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Lufthansa Complaints: Contact Number, Email, and Form

Lufthansa Complaints: Contact Number, Email, and Form

Amy Lancelotte
Written By Amy Lancelotte
Last Updated:

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, luggage issues, or other unsatisfactory service, we can help.

In the first three quarters of 2024, according to the UK’s Civil Aviation Authority, only 6 UK261 compensation complaints were opened by UK passengers. This doesn’t include the many European passengers who would have been entitled to file a complaint and the countless others who don’t know that a flight interruption complaint can lead to compensation of up to £520 (€600).

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 the UK, it’s Regulation UK 261/2004; in Europe, it’s called Regulation EU 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 £220 (€250) and £520 (€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 most Lufthansa website pages.

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 luggage 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 420,000 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

Yevgeniy Boiko

Broken baggage, damaged clothes

Mar 22, 2025
Documents Yevgeniy
Documents Yevgeniy
Documents Yevgeniy
confidental
confidental
My luggage was not loaded on my plane. I received it only on the day after. The bottle of wine “Schloss Johannisberg Riesling Rotlack - Kabinett” that was properly packed, was broken when I received and the wine spoiled and damaged presents for my daughter - the dress and coat. Also other things in the baggage were damaged.
Ewan Miles

Influence by other flights

Mar 21, 2025
Our flight from Manchester was delayed so I missed my connecting flight to Prague and had to wait 8 hours till the next flight.
Jovan Srbinovski

Strike

Mar 21, 2025
Lufthansa's only communication option was through their virtual assistant, i.e. a robot, which is not at all useful, and which was very busy due to the situation, etc... To end up with a rebooking option that was completely unacceptable to us, which is a return on 13.03.2025 (which does not correspond to our planned dates at all), even more unacceptable is the option of having a stay at the airport in Bengaluru for 46 hours at the airport!!! Another situation that should be mentioned is that we would stay at the airport for two days, which generates a new problem in terms of visas, as well as staying on Indian territory for two days without any travel and health insurance?! Which means the only option is to accept a refund of the funds, that is, the unused part of the ticket, since the ticket was purchased all at once and half was used, and the rest of the amount, which was actually not used due to the flight cancellation, to be refunded is the only option that you have to accept, whether you want to or not. The funds that are already refunded for two tickets are 633 euros, which are not enough for a single last minute ticket to Malta, which automatically generates new financial problems and a lot of stress and anxiety. We generate new costs of 1697,20 eu for tickets to come back home in Malta Hotel in Dubai 71.64 eu Taxi from airport to the hotel and back to the airport 43.80eu Total=1812euros
Irena Stankovska Srbinovska

Strike

Mar 17, 2025
They informed us 3 days before the flight back, with explanation that there is a strike in Germany. They offered rebooking option,and the earliest was 2 days later,and to end up with a rebooking option was completely unacceptable to us, which is a return on 13.03.2025 (which does not correspond to our planned dates at all,supposed to be in Malta at 11.03.2025), even more unacceptable is the option of having a stay at the airport in Bengaluru for 46 hours at the airport!!! Another situation that should be mentioned is that we would stay at the airport for two days, which generates a new problem in terms of visas, as well as staying on Indian territory for two days without any travel and health insurance?! Which means the only option is to accept a refund of the funds, that is, the unused part of the ticket, since the ticket was purchased all at once and half was used, and the rest of the amount, which was actually not used due to the flight cancellation, to be refunded is the only option that you have to accept, whether you want to or not. The funds that are already refunded for two tickets are 633 euros, which are not enough for a single last minute ticket to Malta, which automatically generated new financial problems and a lot of stress and anxiety. We generated new costs of 1697 euros for tickets to come back home in Malta( only for tickets) plus hotel,food etc, ,and refund was only 633 euros.
Niki Kir

No reason given

Mar 14, 2025
Once the flight was cancelled, I was given an option to rebook another flight. However, the connection from Belgrade to London was in Vienna. I had to wait 3hrs and 40mins in Vienna for my flight to London. In addition, there was a further flight delay in Vienna due to technical issues on the plane. Meaning, the departure was an hour later.
Eniko Toth

Problems at airport

Mar 14, 2025
After 2 hours of waiting already on the plane! They announced that everyone needs to go back.. we were just waiting for take off Not before just there on the plane and they hardly said anything just took us back to the terminal where hardly anyone spoke English to explain us what is happening and what we can do

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