LA
Lufthansa Airline
Unclaimed Business
LA
Lufthansa Airline
Unclaimed Business
10 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Lufthansa Airline receives overwhelmingly negative feedback from South African travellers. The most persistent complaint involves unpaid compensation and reimbursements, with multiple passengers waiting months without resolution despite providing required documentation. Customer service is described as unresponsive, with non-functional phone lines and emails leading to dead ends. Additional grievances include poor in-flight service on the Johannesburg route, excessive baggage charges, unresolved damaged luggage claims, and staff at OR Tambo lacking knowledge of frequent flyer benefits. Passengers express deep frustration and a strong reluctance to fly Lufthansa again.
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#9
in Travel & Vacation
NPS Score
-100
Recommended: Unlikely
Review Distribution
1.1|10 Reviews
May '25 - Apr '26
5(0%)
4(0%)
3(0%)
2(11.1%)
1(88.9%)
5(0%)
4(0%)
3(0%)
2(11.1%)
1(88.9%)
Frequently Asked Questions About Lufthansa Airline
Based on recent customer reviews, this business delivers a consistently strong customer experience anchored by outstanding agent quality and rapid communication. Customers frequently name individual consultants and praise their friendliness, patience, and professionalism. Recurring praise is given to claims and roadside assistance, though a vocal minority report frustrating delays, rejected claims, and poor transparency around premium increases.
Hellopeter's TrustIndex is a 0–10 score based on review star ratings, reply speed, and recent activity over the last 12 months. How is the TrustIndex calculated? →
Recent reviews (10)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceLD
Lungile D
1 reviews | Active since Jan 2020
18 Jan 2026, 20:38
Bad service
I missed my flight to madrid from munich 20:55 departure by mere 5 minutes reason been the was a huge delay at passport control which was beyond my control. The was a long queue with only 2 immigration officers, which took me more then 45 minutes to be cleared . I went to helpsesk and i was told theres nothing they can do. I am definitely not flying with you again if this is how you treat your clients
Helpful (0)
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Lungile D
1 reviews | Active since Jan 2020
18 Jan 2026, 20:38
Bad service
I missed my flight to madrid from munich 20:55 departure by mere 5 minutes reason been the was a huge delay at passport control which was beyond my control. The was a long queue with only 2 immigration officers, which took me more then 45 minutes to be cleared . I went to helpsesk and i was told theres nothing they can do. I am definitely not flying with you again if this is how you treat your clients
0
Replies (0)MS
Megan S
1 reviews | Active since Jan 2020
10 Jan 2026, 07:47
Worst Airline Ever
Flight from FRA to JHB LH572 Worst in-flight service ever and the food was old and rock hard. and when I said I can't eat eggs, there was NO effort to give me something even crackers. I had told the flight attendant that i can barely fit in my seat and she said some passengers did not arrive so she would reseat me, but she never did. lufthansa is by far the WORST airline to fly on and I will make sure I tell as many people across as many social media platforms.
Helpful (0)
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Megan S
1 reviews | Active since Jan 2020
10 Jan 2026, 07:47
Worst Airline Ever
Flight from FRA to JHB LH572 Worst in-flight service ever and the food was old and rock hard. and when I said I can't eat eggs, there was NO effort to give me something even crackers. I had told the flight attendant that i can barely fit in my seat and she said some passengers did not arrive so she would reseat me, but she never did. lufthansa is by far the WORST airline to fly on and I will make sure I tell as many people across as many social media platforms.
0
Replies (0)CE
Clive E
1 reviews | Active since Jan 2020
3 Nov 2025, 09:54
Crazy overweight charges
Unreasonable overweight charges. My sons luggage weighed 32Kg instead of 23Kg , and we were charged ZAR5000 (about USD 290) for the extra 9kg for the one bag. I did complain to the airline, and they insist that we were charged the correct fees for the overweight.
Helpful (0)
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Clive E
1 reviews | Active since Jan 2020
3 Nov 2025, 09:54
Crazy overweight charges
Unreasonable overweight charges. My sons luggage weighed 32Kg instead of 23Kg , and we were charged ZAR5000 (about USD 290) for the extra 9kg for the one bag. I did complain to the airline, and they insist that we were charged the correct fees for the overweight.
