Lufthansa Customer Service Issues

I booked flights for four seniors from Chicago to Frankfurt using the codes PM8PWJ and PNNJVK for November 25th. Three days before our trip, we were informed that everything in Europe was canceled. Despite numerous attempts to contact Lufthansa, we were unable to reach an agent. Eventually, I went online and canceled our flights. I followed the prompts to cancel and accept the refund offer. Although we received a refund for taxes and fees on our credit cards, Lufthansa retained the majority of the ticket fare. We are interested in rebooking our flights for November or December [redacted] and need assistance retrieving the funds Lufthansa is holding for rebooking. We are loyal customers who have been affected by the pandemic and would appreciate guidance on how to utilize the free rebooking Lufthansa advertises. Your help in resolving this issue would be greatly appreciated. Thank you. - Tom M.

I have an existing reservation with the airline, and I am trying to select a seat. Unfortunately, because I booked the trip using a different provider, I am unable to choose a seat through them. I was advised to contact Lufthansa for assistance. This isn't the first time I've encountered this issue, and I'm frustrated by the challenge of simply trying to speak with someone in reservations to assign me a seat. Why does this process have to be so complicated?

Dear Sir, I recently received an email from Lufthansa stating that I am only permitted one checked bag. However, the Conditions and Baggage Information on my ticket clearly states that I am entitled to two checked bags, each weighing up to 23kg/50lbs. I purchased my ticket in the first week of November [redacted] after thorough research on ticket prices and conditions. I specifically chose to fly with Lufthansa due to the baggage allowance outlined in my ticket. I kindly request confirmation of the original conditions outlined in the attached travel itinerary. Thank you, Hala on behalf of Faisal Herzallh.

I had scheduled a COVID-19 test appointment for December 6, [redacted], at the Frankfurt Airport with CENTOGEN but was denied boarding by Lufthansa on December 5, [redacted], on my route from Nigeria to Toronto. I am requesting a refund of the [redacted],00 Euros that was charged to my Visa card for the test booking. The purchase details include the test code YLL4iM7rhq, appointment date of 06.12.[redacted], test name CENTOGEN Corona Testcenter Frankfurt Flughafen, and purchaser's name as I.E. I seek a refund to the card that was originally charged. I have attempted to reach out via phone but experienced call drops, and I have also emailed my concerns to [redacted]

I paid for a COVID antigen test for December 6, [redacted], but Lufthansa denied me boarding on December 5, [redacted], in Abuja, Nigeria. They mentioned the test center was outside the transit area at Frankfurt airport and said German Immigration would not accept the test due to my Canadian Permanent Resident status. Centogen informed me they don't have an order number for this transaction and advised me to reach out to Lufthansa. I am seeking a refund of the [redacted] Euros charged to my VISA for the test. The purchase details are as follows: Purchaser name: Emmanuel Ishaya, Test code: YLL4iM7rhq, Test date: 06.12.[redacted]. Purchase ID: 1660dbd1-[redacted]-4d5f-b068-fda01f278c50. I have tried to contact Lufthansa via phone and email without success. I have also emailed [redacted] with payment confirmation screenshots. Thank you.

I am frustrated with the long wait times when calling customer service. It takes over 30 minutes for someone to pick up. The customer service experience, particularly in the Philippines, is subpar with employees chatting in the background. When trying to rebook my flight due to Lufthansa's cancellation, the first representative I spoke to did not rebook my flight or send me a confirmation despite two calls. It wasn't until the third call, and speaking with Laura, that my issue was resolved. During my second call, I was constantly put on hold and the problem was not resolved. It took three attempts to successfully rebook, which is unacceptable. I appreciate your attention to this matter.

