Lufthansa Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Lufthansa customer service, archive #1. It includes a selection of 20 issue(s) reported October 3, 2015 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
On the 29th of September, an envelope was sent via Macedonian Post to Bucharest, Romania using Lufthansa airlines with flight number OS780 from Skopje to Vienna and OS787 from Vienna to Bucharest. Unfortunately, the envelope, destined for the Irish Embassy in Bucharest, did not reach its destination. After contacting the Bucharest cargo and mail offices, they confirmed the envelope was not received on the 29th of September. It appears the envelope may have been lost during its transit from Vienna to Bucharest.
Reported by GetHuman-aleksan3 on Samstag, 3. Oktober 2015 18:00
I recently experienced a boarding denial due to carrying samples with no more than 2.5 kg of dry ice and frozen ice packs. I offered to discard the dry ice and travel only with ice packs but was still refused. Consequently, I missed my flight and the next available booking is on the 27th. Despite my adherence to the guidelines permitting up to 2.5 kg of dry ice per passenger, the airport manager disallowed my bags. Furthermore, it seems that frozen ice packs are not subject to regulations. I am seeking guidance on the proper procedure for shipping these items and seeking a resolution for the inconveniences caused by the staff's unfamiliarity with the rules.
Reported by GetHuman-saraeli on Mittwoch, 23. Dezember 2015 07:51
Dear all, I would like to inform you that our luggage was supposed to arrive with us in Las Vegas. Unfortunately, the bags contain samples for an exhibition at a magic show, which I have not received on time due to your company missing labeling on the four bags. The baggage numbers are: 1. [redacted] 2. [redacted] 3. [redacted] 4. [redacted] After checking with the airport and United Airlines, it was confirmed that these bags are still at the Las Vegas airport. The airport staff mentioned that the bags will be sent back to Chicago for labeling and then returned. I have a scheduled meeting in New York after my flight from Las Vegas, so I kindly request that the parcels be handed to me in Las Vegas within 18 hours. This situation has significantly impacted my business, so I urge you to prioritize this matter and keep me updated.
Reported by GetHuman-harjitsi on Mittwoch, 17. Februar 2016 20:17
Dear Sir/Ma'am, I wanted to express my appreciation for your exceptional customer service. However, I am in need of changing my flight date to April. I purchased my ticket in Lagos Lufthansa Office using my GTB MasterCard for a program in the Netherlands. I have completed my studies earlier than expected and require an urgent flight rebooking. Could you please confirm if my ticket is open for changes and provide the cost of rebooking? I have included my booking details and flight schedule below for reference. For any assistance with the rebooking, please contact me via email at [redacted] Thank you for your prompt attention to this matter. Sincerely, Mr. Ayodeji Okubanjo [redacted]
Reported by GetHuman-djmaxwel on Mittwoch, 16. März 2016 14:06
Hello, I am writing to share my disappointing experience with a flight cancellation from Seattle to Frankfort on April 9, [redacted], due to strict flight number LH0491. I was then rerouted on a Delta flight to Hong Kong, which departed late from Seattle. Upon arriving in Hong Kong, I missed my connecting flight to India due to the delay. Despite being rebooked multiple times, I encountered further issues. When I sought assistance at your counter, it was closed, but a helpful lady there managed to arrange a new flight with Jet Airways from Hong Kong to India the next day at 12:30 pm. Unfortunately, I was not provided with accommodation or meals during this 16-hour ordeal, and my luggage was missing. Additionally, I was unexpectedly charged $[redacted] Hong Kong dollars for ticket tax. This experience was incredibly frustrating, and I am reaching out to see what assistance Lufthansa airline can provide to rectify these issues.
