Lufthansa Review – Seats, Amenities, Customer Service, Baggage Fees & More

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Lufthansa is Europe’s only airline to be awarded 5-star status by Skytrax, which assesses airlines by their quality and safety standards.

With its main hub at Frankfurt Airport [FRA] in Frankfurt, Germany, Lufthansa is the largest European airline, serving destinations across its expansive network with Lufthansa Group partner airlines SWISS, Austrian Airlines, and Eurowings.

Basic Info

Airline: Lufthansa

Category: International airline

Frequent Flyer Program: Miles & More

Tagline: “Say yes to the world”

Number of Passengers Annually: 142 million

Fleet: 351

Main Hub: Frankfurt Airport (FRA)

Destinations: 18 domestic and 210 international destinations

Frequent Flyer Program

Miles & More is Lufthansa’s loyalty program that rewards members with award miles when flying with partner airlines and through other purchases, such as car hire or hotel stays.

Status points can also be earned to gain exclusive privileges, such as priority check-in, increased baggage allowance, and upgrade vouchers.

Hot Tip: If you’re looking to earn miles quickly for your next reward flight, check out our article on the best ways to earn lots of Lufthansa Miles & More miles.

Ticketing Options

Economy Fares

Inclusions/RestrictionsEconomy SaverEconomy BasicEconomy Basic Plus IEconomy Flex II
RebookingNot permitted$300$300Permitted
RefundNot permittedNot permitted$300Permitted
Mileage Credit25%50%100%150%
Mileage UpgradeNot permittedNot permittedPermittedPermitted
Seat ReservationPermittedPermittedPermittedPermitted

Premium Economy Fares

Inclusions/RestrictionsPremium Economy BasicPremium Economy Basic PlusPremium Economy Flex
Rebooking$300$300Permitted
RefundNot permitted$500Permitted
Mileage Credit100%100%150%
Mileage UpgradeNot permittedNot permittedPermitted
Seat ReservationPermittedPermittedPermitted

Business Class

Inclusions/RestrictionsBusiness BasicBusiness Basic Plus IIBusiness Flex
Rebooking$450$450Permitted
RefundNot permitted$500Permitted
Mileage Credit100%150%200%
Mileage UpgradeNot permittedNot permittedPermitted
Seat ReservationPermittedPermittedPermitted
Lounge AccessBusiness LoungeBusiness LoungeBusiness Lounge
Check-inPriority check-inPriority check-inPriority check-in

First Class

Inclusions/RestrictionsEconomy SaverEconomy BasicEconomy Basic Plus IEconomy Flex II
Rebooking$450$450$750Permitted
RefundNot permitted$500$750Permitted
Mileage Credit300%300%300%300%
Mileage UpgradeN/AN/AN/AN/A
Seat ReservationPermittedPermittedPermittedPermitted
Lounge AccessSenator LoungeSenator LoungeSenator LoungeSenator Lounge
Check-inFirst Class check-inFirst Class check-inFirst Class check-inFirst Class check-in

Lufthansa Baggage and Other Fees/Add-Ons

Baggage Fees

Lufthansa has a standard piece concept, meaning passengers must adhere to the number of checked bags allocated to their fare type. The weight cannot be split across multiple pieces.

Lufthansa Carry-On Allowance

Economy and premium economy passengers may bring 1 standard carry-on, and business and first class passengers may bring 2. Each piece may weigh up to 17.6 pounds (8 kg) and measure up to 21.6 x 15.7 x 9 inches (55 x 40 x 23 cm).

All passengers may also bring 1 personal item measuring 11.8 x 15.7 x 3.9 inches (30 x 40 x 10 cm).

Lufthansa Checked Baggage Allowance

  • Economy: 1 x 50 pound (23 kg) bag
  • Premium Economy: 2 x 50 pound (23 kg) bags
  • Business Class: 2 x 70 pound (32 kg) bags
  • First Class: 3 x 70 pound (32 kg) bags

Additional / Excess Baggage Fees

Passengers that have purchased an Economy Light Fare may purchase 1 piece of luggage.

RouteOnline (Up to 2 Hours Before Departure)At Check-In
Domestic Routes (Between Germany)€15 / $16€30 / $35
Within Europe€25 / $27€40 / $44
Routes Between Europe and the U.S./Canada€60 / $70€60 / $70
All Other Long-Haul Routes€60 / $70€90 / $105

Passengers traveling to/from the U.S. or Canada may also purchase a second bag for €90 / $100 per way.

