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The flight and crew were good. The customer experience on the ground could have been better. We had to reschedule our flight because of a delay on the previous flight. The attendants working the desk in Washington DC were not helpful. They told us to scan a QR code and that would get us rebooked. Why couldn't two people standing at their computers do this? We had to chat with someone to get everything figured out. It was extremely confusing.

The seat I was stuck in was so unimaginably uncomfortable. I have never had that tight of a seat in my 20 years of flying. Even budget airlines give you more space.

we were able to make it to the connecting flight in Frankfurt to Copenhagen thanks to Lufthansa crew. The ground crew was waiting at the gate and received us and took us through special runway entrance and immigration check. We were on the plane at 10-09 am for 10-10 departure. Thanks to Andre and the other lady for mission impossible :)

I was unable to check in online. When I attempted to do so from the app and Luftansa website, I was directed to Niko.hr which I found out was fraught with errors. The kiosk at airport was not working. I had to wait in line to check in which was inefficient

The booking I made 2 months in advance got changed the week before with another flight and had to pay more for seats and luggage. Not to mention hours and hours on hold to make sure my flight is still booked.

The entertainment screens need to be updated. Very difficult to navigate through with old equipment.

We boarded the plane and waited for 30 minutes ultimately for them to cancel the flight due to engineering issues.

Boarding and flight update was fantastic as I experienced about a 10-15 delayed for both flights. The food served onboard was great; the service of the flight attendants was excellent.

Love the little chocolate bars, and consumer rights in EU regarding stepped refunds when flights are delayed.

The aircraft was old, there was no charging sockets, and the seats were narrow and uncomfortable even though I had exit row premium seats.