Reported by GetHuman-sukhvir on Samstag, 5. Mai 2018 23:50
Dear Sir or Madam, Our booking code is N2RRTU for 2 adults. We experienced flight disruptions due to the closure of Frankfurt airport on 14.05. Our initial flight from Athens (LH1283) was delayed, causing us to miss the connecting flight to Brussels (LH1024). Due to the late hour and long queues, we were unable to procure the hotel voucher from Lufthansa. Consequently, we arranged accommodation independently and opted to travel by train to Brussels for work commitments. Please advise us on the necessary steps to seek reimbursement for the incurred expenses. We appreciate your assistance and prompt response. Thank you. Sincerely, Georgios K.
Reported by GetHuman685674 on Dienstag, 15. Mai 2018 11:00
I purchased two tickets on March 28th for a flight from JFK to Tbilisi with two cats booked in premium economy. I called twice to confirm the cat bookings and received emails confirming the animal status for one ticket (#NW2OSN/Johnson, S.) but the other ticket for Elizabeth S. (NWK4QR) does not have the animal status confirmed for the JFK to Frankfurt leg. LH informed me the cat cannot be in the cabin for this flight. I am confused and upset as LH employees previously confirmed the animals could travel with me. It is crucial the two animals are on the same flight in the cabin, not in the hold. This issue needs immediate attention as my June 6th flight is approaching.
Reported by GetHuman-s_j_john on Mittwoch, 16. Mai 2018 15:26
I recently made a flight reservation for my supervisor with the booking code LLAEHU, scheduled for departure at 3:00 p.m. However, he mistook it for 5:00 p.m. and now wishes to change it to the 5:00 p.m. flight without incurring any penalties. I attempted to contact your US support line at [redacted] promptly after the realization but encountered disconnections three times and have been on hold for over 30 minutes. This experience is quite frustrating. Could you kindly assist me in changing the flight to the later 5:00 p.m. one without any fees considering my challenges in reaching your customer service representatives via phone?
Reported by GetHuman690346 on Mittwoch, 16. Mai 2018 17:16
In late April [redacted], I tried booking a Business Flexi return flight from Sofia to Edinburgh for August 29th to September 5th online. Unfortunately, the form wouldn't accept my address despite multiple attempts to input it differently. I couldn't proceed further with the booking. After reaching out for help via email, I received a response on May 2nd mentioning that the Customer Care Service Team would contact me directly. However, I never heard back from them. On May 15th, I sent another email giving them a 3-day ultimatum to reach out to me, or else I would consider booking with another airline. As the end of the third day approaches at 5:40 PM, I feel the need to inform Lufthansa directly that I will be making my travel arrangements elsewhere. I suspect that the issue has not been escalated to Lufthansa's attention by the call center. Reference number: FB ID [redacted]2.
Reported by GetHuman-d_gulabo on Freitag, 18. Mai 2018 13:22
My spouse and I experienced a flight delay leaving Toronto on May 18th bound for Florence, Italy, with a layover in Munich, Germany. Unfortunately, the delay caused us to miss our connecting flight. Another couple, Patty and Gordo L., also missed the same flight to Florence but managed to secure the last two seats on a later flight. They opted to rent a car for a quicker journey. As we were to spend the night in Munich and miss a pre-paid excursion, Patty and Gordo kindly offered to carpool with us, which we accepted. However, our plans took a turn when a Lufthansa staff member mistakenly rebooked us on the flight Patty and Gordo had given up, leading to the accidental cancellation of our return flight on June 2nd. Resolving this issue became quite troublesome, and we had to involve AAA, our travel agent, to assist us in sorting it out with Lufthansa. We are now seeking reimbursement for the shared car rental expenses incurred with Patty and Gordo L.
Reported by GetHuman-etvanbru on Montag, 28. Mai 2018 17:23
Hello, I am writing on behalf of my husband, who left his iPad on his flight from Denver to Frankfurt. He was on flight [redacted] on May 27th, seated in 3H, and the iPad is a mini iPad Generation 2 or 3 in a soft gray case. He believes it slipped between the seats while he was deboarding. I contacted the airline's contact center, but they were unable to assist and directed me to Denver Airport, which seems incorrect since the flight landed in Germany. If there are other recommendations or contacts I should pursue, I would appreciate any guidance. You can reach me at [redacted]. Thank you.
