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Lufthansa Lies That Can Cause Security Breach
Posted by on
SAN FRANCISCO, CALIFORNIA -- On November 9, 2008, Lufthansa Canceled their San Francisco to Frankfurt flight around 3:00 pm. (Just writing from memory, it was supposed to take off around 2.15 pm).

Then after keeping everyone standing in line at their counter upwards of THREE HOURS (STANDING OF FOOT -- no exaggeration), they called my name, not from the counter, but around the corner from departure floor -- around 6:40 pm (3 hours, 40 minutes standing on feet).

A very rude female Lufthansa Employee pointed to some luggage and demanded that I pick mine up! (I had already checked in two pieces, each over 50 lbs and had Lufthansa Checked in tags). It was physically impossible to have picked them up.

When I asked for a luggage cart, she said "you go get them... Then having finally reached my turn really close to the counter, I went to process my ticket (passed 6:40 PM), then paid $4.00 for a luggage cart that Lufthansa was too cheap to obtain, or too dumb and condescending to know ...

At the luggage cart stand, an airport security on bicycle approached and asked what I was doing. Turns out the LUFTHANSA Lady HAD LIED TO AIRPORT SECURITY ABOUT UNATTENDED LUGGAGE ( I had LH checked in Tags, plus both pieces had my name address and telephone number).

By the time I went back to retrieve my luggage, about a dozen Uniformed Airport Security were around them. Security Level was intermittently announced as Orange! Just because of her {willful & irresponsible Lufthansa employee] lie, security was tied up attending 2 pieces of luggage that were checked into Lufthansa already.

Heaven forbid, a couple of irresponsible employees who lie through their teeth, in a real security situation can put the whole Airport and the public at real danger...

Lufthansa has been dragging their feet with this complaint that I made in December 2008, after returning to the US.
     
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Anonymous on 2009-01-27:
LH too dumb to get you a luggage cart.... but you left your luggage unattended.... pot calling the kettle black I'd say.
Anonymous on 2009-01-27:
LMAO! If the OP left his luggage to get a cart at an El Al counter, the last he'd see of it would be a ZAHAL robot blowing his scivvies to the Heavens.
Ben There on 2009-01-27:
How do you that the Lufthansa employee called the security team? Many people freak out when they see unattended luggage and could have called security.

Also, I have never seen an airline that pays for luggage carts because passengers can't carry personal belongings. How did you carry them into the airport, and how were you expecting to carry them out?
baalavi on 2009-01-28:
In this neck of the woods once the LUGGAGE IS CHECKED IN, it is considered the Airlines' responsibility to care for it.

If the luggage were lost, destroyed, damaged ... it would have still been considered the AIRLINE RESPONSIBILITY. I had my "checked in luggage receipts".

The LH employee said it herself that she'd call the security for unattended luggage. Perhaps one could consider that okay. I do not. If LH had not accepted the luggage, it would have been a different story. But once the Airline accepts the luggage, if they dumpt it on the Airport, then KNOWINGLY call the security to report it as "unattended", IN MY BOOK THEY (in this case LH) ARE LYING. Perhaps some could come up with better terms for it than LIEing.

The proper thing BTW, which has been the case and my experience in the past would have been for LH to forward the luggage to the new route and carrier in a timely manner.

Whichever of you who think taking 3-4 hours for such rudimentary procedures is OK, well, I hope you may some day have the experience of it, then come back and share your praise for the one who stood you with the rest.

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StarStarStarStarStar
Excellent Airline
Posted by on
Rating: 5/51
I flew to Germany several times on Lufthansa and found them to be one of the best in the business in all categories, from booking the ticket to the destination without a hitch, I just wish they would ditch United Airlines.
     
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Anonymous on 2012-05-13:
LH can't "ditch" UA. Both airlines are founding members of the Star Alliance and share justice department anti trust immunity crossing the Atlantic. Lufthansa has consistent service... fewer of the middle aged grumpy f/a's.
Churro on 2012-05-13:
I agree Lufthansa rocks and UA bites.
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Reimbursement for lost luggage expenses
Posted by on
My luggage was delayed during my recent trip to Europe. It got Lufthansa over a week to deliver it to me (it was Christmas and the big mess with snow in Frankfurt am Main). To cut the story short, I followed the steps published on Lufthansa website and applied for reimbursement of incurred costs (toiletries, clothing etc.). About a month later I had a check in mail for the entire amount claimed. All is well that ends well.
     