Additional Luggage for Other Fare Types

RouteEconomy and Premium Economy ClassBusiness and First Class 
Max 50 pounds (23 kg) and smaller than 62 inches (158 cm)53-70 pounds (24-32 kg) and smaller than 62 inches (158 cm)53-70 pounds (24-32 kg) and larger than 62 inches (158 cm)Max 50 pounds (23 kg)53-70 pounds (24-32 kg) and larger than 62 inches (158 cm)
Domestic (Within Germany)€70 / $80€110 / $126€150 / $173€70 / $80€110 / $126
Within Europe€80 / $92€130 / $149€180 / $206€80/ $92€130 / $149
To/From North Africa, Central Asia and Eastern Mediterranean Coast€100 / $115€175 / $201€250 / $287€100 / $115€175 / $201
Short Intercontinental Routes€150 / $173€250 / $287€350 / $402€150 / $173€250 / $287
Medium Intercontinental Routes€200 / $230€320 / $368€440 / $506€200 / $230€320 / $368
Long Intercontinental Routes€250 / $287€400 / $460€550 / $633€250 / $287€400 / $460
To/From Japan€150 / $200Heavier: €250 / $350
Larger: €350 / $500
€450 / $650€150 / $200€350 / $500

Hot Tip: View more information (including excess baggage fees) in our dedicated article about Lufthansa’s baggage policy.

Other Fees and Add-Ons

Change/Cancellation Fees (Cash Tickets)

For Most Destinations:
  • Changes: $300-$750
  • Cancellations: $300-$750

Cancellation and change fees for flights to/the U.S. can range between $250-$1,000 (per passenger). For changes, any fare difference would also apply.

Hot Tip: If you’ve booked an award flight, you can find out more pricing details in our article on airline cancellation and change fees for award flight bookings.

Reservation Service Fees

  • Online: No fee
  • Online for flights originating outside the U.S.: $16.50
  • Call center: $20
  • At the airport: $20

Secure Your Fare: $39 to hold the fare at its current price for up to 48 hours

Extra Legroom Seats

  • To/from North and Central Africa as well as the Middle East: $65
  • To/from Argentina, Brazil, Canada (Vancouver), China, Hong Kong, Japan, Korea, Mexico, Singapore, South Africa, U.S. (Los Angeles, Miami, San Francisco): $115
  • All other flights: $100

Lufthansa FlyNet® Internet

  • 1 hour: €9/$10 or 3,500 miles
  • 4 hours: €14/$15.50 or 4,500 miles
  • Entire flight: €17/$19 or 5,500 miles

Sky Phone (Onboard Telephone): $9.95 per minute

Unaccompanied Minor

  • Domestic flights within Germany or Europe: $90
  • Intercontinental flight: $165

Pet Transportation

RouteSmall Animals in Cabin (Max 17.6 pounds (8 kg))Medium Animals in HoldLarge Animals in Hold
Within Germany€35 / $50€50 / $70€150 / $200
Within Europe and third countries€50 / $70€100 / $150€200 / $300
Intercontinental€70 / $100€200 / $300€300 / $400

How to Avoid Paying Excess Fees and Expenses

There are several rewards cards where charges on your statement can be paid for by using your points/miles balance. We like Capital One cards for this strategy and here are the cards we recommend:

Capital One® VentureOne® Rewards Credit Card - This no annual fee card comes with a 20,000 mile welcome bonus (worth $200) once you spend $1,000 on purchases within the first 3 months from account opening. When you use your card for travel purchases (e.g. baggage fees), use your miles to pay off all, or part of, your statement! This is why we like this card.
Capital One® Venture® Rewards Credit Card - The "big brother" card to the VentureOne® with a larger 50,000 welcome bonus (worth $500) once you spend $3,000 on purchases within the first 3 months from account opening.

Lufthansa Lounges

JFK Lufthansa Senator Lounge
Lufthansa Senator Lounge at JFK. Image Credit: LoungeBuddy

First Class Lounges

GermanyEuropeIntercontinental
Frankfurt Airport (FRA)Geneva Airport (GVA)Chicago O’Hare International Airport (ORD)
Munich International Airport (MUC)Zurich Airport (ZRH)New York – John F. Kennedy International Airport (JFK)

Senator Lounges

Germany
EuropeIntercontinental
Berlin – Tegel Airport (TXL)Hanover Airport (HAJ)Geneva Airport (GVA) via SWISSDetroit Metropolitan Wayne County Airport (DTW)
Bremen Airport (BRE)Leipzig Airport (LEJ)London Heathrow Airport (LHR)Dubai International Airport (DXB)
Cologne Bonn Airport (CGN)Leipzig (LEJ)Paris – Charles De Gaulle Airport (CDG)Delhi Indira Gandhi International Airport (DEL)
Dresden Airport (DRS)Munich International Airport (MUC)Vienna International Airport (VIE) via AustrianNew York – John F. Kennedy International Airport (JFK)
Dusseldorf International Airport (DUS)Nuremberg Airport (NUE)Zurich Airport (ZRH) via SWISSNewark Liberty International Airport (EWR)
Frankfurt Airport (FRA)Stuttgart Airport (STR)Washington Dulles International Airport (IAD)
Hamburg Airport (HAM)

