Advertiser Disclosure

Many of the credit card offers that appear on this site are from credit card companies from which we receive financial compensation. This compensation may impact how and where products appear on this site (including, for example, the order in which they appear). However, the credit card information that we publish has been written and evaluated by experts who know these products inside out. We only recommend products we either use ourselves or endorse. This site does not include all credit card companies or all available credit card offers that are on the market. See our advertising policy here where we list advertisers that we work with, and how we make money. You can also review our credit card rating methodology.

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

Erin Miller's image
Erin Miller
Erin Miller's image

Erin Miller

Content Contributor

188 Published Articles

Countries Visited: 26U.S. States Visited: 28

An experienced points hacker, Erin is Alex’s partner-in-crime and contributes to Upgraded Points with in-depth guides and relationship management. Erin’s work has been cited in multiple major publicat...
Edited by: Stella Shon
Stella Shon's image

Stella Shon

News Managing Editor

94 Published Articles 669 Edited Articles

Countries Visited: 25U.S. States Visited: 22

With a degree in media and journalism, Stella has been in the points and miles game for more than 6 years. She most recently worked as a Corporate Communications Analyst for JetBlue. Find her work in ...
& Keri Stooksbury
Keri Stooksbury's image

Keri Stooksbury

Editor-in-Chief

35 Published Articles 3228 Edited Articles

Countries Visited: 47U.S. States Visited: 28

With years of experience in corporate marketing and as the executive director of the American Chamber of Commerce in Qatar, Keri is now editor-in-chief at UP, overseeing daily content operations and r...

We may be compensated when you click on product links, such as credit cards, from one or more of our advertising partners. Terms apply to the offers below. See our Advertising Policy for more about our partners, how we make money, and our rating methodology. Opinions and recommendations are ours alone.

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

SCROLL FOR MORE
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

SCROLL FOR MORE
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

SCROLL FOR MORE
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

SCROLL FOR MORE
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.

SCROLL FOR MORE
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

SCROLL FOR MORE
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

SCROLL FOR MORE
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 as you can redeem Capital One miles at a 1:1 cent ratio for statement credits for previous travel purchases (within 90 days). Here are the cards we recommend:

TOP PICK
Capital One Venture X Rewards Credit CardTerms Apply / Rates & Fees
U.P. Rating 
The rating for this card has been determined by our own industry experts who know the in's and out's of credit card products. Bonuses, rewards as well as rates and fees are all taken into account. Compensation from the issuer does not affect our rating. We only recommend products we either use ourselves or endorse.

The Capital One Venture X card is an excellent option for travelers looking for an all-in-one premium credit card.

Learn More(at Capital One's secure site)
The Capital One Venture X card is an excellent option for travelers looking for an all-in-one premium credit card.
Earn 75,000 bonus miles when you spend $4,000 on purchases in the first 3 months from account opening, equal to $750 in travel.
75,000 miles
$1,350
$395
19.99% - 29.99% (Variable)
Upgraded Points credit ranges are a variation of FICO®Score 8, one of many types of credit scores lenders may use when considering your credit cardapplication.
Excellent (740-840)

The Capital One Venture X Rewards Credit Card is the premium Capital One travel rewards card on the block.

Points and miles fans will be surprised to see that the Capital One Venture X card packs quite the punch when it comes to bookings made through Capital One, all while offering the lowest annual fee among premium credit cards.

Depending on your travel goals and preferences, the Capital One Venture X card could very well end up being your go-to card in your wallet.

 

Pros
  • 10x miles per $1 on hotels and rental cars purchased through Capital One Travel
  • 5x miles per $1 on flights purchased through Capital One Travel
  • 2x miles per $1 on all other purchases
Cons
  • $395 annual fee (rates & fees)
  • Does not offer bonus categories for flights or hotel purchases made directly with the airline or hotel group, the preferred booking method for those looking to earn elite status
  • Earn 75,000 bonus miles when you spend $4,000 on purchases in the first 3 months from account opening, equal to $750 in travel
  • Receive a $300 annual credit for bookings through Capital One Travel, where you'll get Capital One's best prices on thousands of trip options
  • Get 10,000 bonus miles (equal to $100 towards travel) every year, starting on your first anniversary
  • Earn unlimited 10X miles on hotels and rental cars booked through Capital One Travel and 5X miles on flights booked through Capital One Travel
  • Earn unlimited 2X miles on all other purchases
  • Unlimited complimentary access for you and two guests to 1,300+ lounges, including Capital One Lounges and the Partner Lounge Network
  • Use your Venture X miles to easily cover travel expenses, including flights, hotels, rental cars and more—you can even transfer your miles to your choice of 15+ travel loyalty programs
  • Elevate every hotel stay from the Premier or Lifestyle Collections with a suite of cardholder benefits, like an experience credit, room upgrades, and more
  • Receive up to a $100 credit for Global Entry or TSA PreCheck®
Financial Snapshot
  • APR: 19.99% - 29.99% (Variable)
  • Foreign Transaction Fees: None
Rewards Center

Capital One Miles

 

Capital One Venture Rewards Credit CardTerms Apply / Rates & Fees
U.P. Rating 
The rating for this card has been determined by our own industry experts who know the in's and out's of credit card products. Bonuses, rewards as well as rates and fees are all taken into account. Compensation from the issuer does not affect our rating. We only recommend products we either use ourselves or endorse.

Get 2x miles plus some of the most flexible redemptions offered by a travel credit card!