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Alain on 2011-06-30:
With the many complaints about airlines and baggage it's nice to see someone took the time to do a compliment for an airline doing the right thing. Thanks!
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Lufthansa--Poor, Poor Service, Please Read
Posted by on
EAST MEADOW, NEW YORK -- I'm waiting to see whether Lufthansa will keep ignoring my letter, sent 3 weeks ago. After their flight arrived late (from Geneva to Munich, July 10th), I had to sleep over in Munich and catch their flight to Chicago the next day. The ticket agent told me she'd reserved a room at a Sheraton, then barely caught up with me on my way down the elevator to say they were booked full, and I'd be at the Holiday Inn. The next day, I flew from Munich and watched everyone around me enjoy movies...while the monitor in the seat in front of me wouldn't work for the next 8 or 9 hours. No music, no movies, no nothing. You'd think they would want to reply to my letter. Some sort of token of their regret. We'll see.

I tried to get their phone and/or email for Customer Relations (on their site), but the links don't seem to work there. Try it: http://www.lufthansa.com/us/en/Contact-via-E-Mail?contactChannelIndex=1
     
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chiraz salhi on 2011-05-24:


My Parents had the worst possible service at the Lufthansa checking ticket counter today on May23 2011 from Dulles Airport to Germany at 5:45 and the agent name was Birgit.

My parents and I Were standing on the line for over an hour waiting to be checked in but the line was moving very slowly so they decided to add another line but it didn't help because agents were calling people from the second line so people who came thirty minutes after us had been checked in before so a customer complained about that. My parents and I didn't really worry about it until we were called by Brigit the ticket counter agent who wasn't friendly and didn't greet us properly.I handed her my parents's passports and the tickets she told me I don't think that are going to make it the boarding will be in 10 minutes.I explained to her that we were on line for over an hour and it's 5:09 now so I think they will make it she kept on arguing and said to me can they run because it will take them 30 minutes to get to the gate I was getting upset because in reality she was the one waisting our time she had printed the wrong boarding passes and walked out without explanation and was talking to her coworker while we were standing when she came back she was mumbling,making faces and kept on arguing saying I don't think they can make it at that point I was very upset my parents were worried she had created a situation that it wasn't necessary.Your agent was nonprofessional,rude and VERY unhelpful.My family and always flu with Lufthansa and we WON'T anymore we don't need Lufthansa specially when customer service is under other airlines standards.I've seen Brigit before acting the same way and she checked me before with the same attitude and let it go but today enough was enough. I will NOT BE FLYING MY PARENTS or MY FAMILY WITH LUFTHANSA ANY MORE IT'S THEIR LOSS NOT MINE
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Poor customer relations
Posted by on
Ever since Lufthansa allied with United (the worse airline in the skies) they have dragged themselves down to United’s level.
Yesterday I made a reservation from Los Angeles to Frankfurt, Germany the flight I would have liked was $1,222.00 so I booked a later flight for $954.00. Today the flight I wanted is $954.00 so I called Lufthansa and ask if I could change to the earlier flight. They told me there would be a charge to make the change of $250.00 per ticket because it was just over 24 hours. I spoke to supervisor, Dave and he said there was nothing he could do because these rules are made with their alliance (United once again). The tickets are non refundable so I am stuck this time. However I have been flying Lufthansa every year that I have gone to Europe for at least the last ten years but this will be the last time I ever fly Lufthansa. I haven’t flown United for about 15 years since the last time they screwed me so it will be the same with Lufthansa.
     
