You lost my bag then waiting on the phone for 30 mins for customer service just to be directed to call another number
The boarding process and flight were very easy and comfortable. The staff were very helpful and kind—they obviously enjoy their work. My only recommendation for improvement is the website and application. It is very confusing to navigate and could be improved with UX in mind.
Very bad flight was cancel and the airline did not cover hotel and nothing Very bad experience
Mentioned previously. By a chain of events Lufthansa started, I and my family we treated as fodder; not customers.
Boarded process could have been better. Overall excellent flight.
Short haul flight. Not much comfort given, not much needed.
The last leg of my flight did not exist so I was stranded in DC overnight.
Pros: "Plane was empty so got a whole row to myself!"
Cons: "One flight attendant in our area was not friendly and quite abrupt. Food wasn't good but desserts were great. American movies were a bit old."
Pros: "No delays."
Cons: "The entertainment monitors were SUPER laggy with response. Image quality wasn't great."
Cons: "Larger seats! More legroom! No seats which don't recline. Specifically, the seat in front of min reclined -- literally into my lap, since my knees were against the back of that seat ALL the time. Min didn't recline, since it was too close to a partition."
Cons: "food screens"
Pros: "Our flight was delayed in Italy and I was worried I would miss the connecting flights to the US. But not to worry Lufthansa waited for our flight and got our luggage on board as well. The food was outstanding."
Cons: "That we could not by-pass the German passport check and go right to the next flight and check out passports only ones."
Pros: "Leg room, comfortable seats, staff great"
Pros: "Plane was comfortable, ample, with plenty of room, departed and arrived sharp in time"
Cons: "Boarding process was a mess, no one respected nor enforced priority boarding, they call for business and preferred access boarding and everyone rushed, and the airline agents just started to accept all people"
Cons: "The worst flight I ever had. Extreamly uncomfortable 11 hrs. squized like sardines. Some of the attendants were extreamly rude and unprofecional."
Pros: "Very good flight in business class. Comfortable seats and great service."
Pros: "There was a mechanical problem with my flight from Berlin, so I missed my connection to Atlanta. The agent booked me another flight on another airline flying out of a different city. If you travel enough eventually things happen. The airline was responsive in fixing the problem."
Cons: "The airline agent offered me a 10€ voucher to any where in the airport. While I was greatful, my time is worth more than 0.6€ an hour. An upgrade to Economy plus would have been better. There were 2 seats available."
Pros: "Comfort, flight on time."
Pros: "Service. Smooth flight."
Cons: "Crew was great and pleasent!"
Pros: "Excellent service. They really brought around the drinks and food and seemed to be there when you were looking for more."
Pros: "Flew back last weekend in February. Transfer between plane from Barcelona in Frankfort (LH hub) to flight to Boston extremely chaotic. Masses of passengers all attempting to transfer to US bound flights. Insufficient staff from both Lufthansa and German border control to process or even organize the masses of people flying that day. Mob scene at transfer points. Not up to LH usual standards. Quite surprising as their passenger volume data should have alerted them to impending problems. Our flight was delayed over an hour for takeoff so USA bound connecting passengers (whose luggage was already on the planes) could be processed."
Cons: "Chaos and disorganization. Masses of connecting passengers unable to get to their flights anywhere near planned boarding time. Takeoffs delayed substantially."
Pros: "Service on board was good."
Cons: "The walk to the connecting flight was too long and took a lot of time."
Pros: "Crew was extremely warm and friendly."
Cons: "Movie/TV selection could be wider/better"
Pros: "Service was efficient and non invasive."
Cons: "We had to land in Bari, due to weather, and the airline initially wanted to take us back to Munich for the night and return to Naples in the morning. They ultimately opted to drive us down to Naples but didn’t arrive at that decision until we’d been on the ground for quite a while."
Pros: "I liked how smooth the boarding was handled. The flight attendants where polite and helpful. A very comfortable flight."
Cons: "No complaints"
Cons: "Too close for getting on as 3 passport checks seems redundant. Munich has very little signage to direct anyone. We do not live there so do not know the language."
Pros: "Staff is super friendly and works hard to accommodate your needs. This flight also so happened to be empty so I got to lay down and nap haha."
Cons: "Nothing. Everything is great. I'm just writing these words so my review hits 50 characters."
Pros: "Friendly crew."
Cons: "Plane was delayed almost two hours due to fog but I can't blame Lufthansa for that"
Pros: "Flew business class. Service and food were excellent!"
Pros: "Again, nice staff. Clean plane. The flight was on time."
Cons: "The games and the book for the teens did not interest my kids. Not sure how popular those items are. Food-not good at all."
Cons: "A man sitting behind me probably took off his shoes and it was just terrible to smell his stinky feet..."
