Lufthansa Customer Service Issues

I have not yet received my bags since December 19th. The incident happened when I was bumped off AC57 DXBYYZ flight and finally flew on Emirates [redacted] to DXBMUC connecting on LH412 MUCDXB on the same day. I filed a delayed bag claim online with reference EWRLH77943 as there was no one at the service counter upon arrival to assist me. I have spent more than 20 hours over the past four days trying to reach out to different airlines, airports, and multiple departments. Despite receiving one update regarding one of my bags scheduled to arrive last night, I am still at a loss as no one seems to be able to trace my bags. I am seeking assistance in resolving this matter promptly. Antonio Q. [redacted]

Hello, I'm Mrs. K, a concerned mother. My son visited me in Germany for Christmas, flying from the UK with Lufthansa. Unfortunately, his luggage did not arrive with him at Munich Airport on 20.12.[redacted]. We have been waiting for four days now without any updates from Lufthansa. Today, on 23.12.[redacted], we are headed back to the airport as my son has been wearing the same clothes for four days. This situation is truly disappointing. Despite always praising Lufthansa's good service, I am now deeply disappointed by their lack of communication and support in this matter. We have tried contacting them multiple times with no success. It is frustrating to see such a big airline not having proper contingency plans in place for such situations. We need help with this issue. Thank you.

I flew from Birmingham to Dubai on the 10th of December [redacted], and unfortunately had to cancel my return flight. I was informed I would receive a refund, but I have not received any updates yet. Additionally, I was not aware that I needed a visa to check in for my flight scheduled in April [redacted]. This information was not communicated to me during the booking process, and I find it concerning that this issue only affected me. I will be taking further action if this is not resolved promptly. I am eagerly awaiting the refund that I am owed; however, it has been two weeks without any communication. Due to financial constraints, I am unable to make phone calls, so I am reaching out via email for assistance.

I flew from Birmingham to Dubai on December 10, [redacted]. I had to cancel my return flight to check in for my flight. I was informed that I'd receive a refund, but I haven't received any updates yet. I wasn't informed that I needed a visa to check in for my return flight booked for April [redacted]. This issue wasn't brought to my attention in the months leading up to my departure. No one else I've spoken to encountered this problem with your airline. I am considering taking further action against your company for not providing adequate information about visa requirements. I am also still waiting for the refund I am owed. It has been two weeks with no communication. Due to lack of funds, I cannot make phone calls, so I'm reaching out via email.

Hello, I am a Tunisian citizen. My wife and I traveled to Jordan for tourism with Qatar Airways, and during the journey, we had a seven-hour layover in Qatar before continuing to Jordan. Now, we are looking to return to Tunisia via Lufthansa Airlines. We found a flight with a layover at Frankfurt Airport of less than seven hours. Is it possible to book this flight considering our Tunisian passports?

Hello, I am a Tunisian citizen. My wife and I traveled with Qatar Airways for tourism to Jordan. Our flight had a seven-hour layover in Qatar before we flew to Jordan. Now, we want to return to Tunisia using Lufthansa Airlines. We found a flight with a layover at Frankfurt Airport for less than seven hours. Can we book it, considering our passports are Tunisian?

Our flight from San Francisco International Airport to Munich on LH0459 on December 13, [redacted], was delayed due to weather conditions. Consequently, we missed our connecting flight from Munich to Cape Town on LH0574 on December 14, and the airport luggage services were closed, so we were unable to retrieve our luggage. We reported the missing luggage with Reference number: MUCLH47055 under the family name Levi, and we also submitted a claim on December 22. As of today, the luggage is still missing. According to my Apple AirTag, it is still located in Terminal 2 at [redacted] Oberding, Germany. I am eager to know when I can expect the return of my luggage or receive compensation for the inconvenience. Thank you.

Hello, I departed from San Francisco on December 13th. My flight details are as follows: San Francisco to Rome on UA194, and Rome to Munich on LH1866. Upon landing in Rome on the 14th, my suitcases were only delivered today. I paid United Airlines $1,[redacted] in San Francisco for 5 suitcases, but I believe I was overcharged. I am missing personal items and belongings from my suitcases. It appears that my suitcases were opened, with several items like perfumes, a Jordan sweater and pants, and other belongings missing. My clothes are wet, as if they were exposed to rain, which is completely unacceptable. I am requesting a refund for the missing items and compensation for the inconvenience caused by the mishandling of my luggage. This situation is particularly distressing for me, especially considering the sentimental value of some of the items. I appreciate any assistance in resolving this matter.