Reported by GetHuman-kelly_mc on Dienstag, 29. Mai 2018 00:30
Subject: Update on Refund Status for Cancelled Flight I have been diligently following up on the refund for our cancelled flight from Toronto to Newark (NJ) on Saturday, April 14th, [redacted] for more than a month now. I am eager to receive the refund as soon as possible. I wanted to share an email we received from Lufthansa on 4/16/[redacted], with the subject "Your Feedback to Lufthansa, FB ID [redacted]4." It was addressed to Mr. T. and signed by Clarence Sunga. The email confirmed that a refund request for the unused segment of the flight has been forwarded to the refunds department. It mentioned that the refund will be processed through the original payment method and may take several days to reflect in the account. Thank you for your attention to this matter. Best regards
Reported by GetHuman-traister on Dienstag, 29. Mai 2018 19:08
I had purchased 2 tickets from Charlotte to Budapest for May 8th to 22nd. Unfortunately, my husband encountered a medical emergency with a collapsed lung on the 5th and underwent surgery on the 8th. Upon notifying the airline immediately and providing hospital documentation, we were initially informed that the $[redacted] reschedule fee would be waived. However, after multiple exchanges of paperwork with our travel agent, the airline has now stated they will not waive the fee. This is highly disappointing as we were assured multiple times previously. We are eager to rebook our flight for September but need this matter resolved. If not, we will regretfully have to reconsider flying Lufthansa, an airline we have always respected and recommended. The record locator for my booking is Q8HGPG under the name Lustig.
Reported by GetHuman-bdcgf on Freitag, 1. Juni 2018 19:20
Subject: Lost Baggage Assistance Needed Booking Reference: J2FJ6W Passengers: Michael G Cannon & Anna L C Mehra Hello Lufthansa, I am reaching out for assistance regarding my lost baggage. Despite contacting your representatives in Singapore and Kuching, I have not received any helpful information or updates. Our journey started on June 7th when we flew to Nice and were rerouted to an earlier flight, LH1061, due to weather conditions. Subsequently, we boarded LH0778 in Frankfurt to Singapore on the same day, arriving on June 8th. Upon landing in Singapore, we were informed that our luggage was still in Nice. We filed a report and were instructed by SCOOT to file an additional report with their agent in Kuching (KCH), which we did (Ref No TR10056). Despite our efforts, we have been unable to reach the lost baggage department in KCH as the phone rings endlessly. I kindly request your assistance in resolving this matter promptly. Thank you for your attention, Mike Cannon Phone: +60 19 [redacted] Email: [redacted]
Reported by GetHuman-mikecan on Montag, 11. Juni 2018 13:42
As a Star Alliance Gold member (United Mileage Plus number EJ345644), I experienced a frustrating situation when my connecting Lufthansa flight was missed due to a delay. Despite being rebooked on a later flight LH412 from Munich to Newark, I was unable to obtain a boarding pass over the phone. As directed, I sought assistance at the gate where my reservation was confirmed but access to the flight was denied because the ticket number was not visible in the email provided by my employer's travel agency. The treatment I received was disappointing as I was not allowed to board while other passengers were admitted. This incident has impacted my business schedule, and the lack of apology and rude attitude from the gate agent has led me to reconsider flying with Lufthansa in the future. The gate agent's dismissive behavior and refusal to engage respectfully left me feeling unheard and disrespected. I hope for better customer service standards in the future to avoid similar experiences for other passengers.