Business Lounges

Germany
EuropeIntercontinental
Berlin – Tegel Airport (TXL)Munich International Airport (MUC)Athens International Airport (ATH)Boston Logan International Airport (BOS)
Bremen Airport (BRE)Nuremberg Airport (NUE)Geneva Airport (GVA) via SWISSChicago O’Hare International Airport (ORD)
Cologne Bonn Airport (CGN)Munich International Airport (MUC)London Heathrow Airport (LHR)Detroit Metropolitan Wayne County Airport (DTW)
Dresden Airport (DRS)Nuremberg Airport (NUE)Milan Malpensa Airport (MXP)Dubai International Airport (DXB)
Dusseldorf International Airport (DUS)Stuttgart Airport (STR)Paris – Charles De Gaulle Airport (CDG)Delhi Indira Gandhi International Airport (DEL)
Frankfurt Airport (FRA)Vienna International Airport (VIE) via AustrianNew York – John F. Kennedy International Airport (JFK)
Hamburg Airport (HAM)Zurich Airport (ZRH) via SWISSNew York – John F. Kennedy International Airport (JFK) via SWISS, Terminal 4
Hanover Airport (HAJ)Newark Liberty International Airport (EWR)
Leipzig Airport (LEJ)Washington Dulles International Airport (IAD)

Hot Tip: For additional information, check out our piece on U.S. Lufthansa Lounges listing locations, hours, eligibility and more… 

Inflight Inclusions, Amenities, and Seat Specs

Economy

Lufthansa Economy
Lufthansa short-haul economy. Image Credit: Anansing via Shutterstock

Amenities include:

  • Cushioned seats measuring nearly 16 inches (40 cm) on long-haul flights with adjustable headrests
  • Touchscreen on long-haul flights with movies, music, and live sports
  • Meal, snacks, and beverages, including alcohol (number of meals depends on flight duration)
  • Blanket and pillow
  • Wi-Fi (available to purchase)

Premium Economy

Lufthansa Premium Economy
Lufthansa Premium Economy. Image Credit: Lufthansa

Amenities include:

  • Access to the Lufthansa lounge (for a fee)
  • Welcome drink onboard
  • Generously sized seat, recline, and legroom with up to 50% more space on all sides
  • 11-12 inch touchscreen on long-haul flights with movies, music, and live sports
  • Meal, snacks, and beverages, including alcohol (number of meals depends on flight duration)
  • Dining on fine china tableware
  • Bottled water at your seat
  • Blanket and pillow
  • Wi-Fi (available to purchase)

Business Class

Lufthansa Business Class Seat
Lufthansa Business Class. Image Credit: Stoyan Yotov via Shutterstock

Amenities include:

  • Access to the Lufthansa lounge
  • Priority boarding
  • Welcome drink
  • Middle seat remains free on short-haul flights
  • Seat that converts into a lie-flat bed on long-haul flights (nearly 79 inches long)
  • 11-12 inch touchscreen on long-haul flights with movies, music, and live sports
  • On-demand restaurant service dining, snacks, and beverages, including fine wines (number of meals depends on flight duration)
  • Access to the welcome lounge

First Class

Lufthansa First Class
Lufthansa First Class. Image Credit: Cherag Dubash

Lufthansa has 3 fits for first class, onboard the 747, A380, and on all other aircraft.

Amenities include:

  • Personal assistant on arrival at your destination airport
  • Valet parking at Frankfurt (FRA) and Munich (MUC) airports
  • Limousine service
  • Access to the lounge (including the First Class Terminal at Frankfurt airport)
  • Priority boarding
  • Seat that converts into a lie-flat bed on long-haul flights (nearly 79 inches long)
  • Up to 17-inch touchscreen on long-haul flights with movies, music, and live sports
  • Amenity kit
  • Flexible Michelin-quality fine dining, including caviar as a separate course (number of meals depends on flight duration)
  • Snacks and beverages, including fine wines
  • Privacy divider on some aircraft
  • Access to the welcome lounge

Hot Tip: Read our review of Lufthansa first class aboard the Boeing 747-830 from Boston to Frankfurt. Did it live up to expectations?