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Ytropious on 2010-08-06:
This is extremely common, non refundable tickets are CHEAPER because you can't change your mind! You wanted to buy a non refundable ticket but then pounce on a cheaper fair in 24 hours. That just isn't how it works, not just with Lufthansa but any airline. You buy non refundable, you get non refundable.
Weedwhacked on 2010-08-07:
Why would the exchange fee not apply to you? It applies to everyone else. If you buy a refundable ticket then it would be free to reissue.
Lost in stupidity on 2013-08-07:
I agree with these other two comments. Outside of the 24 hours the ticket is non refundable, doesn't matter if it is a minute or 3 hours.
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Items stolen from luggage
Posted by on
My daughter recently flew on Lufthansa from the USA to where we live here in Turkey. After numerous delays (caused partly by the weather and so not entirely Lufthansa's fault) her luggage did not arrive with her, but was delivered to our apartment the next day. Three digital cameras which her mother had ordered as Christmas gifts were not in the suitcase when it arrived. Inside the suitcase were documents indicating that it had been opened for inspection by both the TSA in the States and by security in Munich. We have filed a complaint with Lufthansa, but have not heard a word from them. Their customer service lines both here in Istanbul and in the States are constantly busy. If something like this has happened to you, how did you resolve it? BTW, the credit card with which she purchased the cameras doesn't cover items in checked baggage.
     
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Anonymous on 2009-12-30:
It won't likely be resolved. You are told at many levels not to pack valuables in checked baggage, and the airlines disclaim any responsibility if you do. You'll probably have to write this off to a learning experience.
SteveWiginowski on 2009-12-30:
I think your complaint is against TSA, not Lufthansa. You said that both TSA security in the US and Munich went through your bags, not Lufthansa.
Class Advocate on 2009-12-30:
Did you buy insurance?
Ben There on 2009-12-30:
It sounds like TSA or German security officials took the items, not Lufthansa employees. The airline has no control over what happens to the bags when they turn them over to government officials. This is why they tell you not to pack valuables in luggage - they clearly state cameras are not covered.
Anonymous on 2009-12-30:
You won't be getting any compensation. The airlines will say that you can't prove it was them.
MRM on 2009-12-30:
Your daughter has now learned her lesson not to put valuables in the check-in luggage.
Anonymous on 2009-12-30:
When you fly from one country to another, your baggage, as well as your body MUST pass through customs. It is possible customs confiscated the cameras, which they are entitled to do IF that item is on the restricted import list.

As stated above, you are told more than once NOT to pack valuables in checked luggage. Blame yourself.
Anonymous on 2009-12-30:
Crazy again.....proof that 2 entities went through this luggage (ppwk saying they did) but yet you blame the airline which you have no proof even opened the bag. You people writing these claims need to think before you start blaming.
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Excess baggage fee extortion
Posted by on
FRANKFURT -- Lufthansa's check-in counter in Dubai, operated by Dnata weighed 5 bags, with weights of 24, 28, 33, 33 and 20 kg on a recent flight from Dubai to Europe. The Dnata agent stated 'you are 95 kg overweight and the charge is 20euro per kg," made out a bill and held one of our tickets until we paid the fee. Lufthansa at the destination location would only say, "how do we know you have not changed the contents of your bags." and refused to make any effort to assist in recovery of the overcharge. According to Lufthansa's web page, the limit out of Dubai is 32 kg. The per kg excess baggage charge is stated as 20euro/kg.

Unfortunately, this is only one of many bad experiences with Lufthansa. They have guaranteed seating assigments and then changed them without informing me. Their food service - sandwiches in open containers out of Dubai is unsanitary and unsafe.
     
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Eloise on 2009-08-01:
Could it have been the number of bags?
Ben There on 2009-08-01:
I think the OP does not agree with the airports scales. I am assuming that there were two people flying in economy, which would have given them 20kg free allowance, or 40kg (88lbs) for both. Unless the OP was flying with feathers, there is no way 5 bags would have come in under 40K total so there was going to be a lot of excess baggage regardless. I think the complaint is that the OP disagrees with the weight of each bag calculated at the airport. I have a feeling he thinks that each bag weighed less which would have led to less excess baggage fees. As is, he paid 1900 EUR or about $2700 USD.
Anonymous on 2009-08-01:
Ben There is right. On most airlines, when flying economy, you are limited to one check-in bag at 20kg (or sometimes two bags at 20kg each for longer distances). If you try to check in a third bag that only weighs 5 kg, you are charged an excess baggage fee. This is likely what happened to the poster.
Anonymous on 2009-08-01:
"They have guaranteed seating assigments and then changed them without informing me." The only people guaranteed a seat assignment are HON circle members. The Porsche ride out planeside is an indicator.
The complaint about sandwiches is inaccurate, as LH has their food come in a plastic container.
Complaining about the cost of checked luggage would end real quick if you investigated the cost of shipping via courier or www.theluggageclub.com
Eloise on 2009-08-01:
Yet again Ben!
flyalot on 2009-08-02:
Technically, according to the Lufthansa web page, flights into and out of Dubai are allowed 32kg/bag - 2 bags per customer. The 20kg limit is for other routes.
The extra bag was not stated as the problem by the Dnata/Lufthansa agent. Only the extra weight.
Ben There on 2009-08-02:
Actually, the weight is 20kg per person. The restriction on 32kg that you mention refers to the maximum amount allowed for any one bag for select cities and countries including Dubai, Brussels, Australia, Cape Town, etc... It seems like you actually got to fly with 2 bags that they could have forced you to ship as cargo instead. Maximum allowed per bag does not equal the same thing as what you can bring for free. All the details are here: http://www.lufthansa.com/online/portal/lh/us/info_and_services/baggage?nodeid=1769603&l=en#ancN65539
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Where's the Customer Service? Rude Miles and More staff!
Posted by on
My first flight on Lufthansa from Brussels-Frankfurt-Singapore and here's my review:

