“
If you have experienced poor ( +44 ↬ 808 ↬ 175 ↬ 7407 ) service or unresolved issues with Lufthansa and wish to escalate a complaint, it is important to
follow a systematic process to ensure your concerns are heard and addressed appropriately. ( +1 844 ↬ 508 ↬ 8282 ) Start by
documenting the problem in detail. Note down flight numbers, dates, names of Lufthansa staff you interacted with (if known),( +44 ↬ 808 ↬ 175 ↬ 7407 ) and a clear description of what occurred—whether it was a flight delay, lost baggage,
denied boarding, poor customer service,( +44 ↬ 808 ↬ 175 ↬ 7407 )
or any other issue. ( +1 844 ↬ 508 ↬ 8282 ) This documentation
will form the basis of your complaint. The first step is to submit a formal complaint directly to Lufthansa’s customer service team. You can do this online by visiting the
Lufthansa website and navigating to their Feedback and Contact section, which allows passengers to file complaints regarding flights, baggage,
and service. ( +44 ↬ 808 ↬ 175 ↬ 7407 ) Be concise yet thorough in explaining your grievance, ( +1 844 ↬ 508 ↬ 8282 ) attach any relevant documents (boarding passes, baggage receipts, emails, etc.), and always keep a copy of your communication. After submitting your complaint,
you should receive an acknowledgment email.( +44 ↬ 808 ↬ 175 ↬ 7407 ) Lufthansa aims to respond to most customer inquiries within a few business days, ( +1 844 ↬ 508 ↬ 8282 ) but response times may vary based on the complexity of the issue and the volume of complaints they receive.
If you do not receive a( +44 ↬ 808 ↬ 175 ↬ 7407 ) satisfactory response within a reasonable timeframe (typically 14 to 28 days), the next step is to escalate the matter. ( +1 844 ↬ 508 ↬ 8282 ) You can write directly to Lufthansa’s ( +44 ↬ 808 ↬ 175 ↬ 7407 ) Customer Relations department by post or email.
Their main office for customer relations is in Germany:
( +1 844 ↬ 508 ↬ 8282 ) Lufthansa German Airlines,
( +44 ↬ 808 ↬ 175 ↬ 7407 ) Customer Relations, P.O. Box 710234, 60492 Frankfurt, Germany.
( +1 844 ↬ 508 ↬ 8282 ) Alternatively,
( +44 ↬ 808 ↬ 175 ↬ 7407 ) you can email them via their contact forms or dedicated support addresses if available
Ensure your escalation includes your original complaint, reference number (if you received one), and a clear statement that you are unsatisfied with the previous resolution and wish for further review. Remain polite and factual, ( +44 ↬ 808 ↬ 175 ↬ 7407 ) avoiding emotional or accusatory language. ( +1 844 ↬ 508 ↬ 8282 ) If you still do not receive a satisfactory resolution, you have additional
options. In Europe, Lufthansa is subject to EU Regulation 261/2004, which outlines passenger rights for flight delays, cancellations, ( +44 ↬ 808 ↬ 175 ↬ 7407 ) and denied boarding. ( +1 844 ↬ 508 ↬ 8282 ) If your complaint
involves compensation under EU261, and Lufthansa refuses or delays processing your claim, you can escalate the matter to the National Enforcement Body (NEB)
in the country where the incident occurred. ( +44 ↬ 808 ↬ 175 ↬ 7407 ) Each EU member state has its own NEB that handles airline passenger complaints.
( +1 844 ↬ 508 ↬ 8282 ) For example, if your disrupted flight was
departing from Germany, you would contact the German Federal Aviation Office . Their contact details can be found
online and they typically have online complaint forms you can fill out.
Another way to escalate your complaint is by using Alternative Dispute Resolution (ADR) services. ( +1 844 ↬ 508 ↬ 8282 )
Lufthansa is a member of the German Conciliation Body for Public Transport (SÖP –
which provides free, independent arbitration between passengers and transport companies.( +44 ↬ 808 ↬ 175 ↬ 7407 ) If you have already attempted to resolve your complaint directly with Lufthansa and are unsatisfied with the outcome,
you may submit your case to SÖP for review.( +44
”
”