Lufthansa – More and more customers are complaining: “Stupid promises, but no service”

Created: 2022-06-07 14:29

By: Patricia Huber

Deleted lines and overloaded hotlines: Is there a service desert at Lufthansa?

The airline is getting more and more criticism – a number of customers are angry.

Cologne – More space and significantly better service: that's what Lufthansa customers expect when they book a ticket in business or first class.

But apparently more and more customers are disappointed by the premium tariffs.

Instead of champagne, there is sparkling wine. Instead of Nutella, there is apricot jam for the breakfast croissant and the fruit yoghurt is frozen.

According to a

report, these are the complaints from owners of expensive tickets.

And economy customers are also increasingly complaining about the lack of service.

Lufthansa: Food on board causes frustration

Just last week, Lufthansa announced that it would cancel a service for "Economy Light" customers.

In the airline's cheapest fare, free seat reservation will no longer be possible on European flights from June 21.

If you want to decide for yourself where to sit, you have to pay 25 euros.

Frequent flyer forums are increasingly complaining that Lufthansa's business and first class aren't what they used to be.

But there should also be trouble in the wooden class - for example when eating on board, as a customer reports on Twitter.

He writes: "What's going on with Lufthansa?

Considering that the flights cost a lot more than those of other companies, one expects at least good service, flights on time and enough food for the whole flight.

But we get such small portions that people are starving.”

Lufthansa: Call center service gets the most criticism

In addition, the airline has closed the exclusive lounges at many locations.

As a result, some airports no longer have a separate waiting area with drinks and snacks for holders of expensive tickets.

Even the iconic Lufthansa rubber ducks, which were distributed to First Class customers, have fallen victim to the austerity measures.

But that's not all.

The telephone service in particular is increasingly being criticized in social networks.

An angry user wrote on Twitter: "After an hour and 50 minutes in the queue, the lady on the hotline had the audacity to hang up without solving my problem!" Another also complained and reported: "An hour queue at the luggage service and No Answer.

Senator Service unavailable.

Stupid promises, but no performance.

Phones are overloaded because nothing else seems to be working.”

Lufthansa employees are “driven by fear”

Some employees are also annoyed by the actions of their employer.

A senior floor worker who has been with us for 20 years told

: "Some of us are more fear-driven than ever." Employees would no longer dare to make decisions in the interests of customers because they feared the consequences.

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Lufthansa is now trying in a variety of ways to comfort the outraged customers.

Until June 30th there are still double the number of status miles.

In addition, more staff are to be hired for the call centers and the cabin equipment, some of which is outdated, is to be modernized.

It remains to be seen whether that will calm the heated spirits.

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The excitement for the airline does not seem to be really tragic anyway.

Because even the most expensive ticket for 22,650 euros is currently sold out, as the airline boss Carsten Spohr explained.

For this handsome sum, you fly in first class from San Francisco to Frankfurt and back again.