Lufthansa Customer Service Issues

Since March 22, my suitcase has been lost on the flight from Banjul, Gambia to Leipzig, Germany. Despite informing Lufthansa and providing them with my suitcase packing list, they have only offered reassurances. One of their responses was: Dear Passenger, Thank you for your email. You have reached the Lufthansa Central Baggage Tracing department. We are searching for delayed baggage that has been missing for more than 5 days. We are available Monday to Friday; our office is closed on holidays and weekends. Dear Mr. Lehel, I urge you to promptly address my case concerning the still missing suitcase. I was promised compensation for the inconvenience. I did not accept your initial assistance offer as I was too tired after the flight and filling out the Baggage Report. Here are my details once again, which I have already provided multiple times. I trust they are all in your system. Please confirm the receipt of my letter. File number (Feedback ID [redacted]0): Christine Palsa, Arndtstr. 9c, [redacted] Leipzig Flight number: TP [redacted] (LEJLH56674 as noted in your Baggage Report in Leipzig) Flight date: March 20th Departure: 2:20, 8:20, 13:25 Arrival: 06:00, 12:30, 14:25 Ticket number: [redacted][redacted] Booking reference: DCHVXQ/VOTBK5 (TP) I am eager to receive my compensation promptly. Please address this matter. Christine Palsa

My return flights from Italy were canceled by Lufthansa on July 27, [redacted], due to a ground crew strike in Munich, Germany. I am trying to use my travel insurance to claim the additional costs for the return flights. The insurance company is requesting documentation from the airline explaining the reason for the cancellation. I would appreciate it if you could provide me with a document confirming that the flights were canceled due to the strike. Details: Passenger: M. Conner Booking Code: 3XZYDQ Ticket #[redacted][redacted] Passenger: J. Conner Booking Code: 3XZYDQ Ticket #[redacted][redacted] Flight Details: - Florence to Munich: EN8195 - Munich to San Francisco: LH458 I would need a letter stating that Mitchell and Joan Conner were booked on the mentioned flights on July 27, [redacted], which were canceled due to a Lufthansa ground crew strike in Munich, and no alternative flights were available. Signed and dated by a representative.

During my flight, I was unable to eat the white cream pasta provided due to my dietary restrictions. I politely asked the flight crew for an alternative. The lady mentioned she would check and disappeared for 20 minutes without updating me. When I used the assistance light, she abruptly told me to wait until my meal was ready, even though they had already cleared other passengers' trays. Sadly, I went hungry throughout the entire 7-hour flight as they ignored my requests. The level of service was unacceptable. I am requesting compensation in the form of a partial refund or a seat upgrade for my next trip to make up for this experience.

Hello, I'm feeling very confused. I submitted two forms on your website. One was to inquire about my delayed flight. The second was for compensation due to my canceled holiday. I filled out all the sections on the online forms. I am unsure which request your response pertains to. Also, I am unfamiliar with the "contract of carriage" requirement since I was not prompted to provide this information. I am considering leaving a public review due to the poor service experience. Thank you, Isran

Hello, I made a reservation for October 28th to Mumbai with only a carry-on, but now I would like to add a 85x52x23 suitcase to check in. I am aware there will be an additional fee, can this be done online? Can I receive a new ticket with this modification and cost? The weight does not exceed 15 kg. Can all of this be done online? Here is my reservation number and email: Lufthansa LH2227, Airline Reference Number OA9QX, email: [redacted] Looking forward to your response. Sincerely, Ms. Spedicato Angela.

I have been reaching out to Lufthansa via email consistently for almost three weeks but have not received a response. Dear Lufthansa, We had booked a round trip flight from Auckland to Vienna, LH779 departing on 15/09/22, with reference U6Y59P. On 04/09/22, we paid an additional NZ$[redacted].40 to upgrade our seats on the Singapore to Frankfurt flight for extra legroom. The document number is [redacted] [redacted]. Upon boarding, we discovered that despite having seats 30E and 30F as allocated, these were standard seats without the extra legroom due to a plane change. The flight attendant explained that the seating configuration was altered, and as a result, we did not receive the upgraded seats we paid for. The purser mentioned that the flight was full and no changes could be made. This situation was very stressful as we had already been flying for many hours from Auckland and were exhausted. Being seated in the middle with strangers made the 14-hour flight more challenging for us to move around. We would appreciate a resolution to this issue promptly. We would prefer an upgraded option on our LH715 flight from Vancouver to Auckland on 26/10/22 instead of a refund to compensate for the stress and inconvenience we experienced. Thank you and best regards, Jane and Nick A. +64 27 [redacted] (or contact me via WhatsApp on the original booking number +64 22[redacted], as my phone and passport were stolen in Athens)