1) Seat is uncomfortably hard and not easy to even catch a nap on.

2) My pull-out table cannot be deployed and I had to eat while balancing the food on my lap.

3) This is a long flight and there's no personal entertainment system and it was impossible to watch anything on the small shared TV from my first row without spraining my neck!

4) The fare is equal to or more expensive than other airlines offering superior services e. g. Singapore Airlines, BA, Quantas or SAS.

5) Lastly, there is no number for you to contact Lufthansa for providing customer feedback. I wonder how serious they value customer feedback. I had to write and fax my feedback to them and it's been a few days. I can only hope to hear from them (I will provide an update here once I hear from them).

The only positive note on my trip is the crew. They were pleasant and nice, comparable to Singapore Airlines.
     
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Buddy01 on 2009-07-29:
I found these numbers on Seat Guru. Maybe they will help.
Miles and More (from U.S.):
1 800 581 6400
Miles and More (from Germany):
Also, direct to a human 1-800-399-5838, but not sure is this is customer service or just reservations.
01805 59 59
Buddy01 on 2009-07-29:
I goofed a bit in my editing. The site will not let me edit again. 01805 59 59 is the Miles and More number from Germany.
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No Meals Provided On An 8 Hour Flight
Posted by on
MUMBAI -- My Husband and I flew on Lufthansa Flight no LH 756 from Frankfurt to Mumbai on 30th July 2008. While boarding the flight an announcement was made that meals would not be provided to Economy Class passengers.

Can you imagine an 8 hour flight without meals? Lufthansa feels a couple of juices should suffice. We may have paid less for our tickets than Business class, but we are humans too.
People travellingw with children had the hardest time.

If the airline was unable to provide meals why was it not announced earlier so as to allow us to arrange food from airport restaurants?

We are absolutely disgusted with Lufthansa and will never recommend it to any friends.
     
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yoke on 2008-08-02:
You assumed there was going to be food on the flight. When you bought the tickets did you ask? What did your iterneiry say?
tnchuck100 on 2008-08-02:
Assuming there would be a meal on an 8 hour flight is NOT unreasonable. Lufthansa should have made this known when the ticket was purchased. The OP should not have had to ask.
Anonymous on 2008-08-02:
Most flights that long do offer snack (sandwich) or meal service. In this day and age of cost cutting/money savings the airlines should make it clear when a ticket is purchased whether or not meal service is provided. They sure had no problem letting us know they were going to start charging for checked luggage.
Ryan84 on 2008-08-02:
I thought US Airways was bad. My wife and I recently went to Hawaii for our honeymoon. 2 6 hour flights and the only food available was for purchase. We learned our lesson after the first 6 hour flight with no food and bought some at our layover in Phoenix for the next 6 hour flight.
madconsumer on 2008-08-02:
on most airline tickets, it states on them somewhere, whether meal service is provided.
Nohandle on 2008-08-02:
Yes an itinerary will state whether meals, snacks etc. are provided. On an 8 hour flight I would think a meal would be a given. OP you didn't mention if food was available for purchase or not. I've found even on domestic flights if connecting flights are close it's not always possible to purchase food in the terminal. My biggest gripe is when there is no food available even for purchase.
Ben There on 2008-08-02:
Lufthansa ground and cabin staff have been on a rolling strike, so chances are your plane was just not catered. They should have told you earlier, but they probably didn't know that catering was going to pick that particular fligth to strike till it was just before boarding time. If half the plane ran off to get food an hour before the flight, that is only 15 minutes before boarding so they didn't want to risk a delay. That is a really long flight without any food, though.

