Extremely annoying - Flight Cancelled and Refund due for over 5 months
They have cancelled my flight in March due to Covid-19 and promised a refund. I have called them on 1300 655 727 from Australia, and spoke to someone a couple of times in the last 5 months. Both times have been advised refund is in the queue. Tried calling again today, and the number just keeps ringing and eventually just disconnects. Seems like this number has now been disconnected all together with no alternative option to contact them. Have tries to submit feedback on their website, of course there is an error message saying that the website is down. Terrible service and just frustrating. Can someone in this useless company get in touch to get this issue resolved?
No Refund after 5 Months
I had to cancel my flights due to an illness and advised my Travel Agent in writing on the 31/1/20. I knew I would be charged possible cancellation fees but I had no alternative. I was told by my agent that refunds take a maximum 12 weeks and while I thought that was excessive I accepted it. It is now closer to 20 weeks and still no refund. Covid -19 has put pressure on their resources however my request was prior and should have been well advanced. My Travel agent has followed up repeatedly with no joy. I would never consider travelling with them ever again and buyer beware.
Not honouring refunds in contact
We organized a round the world trip with tickets getting issued through Lufthansa. We cancelled our booking using the refund clause in our contract. It has been 2 months since then and they have not processed the refund. It appears that we are one of hundreds or possibly thousands being strung on while they are threatening bankruptcy. The support team use intentionally misleading phrasing to make it appear that they are making refunds. When pushed to make direct statements that refunds are processing the deflect or ignore.
Criminal, avoid at all costs
Impossible to contact for refunds
We live in Australia and had booked a trip to Europe via Qantas. Thanks to this COVID disaster, our entire trip had to be cancelled. We had separately booked flights from London to Germany with Lufthansa. Qantas has sorted us out but Lufthansa is giving us the run around. Been trying for 6 weeks to get through to them for a refund. the NEVER answer the phone. I've spent hours on hold, even tried calling Germany, only to get a big phone bill. Their website will only issue vouchers for new travel (to be redeemed by August), but we live in Austral...ia and can't use it. Our government says the borders are shut until 2021. European consumer law says they must give us a refund if we ask for it, the thing is, you can't get through to anyone to ask for it. They don't reply to emails or texts and their Facebook page and web pages say you have to call, but no one answers the phone. We're down $1,600 at this stage and are now going through our travel insurance. Never again to Lufthansa!
Bad and dissapointing
To whom it may concern,
My fiance and I were due to travel from New Zealand to Copenhagen to get married on the 6th of June 2020. However, due to Covid-19 raging in the World, our flights by Emirates were cancelled by the airline and they were so kind to re-book our trip for later this year at no cost. In fact, everything was cancelled. Our wedding venue, the Church where we supposed to get married, our honeymoon. I think most people can imagine the sadness and disappointment my fiance and I felt. We were working hard for 2 years to be able to ...
There customer service easily the worst in the world.
There customer service easily the worst in the world. The Australian service Center number goes to Philippines. The service officers cannot speak English and do not understand simple instructions. I asked for my ticket to be changed due to a death of a family member. I provided all supporting documents. They didn’t reply for over a week. I had to call every day. Finally, over the phone, they said we have received all your documents. However, we can’t help.
I have never experienced such low quality customer service elsewhere. Stay away from Lufthansa
I followed select to book flight on skyscanner through Lufthansa rather than slightly cheaper agent. The flight times were changed to a late departure . I tried emailing ringing within Australia and direct to Germany without any success as the numbers given on the website were disconnected or would disconnect when ringing. I finally found a different number and rang Germany direct only to be told that my 24 hour window to change bookings has expired.
I will never use this airline again again and suggest you don't either.
- Verified customer
Substandard Airline, Worst Experience
I had to book Lufthansa for my Europe travel because it was pretty much the only option available. I had the expectation that it was going to be a decent airline because it is “German” and Germans brag about their quality and attention to detail.
Well one flight was worst than the other:
1. Unfriendly Staff
2. Very average plane
3. Poor quality food
4. Extra alcohol was served to drunk passengers that were singing the whole night on my flight to Madrid and they kept receiving more alcohol ... so we could not sleep the whole night
My flights were:...1. HongKong to Frankfurt 2. Frankfurt Madrid return 3. Today Munich to Beijing and to finish ruining my trip we are a family of three with an infant and this airline brag about being “FAMILY friendly” well they have given us sits separate all over the plane... no help and no respect. This is without a doubt the worse airline I have ever used, such a big disappointment. I live in Australia and I am used to the great service we receive from Qantas, I think Germany needs a decent aerline.
Terrible treatment by Lufthansa and their complaints department. Totally humiliating experience.
I had bid for, won and paid for an upgrade, then Lufthansa turned us away at the gate in Singapore. Dealing with their complaints department was humiliating and drawn out, with no resolution. Multiple issues and none were dealt with. Being Australian is difficult in that there is no office to visit, to speak in person to a Lufthansa representative. Avoid Lufthansa at all costs ! Luckily QANTAS took over, to get us to and from London.
Gate changed 3 time then they couldn't find the crew. OMG worst travel experience ever in 40 years of travel. We were delayed 41hrs. In flight service was bad, one crew member treated me with no respect. I have never been humiliated like that before.
Fabulous flight from Munich to Singapore on LH 0790 October 3rd very comfortable seats with delicious food. I was looked after by Vivienne Ruckle 1R who was extremely polite, friendly, caring and showed great professionalism.
I would also like to extend my thanks to Selina Weismann 1LA who was equally as friendly and caring.
Thank you girls.
