Lufthansa Customer Service Issues

Archive 36

The following are issues that customers reported to GetHuman about Lufthansa customer service, archive #36. It includes a selection of 20 issue(s) reported September 21, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I had issues changing my Lufthansa flight due to a delayed PCR test. The customer service agents at Istanbul airport were not available, and the wait was longer than expected, causing me to miss my flight. I had to purchase another ticket, pay for an extra hotel stay, an additional PCR test, and multiple taxi rides to and from the airport. Trying to resolve it online was also challenging, as the chat ended abruptly, and I couldn't call the [redacted] number provided as I was in Turkey. Overall, it was a frustrating and disappointing experience.
Reported by GetHuman6625988 on martedì 21 settembre 2021 19:46
Dear Sir or Madam, I am reaching out to request the receipts for the flight of Marko Milanovic and Simona Milanovic, travelling with infant Vita Milanovic on 01.08.[redacted] from Pula to Munich at 10:05. Marko Milanovic held a round-trip ticket with a return journey to Croatia on 04.08.[redacted] departing from Munich to Frankfurt at 14:00 and then from Frankfurt to Zagreb. The fare for Simona and Vita amounted to [redacted],00 HRK, approximately [redacted],22 EUR, whereas Marko's ticket cost 2.[redacted],00 HRK, approximately [redacted],17 EUR. I am unable to access these receipts online due to purchasing the tickets at Pula airport using a debit card from a charity fund, preventing direct online transactions. Kindly provide the receipts promptly as I need to submit a report to the Ministry of Family and Social Policy of Croatia regarding the charity fund for Vita Milanovic, as the Milanovic family's purpose for traveling was to visit the Schon Klinik in Vogtareuth. Thank you, Nina Jovanovic
Reported by GetHuman-ninajo on venerdì 24 settembre 2021 07:25
I bought 2 tickets from Atlanta to Tel Aviv on Monday, September 20, [redacted]. The agent made errors with our names when issuing the tickets. I've been trying to correct this for the past 4 days with supervisors. On Wednesday, September 22, [redacted], I was promised a supervisor would contact me to confirm the corrections, but no one did. I have been on hold with customer service at 1-[redacted] for two days without any answer. I have been unable to request the e-tickets via email. When checking my bookings online, I can only access it by switching my first and last names. Please reply promptly regarding my booking code WPM8QW. I am disappointed by the lack of assistance provided by Lufthansa. -NB
Reported by GetHuman-nbinenfe on venerdì 24 settembre 2021 13:11
Complaint: I am disappointed with the service I received from Lufthansa on my recent flight LH2559 from Tbilisi to Munich on [redacted].09.23. I purchased 2 business class tickets assuming I could access the airport business lounge for some rest before my early morning flight. To my dismay, upon arriving at the airport around 3:00 a.m., my spouse and I were denied entry to the lounge. We were informed that Lufthansa had terminated its contract with the airport, causing us inconvenience after a sleepless night of travel. I am requesting financial compensation for the unavailability of the lounge. I hope Lufthansa, a reputable company, addresses this issue and does not let its passengers suffer due to its disagreements with airports. - Iouri Minkovski
Reported by GetHuman-yminkovs on sabato 25 settembre 2021 20:53
Dear Customer Service, I am writing this post as I have been waiting for a response on lufthansa.com for the past 4 days. My wife and I have a flight booked from Düsseldorf to Marseille on October 1st (via Frankfurt) and returning on October 21st via Munich. Our booking code is UCCNI2. I recently added a 23kg baggage for both the outbound and inbound flights for €50 since our tour operator forgot to include it for my wife. I noticed a discrepancy regarding the baggage situation as my luggage is missing for the return flight from Marseille to Düsseldorf after changing the return date from October 10th to October 21st. Additionally, we were unable to view our seat assignments online as we could previously for the outbound flight. The website now states that seats can only be selected 24 hours before departure, which is inconvenient for us. As our departure is approaching soon, I kindly request urgent assistance since the hotline and feedback form on lufthansa.com have been unresponsive. Best regards, Bernd K.
