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How to complain to Lufthansa

Problems with Lufthansa, such as delays, cancellations, denied boarding and lost luggage, are easier to resolve with a short written complaint that names your rights and sets a deadline. Here's how to do it, with a free letter you can send today.

Start your letter to Lufthansa

Your rights

  • Lufthansa is an EU airline, so EU Regulation 261/2004 covers its flights departing from the EU and its flights arriving in the EU from outside it.
  • You can claim €250 to €600 per passenger for long delays, short-notice cancellations and denied boarding, depending on the flight distance.
  • If you're stuck at the airport, the airline must also provide meals, refreshments and, if needed, a hotel and transfer.

Step by step

  1. Collect your evidence

    Gather your booking or order confirmation, reference numbers, screenshots, photos and receipts. Write down dates and the names of anyone you spoke to.

  2. Use Lufthansa's official complaint channel

    Look for the complaints or contact form on Lufthansa's official website or app. Using the official channel creates a record and stops the company saying it never received your complaint.

  3. Send a written letter with a deadline

    Paste your plaint letter into the form or email, or send it by registered post. A clear deadline, usually 14 days, shows you're serious.

  4. Escalate if there's no answer

    If the airline rejects your claim or doesn't reply within the deadline, complain to the national enforcement body of the country where the incident happened, or use an approved dispute resolution scheme for air passengers. A claim service or the small claims court are the next steps after that.

Questions people ask

How do I make a complaint to Lufthansa?

Use the complaint or contact form on Lufthansa's official website, and paste in a written letter that sets out what happened, what you want and a deadline for a reply. Keep a copy of everything you send.

How long does Lufthansa take to reply to a complaint?

Response times vary. Give the company a fixed deadline in your letter, usually 14 days, and escalate if it passes without a proper answer.

Can I get compensation from Lufthansa for a delayed flight?

Yes, if the flight is covered by EU261 or UK261, arrived at least three hours late and the delay wasn't caused by extraordinary circumstances such as severe weather. Use the flight delay template to claim from Lufthansa.

plaint is an independent site and is not affiliated with, endorsed by or connected to Lufthansa. The name is used only to identify the company. This guide is general information, not legal advice.