Subject: Refund Request for Lufthansa Booking I am reaching out regarding a refund request for my recent booking through Lufthansa. My name is Wajih AlSaleh, and the booking reference is JYEN32. Unfortunately, I am unable to travel from Riyadh, Saudi Arabia to Cancun, Mexico, with a transit in Germany, due to visa complications as a Syrian national. I want to express my disappointment and frustration about this unforeseen circumstance that is out of my control. Despite understanding that Lufthansa is not responsible for this situation, I kindly ask for your consideration in granting me a full refund. As a long-standing customer of Lufthansa, I have always valued the service provided and hope that my loyalty can be taken into account. This turn of events has left me saddened as I was looking forward to my journey to Cancun. I humbly request your understanding and empathy in processing a refund under these challenging circumstances. Your understanding and assistance in this matter would be greatly appreciated.

My friend recently traveled from India to Canada with a layover in Frankfurt. Unfortunately, she lost one of her bags during the journey. Unsure of how to report a lost item online, I attempted to contact the call center with no success. There was no indication of the wait time, just continuous music playing. I also tried reporting the lost baggage online, only to discover it must be done within 5 days of the flight. I am seeking the most efficient number or email to contact in order to resolve this matter promptly. Thank you.

Regarding ID [redacted]8, I filed for reimbursement online for hotel expenses, airport transportation, and a damaged bag due to Lufthansa's mishandling of my confirmed and paid reservation under itinerary JMJR89. Despite United seeking a refund for a flight I couldn't take, I was informed that because the new itinerary utilized that leg, a refund might not be possible. The most challenging aspect was not recognizing our tickets in the middle of the night, resulting in two additional nights in Morocco before returning home. I wrote a detailed email about our ordeal, submitted to United, to ensure Lufthansa understands our situation and doesn't solely cite the "no refund" policy. Thank you, Phyllis Gardner.

I am Olga Kolosova and I traveled with my husband and son from Frankfurt, Germany to Vancouver, Canada on Dec 7, [redacted]. Our booking code is KRQS73. We had pre-booked and pre-paid for seats 14G, 14K, and 14H, with extra legroom for two seats, paying $[redacted] x 2 = $[redacted] for my husband and son, and $52 for me for pre-booking the seat. Unfortunately, when we checked in on Dec 7, we were informed that the aircraft had changed, and we were given different seats without the extra legroom. After contacting Lufthansa on Dec 9, we were told that our refund was being processed automatically due to the aircraft change, and it would take 7-10 business days to reflect on our credit card. It is now Jan 2, [redacted], and we have not received the refund. When I called Lufthansa, the agent mentioned that she couldn't locate our booking with the booking code and advised me to e-mail. Could you please confirm the refund of $[redacted] to us? Kindly let me know if any additional documents are required. Thank you.

Regarding FB#[redacted]8 and LH Reservation number 2U304I for Phyllis G. & Gioacchino C. Unfortunately, our experience with the flight LH [redacted] on Oct. 6 was quite distressing. Despite arriving at the check-in desk 2 1/2 hours early and the flight not having left yet, we were denied boarding due to a lost confirmation number and ticket. After 3 hours at 2:15 AM, a new routing was finally arranged to SF under the same confirmation number. This entailed special permissions to avoid a 3-night stay, causing us to incur additional hotel, taxi, and meal expenses. To add to the ordeal, one of our bags was damaged upon arrival, which only added to the frustration. Despite reaching out to United initially, they redirected the claim to LH. Contacting LH's Customer Service has proven to be an impossible task, leaving us feeling exhausted and disappointed. The lack of a resolution compounded by the ineffectiveness of the local agent has left us dissatisfied. As a frequent flyer with LH and a loyal 2M+ miler with United, this experience was unacceptable.

Hello, On December 24, [redacted], I purchased a flight ticket from Dresden to Frankfurt with the following specifications: LH215 Booking Reference U3ZHEV, Customer Reference 40-[redacted]96. This flight was canceled, so to keep my travel plans intact, I swiftly bought another ticket for the same day with the following details: LH211 Booking Reference KQPTG, Customer Reference 40-[redacted]19. The issue arose when Lufthansa automatically changed the first ticket to -Flight LH211, resulting in me having two tickets for the same flight. I attempted to cancel on the booking page, but the ticket money was not refunded. Please guide me on what steps to take to receive a refund for my ticket. I took the flight. Best regards, Omid D. [redacted]

Subject: Seeking Refund for Replacement Purchases I have been attempting to obtain a refund for replacement items due to mishandled flight luggage, as outlined by the IATA Montreal Convention of [redacted], for over six months now. Despite sending numerous emails to <[redacted]>, I have not received any response from Lufthansa. This lack of communication is not only disappointing but also reflects poorly on the reputation of the fourth-largest airline in the world. Regards, Rüdiger L.