I am in the process of booking my upcoming trip to Verona consisting of three flights. During my last journey, I encountered difficulty navigating the airport due to my emphysema. While I know assistance can be prearranged when purchasing the ticket, I am hesitant to request aid in case I may not require it. Departing and arriving from small airports, I anticipate needing help only at the larger airports in between flights, considering time constraints. How can I coordinate assistance only at the necessary locations and times to accommodate my needs as efficiently as possible? Thank you. Larry

Hello, I recently received an email notifying me that my flights with booking code LGN7A4 have been canceled, and I promptly requested a refund. However, I then received another email instructing me to check in for the now-canceled flights this evening. Given that I have already booked alternative flights due to the cancellations, I am concerned about the confusion in the communication. How can I make sure that my refund is processed promptly and correctly? Best regards, Ieva Rusyte

Dear Madam/Sir, I am writing to you from Georgia regarding our upcoming flight on December 29 with Lufthansa under booking code J34LYC. Our itinerary includes a transit from Tbilisi to Franca via Munich and Luxembourg. One of my sons, who is over 12 years old, is not vaccinated. We have inquired with Luxembourg airport and they advised us that if Lufthansa permits, he can enter Luxembourg with just a PCR test. I would greatly appreciate your prompt response on this matter. Thank you in advance for your assistance. Sincerely, Marine K.

Dear Sir or Madam, I have several questions regarding my trip from Germany (Frankfurt) to Egypt (Cairo) with a layover in Vienna. 1. Do I, as a vaccinated individual, need to provide a PCR test or is my vaccination certificate sufficient? 2. Does a 6-year-old child traveling with me need to show a PCR test? 3. What are the regulations in Vienna, where we have a layover? 4. What are the rules for returning from Cairo (Egypt)? Is a vaccination certificate enough for me, or does the 6-year-old child need to present a negative PCR test result?

I purchased a ticket for my mother to fly from Moscow to San Francisco with a layover in Frankfurt. Unfortunately, she was denied boarding due to the Covid-related flight block. Lufthansa issued a credit for the ticket, but it's in my mother's name, Nina Diukova, who won't be able to use it before it expires. I, Elena Tarasuk, who bought the ticket, would like the fare refunded to me or least be able to utilize the credit. As far as we know, only Lufthansa has the authority to reassign the funds, not CheapOair. I'm looking for clarification on whether Lufthansa can allow CheapOair to transfer the funds to me or provide me with a usable credit.

I purchased a ticket for my mother to travel from Moscow to San Francisco with a layover in Frankfurt. Unfortunately, she was unable to board the plane in Moscow due to flight restrictions related to Covid. Lufthansa issued a credit for the ticket to CheapOair under the passenger's name, Nina Diukova. However, since my mother, as an elderly passenger, will not be able to use this credit before it expires, I am requesting that the fare be refunded to me, Elena Tarasuk, the ticket purchaser. As it stands, it seems that only Lufthansa has the authority to transfer the funds or provide me with the credit. I believe that if Lufthansa allows CheapOair to transfer the funds to me or issues me a credit, the situation would be resolved.

I purchased a ticket for my mother's flight from Moscow to San Francisco via Frankfurt. Sadly, she was unable to board the flight due to Covid-related restrictions. Lufthansa issued a credit through CheapOair, but it is in my mother's name, Nina Diukova, who will not be able to utilize it before it expires. I, Elena Tarasuk, who bought the ticket, would like the fare refunded to me or have access to the credit. It seems that only Lufthansa can authorize this kind of refund or credit transfer, not CheapOair. I hope that Lufthansa can work with CheapOair to either refund the amount to me or allow me to use the credit.

Subject: Assistance Needed with Lufthansa Flight Rebooking Dear GetHuman Team, My spouse and I had a Lufthansa flight scheduled for 18:20 on Thursday, December 23, [redacted], from Cape Town, South Africa, destined for London Heathrow at 10:45 the following day with Booking Code LSWN8I. Regrettably, our recent Covid PCR test results came back positive this morning, preventing us from traveling. We are now required to self-isolate for at least seven days prior to retesting. We rely on Lufthansa's rebooking policy, mentioned in their notice, but our attempts to rebook online via their website were unsuccessful from 10:00 to 19:00 on the same day. Contacting their South African Customer Service Center proved futile as well. Despite our efforts, we were unable to establish email communication with Lufthansa to explain our predicament. We have documented evidence of our failed online rebooking attempts. Your professional assistance in resolving this matter with Lufthansa would be greatly valued. Thank you for your support. Best regards, Vyvyan and Lynette R.