Reported by GetHuman-kuschman on domenica 26 settembre 2021 11:31
Dear Customer Service, I am writing to report a lost baggage incident that occurred during my recent trip from Bombay to Dublin on 05/08/[redacted] with my family. We successfully received 4 out of our 5 baggages, but unfortunately, one bag is missing. The luggage in question is identified as LH [redacted], an American Tourist green-colored bag. I am reaching out to seek assistance in locating the missing baggage, as it contains important belongings for my family, including my child's clothes. Despite contacting the provided numbers, I have yet to receive a helpful response, with the situation being dismissed as a common issue. Attached to this email are images and further details of the missing bag for your reference. I kindly request prompt attention to this matter to alleviate the distress caused by this situation. Thank you for your attention to this matter. Sincerely, Ambily Joseph
Reported by GetHuman-ambilyjo on lunedì 27 settembre 2021 10:30
My name is Alan M. Minear. My booking code is K3Z4X3 for a round trip from Dulles to Kiev departing on 30 October and returning on 7 November. I need to cancel this booking now and will reschedule at a later date. My ticket number is: [redacted][redacted]. Please cancel it and credit my Visa card ending in [redacted] with $[redacted].45. If there are any fees, please deduct them. I recently found out about the Covid situation in Kiev, which has led to my decision to postpone the trip as it has been declared a "Red Zone" and is on lockdown. Lufthansa is my preferred international airline, having flown with you approximately 24 times over the years, always satisfied with your service. I plan to rebook after the new year once the Covid situation in Kiev improves. Thank you for your assistance. Best regards, Alan.
Reported by GetHuman-alan_m on lunedì 27 settembre 2021 18:33
I made a booking for my parents, Gurdev K. and Gurdarshan S., for a flight from New Delhi to Winnipeg on September 28, [redacted], with confirmation number JL5ZJY via the Lufthansa website. Before booking, I confirmed with customer service at [redacted] regarding transit visas and was informed they were not required. However, at the airport, my parents were denied boarding due to not having a German visa. After contacting customer service again, I was provided conflicting information and eventually told to cancel the tickets with a $[redacted] fee per person. Despite feeling misled and receiving multiple emails with no mention of the visa requirement, I was left with no choice but to cancel. This experience has been distressing for my parents and myself.
Reported by GetHuman-goldymeh on martedì 28 settembre 2021 01:37
Hello, My name is Aaron Dulfer. I have been trying to reach the Lufthansa hotline for over a week now. No matter what time of day I call or how many times I try, I always hear a message telling me to try again later. I booked a round-trip flight from Frankfurt to Manchester on September 14, around 11:40 am through the Lufthansa website. The outbound flight is a direct flight on October 23, [redacted], at 9:45 am from FFM to Manchester. The return flight is on October 24, [redacted], at 3:05 pm. I paid for the flights via Paypal. I received a confirmation email from Paypal, and the money was debited from my account. However, I haven't received a confirmation email from Lufthansa, so I don't have a booking code or flight tickets. I kindly request you to send me the booking code and any other information I need for the trip as soon as possible! Thank you, Aaron Dulfer.
Reported by GetHuman6653898 on mercoledì 29 settembre 2021 15:12
I need assistance with my flight because Lufthansa changed the departure time, leaving me with a very short layover at Frankfurt airport. Despite attempting to contact them multiple times, the line keeps disconnecting while speaking to an agent. During my last call, the agent abruptly ended the call when I referred to her as "Lady" while trying to discuss the situation. I hope Lufthansa can contact me promptly to help me change my connecting flight.