On December 28, I checked in 3 bags at LAX for my flight to LIS via FRA. Unfortunately, on December 29, I received a message from Lufthansa that one of my bags was sent on a different flight. When I arrived at LIS, only one bag appeared at the carousel, and after waiting, it was clear that no more bags from my flight were coming. The baggage staff advised me to file a report online promptly. However, when I tried to do so for the missing bag acknowledged by Lufthansa, I couldn't proceed because they didn't mention my other bag. As instructed on the website, I have the screenshots showing my attempt to report it online. Eventually, on December 31, Lufthansa delivered the second bag to my hotel before my departure to MAD on January 1. When I was at MAD airport on January 4, trying to speak to Lufthansa representatives, I couldn't find anyone at the counters. I also tried contacting Lufthansa numerous times and was directed to the lost baggage claim, but they could only help if there were online records of my issue, which was never acknowledged for my third missing bag. The claim stub number for this is LH [redacted]. My flight references are LAX to FRA H [redacted] on December 28, and FRA to LIS LH1168 on December 29. The name associated with the baggage is Bernard Velasquez Kasilag. I've also provided my email for contact purposes. The lost bag has identification tags on the handles, and this experience has been a nightmare, particularly for my daughter who lost her favorite clothes on our supposed Christmas vacation.

Good evening, I am Didier DORDET and my wife Valérie COSSON DORDET with booking code SSEYGG. I have just found out that for my Nice-Orlando flight on Tuesday, January 10, [redacted], the Nice to Frankfurt flight (LH [redacted] at 10:35) has been canceled and replaced with LH [redacted] at 6:45. I was not informed via email (I was told by your team that it was because I have an orange.fr email address and that I am not the only one in this situation). I find this unacceptable for a company like Lufthansa. The new schedule requires me to be at the airport at 4:45 am, meaning I have to get up at least by 3:00 am (I have a disability). Additionally, I have to wait nearly 5 hours in Frankfurt to catch my flight to Orlando. I believe a significant gesture of goodwill from your side could help compensate for all these inconveniences (such as an upgrade to business class on the Frankfurt/Orlando flight). I await a prompt response from you. Didier DORDET, my mobile number: +[redacted]6.

Hello, I submitted a refund claim three weeks ago and have not received any further information despite multiple follow-up emails regarding providing my bank details. Yesterday, I filled out another form and received a response stating that my flight was canceled due to weather and cannot be assisted, which is inaccurate as Lufthansa had already confirmed the refund for the same issue. My feedback IDs are [redacted]3 and [redacted]7. I kindly request assistance in resolving this matter promptly as it has been quite frustrating. Due to a Lufthansa flight delay, I missed my connecting flight and was stranded at the airport for over 8 hours. Although Lufthansa arranged an alternate flight to a different destination, I had to personally cover the costs for a flight to my original destination. While the staff in Frankfurt was helpful, it appears that my case is being mishandled by someone who may be inexperienced. It is frustrating to receive responses claiming a refund is not possible and to have my emails unanswered for three weeks. Thank you, S.K.

I require urgent assistance to modify my flight. The flight details are as follows: Flight L28SE4 departing from London on January 17th at 12:55pm to Singapore (SQ317), then to Brisbane (SQ245). I have contacted Lufthansa customer service multiple times but have been disappointed by the inconsistent information and lack of support. A career opportunity has arisen, altering my need to fly back to Brisbane. I initially inquired about changing my destination to Toronto on a later date than January 17th. Despite being assured previously of only needing to pay the fare difference and taxes for the change, I was provided with conflicting quotes ranging from $[redacted] to $[redacted]. I am puzzled about why some of the $[redacted] ticket cost cannot be applied to the new flight. On the sixth call, after a 40-minute wait, I was informed the change was impossible, contrary to what I was initially told. I also noticed an unauthorized flight added to Toronto in my Lufthansa account, which I need removed promptly. I am reaching out for help either to defer my London to Brisbane flight to [redacted] or to make changes to my itinerary. The inconsistency and lack of resolution after multiple calls have been frustrating, and I urgently seek guidance before January 15th.

On January 3, [redacted], my wife and daughter boarded a flight from Tel Aviv to Frankfurt, where they were meant to catch a connecting flight to Houston, TX, Flight number [redacted]. Due to the lengthy security lines, they missed this connection. Lufthansa then rebooked them on a United flight the following day. However, upon trying to board, my family was denied entry and instructed to return to the Lufthansa counter. Eventually, they were scheduled to fly on Lufthansa on January 5, at 10 o'clock. The ordeal left my 15-year-old daughter exhausted and emotional. Despite the lack of compassion from the airport staff, they were told to wait at a transit hotel with the assurance of reimbursement from Lufthansa. I am in possession of all the necessary documentation, including the confirmation from Lufthansa regarding the United booking. I am now seeking clarity on the next steps to rectify this situation.