Seat Specs

Airbus A319
CabinSeat CountSeat Pitch/Bed LengthSeat Width
Business2431″18″
Economy10231″18″
Airbus A320 (Layout 1 and 2, A321, and A321 NEO)
Business26-2830″18″
Economy126-16630″18″
Airbus A330-300 (Layout 1 and 2)
First8 open suites81″31″
Business30-42 lie-flat seats64″/77-78″20.5″
Premium Economy2138″18″
Economy145-17731″17″
Airbus A330-300 (Layout 3)
Business42 lie-flat seats64″/78″20.5″
Premium Economy2838″18″
Economy18531″17″
Airbus A340-300 (Layout 1 and 2)
Business30-42 lie-flat seats64″/78″20.5″
Premium Economy2838-39″18″
Economy181-22131-32″17″
Airbus A340-300 (Layout 3)
Business18 lie-flat seats64″/78″20.5″
Premium Economy1938-39″18″
Economy26132″17″
Airbus A340-600 (Layout 1 and 2)
First8 lie-flat seats81″31″
Business44-56 lie-flat seats64″/78″20″
Premium Economy28-3238″18″
Economy189-21331″17.3″
Airbus A350-900 (Layout 1 and 2)
Business36-48 lie-flat seats64″/78″20″
Premium Economy2138″18″
Economy224-26231″17″
A380-800
First8 open suites81″31″
Business78 lie-flat seats64″/78″20″
Premium Economy5238″19″
Economy31731″18.2″
Boeing 747-400 (Layout 1 and 2)
Business53-67 lie-flat seats64″/78″20″
Premium Economy3238″19″
Economy272-30831″17.1″
Boeing 747-8
First8 open suites83″/81″31″
Business80 lie-flat seats64″/78″20″
Premium Economy3238″19″
Economy24431″17.1″
Bombardier CRJ-900
Business1131″17.5″
Economy6831″17.5″
Embraer E-190/E-195
Business832″18.9″
Economy92-10432″18.25-18.9″

Lufthansa Customer Satisfaction

It’s uncommon to come across negative comments on Lufthansa’s Facebook page, which is not surprising since quite a few followers have posted that their negative comments have been removed — not the sign of a transparent and balanced attitude towards customer service.

Some passengers have questioned whether Lufthansa truly deserves its 5-star status, with complaints of old aircraft, lousy food, and poor service.

One critical factor for the Skytrax accreditation is the consistency of standards, and passenger reviews don’t support this. Passenger opinion is divided, either raving about their experience with Lufthansa or stating they will never fly the airline again. There are very few middle ground reviewers, and that’s what happens with a 5-star airline as the expectation is so high.

Germans are known for their efficiency and professionalism, and this is often the praise Lufthansa receives about its cabin crew, pilots, and ground staff assisting flight connections.

Most Common Complaints

No official statistics can be found on Germany’s Aviation Authority website lba.de.

Consumer Rankings, Ratings, Etc

Skytrax Ranking: 5-Star Airline (out of 5)

Skytrax Customer Rating: 6/10

Tripadvisor Airline Review Rating: 4/5 (average from 34,532 reviews)

Kayak Customer Rating: 7.9/10 (average from 27,390 reviews)

AirHelp.com Overall Rating: 7.52/10 (quality of amenities, on-time arrivals, and how well an airline resolves flight delay compensation claims)

Safety and Performance

Lufthansa has a 7/7 safety record according to AirlineRatings.com. This rating is assessed using information from the World’s Aviation Governing Body, government, and crash records, and takes into account whether an airline has an IATA Operational Safety Audit Certification.

Recent Awards

Skytrax World Airline Awards 2019

  • Best Airline in Europe
  • Best Western European Airline

Final Thoughts

Like many European Airlines, 2018 and 2019 have been tough years for Lufthansa, with hesitant travelers due to the uncertainty of Brexit.

The airline’s long-haul services have remained profitable, so it’s unlikely Lufthansa will be going anywhere — especially with its 2.9% passenger growth in 2019, having transported 145 million passengers.

Lots of controversy surrounded the 5-star status Lufthansa was awarded in 2018, as it was based on the airline’s 777X cabin that hadn’t been launched at the time of the award. There’s no doubt about it, the new cabin concepts look amazing, and hopefully, they will live up to the 5-star rating.


Erin Miller

About Erin Miller

Erin currently maintains her status as Alex's adventure-seeking partner-in-crime and contributes to Upgraded Points through in-depth content creation & relationship management.
She caught the travel bug just after high school when her grandmother took her on a two-week, whirlwind trip around Europe. That was that - she's been gallivanting around the globe ever since (26 countries & counting)!

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