Lusthansa Reviews 2

Dear Lufthansa, you have come along way. There was a time a few years ago when I always felt compelled to thank you expressively that you allowed me to fly with you. The level of arrogance and contempt for your customers displayed by your fight crews back then had epic proportions. But Did you ever fix that : ) !!! I have had a significant number of short haul flights with you over this year and the experience was nothing but stellar. Your flight attendants are not only super professional, but friendly, very service oriented and an absolute blessing, especially when things do not go to plan. Hats off to your flight crews :) . I also really enjoy the Lufthansa app. For me very easy to navigate, arrival and departure updates on the fly and very accurate, Brilliant !!! Sadly what lets you down is you horrific Miles and More Customer Service. You may want to explain to them that they are supposed to generate brand loyalty (I presume) not drive clients away because that is exactly what the do. I have yet to experience a customer service of a major airline frequent flyer programme that is worse. No interest in resolving an issue, deflecting to another agent or pointing to the website that brought you there to begin with, and all of that with at least 3 weeks delay. Essentially useless, and worse: extremely antagonising. Seriously: You can do better than that.

Our flight to Frankfurt flight was cancelled as we reached Heathrow. We were sent to a hotel where we met many other Lufthansa refugees some who had been stuck with daily unfulfilled promises for 4 days. This was on the 16th of December and we have still heard nothing from Lufthansa. We were forced to make alternative plans for a trip that had been planned for 9 months. Lufthansa have supposed to have been addressing the systemic issues called out after the German Wings tragedy. Their current performance captured by many reviews must raise questions about their safety given that customer service is so negative. Lufthansa is showing clear symptoms of a systemically failing organisation. The staff must be deprived of any pride which in turn leads to yet more poor performance. We should all avoid Lufthansa if we can.
I feel terrible sorry for the Lufthansa staff clearly being let down by their leadership.