Pros: "The first leg of our flight came in late, but the staff at the airport already had someone waiting for us by the gate to escort us to the connecting flight. And the staff was extremely organized and transported our luggage so that it made it to the final destination with us. All this happened in under 30 minutes. Great service"
Pros: "as usual flight itself was okay"
Cons: "no major complaints"
Cons: "The food wasn't good. The beef goulash was chewy and a piece of gristle got caught berween my teeth which I had difficulty removing. For lunch I had a pizza margarita and nothing else. Something else like an ice cream cup would have been nice. I tried to check in a second bag online and was unable to do so. I paid $75 at the check in counter which is exhirbitant compared to other airlines. my brother paid $100 for a bag which was 9 pounds over the limit- that's outrageous!! The person at the check in counter had difficulty with the credit card machine and we waited over 20 minutes to resolve the issue."
Pros: "Excellent and attentive crew, very good food/beverages. Lufthansa clearly stands out in international air travel."
Pros: "Professional and cheerful."
Cons: "Not a lot."
Pros: "going home"
Cons: "support call line entertainment food connection time all sub standard in economy plus... will not use again."
Pros: "Cleanliness. Crew members were up and doing. Very efficient."
Cons: "Food needs an upgrade."
Pros: "Service was good. In flight selection of movies, music, tv etc was good. Flight camera was cool. Got a snack and drink in a 50 minute flight."
Pros: "Good service."
Pros: "I'v said it all above. Liked everthng"
Pros: "Great crew for a change, very helpful and pro!"
Cons: "Seating was entirely too cramped. It has gotten worse over the years but this Lufthansa flight reached a new height in discomfort. You cannot even eat nor put your seat back. I am a short person and it was miserable for me so I can only imagine how uncomfortable it is for persons of average height. The fees have become ridiculous. I now fly only when absolutely necessary. Sad that the customer comes last."
Pros: "Airbus 380 is roomy and the crew was fun. Definitely one of the most comfy 8 hour flights I have had."
Cons: "Boarding was a little delayed."
Pros: "Got to Munich and made my connection... barely."
Cons: "Boarding process was not good. Was informed that plane may not take off due to technical issues. Boarding was chaotic. Flight eventually was cleared but another 15-20 minutes was spent on the runway de-icing. Barely made my connection with no assurance from crew that connecting flight would wait. Considering this was the first flight of the day I would have expected things to have gone smoother. No entertainment but I was not expecting any (there should be a N/A option in the survey)."
Pros: "food was pasta only no choice"
Pros: "Seat super uncomfortable"
Pros: "Great crew"
Cons: "Every thing was perfect . Thanks"
Pros: "Comfortable flight"
Cons: "Delayed, big queue to board plane"
Cons: "Don't turn up with a cabin case, it will cost you £20 to have it put in the hold"
Cons: "Great attractions and clean descending"
Cons: "Check in"
Pros: "Ease of boarding with priority."
Cons: "Long wait to board, stairs up and down for tarmac stairs to plane and off of plane."
Cons: "One hour late departure insufficient information Had to be bussed to plane negating any value for paying for priority Parked off stand at Birmingham had to use steps from plane and into terminal wife has arthritis and can’t carry bags I had to carry two bags down steps unable to use handrail really quite dangerous no apology re delay"
Pros: "Crew were fab."
Cons: "Delayed flight. Stress of flying nowadays queueing luggage issues."
Cons: "It was Delayed with out any notice. Ryan air is shocking"
Pros: "price boarding"
Cons: "flight delayd luggage delayed seating random"
Cons: "Ryanair should not be in business. Their website wouldn’t work, I called about needing to check in and was assured we were checked in and bags had been paid for. Get to airport and Was charged over $500€ to get half our family checked in, print boarding passes and check luggage. It was ridiculous and we almost missed our flight. Absolutely terrible service!"
Cons: "More than 1.5 hours delay, they took my luggage from me, so I had to take out my laptop because the Budapest airport luggage handler thieves. Very loud speakers inside, the seating is very uncomfortable, small legspace and also you cannot put even your glasses in front of you because of lack of storage place. long walking to and from the plane, and you have to wait for ages in front ot the checking desk, than in the hot bus down. Overall totally inhuman experience."
Cons: "The heat in the cabin was way too high"
Pros: "I liked that I got a seat on the plane and it didn't fall out of the sky"
Cons: "Stansted Airport was just a complete shambles. Ryanair used a gate thhar had almost no seating and the flight left 30 minutes late."
Pros: "What’s there to like?"
Cons: "One of our ticket holders had to have back surgery due to herniated disks and was/is unable to travel. Ryan Air allows for refund requests but does not give refunds! We are unable to get any of the money back and not able to use the tickets. United Airlines on the other hand gave you s a full refund."
Pros: "I can't think of anything."
Cons: "So many add on expenses, additional 47 Euro for a checked bag, 15 Euro to pick our seat, etc.. Tickets ended up being more expensive than Olympic Air, even though they were more affordable on the surface. We ran 20+ minutes late, Boarding was a zoo. We were told we couldn't take a small back pack on the plan and had to check it, once on board there was more than enough room to put it under my feet. others had the same size bag or bigger."