My mother had a Lufthansa Airlines ticket from Chennai, India, to Edinburgh, UK, with a transit in Frankfurt. Lufthansa sent an email the day before departure mentioning a possible need for a transit visa. At the airport, despite having a valid passport, UK Visa, and return ticket, she was denied boarding. My father could board with a valid US visa. Lufthansa didn't provide rebooking, rerouting, or refund, referring us to Gotogate. Gotogate, in turn, directed us back to the airline. To reach Edinburgh in time for my daughter's birthday, my mother had to purchase an Emirates ticket for about £[redacted] the next day. We are seeking fair compensation for this boarding denial incident. How do we proceed with addressing this issue? Gotogate Order No: LQZS8B Booking Number: QVWUTG, E-ticket: [redacted][redacted] Airline: Lufthansa Departure Date: 19 September [redacted], 01:50 AM (Chennai, India, to Edinburgh, UK) Return Date: 7 October [redacted], 14:45

Dear Sir or Madam, On Monday, August 29th, I traveled from Linz to Frankfurt to Barcelona. My suitcase was forgotten in Frankfurt and was later delivered to the hotel. However, it took so long that the suitcase only arrived at the hotel on the morning of September 2nd, by which time we had already left for the airport since we departed the hotel at 5 AM. The hotel correctly refused to accept the suitcase, and it was returned to Barcelona Airport, where it is supposedly still located. However, the suitcase was supposed to be delivered to my home address in Austria (Address: Liebenstein 30, [redacted] Arnreit). Up to now, the suitcase has not arrived. I have spent hours trying to contact Lufthansa customer service, but no one is reachable, and no one seems to take responsibility. I kindly request that you send my suitcase to my home address and provide compensation for this significant inconvenience. Additionally, I was informed by the baggage delivery service to contact this email address to claim compensation. I also request compensation of [redacted] euros. The suitcase contains clothing, shoes, a razor, contact lenses, charger, measuring devices, and much more. PS: My return flight from Barcelona on September 2nd with Lufthansa was also canceled. Details: - Name of the passenger: Mr. Jonas Koblmuller - Address: Liebenstein 30, [redacted] Arnreit, Austria - Miles & More customer number: N/A - Flight number and date: LH6935 on 08/29/22, connecting flight LH1126 Frankfurt - Barcelona - Ticket number: (see attachment - ETKT [redacted][redacted]) - Incident report number: (BCNLH36820/29AUG22/1110GMT - see attachment) I request a response and the delivery of my suitcase along with compensation of [redacted] euros. The suitcase has been missing for two months. I am deeply disappointed by the unhelpful, ignorant, and unfriendly behavior of Lufthansa. If there is no progress soon, I will have to take legal action. I cannot put into words how incredibly angry I am with Lufthansa. The compensation should be transferred to the account with the following IBAN: AT18 3[redacted] 0[redacted]. Thank you in advance! Sincerely, Jonas Koblmuller

I am experiencing an issue with Lufthansa Airlines where they rescheduled my parents' flight from Seattle to Mumbai through Frankfurt, resulting in extra luggage fees of approximately $[redacted]. Lufthansa support has been unresponsive for months now. Initially, the flight was pre-poned from Seattle to Frankfurt to the same day as the Frankfurt to Mumbai leg, creating a day-long layover. This forced us to find accommodation at the Frankfurt airport. Despite Lufthansa's reassurance that our baggage would be included up to Mumbai, Air India charged us Rs 37,[redacted] for the luggage in Delhi. We have reached out to Lufthansa for a refund, but their support team's responses have been unhelpful and lacking explanation. This situation has caused significant stress, especially considering my elderly parents' health conditions. I feel let down by both Lufthansa and Air India for this breach of trust.