Currently in Vancouver with my wife, returning from our trip on January 7. Our booking number is V23PBG. Our first flight is from Vancouver to Frankfurt on Flight LH493, departing at 13:40 and arriving at 08:55 the next day in Economy Class on an Airbus A340 Jet. However, our second flight from Frankfurt to Linz on January 8, Flight LH7408, has been cancelled, leaving us unable to return home. This flight was scheduled to depart at 17:00 and arrive at 18:05 on an Embraer [redacted] operated by Air Dolomiti. Considering the cancellation, we are willing to accept a flight change to Frankfurt to Munich.

My wife and I had flights scheduled with Lufthansa from Denver to Frankfurt on September 1st in premium economy. Due to the uncertainties related to Covid-19, we decided to cancel our flight. Although we don't have the confirmation number available, the booking is under Paul and Lana Goblet. We were informed that we would receive a credit on our account. Given the recent re-closure due to Covid-19, we would prefer a cash refund now. We have been unsuccessful in reaching out to you by phone. Please provide guidance on how to proceed. -Paul G.

Dear Customer Service, I would like assistance with my flight reservation. The booking code is KE7SSL for a return trip from Sarasota (SRQ), Florida to Munich via Newark. The ticket number is [redacted][redacted]. I recently received a cancellation confirmation email from Lufthansa, but I did not request this. When I tried to verify my reservation online, I could not find it. I contacted Lufthansa in the USA and was told that everything was fine, but my booking is not showing up online. Can you please confirm my reservation promptly? Thank you, C.V.

I had a booking with reference number OYZUXK for December 14, [redacted]. However, I needed to create a new reservation with reference number ML2UBA for the same date due to an error in my name on the ticket. I haven't used my initial reservation and I am wondering if I am eligible for a partial refund. I spoke with Lufthansa staff at the airport about this matter, but I feel like I did not receive proper attention. I would be grateful to get a response from Lufthansa regarding this issue. Thank you, K. Dimitrova

Our son was enrolled in a college global study program in Italy, and we had a flight booked from San Diego, CA to Florence, Italy for 12/27/21 (booking code 1UX15Z). Due to Covid concerns, the program was canceled. A Lufthansa representative named Ela assured us on Dec. 25 that we didn't need to take any immediate action and that re-booking by Oct. 19, [redacted] would suffice. We emailed [redacted] as instructed on Dec. 25 for a refund. Concerned about conflicting information, we contacted Lufthansa again on Dec. 27. This time, we were told if our son missed his initial flight, all following reservations would be canceled, contradicting Ela's advice. With no time to sort this out as his flight was scheduled for that morning, we are now at a loss. We are willing to reschedule the flight or receive a refund to re-book at a later date. However, we are struggling to get assistance. We urgently need help! Please contact me at [redacted] or email [redacted] Thank you. - Bob Buscher

Hello, my name is Sandra Carolina Vargas R, and I am writing from Colombia. In March [redacted], I purchased 4 tickets (2 adults - 2 children) through the website www.despegar.com. The planned itinerary was BOGOTÁ - MADRID (24-12-[redacted]) and return PARIS-BOGOTÁ (14-01-[redacted]). On December 21st, I contacted Despegar to inform them that we would not be able to travel due to the high rate of COVID-19 Omicron variant infections in several destinations we intended to visit in Europe and because one of the children we were traveling with had flu-like symptoms. Despegar informed us that the airline would only refund 19% of the ticket price (COP 2´XXXX), resulting in a loss of COP 7´[redacted].[redacted] for my family, a significant amount. Due to these circumstances beyond my control, I am reaching out for assistance. I have medical documents supporting my child's illness (issued by the healthcare provider), which I am unable to attach here. I will await your response via email at [redacted] and on cell phone +[redacted]19. Thank you in advance for your attention. Warm regards, SANDRA CAROLINA VARGAS R.