Learn More(at Capital One's secure site)
Get 2x miles plus some of the most flexible redemptions offered by a travel credit card!
Enjoy a one-time bonus of 75,000 miles once you spend $4,000 on purchases within 3 months from account opening, equal to $750 in travel.
75,000 miles
$1,350
$95
19.99% - 29.99% (Variable)
Upgraded Points credit ranges are a variation of FICO®Score 8, one of many types of credit scores lenders may use when considering your credit cardapplication.
Good to Excellent Credit (670-850)

The Capital One Venture Rewards Credit Card is one of the most popular rewards cards on the market. It’s perfect for anyone in search of a great welcome offer, high rewards rates, and flexible redemption options.

Frequent travelers with excellent credit may benefit from this credit card that offers a lot of bells and whistles. And it offers easy-to-understand rewards earning and redemption.

Pros
  • 5x miles per $1 on hotels and rental cars booked through Capital One Travel
  • 2x miles per $1 on all other purchases
  • Global Entry or TSA PreCheck application fee credit
Cons
  • Enjoy a one-time bonus of 75,000 miles once you spend $4,000 on purchases within 3 months from account opening, equal to $750 in travel
  • Earn unlimited 2X miles on every purchase, every day
  • Earn 5X miles on hotels and rental cars booked through Capital One Travel, where you'll get Capital One's best prices on thousands of trip options
  • Miles won't expire for the life of the account and there's no limit to how many you can earn
  • Receive up to a $100 credit for Global Entry or TSA PreCheck®
  • Use your miles to get reimbursed for any travel purchase—or redeem by booking a trip through Capital One Travel
  • Enrich every hotel stay from the Lifestyle Collection with a suite of cardholder benefits, like a $50 experience credit, room upgrades, and more
  • Transfer your miles to your choice of 15+ travel loyalty programs
Financial Snapshot
  • APR: 19.99% - 29.99% (Variable)
  • Foreign Transaction Fees: None
Rewards Center

Capital One Miles

Capital One VentureOne Rewards Credit CardTerms Apply / Rates & Fees
U.P. Rating 
The rating for this card has been determined by our own industry experts who know the in's and out's of credit card products. Bonuses, rewards as well as rates and fees are all taken into account. Compensation from the issuer does not affect our rating. We only recommend products we either use ourselves or endorse.

The card offers unlimited miles at 1.25x per $1 and no annual fee. When you consider the flexible rewards, frequent travelers come out on top.

Learn More(at Capital One's secure site)
The card offers unlimited miles at 1.25x per $1 and no annual fee. When you consider the flexible rewards, frequent travelers come out on top.
Earn a bonus of 20,000 miles once you spend $500 on purchases within 3 months from account opening, equal to $200 in travel.
20,000 miles
$360
$0
19.99% - 29.99% (Variable),0% intro on purchases for 15 months
Upgraded Points credit ranges are a variation of FICO®Score 8, one of many types of credit scores lenders may use when considering your credit cardapplication.
Good to Excellent (670-850)

Interested in a travel rewards credit card without one of those pesky annual fees? Then say hello to the Capital One VentureOne Rewards Credit Card.

In addition to no annual fee, the Capital One VentureOne card offers no foreign transaction fees.

But is this card worth its salt, or is it merely a shell of the more popular Capital One Venture card?

Pros
Cons
  • Weak earn rate at 1.25x miles per $1 spent on all purchases
  • No luxury travel or elite benefits
  • $0 annual fee and no foreign transaction fees
  • Earn a bonus of 20,000 miles once you spend $500 on purchases within 3 months from account opening, equal to $200 in travel
  • Earn unlimited 1.25X miles on every purchase, every day
  • Miles won't expire for the life of the account and there's no limit to how many you can earn
  • Earn 5X miles on hotels and rental cars booked through Capital One Travel, where you'll get Capital One's best prices on thousands of trip options
  • Use your miles to get reimbursed for any travel purchase—or redeem by booking a trip through Capital One Travel
  • Transfer your miles to your choice of 15+ travel loyalty programs
  • Enjoy 0% intro APR on purchases and balance transfers for 15 months; 19.99% - 29.99% variable APR after that; balance transfer fee applies
Financial Snapshot
  • APR: 19.99% - 29.99% (Variable),0% intro on purchases for 15 months
  • Foreign Transaction Fees: None
Rewards Center

Capital One Miles

Lufthansa Lounges

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

First Class Lounges

SCROLL FOR MORE
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

SCROLL FOR MORE
Germany
EuropeIntercontinental
Berlin Brandenburg Airport (BER)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

SCROLL FOR MORE
Germany
EuropeIntercontinental
Berlin Brandenburg Airport (BER)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

Starting in the summer of 2021, Lufthansa will debut catering from Munich-based dean&david through Gate Gourmet with a price range of €2 to €12. Hot beverages and confectionery and patisserie specialties continue to be supplied by Munich-based Dallmayr.

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)
    • Starting in spring 2021, a complimentary snack will no longer be served on short and medium-haul routes; passengers can purchase food or beverages at their leisure
  • 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. Plus there are plans to install first class seats on new A350-900 planes in 2023.

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

SCROLL FOR MORE
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's image

About Erin Miller

An experienced points hacker, Erin is Alex’s partner-in-crime and contributes to Upgraded Points with in-depth guides and relationship management. Erin’s work has been cited in multiple major publications.

INSIDERS ONLY: UP PULSE

Deluxe Travel Provided by UP Pulse

Get the latest travel tips, crucial news, flight & hotel deal alerts...

Plus — expert strategies to maximize your points & miles by joining our (free) newsletter.

We respect your privacy. This site is protected by reCAPTCHA. Google's privacy policy  and terms of service  apply.

Deluxe Travel Provided by UP Pulse
DMCA.com Protection Status