Regarding booking V3FPK6: I have reserved a BUSINESS CLASS seat on Austrian Airlines' flight OS7320 departing from LAX to FRA, connecting to flight OS130 to Vienna on December 10, [redacted]. Recently, I discovered this involves a Lufthansa flight, which has received poor reviews for its service, seats, and food quality. As a German, I am disheartened by these consistent reports. Being an 86-year-old handicapped former journalist, I am concerned about having a challenging journey with the national airline to a Christmas gathering with my family in Pécs, Hungary. I kindly ask for a response in German or English. The name on the ticket is Dr. Uwe Siemon-Netto.

Regarding Booking Reference V3FPK6: I have a BUSINESS CLASS reservation on Austrian Airlines flight OS7320 on December 10, [redacted], from LAX to FRA connecting to OS130 to Vienna. Today, I discovered this is operated by Lufthansa. I am disappointed as I've heard from friends, YouTube, and online reviews about the decline in LH's service quality, seats, and food. Being German, these consistent reports are embarrassing. At 86 and a handicapped former journalist, I'm anxious about potential mistreatment by the national airline during my challenging trip to a Christmas gathering with my family in Pécs, Hungary. I kindly request your assistance, in either German or English. Dr. Uwe Siemon-Netto [redacted]-C Via Mendoza Laguna Woods, CA [redacted] Home: [redacted] Cell: [redacted]

I am a government traveler who was overseas and had a reservation and ticket issued from OAJ to RIX and return. My locator to the States on September 14th is 29XF64 with ticket number [redacted][redacted]. While overseas, I had a change in plans and a new ticket was issued on September 16th with ticket number [redacted][redacted]. I used the outbound portion PLQ-CPH-YYZ on this new ticket, but when I checked in for my AA flight from YYZ-CLT-OAJ, coupons were pulled from the original ticket ending in [redacted]. Due to the through fare, I am uncertain how to process a refund on the ticket ending in [redacted]. It seems that I may have received a partial refund for the ticket ending in [redacted]. I have attempted to contact the chat online on October 4th but have not received any response. I am represented by travel agent [Initials] at CWTOSATO, MCAS Cherry Point, NC, who is authorized to request a refund on my behalf.

I have a flight booking for 2 passengers, reference P8Z9JK, from Heathrow to Windhoek. We need to bring a pram and car seat for our baby in Namibia. The pram is an iCandy set in a bag, measuring 87 x 45 x 30cm and weighing 24 kg. I've contacted Lufthansa Customer Service multiple times to check if we can bring these items with us instead of extra luggage. I'm hoping Lufthansa can consider the pram bag as sports equipment due to the free sports equipment allowance to avoid additional fees. Any advice on the best approach would be helpful as we haven't found a solution through phone support. Your assistance is much appreciated. Thank you. - A.W. Email: [redacted] Phone: +44 [redacted]

I'm reaching out because I'm unable to contact anyone in Lufthansa for assistance with my refund request. I emailed [redacted] on Tuesday, and on Wednesday, I was informed that the email address is being discontinued. I also submitted refund requests through the Lufthansa website but never received confirmation or any response. The customer service representative I spoke to on the phone was unhelpful. In September, I purchased 4 tickets for my family (2 adults and 2 children) to travel from SFO to BIO via Germany. Our outbound flight was on Wednesday, the 9th, and the return flight was on Sunday, the 13th. On the day of our trip, I tried to purchase a ticket for my 21-month-old baby, but was told it was not feasible due to the short notice. At the airport, we ended up buying a ticket for our baby for $[redacted].88, which was not confirmed via email. However, upon arrival in Bilbao, we encountered issues with the ticket and had to purchase another one for $[redacted].60. We are seeking a refund of $[redacted].60 for the additional ticket we had to buy for our baby. Thank you. - S. Bourg

