Lufthansa, Germany’s national airline and Europe’s largest, owns Swiss International Air Lines, Austrian Airlines, Brussels Air, Eurowings, Lufthansa Cityline, and Air Dolomiti.
How to reach a person at Lufthansa
Main: +49-69-86-799-799 (Germany)
Toll-free : (866) 953-2294
Fax: (516) 296-9838
Lufthansa Airlines Responsiveness rating
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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 – (866) 953-2294 | Customers have reported extended hold times when contacting Lufthansa by phone due to high call volumes, especially during peak travel periods. In some instances, wait times have been reported to last several hours. |
| Online feedback | For customers in North America, Lufthansa’s official website indicates that after submitting feedback through its online contact form, a response can be expected within two weeks from receipt. |
| Social media | Lufthansa maintains an active presence on platforms such as X. While Lufthansa provides links for services such as flight status checks and baggage reports, specific response times for direct inquiries via social media are not detailed. |
Response times can fluctuate based on factors such as time of year, staffing levels, and the complexity of the inquiry. For the most accurate and up-to-date information, contact Lufthansa directly through its official communication channels.
How to solve a problem with Lufthansa
Before contacting a Lufthansa executive, we recommend sending an e-mail 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.
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 D 50679
Lufthansa loyalty program
Lufthansa’s Miles and More loyalty program allows members to earn miles through flights and partner services, which can be redeemed for rewards like flights, upgrades, and other travel benefits. It offers tiered membership levels, with increasing perks such as priority check-in, lounge access, and extra baggage allowances.
Lufthansa social media channels
Lufthansa executive customer service contacts
Primary Contact
Detlef Kayser
Airline Resources and Operation Standards
Von-Gablenz-Straße 2-6
detlef.kayser@dlh.de
Chief Executive
Carsten Spohr
Von-Gablenz-Straße 2-6
carsten.spohr@dlh.de
What is Lufthansa?
Lufthansa is Germany’s largest airline and one of the world’s leading air carriers. It operates flights to destinations worldwide, offering passenger and cargo services. Lufthansa is part of the Lufthansa Group, which includes other airlines and aviation-related services, and is also a founding member of the Star Alliance network.
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 (800) 645-3880. If you have a hearing impairment call 711 and (800) 645-3880 for TRS assistance.
How do I communicate with Lufthansa?
Contact Lufthansa by calling (800) 645-3880 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 (800) 645-3880 or (712) 645-3880.
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.
Where is Lufthansa based?
Lufthansa is based in Cologne, Germany, with its main operations center in Frankfurt, Germany.
Who owns Lufthansa?
Lufthansa is a publicly traded company. Major shareholders include institutional investors such as BlackRock and Germany’s Economic Stabilization Fund, which held a stake after the COVID-19 crisis.
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 General Conditions of Carriage?
Lufthansa’s general conditions of carriage outline the terms and conditions governing your travel with the airline. This includes ticketing policies, baggage allowances, cancellation rules, and responsibilities during disruptions. For detailed information, visit the official website.
How does Lufthansa handle customer data protection?
Lufthansa is committed to safeguarding customer data in compliance with GDPR and other applicable regulations. They outline how personal information is collected, stored, and used in their privacy policy, available on the website.
What passenger rights does Lufthansa provide?
Lufthansa ensures compliance with EU regulations, including compensation and assistance in cases of flight delays, cancellations, or denied boarding. Passengers can learn more about their rights on the airline’s passenger rights page.
How can I resolve disputes with Lufthansa through the arbitration board?
Lufthansa participates in independent arbitration for resolving disputes. Passengers can approach the designated arbitration board if direct communication with the airline fails to resolve its issues.
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.
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.
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?
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I flew from Dallas/Fort Worth to Hyderabad, India on 12/13/2024 and from Hyderabad, India to Dallas/Fort Worth on 12/26/2024 by Business Class
I flew both legs on Lufthansa Airlines. I got the mileage credit only for Dallas/Fort Worth to Hyderabad, India portion. The Hyderabad, India to Dallas/Fort Worth on 12/26/2024 was to someone in Singapore Airliens!
When I called your customer service, they asked me to contact Singapore Airlines although it LA screwup. When I called Singapore Airlines, they said that they have the credit but refuse to return it. They told that it needs to be initiated from Lufthansa. Since then I have called Lufthansa Customer Service several times. The customer service is useless and not interested in service. My last call was with Zack on 6/14/2025. He was least interested even to answer any call. Any way LA services sucks!
I do not understand why my flight was credited to Singapore Airlines. Also, in spite of calling Lufthansa several times, my mileage is still not credited to my account. Can you please help rectify this?
