Lufthansa is Germany's flag carrier and the flagship subsidiary of the Lufthansa Group (Deutsche Lufthansa AG), a publicly traded aviation group headquartered in Cologne. Reestablished in 1953, the group also operates Swiss International Air Lines, Austrian Airlines, Brussels Airlines, Eurowings, Discover Airlines, Lufthansa City Airlines, and Air Dolomiti, and is taking a 90% majority 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.
Main (Germany): +49-69-86-799-799 Service Center (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. Lufthansa also offers Live Chat with Service Center agents 24/7.
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 days for credit card purchases and within 20 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. Lufthansa says Service Center agents are available via Live Chat 24/7. 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.
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.
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.
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.
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.
Lufthansa's website provides comprehensive information on baggage allowances, excess fees, and restricted items.
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.
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.
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.
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.
Lufthansa customer service policies
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.
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 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.
Frequently asked questions about Lufthansa
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.
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.
You can reach Lufthansa by calling (800) 645-3880. If you have a hearing impairment call 711 and (866) 953-2294 for TRS assistance.
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.
Lufthansa's general customer service number in Germany is +49-69-86-799-799.
Lufthansa's headquarters is located in Cologne, Germany.
Lufthansa Airlines primarily uses English and German, but crew members may speak additional languages depending on the route and destination.
When purchasing a nonrefundable fare, note that only the taxes and fees associated with the fare are eligible for a refund.
Lufthansa offers two types of ticket options: refundable and nonrefundable. The refundability of your ticket depends on the fare type you choose.
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
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.
Disclaimer: Contact information is believed reliable but not guaranteed. Executives change contact details frequently. If an email bounces or a number is wrong, report it immediately. Published February 14, 2015. Updated November 6, 2026.
