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 Toll-free (US/Canada): (516) 738-4422 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 (516) 738-4422 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.
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.
Lufthansa customer service policies
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 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 (516) 738-4422. 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 July 14, 2026.
