Luggage delayed. Appalling Customer Relations… Appalling time travelling with Lufthansa from Manchester to Palermo. Originally one transfer in Munich. In the end transfer in Frankfurt, then Zurich and sudden extra transfer in Rome. When I arrived in Palermo my luggage was in Zurich. Over two days without my luggage. These things happen. I understand. But when the luggage arrived in Palermo the bag could not be couriered. I had to get a taxi to the airport to retrieve my bag. After much confusion I had to go through security, collect my bag and come through security again. Over half a day of my short holiday taken up. Even at this stage I remained philosophical. HOWEVER, my subsequent dealings with Customer Relations has been dreadful. I spent a considerable amount of money with a taxi transfer to Palermo and back. Lufthansa has recompensed half the cost of clothes purchased. Again I accepted that - even though I purchased clothes I did not need. But they will not reimburse my taxi to and from the airport. Initially Customer Relations claimed I'd refused courier service. Now accepting this was wrong but still will not reimburse my transfer to and from the airport. Appalling and dismissive Customer service and an expense to retrieve my luggage. Very poor service Lufthansa.

Disappointing Experience that cost me 3000 dollars I recently had a disappointing experience with Lufthansa that compelled me to share my feedback. I had booked a flight from BLL to LAX for March 16th to March 31st, 2024, with reservation codes OJKIBK. Unfortunately, what was supposed to be a memorable trip turned into a nightmare due to an issue with my booking. As a single mother of twins, I had saved for years to take this trip with my children and my mother. We were thrilled about the prospect of experiencing the USA together. However, the day before our departure, I realized that I had mistakenly entered the wrong surname for one of my children during online check-in. Despite my efforts to rectify the error, I was unable to do so, and upon arriving at the airport, we were informed that we couldn't board the flight due to the mismatched name. What followed was a series of frustrating encounters with Lufthansa staff, who seemed indifferent to our predicament. Despite our pleas for assistance, they failed to accommodate us or even attempt to rectify the situation. With no other options left, I was forced to purchase an exorbitantly priced ticket at the airport, costing me nearly $3000 + baggage charge (reservation code TZDIBK). This unexpected expense left me deeply disappointed and financially strained. I have always held Lufthansa in high regard, having had positive experiences with them in the past. However, their handling of this situation fell far short of my expectations. While I acknowledge that the mistake was mine, I had hoped for better customer service from an airline of Lufthansa's reputation. In conclusion, I urge Lufthansa to review their customer service protocols and consider the impact their actions have on loyal passengers. My experience has left me feeling disillusioned, and I sincerely hope that others do not encounter similar issues in the future.

Terrible customer experience and refused compensation that was offered onboard I booked my flight through Lufthansa and I had to jump through several hoops to specifically request a vegan meal through Air Canada, I could not complete this update online via Air Canada or Lufthansa and your phone number was buried deep in a maze of links online. I did eventually find it and had to call to complete the update to a vegan meal. On the day of the flight the head host onboard asked me to move seats to accommodate a couple that wished to sit together on board - I happily gave my spot and only highlighted that I had ordered a vegan meal and I would like him to keep track of that. When it did eventually come time to serve food, they announced my name over loud speaker to identify me for my ‘special meal’ and then told me they couldn’t find me because I had moved seats - frustrating but I took it on the chin. When I received my meal it was labelled as a “strict vegan meal” so I assumed it was some soy protein/chicken alternative - given my requests, the hoops I jumped through and all the effort I made to ensure I was served a vegan meal. It was only after I ate almost 50% of the protein in the meal that a feeling of absolute disgust set in and I realised what was actually happening. I have very strictly and intentionally abstained from eating meat for almost a decade! I do this because I believe the unnecessary slaughter of animals for sensory pleasure (taste) does not justify the mass suffering they endure. I was promised a 25% discount on my next flight with air Canada due to a huge mistake that was made on my flight. When customer support followed up they reduced this to $25 AND when I sent the below they told me the case was closed?! This was infuriating, I was exceptionally upset when this happened and the ONLY thing that could be offered was 25% off a future flight. They have since made this 15% which is better but still miles away from what it should be. My return flight experience was also terrible. I’ll add another review for that.

Lousy Ground Service I stopped flying with LH years ago. The ground service is lousy, which also includes the booking service when trying to get personally in touch with the LH service centers.

WORST customer service, Delayed/lost baggages All my luggage Check in and Cabin bags for family of 4, were left behind in Munich 10 days ago, and till date i have no clue when i am going to get my bags back. There is literally no way to get the information, online tracking hasnt been updated in weeks. WORST Customer Service experience.