Reported by GetHuman6656591 on giovedì 30 settembre 2021 07:29
Subject: Assistance Needed with Retrieving Lost Scarf at Frankfurt Airport Dear Customer Service, I would like to share the unfortunate experience I had at Frankfurt Airport on 21/09/21. As I was in transit from Cape Town, my silk scarf got caught in the security machine at Terminal A while preparing to board my Lufthansa flight to Toulouse. Despite alerting the staff immediately, they were unable to free my scarf. I reported the incident to Lost & Found on 25/09/21 and received reference number V [redacted]/21. I was informed that my scarf was found and could be retrieved in person or through a courier service. However, I expressed my concern about being charged for the service due to the circumstances beyond my control. I have made several unsuccessful attempts to contact Lost & Found and have not received a satisfactory response regarding my scarf's condition. I seek your assistance in resolving this matter promptly. Thank you, C. Berlein
Reported by GetHuman-cbberlei on giovedì 30 settembre 2021 10:29
Booking Reference: 3Q61GO, Document Number: [redacted][redacted] I am sharing my experience traveling from Vancouver to Portugal and back, where I encountered an issue with my ticket from Lisbon to Munich and Munich to Vancouver. During my trip, I decided to travel from Porto to Munich to accompany my companion, leading me to forfeit the initial Lisbon to Munich leg. Upon reaching Porto airport, I was informed that my Munich to Vancouver ticket had been canceled, despite me not initiating it. I was asked to pay $[redacted].07 Euros to use my ticket, a cost I believe was unjustified given the circumstances. I seek a refund for the additional ticket I had to purchase unexpectedly. I kindly request guidance on the necessary steps to address this matter promptly. Thank you, Geraldine E.
Reported by GetHuman-deickme on sabato 2 ottobre 2021 22:21
Dear Lufthansa, I arrived at the airport on time with all the necessary documents but was denied check-in by your staff. This caused a lot of distress for my family. I kindly request a full refund for the incident that occurred on flight LH577 on October 1, [redacted]. We were given false information about flights to Turkey not being allowed, resulting in financial losses for flights, Covid tests, hotel bookings, and transportation. I am disappointed by the treatment received from your security personnel and request a refund so I can make alternative travel arrangements for my family.
Reported by GetHuman-pablonyo on domenica 3 ottobre 2021 14:42
I received an email confirming the cancellation of my Lufthansa booking with the code KPJXIA on 25 November [redacted]. Unfortunately, it seems that my flight has been canceled. I am now wondering about the refund process.
Reported by GetHuman-ayobire on lunedì 4 ottobre 2021 12:38
Lufthansa German Airlines 20th September [redacted] Customer Relations PO Box [redacted] East Meadow, New York [redacted] Fax: [redacted] Dear Sir or Madam, I am writing with great frustration as I have been unable to reach your organization by phone. The high call volume always leads to being disconnected abruptly. I am awaiting a refund for a return flight from Europe. Despite assurances from your agents six months ago, I have yet to receive any response. Your website only mentions patience being required for refunds, causing further distress. I have documented evidence of multiple cancellations by Lufthansa for my trip from Wichita to Valencia. One of your Canadian agents assured me the refund would be processed, but time has passed with no resolution. The continuous cancellations have been particularly stressful given the time-sensitive nature of my trip and COVID-related uncertainties with travel. Please provide a satisfactory response. My contact information is either [redacted] Sand Dollar Drive, Fleming GA [redacted] or [redacted] Nickerson Blvd, Hutchinson KS [redacted]. You can reach me at [redacted] or [redacted]. I hope for a swift resolution as I have always held Lufthansa in high regard. However, the disorganization and lack of respect in handling this situation have been disappointing. If the promised refund does not come through, my only recourse may be legal action, which I find truly regrettable. Sincerely, Randolph M Capocasale, MD
Reported by GetHuman6671557 on lunedì 4 ottobre 2021 17:51
I am a Lufthansa Senator booked on flight TXQODB from Berlin to Cape Town, specifically section Munich to Cape Town on LH [redacted] on November 16th. I am hoping to upgrade both my ticket and my wife's ticket from Premium Economy to Business Class due to my wife's leg handicap. When I contacted Miles and More for assistance, I was offered a cash upgrade option but was informed that the new flight details, involving Munich instead of Vienna, had not been updated. Unfortunately, their service number proved inaccessible after my second attempt. I have faced challenges with upgrade vouchers expiring annually and being redirected to Austrian Airlines for the Vienna route upgrade. Could you please provide me with options for upgrading using vouchers, miles, the cash upgrade, or simply paying for the upgrade? Thank you in advance. - Stefan J.