Lufthansa is a full service airline and normally offers free meals in economy on many short haul and all long haul flights.

Send an email to Lufthansa customer service and I bet you will get a coupon or something like that.
familytravel on 2008-08-02:
The travel itinerary will usually describe what in-flight beverage/food services will be provided. If that information wasn't available, I would have called the airline and asked what, if anything, would be served on the flight.
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Unfriendly Lufthansa Flight
Posted by on
FRANKFURT-SFO FLIGHT, CALIFORNIA -- Dear sir/madam
I have come to usa -Sanfrancisco as a tourist from india -Dehli on 25th nov.07 by Dehli-Frankfurt Lufthansa flight and United Airlines UA901 from frankfurt to sfo. I had chosen Lufthansa this time thinking it is a high standard airline caring decently the customers and my journey will be comfortable and enjoyful.M y dream of enjoyful travelling vanished during the journey especially from frankfurt to sfo due to No Customer Care AND air Hostess rude smiles.

It was a journey of 24 hrs including 7 hrs waiting at frankfurt .Ihad requested for a indian non-vegetarian food and it was confirmed to me as Asian food/hindu meal with non-veg chicken atthe time of booking tkt as well as at checking time.Iam unable to understand why food served was hindu vegitarien meal.When I asked air Hostess where is chicken ,there was no reply . I refused to take food .There was no concern to the airhostess .She told me you have to be without food for 9 hrs journey .Idon't understand the behaviour and the humanity lost by the flight staff ,at least she could bring something or pacify me .I was so much tired of the journey and the way the food service was dealt,Iaked for a can of bear,the air Hostess asking me 5 dollers.what is this.After spending so much money for the air tkt ,you have to pay for a small drink .I decided not to travel by luft hansa/United Airlines any time in future.I felt regret and cheated to take this airline. I may think of other flight even I have to pay a little more.The Lufthansa flight timings are very odd from dehli which is at 3.00 AM .
I hope something on the Hindu meal (non vegetarian ) to be focussed ,the air line should understand what customer desires,and it should be clear .Also there should not be any charge for a drink for passengers travelling a long journey .
sp mago
spmago@hotmail.com
     
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Anonymous on 2007-12-04:
I hope you didn't let this minor incident ruin your visit to the Bay Area.
killerklown on 2007-12-04:
lol @ "can of bear".

Sorry your flight sucked.
Pomona Guy on 2007-12-04:
Why did you want to visit San Francisco? Are you a homosexual?
Anonymous on 2007-12-04:
LOL!! PG long time no see!
Pomona Guy on 2007-12-04:
I usually can't use my3cents during the day anymore, but I read it at night.
Anonymous on 2007-12-04:
Hey PG, good to see you online again!
Principissa on 2007-12-04:
This was hilarious! Do you do stand up? "can of bear" PRICELESS! If you'll excuse me, I'm going to go eat my teriyaki chicken and drink a BEER!
jktshff1 on 2007-12-04:
PG....LMAO!!!can I use that?
jktshff1 on 2007-12-04:
if you are that picky about what you eat, bring your own.
last 40 times I've flown, (first class excepted) I had to pay for my alcoholic drink..and did tip the attendant.
maybe a pacifier would have put you to sleep for the flight.
Anonymous on 2007-12-04:
LOT (Polish Airlines) does not charge for alcoholic beverages. At least, not on my flight from Warsaw to Chicago.
jktshff1 on 2007-12-04:
do they have flights in the US?
2inform on 2007-12-04:
It's not common practice (or at least it wasn't)for passengers to pay for drinks on international flights.

PG's comment to mago has nothing to do with mago's complaint, not to metion it being rude and judgemental.

mago should have eaten the dinner without the chicken and then complained (as mago did). Unfortunately that's how it works sometimes on international flights.
Anonymous on 2007-12-04:
LOT does fly from Frankfurt to the U.S. (including San Fran)

jktshff1 on 2007-12-04:
Mago, all in all a good post. Just shows you should read the fine print or ask if you can't find the answer.
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