Dear Sir/Madam, I recently encountered an issue on a Lufthansa flight. The details are as follows: - Flight: LH0648 - Route: Frankfurt to Almaty - Date: November 13, [redacted] - Seat: 18A (Premium Economy) Issues faced: 1. The passenger in seat 19A showed aggression when I reclined my seat. 2. This passenger was visibly intoxicated upon boarding. 3. Despite having an empty seat beside him, he did not move. 4. I decided to keep my seat upright to avoid conflict. 5. The passenger proceeded to bang his head on my seat. 6. A flight supervisor intervened but did not effectively address the situation. 7. The passenger requested an alcoholic beverage to calm down. 8. Despite being given a drink, he continued to disturb me. 9. The disruptive behavior persisted throughout the flight, making it uncomfortable. 10. I believe the crew should have handled this passenger better. I am disappointed with the experience as it did not meet the usual standards of Lufthansa. Regards, Norman Storm Senator No: [redacted] Email: [redacted]

Booking Reference # 2SWD7L. On 11/11/[redacted], my daughter made our flight reservation. On 11/14/[redacted], I contacted Lufthansa to select seats from LAX to Munich and then to Budapest. The agent mentioned a $40 fee per seat, to which I agreed. Seat assignments were made: seat 23G for my daughter Casey Nowtash and 23E for me, Linda Wynhamer, on the LAX to Munich leg, and seats 8C for my daughter and 8B for me on the Munich to Budapest segment. I provided my credit card details, received a confirmation, and printed the assignments. I checked the Lufthansa website later, and our seat assignments were gone. After contacting customer service, I was informed that the card was not charged in time. Despite confirming on the website, I now have no seats. Customer service says it's too late to reassign seats. This is concerning as I don't want to be separated from my daughter for a 12-hour flight. I was advised to sort this at the airport. Can anyone assist me?

I recently switched from the app to Lufthansa ID and am facing two urgent issues that need to be resolved promptly. Firstly, I have 10 people booked across 2 separate references from Expedia: PNVLXM for 6 passengers and PN5ZED for 4 passengers. Although I can see the details on the app, only one booking appears on Lufthansa ID. These bookings involve a trip to Rome from Manchester with return flights via Frankfurt; the flight numbers are LH2507, LH1866, LH239, and LH948. Secondly, the online view of one of the bookings indicates a cancelled flight without specifying which one. This lack of detail is concerning. Kindly reach out to me at [redacted]8 to address and resolve these issues promptly. The flight dates are scheduled for the 10th and 13th of March. Regards, DM Williams.

I am writing to address my recent travel experience from London, UK to Guayaquil, Ecuador. Here are the travel details: I booked my trip on April 6, [redacted], with flights from London Heathrow to Frankfurt, then on to Bogota, Colombia, with the final destination being Guayaquil, Ecuador on November 4, [redacted]. The return trip was from Guayaquil to Panama City, Panama, then to Frankfurt and back to Heathrow on November 24, [redacted], with the ultimate destination being Galapagos Island, Ecuador, booked through LATAM Airlines. Despite booking my flights over 6 months in advance, Lufthansa changed my flight details 6 times, causing confusion. On November 23, [redacted], before my return from Baltra Island, Galapagos to Guayaquil, I found the connecting flight from Panama City to Frankfurt missing on my ticket. This led to unexpected challenges and the need to book a new flight from Panama City to London through Kiwi.com for £[redacted].85. Kiwi.com later informed me that the flight was sold out and proposed an alternative route via Panama-Cancun-Madrid-London, which I reluctantly accepted. This resulted in additional expenses for hotel accommodations (£97.00) and inconvenience during the journey. I expect Lufthansa to cover my extra costs due to their errors. I trust that this incident does not reflect how Lufthansa typically treats its customers and look forward to a prompt resolution to this matter.

Hello, on July 28th, I had to leave for Australia and took one of your flights to Munich then on to Singapore, but departing from Rome late because of your airline, I missed the flight to Singapore. After 25 hours of travel to get to Australia, it took me 51 hours. I filed a claim through a lawyer for compensation for the expenses incurred, but I have not received a response. You claim to be a civil and correct people and speak badly of us ITALIANS, but I have a doubt that you are worse than us.

I was informed that my baggage would arrive at my destination yesterday afternoon or this morning. It is now late afternoon, and I have not received any updates from you. According to your website, my baggage is at Dublin Airport, but I haven't received any information about it being delivered. I am concerned about the mistake and lack of communication. This is the second day of my vacation, and I am currently without a change of clothes. Can you please provide an update on the status of my baggage and when I can expect to receive it?