Lufthansa is a Germany-based airline and the flagship carrier of Deutsche Lufthansa AG, a publicly traded aviation group headquartered in Cologne, Germany. Originally founded in 1953, the Lufthansa Group also operates Swiss International Air Lines, Austrian Airlines, Brussels Airlines, Eurowings, Lufthansa City Airlines, and Air Dolomiti, and holds a stake in ITA Airways. Lufthansa has faced recurring customer service complaints in recent years, including long refund wait times, difficulty reaching a live representative, and disputes over flight cancellation compensation.
Lufthansa Airlines Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List. Rate Lufthansa
What you need to know about Lufthansa
Lufthansa is one of the most complained-about airlines. When the airline does respond, it is only to quietly resolve a problem without explanation. Problems range from overcharges on tickets to arbitrary flight cancellation fees as well as being unhelpful with a ticket issue. Lately, Lufthansa has been slow to pay claims to which it has already agreed. Lufthansa messed up this consumers flights. Lufthansa made a booking error, and the customer had to pay. Lufthansa cancelled this customer’s flight and now she is out $1,387.
- Lufthansa’s customer service response times depends on how you contact them, how many inquiries they receive, and the type of issue.
- You can resolve a problem with Lufthansa with our insider guide or through our executive contacts.
- Lufthansa’s customer service policies are standard. Here are our frequently asked questions about Lufthansa.
Lufthansa customer service response times
Lufthansa’s customer service response times can vary depending on the platform and the nature of the inquiry.
| Phone support | Main (Germany): +49-69-86-799-799 Toll-free (US/Canada): (866) 953-2294 Reservations (US): (800) 645-3880 Lufthansa generally responds to phone inquiries within 1 to 30 minutes, though customers have reported extended hold times of several hours during peak travel periods. Note that the (800) 645-3880 number routes to an automated system and does not connect directly to a live agent; for a live representative, use (866) 953-2294 or contact Lufthansa via chat. |
| Email support | Lufthansa generally responds to email inquiries within two to four weeks. Response times for compensation claims may be longer and can exceed 30 days during peak periods. For written feedback or refund requests submitted via the online form, allow up to two weeks from receipt. Lufthansa’s Customer Service Plan requires that refunds be issued within seven business days for credit card purchases and within 20 business days for cash or check purchases, once a refund is approved. Email customer.relations@lufthansa.com. |
| Live chat support | Lufthansa’s chat assistant is available 24/7 via the Lufthansa website and mobile app. The chat assistant handles booking management, flight status, rebooking, and refund requests. A live agent may be requested through the chat, though availability is not guaranteed and wait times vary. Lufthansa recommends the chat assistant as the fastest way to manage bookings online. |
| Social media | Lufthansa is active on Facebook, X, Instagram, LinkedIn, YouTube, and TikTok. Response times can range from a few hours to a few days depending on the platform and the inquiry’s complexity. For urgent or booking-related issues, social media is not recommended as a primary contact channel.Access Lufthansa’s social media here. |
| Help center/FAQ | Lufthansa’s help center provides information on booking management, cancellations, refunds, baggage, check-in, special assistance, and flight status. The Chat Assistant is integrated directly into the help center for immediate support. |
How to solve a problem with Lufthansa
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.Lufthansa mailing address
Von-Gablenz-Straße 2-6
Cologne, Germany 50679
Lufthansa loyalty program
Lufthansa’s Miles & More loyalty program is operated by Miles & More GmbH, a subsidiary of the Lufthansa Group. Members earn miles on flights with Lufthansa and partner airlines across the Star Alliance network, as well as through hotel stays, car rentals, and other partner services. Miles can be redeemed for award flights, upgrades, and other travel benefits. The program offers four membership tiers — Member, Frequent Traveller, Senator, and HON Circle — each with increasing benefits such as priority check-in, lounge access, and additional baggage allowances.
Lufthansa social media channels
Lufthansa executive customer service contacts
Primary Contact
Dieter Vranckx
Chief Commercial Officer
Von-Gablenz-Straße 2-6
Cologne, Germany 50679
dieter.vranckx@dlh.de
Chief Executive
Carsten Spohr
Von-Gablenz-Straße 2-6
Cologne, Germany 50679
carsten.spohr@dlh.de
Should I contact the executive contacts directly?
Before contacting a Lufthansa executive, we recommend sending an email to customer.relations@lufthansa.com. You will then receive a reference number or feedback ID. Once you have received this reference number, if the matter is not resolved you can refer to this in your correspondence with an executive. While the executives do read their emails, they are often very slow to respond.
Who founded Lufthansa?
Lufthansa was originally founded in 1953, building on the legacy of an earlier Lufthansa company founded in 1926. The modern Lufthansa was established by the German government.
How do I contact Lufthansa by phone?
You can reach Lufthansa by calling (866) 953-2294. If you have a hearing impairment call 711 and (866) 953-2294 for TRS assistance.
How do I communicate with Lufthansa?
Contact Lufthansa by calling (866) 953-2294 or connect via web chat.
Does Lufthansa provide a credit if the ticket is canceled?
Canceling a nonrefundable ticket with this airline will not result in a credit but only a refund based on the fare rules, which may only be some of the taxes and fees. Changes to the ticket should be made (if the fare allows) before departure rather than canceling.
What is Lufthansa’s customer service number in Germany?
Lufthansa’s general customer service number in Germany is +49-69-86-799-799.
What is the phone number for Lufthansa special services?
If you require special assistance, call (866) 953-2294.
Where is Lufthansa located?
Lufthansa’s headquarters is located in Cologne, Germany.