Reported by GetHuman6677515 on martedì 5 ottobre 2021 22:33
Hello, I reached out to Lufthansa customer service on the 1st or 2nd regarding canceling or rebooking my flight. The representative informed me that I could cancel the flight for free, which she proceeded to do. She mentioned sending an email confirmation, but as of now, I have not received it or a refund. My flight reference is QQ5FAA for a round-trip journey from London to Sydney, Australia via Tokyo on Lufthansa and ANA flights. I received an email from Lufthansa with three options to accept changes, rebook for a later date, or cancel. I accidentally selected the 'accept' option and have been unsuccessful in reaching Lufthansa to rectify this since the 1st of October. Can you please provide me with an email confirmation of the free cancellation? I currently have no booking, refund, or updated documentation. My name is Stephen Pepper, and I reside at 21 Shotley Close, Felixstowe, IP11 2NG, England. Thank you.
Reported by GetHuman-ashiyais on giovedì 7 ottobre 2021 06:46
Why are there different opinions on a PCR test? The Kenyan Ministry of Foreign Affairs confirms on their website that a regular PCR test is sufficient for entry into Kenya. I flew on Saturday, 2.10.[redacted], with the LH [redacted] flight from Berlin to Mombasa. Upon check-in, I was informed that my PCR test was not in English, and I couldn't board. Under severe time pressure, I had to take another PCR test at Berlin Airport, which cost me €[redacted]! There are conflicting opinions on PCR tests... Are the guidelines from the Kenyan Ministry of Foreign Affairs or Lufthansa's procedures valid? What rules should travelers follow? It would be beneficial for Lufthansa staff to be trained to handle travelers with more sensitivity in the future. I shouldn't be told by a Lufthansa employee at the airport that I am not well-informed! I request a qualified response, sincerely, Fred Franke.
Reported by GetHuman6690507 on sabato 9 ottobre 2021 14:14
Good afternoon, I am writing to request a refund for the €70 my partner and I had to pay at Venice airport to obtain our boarding passes for our flights from Venice to Brussels and Brussels to Porto with flight numbers SN3202 and SN3809. Despite speaking with a Lufthansa operator the day before the flights, who assured us we could check in at the airport without any issues, a Brussels Airlines flight attendant refused to issue our boarding passes without a previously completed form (phplf), directing us to ALISUD for assistance. We had attempted to complete these forms online but encountered errors due to missing information like the seat number (unavailable without check-in) and a Brussels address, which we did not have as it was just a layover. What frustrated us the most was that on the second flight, the flight attendants distributed the forms for free, which we had already paid for. We have the payment receipt available for verification. We appreciate a prompt response. Thank you, Adriana F. R. Medley J. S. L.
Reported by GetHuman6708625 on giovedì 14 ottobre 2021 21:01
Inquiry regarding flight time change or full refund due to flight time change by Lufthansa Subject: Booking code TGPKJ2 Dear Sir or Madam, We object to today's time change of our return flight. We do not accept Lufthansa's time change for the Toulouse-Munich return flight at 6:00. We object to today's flight change. A confirmation of the time change occurred accidentally when the phone dropped. We were never able to reach Lufthansa by phone. We would have to depart for Toulouse 4 hours in advance, and we have no opportunity to get there, especially with a child. We request a different return flight, for example, 07.01.22 at 18:30 with LH2221, or a full refund of both ticket prices. The flight change is several hours long. Yours sincerely, Barbara Brüker-Csaszar Dr.
Reported by GetHuman6709651 on venerdì 15 ottobre 2021 07:00

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