- Verified customer
Lufthansa - ruined our holiday plans
My wife and I missed our flight from Rome to Munich in early July because our boarding passes showed the WRONG gate number! The Lufthansa staff at Fiumicino airport were unsympathetic and unhelpful. To add insult to injury, our Lufthansa flight from Warsaw to Frankfurt (one week later) was delayed by one and a half hours, as a result of which we missed our return flights to Singapore and Melbourne! The best they could do, after having us wait for hours in endless queues over TWO DAYS, was to fly us from Dusseldorf to Melbourne via Narita (Tokyo) with different airlines. Not once did we hear the word "sorry". This say a lot about the Lufthansa corporate culture!
- Verified customer
no compromise at all
Booked around the world trip premium econ from Melbourne to Singapore 3 nights-UK via Frankfurt -5 weeks, after river trip Budapest to Los Angeles 5 nights-LA Auckland 3 nights- NZ to Melbourne.
We had a problem with our US visa having a typo error, our fault admitted and the flight was counselled and would cost $9000 to continue, We then decided after getting the visa renewed after two hours to book separately any flight to get to LA at our cost to continue our trip of a life time only to find they had cancelled all flights there after, absolu...
- Verified customer
Out of Touch with Premium Customers
Milan to Thessaloniki via Frankfurt return Business Class.
 Aircraft took off and landed safely.
 European Union Passenger Rights apply to remedy rorts [if travel originates or terminates within the European Union].
 Old aircraft.
 On board waiters lazy and inept.
 Departures invariably late resulting in missed flight costing an additional 957 Euros excluding accommodation.
 Virtually no difference between Business Class and Economy Class other than additional luggage and seated at front of aircraft.
 Customer Service at airport counters non existent....
Australian business travellers are no longer relevant to Lufthansa
Members for Miles and More, tried to obtain information first for our forthcoming October business class return travel Adelaide/Europe.
Our direct efficient Lufthansa reservation system was moved from Australia to Philippines ,which is a territory for untrained people to deal with the customers. When not able to obtain the rational information and asked for a supervisor, they hang upon us 4 times. I would like to know if LH has sunk so low the this is a norm for a business class passengers?
Phone number for business class information list...
chalk and cheese
have only used this bunch once and never again,service crew was excellent but as to admin forget it
flying from perth to london you have a chioce in economy of reserving seats on the upper deck where there are only 40 seats booked 2 adjoining seats window and isle as only 2 seat row up top paid the seat reservation fee but a few days before take off was informed seats had been changed to 72 a a window seat and 80g an isle seat and as you can guess a few rows apart ,queried this and was told that my seat reservation fee did not cover an actual...
- Verified customer
Staff don’t care
Hi I was on flying Lufthansa airlines on October 19/2018 Singapore to adelaide the flight was 40 min late so fly attend didn’t sere food they give us juice and switch off the light. People where eating own lollies and any body flight 11 pm to Adelaide remember eat some food on airport so you don’t go hungry
The worst airline. No Redeeming Qualities
The worst airline I have ever used by far a disgrace to Germany.
No redeeming qualities.
First flight Warsaw to Frankfurt
- Over 1 hour delay for first flight.
- Staff very unhelpful in getting us to our connecting flight.
- Rude, unknowledgeable and with no solutions. We figured out our alternatives online better than they could.
- In the end we figured better to risk flying with Lufthansa and try to make out connection (with Lufthansa). Probably a bad idea as they went onto lose our luggage.
- They didnt organise the boarding so children/premium/people sitting at the back didnt board first. Making boarding slower on an already delayed flight. ...
- Verified customer
Staff just don't care
Missed my flight due to illness, called to advise and find out what to do all they could tell me was you must buy new ticket.
Cost me $1.100 from Singapore to Sydney, no offer made they didn't care at all.
Paid for new tickets with other airline I will never fly with Lufthansa again.
- Verified customer
Great Flights Followed by Appalling Corporate 'Service'
We had a RTW ticket from Lufthansa with two legs being 'side excursions' in a cheap economy class where no seat bookings were included. We rang LH and bought booked seats for $USD11 on each of those two flights. One went without a problem but the boarding pass for the second flight was not the aisle paid and booked, but a middle seat in a different row. After submitting complete details and evidence to LH 'customer relations' nothing at 5 weeks regarding a refund of that $USD11 for non-delivery of the paid and booked seat, except the origina...l automated reply. In fairness our flights included CX, LH, and QF legs in premium economy and we found the flight experience with LH to be the best of the lot. It is appalling a business can be this arrogantly detached from its customers while providing what was a good flight experience.
Questions & Answers
I bought a ticket to Iran and it has 2 transit stops. London and frankfort. So my question is that do I need to have Schengen visa for transiting? Or I'll be fine without having it.
This response is probably too late for you, but maybe someone else could use the info. My understanding is that you need a Schengen visa if you have more than one stop in Europe. It may actually be the European Union, please check with your line that you need a Schengen visa if you have more than one stop in Europe. It may actually be the European Union, please check with the airline. On a personal note, we contacted Lufthansa for my parents traveling to Iran, through Germany with a quick connection through Munich to Frankfurt and then Iran. We were told there are no requirements for a Schengen visa but should check with the German embassy to be sure. I emailed the German consulate near us and was told that there are no requirements for a visa and even provided them the complete itinerary.
Later my parents were denied boarding at the airport and on top of it each were charged $300 per ticket by Lufthansa for tickets change or cancellation. This was in spite of the fact that they actually saw a copy of the email from the German Consulate, basically telling us that they did not need a visa. I spoke to a supervisor for the airline who was extremely non-caring basically telling us that they did not need a visa. I spoke to a supervisor for the airline who was extremely non-caring and almost robotic who refused to credit the complete price of the ticket, although we had done everything right to de determine about the visa requirements. Needless to say this was a very bad experience for us with this airline. I have traveled with them in the past, but this is really the first time we ever needed something from them and they failed to deliver.
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