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Lufthansa Complaints

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+44 371 641 0401 UK
1-800-645-3880 US

Lufthansa Complaints: Contact Number, Email, and Form

Lufthansa Complaints: Contact Number, Email, and Form

Amy Lancelotte
Written By Amy Lancelotte
Last Updated: September 23, 2024

Chances are that if you've found this article, you have something you need to complain to Lufthansa about. Whether it’s poor customer service, flight interruptions, baggage issues, or other unsatisfactory service, we can help.

If you have an issue while travelling that requires an immediate resolution, you should contact Lufthansa by phone, but otherwise, for Lufthansa after travel complaints, you’re in the right place. We’ll detail the types of complaints that entitle you to compensation, your rights as a passenger, the ways to contact the airline directly, and how we at AirAdvisor can streamline the whole process for you.

What Can You Make a Lufthansa Complaint About?

Since you’re the customer, you can complain about whatever you want. Still, our goal is to provide information on the types of complaints that will most likely result in compensation - monetary or otherwise.

  • The most common Lufthansa complaints involve flight disruptions. In the case of a delayed flight that’s late by 3 hours or more or a flight cancellation that occurs without a minimum of 14 days' notice, passengers have the potential to claim as much as €600 in compensation. 
  • If you’ve purchased your ticket and Lufthansa has oversold the flight, resulting in you getting bumped, it’s worth it to complain about denied boarding, as this may also entitle you to compensation.
  • Another common occurrence is when Lufthansa delays or loses your luggage. In this scenario, it’s also likely that a Lufthansa complaint will end in compensation.

Flying isn’t always perfect, we know that, but if you think you've received poor service or had unnecessary difficulties during the booking process, on-board the flight, or basically at any time during your trip, submit a Lufthansa complaint. It’s important that they know about their shortcomings to correct them. In some severe cases, you can expect the airline to right their wrong with discounts, vouchers, or another kind of compensation. 

Has your Lufthansa flight been disrupted by a delay or cancellation? Use our free eligibility checker today to find out what you’re owed.Check Your Flight

Knowing Your Passenger Rights

Most of the complaints listed above are governed by strict regulations that specify the compensation amount you’re owed in certain situations. In Europe, it’s called Regulation EU 261/2004; in the UK, it’s Regulation UK 261/2004.

These regulations generally state that if your flight is delayed by 3 hours or more upon arrival at your destination airport, you can expect to collect between €250 and €600 for the inconvenience. The main condition for this is that the delay must be the result of something preventable by the airline and not extraordinary circumstances like bad weather.

Cancelled flights without a minimum of 14 days notice are also eligible for compensation under the same regulations, as are instances of denied boarding. The same goes for luggage that’s lost, damaged, or delayed.

Tips on how to complain to Lufthansa

Lufthansa Complaints - A Checklist

Navigating the Lufthansa complaints procedure is not without its issues. What info do you need? How do you contact the airline? How long does it take? First, here’s a useful checklist to make sure you have what you need before initiating an official Lufthansa complaint. It’s in your best interest to file your complaint ASAP while the details are fresh and to avoid certain time limits for compensation.

  • Your trip information. Lufthansa will need your full name, booking number, and possibly the date plus departure and arrival airports to find your booking.
  • Your contact information. Make sure you specify the best ways to contact you regarding your complaint. Email is ideal, but a phone number or even mailing address works as well.
  • Incident details. In the case of a complaint for a delayed flight, get the reason for the delay from the Lufthansa staff at the airport. Be specific about the details of any incident, and take notes along the way if you need to.
  • Additional documents. In some cases, you’ll be required to submit receipts for expenses due to cancellations, delays, or mishandled baggage. Keep them. You should also be prepared to provide any other supporting documents, including your boarding pass, luggage tags, photos, and any correspondence you’ve already received from Lufthansa.

How Do I Contact Lufthansa With a Complaint?

Here are the best ways to reach Lufthansa: 

Lufthansa Complaints Email

An official Lufthansa complaints email doesn’t exist, or at least it isn’t published. Instead of email, use the appropriate Lufthansa complaints form online. The 2 most common ones relate to flight interruptions and baggage irregularities.

Lufthansa Complaints Phone Number

In instances where only a phone call will do, you can contact Lufthansa’s 24-hour customer service line at +44 371 641 0401 in the UK and 1-800-645-3880 in the USA. Check their website for other country options. 

Lufthansa Complaints Live Chat

Using the online forms is generally the fastest way to resolve a Lufthansa complaint, but when you need assistance, the Lufthansa live chat function can help avoid long hold times. The Lufthansa chat assistant often pops up automatically, but “Elisa” is also available by clicking on the icon in the bottom right-hand corner of any Lufthansa website page.

How to complain to Lufthansa

Steps to Successfully Complete a Lufthansa Complaints Form Online for Flight Interruptions

It’s advisable to avoid the Lufthansa complaints procedure entirely by using an advocate like AirAdvisor. For Lufthansa complaints about flight delays or cancellations, you’ll have better results using a partner like us rather than going alone. Simply follow these steps, and your claim will be submitted in under 5 minutes.

  1. Go to the AirAdvisor homepage.
  2. Enter your airport details (departure and arrival) and click “Check Compensation.”
  3. The prompts will guide you through the information we need to confirm preliminary eligibility. 
  4. We’ll let you know if additional supporting documents are needed after a quick review.
  5. Our experienced team will submit and follow up on your behalf. 

When we successfully negotiate compensation for you, we charge a small percentage, but in rare cases, when a complaint is denied, there’s no fee. 

