Lufthansa’s customer service has come under fire once again on Reddit. This time from a seasoned traveler who described his experience as one of the worst in years of international flying.
The traveller accused that the airline got his “Bad Review” removed via Google, calling it all a “fake engagement”. According to the passenger, in May 2023, the passenger flew from Lyon, France to Nuremberg, Germany via Frankfurt after attending the Cannes Film Festival.
Despite booking a confirmed ticket, Lufthansa failed to assign him a seat on the second leg of the journey. Multiple attempts to check in online failed, and calling customer service led to over two hours on hold with no resolution.
At the Lyon airport, Lufthansa staff placed him on standby and told him to check again in Frankfurt. With the first flight delayed, he tried to seek help at the gate.
Despite no line, the gate agents ignored him for twenty minutes. When a German-speaking passenger asked on his behalf, he was simply told to deal with it in Frankfurt.
Upon arrival in Frankfurt, he and other affected passengers rushed to the gate for their connecting flight. Though they arrived minutes before departure, the gate was already closed. Unlike many U.S. carriers who hold gates for delayed connections, Lufthansa offered no such courtesy.
Long lines at customer service desks only added to the frustration. Eventually, he approached the first-class counter out of desperation. Finally, someone offered a solution: a train voucher to reach Nuremberg.
Though the train option resolved the immediate problem, the passenger walked away determined never to fly Lufthansa again.
The fact that Lufthansa and Google reviews call it all fake, and remove the video sounds more like corporate suppression. Which makes it look like the airlines is trying to sweep it all under the rug. Definitely, leaving a bad taste in the mouth.
