seats was downgraded to coach due to a flight change. Despite one seat being available, I was asked to pay an extra $88 to retain my original seat. I was advised to contact Lufthansa directly to make the payment. In the end, I had to pay $[redacted] to secure the seat I had already paid for in full. United Airlines, the issuing carrier, mentioned that this situation was a mistake on Lufthansa's part. I have attempted to contact Lufthansa customer service, but the line has been unresponsive, instructing me to call back without providing assistance.

Dear Customer Relations Team, I am disappointed with the lack of response to my emails despite assurances of assistance. I am following up on my previous email regarding the issue with my flight booking UF66FN under the name Joshua Stevens. Customer support explained the mistaken date change to February instead of July and assured me it was not confirmed, but now it shows up as a no-show. I request to be placed back on the original flight date of July 27th with the agreed surcharge of approximately €[redacted]. I await your prompt resolution to rectify this error. Thank you for your attention to this matter. Best regards, Joshua Stevens

Due to Covid-related concerns, my Lufthansa flight was canceled, and the airline issued a new ticket number through my agent, which I was unaware of. When I realized this, my agent mentioned they would hold my funds for a future journey. Consequently, I made a booking with Ethiopian Airlines to Canada. In December, I tried to reschedule the flight, but my agent informed me they could no longer assist with the ticket adjustment. I am seeking a prompt solution to this matter from the airline.

Subject: Concern Regarding Flight Rebooking and Cancellation Dear Concerned Party, I am reaching out to address the inconveniences I faced while rebooking and canceling my flight from Ahmedabad to Toronto with Lufthansa. I have attempted to contact Lufthansa over the past two weeks without success. Failure to respond to this matter promptly and effectively may result in legal action on my part. I originally booked my journey as follows: - Ahmedabad to Delhi: Vistara Flight UK [redacted] - Delhi to Paris: Vistara Flight UK 21 - Paris to Frankfurt: Lufthansa Flight LH [redacted] - Frankfurt to Montreal: Lufthansa Flight LH [redacted] - Montreal to Toronto: Westjet Flight WS [redacted] Upon arriving in Delhi, I discovered the need for a transit visa which was not previously communicated during my booking process. Despite being charged $[redacted].00 to change my route to a direct flight from Paris to Toronto, there were further issues upon my arrival in Paris. An additional fee of $[redacted].00 USD was demanded for a previously unconfirmed flight, despite my ability to book the same ticket through Expedia for $[redacted].00 CAD. Due to these discrepancies and the lack of assistance from Lufthansa, I am now seeking clarity on the refund process for the costs incurred. I have attached all relevant documentation for your review. Thank you for your attention to this matter. Sincerely, Meet Patel

Dear Lufthansa, I sent an email in the beginning of January 14th with the FB ID [redacted]5. Despite no response on the Dutch service phone number, it has been four months without any reply, which is highly disappointing. The only response received was a general acknowledgment. I requested customer relations compensation due to health issues necessitating different seats, which are still unresolved after 4 months. The price has likely increased, and there may be limited availability. Please provide a prompt and adequate response. I initially made this request in January [redacted]. Dear Lufthansa, I have a flight booked and wish to upgrade and make a seat reservation. Typically, I would do this online through the Lufthansa website by logging into my account. However, the website indicates that this request cannot be processed. Please review my booking and enable me to upgrade and reserve seats. It is crucial for my partner’s medical reasons to have additional space and an upgrade. We are willing to pay for these changes. Thank you for your attention to this matter. If further information is required, please let me know. Booking: JVOZJZ Trip to Cancun, Mexico Email: [redacted] Martijn V. +[redacted]5

I am writing to address a concern regarding a flight issue with Lufstanza Airlines that occurred in [redacted] due to Covid-19. Despite my agent informing me of a new ticket number assigned by the airline for rebooking, this information was never relayed to me directly. Subsequently, I proceeded to book a flight with Ethiopian Airlines to return to Canada. After attempting to reschedule the Lufstanza flight in December [redacted], I was informed by the agent that they no longer had control over the ticket. They provided me with the ticket number [redacted][redacted] and advised contacting the airline directly for resolution. Despite numerous unsuccessful attempts to reach Lufstanza's customer service via phone, I am still eager to utilize my flight. It is important to note that the cancellation was initiated by the airline, and failure to address this matter promptly may lead to legal action. I eagerly await your response.