0
Replies (0)FC
FAITH C
1 reviews | Active since Jan 2020
23 Oct 2025, 15:04
Passenger compensation
Passenger compensation not paid out in over 4 months after being delayed at frankfurt airport on 29 June 2025. My payment was not processed on the day due to system errors. I was at the airport till midnight waiting to be assisted but was told that I will receive an email requesting my bank details. I received the emails from Lufthansa customer care upon which I provided my banking details because they had informed me that the payment cannot be made to my credit card. Since July I have been following up without any response. I then received a response saying a payment had been made into a card with a certain card number. Luckily, when I was at Frankfurt I exchanged numbers with the other passenger who was also delayed. I contacted that passenger and she confirmed that the card number they are quoting is her card. I then asked for her banking details to send to Lufthansa to show the date of the transaction and also to show them that the credit card which they are referring to is not mine. I even copied the other passenger in my emails and she agreed for me to share her bank statement and copy her in emails to Lufthansa. To date I have not received any email or support. It is also difficult for me to phone Frankfurt as I am based in Johannesburg. On 3 occassions I have asked a friend in Germany to call Lufthansa and put me on speaker and I get the same message that I will receive an email requesting my account details. My colleagues in our head office in Germany also contacted Frankfurt airport and were told that due to the summer holidays in Germany there were delays in processing the compensations. Now its winter in Germany and noone has responsed to my compensation and they are insisting. This has been an extermely emotionally distressing period trying to get responses from Lufthansa
Helpful (0)
|Replies (0)FC
FAITH C
1 reviews | Active since Jan 2020
23 Oct 2025, 15:04
Passenger compensation
Passenger compensation not paid out in over 4 months after being delayed at frankfurt airport on 29 June 2025. My payment was not processed on the day due to system errors. I was at the airport till midnight waiting to be assisted but was told that I will receive an email requesting my bank details. I received the emails from Lufthansa customer care upon which I provided my banking details because they had informed me that the payment cannot be made to my credit card. Since July I have been following up without any response. I then received a response saying a payment had been made into a card with a certain card number. Luckily, when I was at Frankfurt I exchanged numbers with the other passenger who was also delayed. I contacted that passenger and she confirmed that the card number they are quoting is her card. I then asked for her banking details to send to Lufthansa to show the date of the transaction and also to show them that the credit card which they are referring to is not mine. I even copied the other passenger in my emails and she agreed for me to share her bank statement and copy her in emails to Lufthansa. To date I have not received any email or support. It is also difficult for me to phone Frankfurt as I am based in Johannesburg. On 3 occassions I have asked a friend in Germany to call Lufthansa and put me on speaker and I get the same message that I will receive an email requesting my account details. My colleagues in our head office in Germany also contacted Frankfurt airport and were told that due to the summer holidays in Germany there were delays in processing the compensations. Now its winter in Germany and noone has responsed to my compensation and they are insisting. This has been an extermely emotionally distressing period trying to get responses from Lufthansa
0
Replies (0)GS
Greta S
1 reviews | Active since Jan 2020
3 Oct 2025, 14:13
Lufthansa: ********, *********, Untrustworth
Absolutely appalling experience with Lufthansa. My flight was cancelled without proper explanation, and I was left stranded for over eight hours. According to their own policies, I was entitled to compensation .. yet despite countless emails and attempts to resolve this through customer service, I have been ignored at every turn. This airline does not honour its commitments, does not uphold its own regulations, and treats paying customers with outright contempt. The level of disregard is beyond unprofessional, it’s dishonest. Lufthansa hides behind false promises, cheats passengers out of what is rightfully owed, and blatantly hopes people will just give up and walk away. If you value your money, your time, or even basic human decency , do not fly Lufthansa. They will smile when they take your money, then vanish when you need them most. Truly one of the worst, most shameful airlines in operation today.
Helpful (0)
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Greta S
1 reviews | Active since Jan 2020
3 Oct 2025, 14:13
Lufthansa: ********, *********, Untrustworth
Absolutely appalling experience with Lufthansa. My flight was cancelled without proper explanation, and I was left stranded for over eight hours. According to their own policies, I was entitled to compensation .. yet despite countless emails and attempts to resolve this through customer service, I have been ignored at every turn. This airline does not honour its commitments, does not uphold its own regulations, and treats paying customers with outright contempt. The level of disregard is beyond unprofessional, it’s dishonest. Lufthansa hides behind false promises, cheats passengers out of what is rightfully owed, and blatantly hopes people will just give up and walk away. If you value your money, your time, or even basic human decency , do not fly Lufthansa. They will smile when they take your money, then vanish when you need them most. Truly one of the worst, most shameful airlines in operation today.
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Replies (0)DN
Dk N
1 reviews | Active since Jan 2020
26 Jun 2025, 17:00
Staff not aware of benefits under their own loyalty program
As a traveler with “frequent traveler status”, one of the benefits under the program include priority boarding. The staff at OR Tambo International Airport have no clue about this. Not even the supervisor was aware of this when I asked to board with economy premium passengers on flight LH 573 on 26 June 2025
Helpful (0)
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Dk N
1 reviews | Active since Jan 2020
26 Jun 2025, 17:00
Staff not aware of benefits under their own loyalty program
As a traveler with “frequent traveler status”, one of the benefits under the program include priority boarding. The staff at OR Tambo International Airport have no clue about this. Not even the supervisor was aware of this when I asked to board with economy premium passengers on flight LH 573 on 26 June 2025
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Replies (0)DS
Dolf S
1 reviews | Active since Jan 2020
23 Jun 2025, 10:35
Lufthanza does not refund as they said they will but instead delays and ignores enquiries.
Lufthansa made an error, which is understandable and forgivable, and undertook to refund E600 on 27 April 2025. Since then, they asked for my banking details 3 times which I sent in text and with the account proof on all 3 occasions. Still nothing paid as yet and no response to enquiries since 18 May.
Helpful (0)
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Dolf S
1 reviews | Active since Jan 2020
23 Jun 2025, 10:35
Lufthanza does not refund as they said they will but instead delays and ignores enquiries.
Lufthansa made an error, which is understandable and forgivable, and undertook to refund E600 on 27 April 2025. Since then, they asked for my banking details 3 times which I sent in text and with the account proof on all 3 occasions. Still nothing paid as yet and no response to enquiries since 18 May.
0
Replies (0)JB
James B
1 reviews | Active since Jan 2020
20 Jun 2025, 09:31
Does Lufthansa have people to assist?
I have signed up for Lufthansa flying club, but the systems will not link my tickets to the club for points. The major challenge is that there is no way to get help from Lufthansa on this - the website directs you to different dead ends? I am not sure if this is purposeful
Helpful (0)
|Replies (0)JB
James B
1 reviews | Active since Jan 2020
20 Jun 2025, 09:31
Does Lufthansa have people to assist?
I have signed up for Lufthansa flying club, but the systems will not link my tickets to the club for points. The major challenge is that there is no way to get help from Lufthansa on this - the website directs you to different dead ends? I am not sure if this is purposeful
0
Replies (0)