Lufthansa Airline
Unclaimed Business
|1|6 Reviews (last 12 months)|This business does not respond to reviews
Lufthansa Airline
Unclaimed Business
|1
6 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Lufthansa Airline is drawing significant criticism from South African travellers, with a recurring theme centred on poor handling of lost and damaged luggage, unresolved compensation claims, and unresponsive customer service. Customers consistently mention long delays in receiving promised refunds, repeated requests for banking details with no follow through, and a lack of accountability when flights are cancelled or disrupted. Frustrations also extend to in-flight service quality, overweight baggage charges, and frequent flyer benefits not being honoured at check-in counters.
Performance(last 12 months):
NPS Score
-100Unlikely
NPS Score
-100
Recommended: Unlikely
Review Distribution
1|6 Reviews
Sep '25 - Aug '26
Recent reviews (6)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceKR
Kim R
1 reviews | Active since Jul 2018
7 Apr 2026, 21:22
Luftansa / Swiss Air Lost My Luggage – No accountability. Absolutely no urgency and no agency!
I had an extremely disappointing experience with Luftansa / Swiss Air. I arrived in Zurich on 22 March with a connecting flight to Geneva, followed by a transfer to Val d’Isère — a destination with temperatures reaching -10°C. Upon arrival, I discovered that my luggage had been lost. I immediately filed a report at the airport and provided my hotel address, expecting my luggage to be delivered promptly. However, no effort was made to get my belongings to me. I was left stranded in freezing conditions with absolutely nothing but the clothes on my back. As a result, I was forced to spend a significant amount of money on essential clothing and equipment just to cope with the weather. This completely disrupted my holiday and caused unnecessary stress and financial strain. After four days with no communication or updates, the only reason I eventually received my luggage was due to friends who happened to be arriving in Geneva .They had to physically go to the lost and found department to retrieve my bag on my behalf — something Lufthansa/ Swiss Air should have handled from the start. I then lodged a formal complaint via the Luftansa / Swiss Air app and email. On 29 March, I received a response stating that they would “contribute” towards my experience. I promptly sent through all required banking details, yet to date, I have received no further communication or resolution. The lack of urgency, accountability, and basic customer service is unacceptable. Being left without luggage in freezing conditions is not a minor inconvenience — it is a serious failure. I am still out of pocket and waiting for a proper response and reimbur*****t. I would strongly caution others when flying with Lufhansa /: Swiss Air based on this experience.
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Kim R
1 reviews | Active since Jul 2018
7 Apr 2026, 21:22
Luftansa / Swiss Air Lost My Luggage – No accountability. Absolutely no urgency and no agency!
I had an extremely disappointing experience with Luftansa / Swiss Air. I arrived in Zurich on 22 March with a connecting flight to Geneva, followed by a transfer to Val d’Isère — a destination with temperatures reaching -10°C. Upon arrival, I discovered that my luggage had been lost. I immediately filed a report at the airport and provided my hotel address, expecting my luggage to be delivered promptly. However, no effort was made to get my belongings to me. I was left stranded in freezing conditions with absolutely nothing but the clothes on my back. As a result, I was forced to spend a significant amount of money on essential clothing and equipment just to cope with the weather. This completely disrupted my holiday and caused unnecessary stress and financial strain. After four days with no communication or updates, the only reason I eventually received my luggage was due to friends who happened to be arriving in Geneva .They had to physically go to the lost and found department to retrieve my bag on my behalf — something Lufthansa/ Swiss Air should have handled from the start. I then lodged a formal complaint via the Luftansa / Swiss Air app and email. On 29 March, I received a response stating that they would “contribute” towards my experience. I promptly sent through all required banking details, yet to date, I have received no further communication or resolution. The lack of urgency, accountability, and basic customer service is unacceptable. Being left without luggage in freezing conditions is not a minor inconvenience — it is a serious failure. I am still out of pocket and waiting for a proper response and reimbur*****t. I would strongly caution others when flying with Lufhansa /: Swiss Air based on this experience.
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Lungile D
1 reviews | Active since Oct 2019
18 Jan 2026, 22:38
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
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Lungile D
1 reviews | Active since Oct 2019
18 Jan 2026, 22:38
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
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Megan S
1 reviews | Active since Nov 2023
10 Jan 2026, 09:47
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.
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Megan S
1 reviews | Active since Nov 2023
10 Jan 2026, 09:47
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.
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Clive E
1 reviews | Active since May 2013
3 Nov 2025, 11:54
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.
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Clive E
1 reviews | Active since May 2013
3 Nov 2025, 11:54
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.
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FAITH C
1 reviews | Active since Dec 2017
23 Oct 2025, 17:04
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
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FAITH C
1 reviews | Active since Dec 2017
23 Oct 2025, 17:04
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
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Greta S
1 reviews | Active since Mar 2019
3 Oct 2025, 16:13
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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Greta S
1 reviews | Active since Mar 2019
3 Oct 2025, 16:13
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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