What language is spoken on Lufthansa Airlines?
Lufthansa Airlines primarily uses English and German, but crew members may speak additional languages depending on the route and destination.
Can you get a refund on a nonrefundable airline ticket with Lufthansa?
When purchasing a nonrefundable fare, note that only the taxes and fees associated with the fare are eligible for a refund.
Does Lufthansa have refundable tickets?
Lufthansa offers two types of ticket options: refundable and nonrefundable. The refundability of your ticket depends on the fare type you choose.
How can I manage my Lufthansa booking?
Log into your Lufthansa account or use the my bookings section on the website or mobile app to make changes, select seats, or add services
How do I request a refund for my Lufthansa flight?
To request a refund, visit the Lufthansa website, go to the “refunds” section, and submit a claim form. Refund eligibility depends on the type of ticket purchased.
Lufthansa customer service policies
What are Lufthansa’s terms of use for its services?
Lufthansa’s terms of use define the legal framework for accessing its website, mobile app, and other digital platforms. It includes guidelines on permitted usage, intellectual property, and liabilities.
What is Lufthansa's privacy policy?
Lufthansa’s Data Protection Information describes how Deutsche Lufthansa AG collects and processes personal data — including name, contact details, payment information, and frequent flyer data — when passengers book flights or use Lufthansa’s website, app, and chat services. Data is processed in accordance with the EU General Data Protection Regulation (GDPR) and used for booking management, service delivery, fraud detection, and personalised communications. Data may be shared with Lufthansa Group companies, third-party service providers, and government authorities as required by law. Passengers have the right to access, correct, or delete their data by contacting Lufthansa’s Group Data Protection Officer at datenschutz@dlh.de.
What is Lufthansa's refund policy?
Lufthansa’s cancellation and refund policy allows passengers to cancel a booking and request a refund online through “My Bookings” or via the Lufthansa Chat Assistant. Refund eligibility depends on the fare type purchased — refundable tickets are returned in full; nonrefundable fares generally allow a refund of taxes and fees only. For eligible refunds, Lufthansa processes credit card refunds within seven business days and cash or check purchases within 20 business days. If a flight is cancelled by Lufthansa, passengers are entitled to a full refund of the ticket price regardless of fare type.
Lufthansa self-service links
How can I check my travel and booking status with Lufthansa?
Lufthansa offers an easy-to-use online tool to check your travel and booking status. Simply enter your booking code and last name on the website to access real-time updates on your reservation.
How can I rebook my Lufthansa flight?
You can rebook your Lufthansa flight online through the my bookings section. Flexible rebooking policies may apply depending on your ticket type. Visit the website for detailed instructions and eligibility criteria.
How do I cancel a Lufthansa booking and request a refund?
Lufthansa provides an online cancellation tool where you can manage your booking and request a refund if eligible. Specific cancellation policies vary by ticket type and fare conditions.
How do I check in for my Lufthansa flight?
Lufthansa offers multiple check-in options, including online check-in, mobile check-in, and airport kiosks. Online and mobile check-in open 23 hours before departure.
What should I know about boarding Lufthansa flights?
Lufthansa organizes boarding in zones to streamline the process. Make sure to check your boarding pass for your assigned zone and arrive at the gate on time to ensure a smooth boarding experience.
Where can I find information about Lufthansa's baggage policies?
Lufthansa’s website provides comprehensive information on baggage allowances, excess fees, and restricted items.
How does Lufthansa support accessible travel?
Lufthansa offers special assistance for passengers with reduced mobility or specific needs. Its dedicated accessible travel page provides detailed guidance on requesting support services, including wheelchair assistance and onboard accommodations.
What is Lufthansa's environmental cost surcharge and do I have to pay it?
As of January 1, 2025, Lufthansa Group applies an environmental cost surcharge of between €1 and €72 per ticket on flights departing from EU countries, the UK, Norway, and Switzerland. The surcharge covers costs related to compliance with sustainable aviation fuel mandates and emissions trading regulations. It is applied at booking and shown as a separate line item. Flights originating outside these regions are generally not subject to the surcharge.
How do I claim EU flight delay or cancellation compensation from Lufthansa?
Under EU Regulation 261/2004, passengers on flights departing from EU airports (or arriving on EU-based carriers) may be entitled to compensation of €250 to €600 per person for delays of three or more hours caused by the airline, or for cancellations without sufficient advance notice. Submit a claim through Lufthansa’s passenger rights page at lufthansa.com/us/en/passenger-rights. If Lufthansa does not respond within a reasonable time, you can escalate to the German arbitration board (Schlichtungsstelle für den öffentlichen Personenverkehr, or söp) at lufthansa.com/us/en/passenger-rights#arbitrationboard.
How long does Lufthansa take to process a refund?
Lufthansa states that refunds are generally processed within seven business days to the original payment method, though customers consistently report longer actual wait times of several weeks. If you have not received your refund within 14 business days, contact Lufthansa customer relations at customer.relations@lufthansa.com with your booking reference. If unresolved, escalate to the executive contacts listed on this page or contact our advocacy team.
How to get professional help with your Lufthansa Airlines problem
If you need help with Lufthansa Airlines, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
What do you think of Lufthansa?
Submit your review | |
Worst flight experience of my life. Had my flight rebooked 3times and for 4 days, zero answers on their phone, no emails. Just a message that we were rebooked, their "ai" bot is useless, tried rebooking to another flight because i have work to do and it just keeps on booking the same one after 10 tries. They dont care at all about their customers. Worst airline ever, absolutely horrible.