Pros: "Nice staff, flight was fine"
Cons: "Extras are ridiculous and couldn’t pay through the website so stressed about getting on the flight. Exorbitant cost of carrying a bottle of wine"
Pros: "Crew was nice. Flight was quick."
Cons: "We had to pay for drinks and snacks. At least give us the beverages free. And all the announcements to buy and donate weren’t pleasant. And paying for my baggage was £40 which is ridiculous. Considering that Manchester airport doesn’t allow liquids."
Pros: "Late incoming aircraft. Delayed boarding as we were told that there was a wait for an assistant to facilitate the boarding of a passenger using a wheelchair."
Pros: "Polite cabin staff."
Cons: "Delays, no information given until After entering the gate area, and even then not until after we should have been boarded. Not enough information and not clear when eventually given. Tray table and back of the seat in front were both dirty, dried on spillage from a previous flight."
Pros: "First time using RyanairI have heard so many negative comments about Ryan air and was genuinely surprised that my experience was so positive. The entire boarding process along with arrival and departure were easy and everything was on time."
Pros: "Cheap and convenient"
Pros: "Crew were friendly and polite"
Cons: "The boarding procedure at Stanstead is terrible - lots of standing around, partly due to a delayed inbound plane, however we were all still assembled on time and this was not communicated until we were all standing in line. Seat rows are too close together - my knees were pressed against the seat in front the whole flight."
Cons: "A little late setting off"
Cons: "Worst airline ever. The desk agents don’t have any customer experience. This was both in bound and outbound. On top this they charge additional fees for boarding pass and bagguage."
Pros: "The flight seemed quick"
Cons: "There was a delay"
Cons: "The flight was late and the transfer check in was closed by this time. I asked THY to help me, showed them the boarding of Ryanair and they did it. I will newer use the Ryanair for the internal flight. It is better use the train and take more time rather be late."
Pros: "Everything ran smoothly, arrive at the airport at 8am, was through security and check-in by 8:10"
Cons: "Ran out of vegetarian panini"
Pros: "Checked bag for free at gate. Got a window seat"
Cons: "departed 15 mins late."
Cons: "As we were not allowed to board flight from Milan to Lourdes as I stated previous we never boarded this flight and after spending day in Milan airport with no assistance had to go to an other airport to find passage. It cost us another fare for 10 persons and no Ryanaire were un helpful. Would not fly again with Ryanare and would certainly not recommend them. None of the phone no we were given worked."
Pros: "Priority boarding was beneficial . Flight landed ahead of schedule ."
Cons: "Not enough milk ! Purchased coffee but milk was scarce , didn't let us know until afterwards ."
Cons: "Sitting 10 rows from my wife"
Cons: "If we must have random allocated seats and be separated could it be at least boarding on same door. I use my Ryanair app for both of us for check in and it makes boarding chaotic when one is in front and the other at the back"
Cons: "Everything. Poor customer service. Fees galore. Fees for picking a seat, 30 euro to print a boarding pass? are you kidding me? over 90 euro to check two bags, seriously?! This airline is a joke and I will never use it again."
Pros: "Effective service point A to B. Flew from Hamburg Manchester and seated 17A. Leg room good on the exit row."
Cons: "New slimline seats will be difficult for anything more than 2 hours"
Pros: "dont expect features and comforts for a cheap flight!!"
Cons: "In the past, you could accept to be hauled like cattle through the gate, walk to the plane under the rain, sit on a bench, be bother with scratchers, etc. because the cost was really low. Not anymore. Nowadays the generic name should be very-high-cost/service-ratio airlines. They charge you way too much for the same crappy service as always. Bye, bye!"
Pros: "Staff were friendly, and the flight was smooth, plane was clean."
Cons: "The flight was slightly delayed by the previous flight landing late. Obviously this happens, that's fine, but on landing at stanstead the bags from the hold were not released onto the baggage carousel for over an hour and a half after we landed. This is completely unacceptable and wasn't acknowledged by airport staff for over an hour, with no explanation given at any point."
Pros: "Nothing! Crew was decent, but not great."
Cons: "Basically everything. Long wait in unannounced. unstructured line (s). Miserable seat."
Pros: "No help. From crew regarding fees for one kilo overage. I will never use this airline again"
Pros: "No data to tell (see next input)"
Cons: "We tried to book a simple flight almost 5 months in advance. Within an hour of booking, we needed to make a change because of a mistake. There was no way to contact this airline, and when we did through a callous agent, and finally through our Bank card, we were simply told "read the fine print." Read our fine print: DO NOT DO BUSINESS WITH A COMPANY THAT DOES NOT PUT TIMELY NEEDS OF THE CUSTOMER FIRST! PAY A LITTLE EXTRA. Let them find out what it means to act like United Airlines."
Pros: "Website confusing. Check in is not checking in! No help at airport otherr then go to terminal T1. Website at airport did not work!? Flight was 2 hour late to destination.by"
Pros: "The crew was very good."
Cons: "No entrainment at all very boring."
Pros: "Price and timeliness"
Cons: "No issue"
Pros: "Love the price"
Cons: "Service can be improved upon"