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.
NPS Score
-60
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Lufthansa Airline
How is Lufthansa Airline rated on Hellopeter?
Hellopeter has tracked Lufthansa Airline across 144 reviews. Lufthansa Airline hasn't collected enough recent reviews — at least 10 in the last 12 months are needed — to calculate a TrustIndex score. Have you used Lufthansa Airline? Write a review to help others decide.
Recent reviews (9)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Sept 2018
Great experience
Recently flew internationally with Lufthansa and we loved the experience. The crew were so kind, my children even had the opportunity to meet the pilots. The food was nice, the hostesses were friendly, the landing was impeccable. Will definitely only use them in the future!
1 reviews | Active since Sept 2018
Great experience
Recently flew internationally with Lufthansa and we loved the experience. The crew were so kind, my children even had the opportunity to meet the pilots. The food was nice, the hostesses were friendly, the landing was impeccable. Will definitely only use them in the future!
1 reviews | Active since Sept 2014
NEVER FLY LUFTHANSA! UNFRIENDLY *******!!!
I had the worst experience flying Lufthansa to Portugal via Munich!!! Firstly, the aircraft was overbooked which seems to be their modus operandi and then it was delayed by an hour affecting my connecting flight. They have the most nonchalant and unfriendly staff which I suppose is largely because they are European but I'm telling you as a person of colour I felt like I was being done a favour even though I PAID for my ticket. Getting the crew's attention was such a painful exercise. We arrived in Munich and I was told that my luggage had been delayed, by the time I was at my final destination (Lisbon), no luggage had arrived. There was absolutely no communication between waiting and receiving my luggage, I had to constantly follow up I even went to the Lisbon airport to check on my luggage 24 hours later. The most shocking thing, when my luggage finally arrived it had been tampered with and my nike sneakers ******, I have reported this matter and it has been well over TWO WEEKS with absolutely no feedback on next steps from the airline once again. I had such high expectations so I cannot tell you how dissapointed I am by this airline!!!
1 reviews | Active since Sept 2014
NEVER FLY LUFTHANSA! UNFRIENDLY *******!!!
I had the worst experience flying Lufthansa to Portugal via Munich!!! Firstly, the aircraft was overbooked which seems to be their modus operandi and then it was delayed by an hour affecting my connecting flight. They have the most nonchalant and unfriendly staff which I suppose is largely because they are European but I'm telling you as a person of colour I felt like I was being done a favour even though I PAID for my ticket. Getting the crew's attention was such a painful exercise. We arrived in Munich and I was told that my luggage had been delayed, by the time I was at my final destination (Lisbon), no luggage had arrived. There was absolutely no communication between waiting and receiving my luggage, I had to constantly follow up I even went to the Lisbon airport to check on my luggage 24 hours later. The most shocking thing, when my luggage finally arrived it had been tampered with and my nike sneakers ******, I have reported this matter and it has been well over TWO WEEKS with absolutely no feedback on next steps from the airline once again. I had such high expectations so I cannot tell you how dissapointed I am by this airline!!!
1 reviews | Active since Jul 2026
Shocking Service
SHOCKING SERVICE: despite requesting thrice from ground crew and in flight crew to be allowed to get off the flight 1st to catch the connecting flight. This was not done. Then the Franport connecting train was late AND security checks demanded bags were unpacked. This ensure that my daughter and I missed the connecting flight BY SECONDS!!!! Not minutes! Seconds. Ground crew saw her running to the gate, and closed the gate. Instantly informed us that 1 person made the connecting flight (who was NOT at the back) VERY quick to "SELL" us a new flight.... suspiciously AT EXACTLY THE SAME PRICE AS YOUR COMPENSATION RATES!!! What a total shock. I suspect you won't be making the appropriate reparations For reference: The reverse flight was with Swiss Air and I mentioned to the ground staff the tight timing between flights, they had someone at the arrival gate after 1st flight, and took us directly to the next departure gate. I mentioned it ONCE to ground staff.... UNLIKE lufthansa who I ment
1 reviews | Active since Jul 2026
Shocking Service
SHOCKING SERVICE: despite requesting thrice from ground crew and in flight crew to be allowed to get off the flight 1st to catch the connecting flight. This was not done. Then the Franport connecting train was late AND security checks demanded bags were unpacked. This ensure that my daughter and I missed the connecting flight BY SECONDS!!!! Not minutes! Seconds. Ground crew saw her running to the gate, and closed the gate. Instantly informed us that 1 person made the connecting flight (who was NOT at the back) VERY quick to "SELL" us a new flight.... suspiciously AT EXACTLY THE SAME PRICE AS YOUR COMPENSATION RATES!!! What a total shock. I suspect you won't be making the appropriate reparations For reference: The reverse flight was with Swiss Air and I mentioned to the ground staff the tight timing between flights, they had someone at the arrival gate after 1st flight, and took us directly to the next departure gate. I mentioned it ONCE to ground staff.... UNLIKE lufthansa who I ment
1 reviews | Active since Jul 2025
****med out of my miles and money from Miles and More Lufthansa
I had a booked miles and more ticket using my collected miles of many years plus extra Euro500 for taxes. Due to unavailability of the wished for date the flight was cancelled. For three months I spend hours on call line calls trying to get my miles and tax money refunded to rebook. I was told I have an expiry date of 30 June - in 4 days to use my miles which I still have not gotten returned! I am beyond disappointment of the way of operating and ****ming me of my miles and spent money. Every call to the help desk empty promises of getting help and being called back. It never happens - as friendly and trained the call centre staff are. No real help not loosing my miles and money in the value of over between 3*** Euros - I will hand the matter to lawyers and the press even taking years and costing me more! As a German this inefficiency is a shame! DO NOT USE MILES and MORE and LUFTHANSA. The Miles and More helpdesk is absolutely useless to help.
1 reviews | Active since Jul 2025
****med out of my miles and money from Miles and More Lufthansa
I had a booked miles and more ticket using my collected miles of many years plus extra Euro500 for taxes. Due to unavailability of the wished for date the flight was cancelled. For three months I spend hours on call line calls trying to get my miles and tax money refunded to rebook. I was told I have an expiry date of 30 June - in 4 days to use my miles which I still have not gotten returned! I am beyond disappointment of the way of operating and ****ming me of my miles and spent money. Every call to the help desk empty promises of getting help and being called back. It never happens - as friendly and trained the call centre staff are. No real help not loosing my miles and money in the value of over between 3*** Euros - I will hand the matter to lawyers and the press even taking years and costing me more! As a German this inefficiency is a shame! DO NOT USE MILES and MORE and LUFTHANSA. The Miles and More helpdesk is absolutely useless to help.
1 reviews | Active since Jul 2018
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.
1 reviews | Active since Jul 2018
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.
1 reviews | Active since Oct 2019
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
1 reviews | Active since Oct 2019
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
1 reviews | Active since Nov 2023
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.
1 reviews | Active since Nov 2023
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.
1 reviews | Active since May 2013
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.
1 reviews | Active since May 2013
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.