Reported by GetHuman-lmelosi on Donnerstag, 14. Juni 2018 19:02
Dear forum members, In April, I traveled with Lufthansa German Airlines and unfortunately, my luggage arrived damaged with four broken wheels. I was given order #[redacted]8 to have it repaired by Rynn's Luggage through Fedex. Although Fedex initially processed and shipped the luggage on April 30, it was not delivered to Rynn's Luggage. The tracking number is [redacted]87. After being advised by Fedex to file a claim for the lost luggage, I submitted the claim on June 11, [redacted]. The case number is [redacted]. The Fedex agent has since resolved the issues and sent a letter to Lufthansa German Airlines. I am expecting a claim amount of $[redacted] for the loss of my luggage. Kindly inform me when I can expect to receive the claim reimbursement. Thank you, Yii Berk Hii
Reported by GetHuman-alberthi on Montag, 25. Juni 2018 22:10
Regarding flight LH465 on June 14th from Orlando to Frankfurt with a connecting flight to Venice (Marco Polo), I had high hopes to travel with your airline. Despite a delayed departure from Orlando MCO due to thunderstorms, I was assured there would be no issue with my connecting flight. Unfortunately, upon arrival in Frankfurt, chaos ensued, and I missed my connecting flight. Despite being rebooked on a standby flight, only my sister was accommodated, resulting in us being separated in a foreign country where language was a barrier. The subsequent treatment by your customer service representatives was disheartening. The lack of assistance, refusal for a hotel stay, and rudeness displayed left me feeling disrespected and disregarded. The overall experience with Lufthansa's customer service during this ordeal has unfortunately left me with a negative opinion and a vow to avoid flying with your airline in the future.
Reported by GetHuman829430 on Donnerstag, 28. Juni 2018 15:16
Hello, I have a reservation (ticket number [redacted][redacted]) for a flight from MAD to SFO on August 2nd, returning on August 16th. Unfortunately, I am unable to proceed with this trip. While I am aware that the ticket is non-refundable, the significant sum of over €1,[redacted] at stake is causing me considerable stress. I kindly request, as a gesture of goodwill, if you could consider canceling the ticket and providing a refund in this instance. I have been a loyal Lufthansa customer with no previous cancellations or no-shows. Thank you for your understanding and assistance. Best regards, MH
Reported by GetHuman849355 on Mittwoch, 4. Juli 2018 16:57
Subject: URGENT: Lost Luggage in Naples, Italy Flight LH [redacted] from Frankfurt on July 6, [redacted] To Lufthansa Customer Relations, I am urgently seeking assistance in locating my missing baggage from my flight to Naples, Italy on July 6, [redacted] (File Reference NAPLH17891). Without my belongings, including clothes, toiletries, and medication, my trip has been seriously impacted. Despite numerous attempts to contact both Lufthansa Baggage Services and the Naples airport, as well as checking the baggage tracer website repeatedly, there is no information available. This has caused me significant distress as I am here for a wedding. I kindly request a prompt update on the status of my luggage and clarification if it is considered lost, as there appears to be no trace of it. Please contact me at your earliest convenience with any information. Your assistance in resolving this matter is greatly appreciated. Thank you, Yasmine Malek USA Phone: [redacted] Staying at: Hotel Poseidon in Positano, Italy Address: Via Pasitea, [redacted]7 Positano (SA) Italy Email: [redacted] Tel: +39 [redacted] 81 11 11 Stay Dates: July 7 - July 8
Reported by GetHuman-ysmdm on Samstag, 7. Juli 2018 05:12
I had a reservation on flight [redacted], seat 5D, from Tampa to Frankfurt on June 9. While waiting to board, I was called to the desk because they told me my seat was being changed to a middle seat. I explained this was not acceptable as I had just had hip replacement surgery, and my doctor advised me to get up and move around. In fact, I paid an extra $[redacted] for Premium Comfort. I was also traveling with a companion, and since I needed an aisle seat, we were separated. They mentioned a family of four needing to sit together because of two small children. Despite explaining, we boarded, and the mother was in my seat with a baby. The flight crew was rude, calling the captain, who threatened not to fly if no one gave up their seat. The family stayed nearby the whole trip, passing the children back and forth, disrupting my meal and sleep multiple times. Booking a family of four and expecting others to change seats is unacceptable. This flight was miserable and ruined part of my vacation due to the stress.
Reported by GetHuman-rmschube on Donnerstag, 12. Juli 2018 02:06

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