Don’t waste any timeStart your flight interruption complaint with us today!Check Your Flight

Lufthansa Response Window

A claim related to flight interruptions or baggage takes Lufthansa an average of 8 weeks to respond. As for written complaints, the airline will acknowledge receipt within 30 days and, from there, will respond in no more than 60 days.

Lufthansa Complaints FAQs

How do I contact Lufthansa to complain?

Use a partner like AirAdvisor to complain on your behalf. We have an enviable success rate and have helped over 330,000 passengers claim compensation. Otherwise, using the Lufthansa complaints form online is the best way to get in touch.

Does Lufthansa ever issue refunds?

Yes, when a flight is cancelled unexpectedly and without 14 days' notice. Lufthansa is required to either book you on a new flight free of charge or refund your full ticket price.

Does Lufthansa offer live chat?

Yes, and this option is generally preferable to contacting the airline by phone. The chatbot is called “Elisa,” and if the bot can’t resolve your issue, you’ll be passed on to chat with a live customer service agent.

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Complaints

Raul Ekblad

Technical problems

Oct 7, 2024
We are extremely disappointed, and expect fair compensation for our ruined trip. The technical error with the aircraft caused us to miss our daughter's engagement reception which was the reason for our trip! After we had already boarded the flight in Frankfurt, they announced that there was a technical issue with the plane. We waited on the airplane for a while, until they eventually evacuated all the passengers and told us that the aircraft wouldn't be able to leave due to a technical problem. We were told we'd have to wait for 24hrs for the next scheduled plane to take us to our destination. This caused a significant problem in our travel arrangements, as we missed a full day of our only 5-day trip and we missed the engagement reception of our daughter. In addition, we had to make arrangements to reschedule travel plans in our destination, which caused significant trouble to our hosts and other guests of this trip.
Edward Mateko

No reason given

Oct 7, 2024
Missed my connecting flight due to flight delay in Birmingham to Frankfurt .Arrived on 4th October 2024 at 22.00 and my connecting flight schedules to depart around the same time.i had to spend that evening on the airport chair as well as the whole day the following day 5th October 2024.They then rebooted me another flight departing at 22.05 on the 5th October 2024.So i had to spend 24 hrs in the airport. I was ONLY given a food voucher of 30 Euros,just imagine!!!!!!!.I just ended up buy food and drinks from my own
Petras Geniusas

Oct 6, 2024
I was told my evening LH888 Oct 2 flight was canceled and I and I am getting rebooked for next day flight . I was given vouchers for the hotel and taxi. I waited for the email confirming my rebooking, but did not received any. I came back to the airport next day around 1pm and was rebooked finally.
Petruta Paraschiv

No reason given

Oct 6, 2024
My flight that was at 6:15 am was canceled and I was notified at 7:30 pm the day before. Due to the cancellation I lost the following flight. The airline offered 2 alternative a which were not possible. One alternative was to fly the same day but change airports and arrive at my final destination more than 4 hours after the original arrival time. The second alternative was to fly one day later however, I am unable to fly during work days (my original flights were in a sunday). In the end I rebooked the flights one week later. This incident impacted several medical appointments and people relying on me arriving on the destination. the worst thing is that now I am arriving 1 week later than planed.
Janne Kataisto

Problems at airport

Oct 5, 2024
The disruption came on at Frankfurt Airport, the plane arrived early so I thought great, 1st time connecting flight and I'm going to have extra time to find out where I'm going. Well, no, there was already an aircraft at the gate we were going for still boarding and loading luggage in cargo. The pilot then announced there would be a slight delay and he would wait for more information on what they were going to do this was about 8:10 (German time) and there were others having connecting flights on the plane as well and I spoke with them while waiting to get off (they were heading to Madrid and Stuttgart). At about 8:20 or there abouts the pilot announced that he would park the plane on remote bays and would have to get stairs and buses over. The last time I looked at the time was around 8:43 on the plane still, while my flight was boarding according to the Lufthansa app at 8:45 and Gate closes at 9:00. We then got off the plane and on to the bus, the bus took a long route over to the other side of the airport and we all got off rushing to get to our next departure gate. We got off around Gate A50? I then started running to get to my Gate B13. I had to go through passport control, they put me in line with non-eu passports and the queue was massive so I waved attendant around and he said he don't care about the connecting flight but if I have EU passport I can use that lane, which I do have EU passport, so I got though quickly, carried on running and got to gate B13 at 9:04 to be told the flight had gone. The 2 people at the desk then told me the next flight would 14:00 and it only has 9 seats and they are middle seats only... I accepted to take one as I was in rush to get in to Finland for a family outing on the day followed by my grandads funeral the following day. After knowing that I missed the flight I then had to rearrange my car rental time pickup by calling them from my mobile phone, cancelling my meeting with my family as I would arrive late and then after catching my breath and cooling off from the run I did, I went to get some water from a shop at the airport which was expensive damn 5,75 euros for a litre of water? So I chose not to eat until I get to Finland. The Rebooked Email is timed at 8:11, which in German time is at 9:11, the original flight departure time is 9:15. I was in Finland in Helsinki at the car rental place 4 hours later than originally planned, I also arrived at my accommodation in Viiala around 20:00 instead of the planned 16:00.
Corina Rosoga

No reason given

Oct 3, 2024
The flights were canceled, we have been rebooked to another flight next day, arrived to final destination Bucharest more then 24 hours late. The personal at the office told us to manage by own regarding the hotel, transport and meals and promised reimbursements and compensation.

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