Lufthansa Customer Service: How to Get the Right Help for Your Travel Problem

Last Updated: August 2026

Editorial Review: This guide was reviewed by the FlyTripInfo editorial team using publicly available Lufthansa information. It provides independent travel guidance and is not an official Lufthansa resource.

Quick answer: Many common Lufthansa travel issues can be handled through My Bookings, the Lufthansa app, or the airline’s Help & Contact tools without calling. These options can help with eligible flight changes, cancellations, refunds, seat selection, check-in, and additional services. Phone or airport support is more useful when your issue is urgent, complex, or cannot be resolved online.

The best option depends on what you need help with and how soon you are travelling.

Start With the Online Option

For routine requests, My Bookings is usually the best place to start.

Depending on your booking, you may be able to:

• View your itinerary
• Change an eligible flight
• Cancel a booking
• Request a refund
• Select or change a seat
• Add baggage or other services
• Check in
• Download travel documents and receipts

Lufthansa’s online tools are available around the clock, so you can often resolve a simple issue without waiting for customer support.

If you are checking baggage options before making a change, our Lufthansa Baggage Fees guide explains baggage allowances and possible extra charges.

Looking for available fares, travel offers, or booking options? You can also speak with our travel assistance team at +1-855-510-5187 or +44-800-031-4242.

Which Lufthansa Support Option Should You Use?

Choose the channel based on how urgent or complicated your problem is.

Situation	Best place to start
Change an eligible booking	My Bookings
Cancel and request a refund	My Bookings
Choose a seat	My Bookings
Add baggage	My Bookings
General questions	Lufthansa Help & Contact / Chat Assistant
Urgent travel problem	Lufthansa regional support
Missing or damaged baggage	Airport baggage desk
Lost baggage after leaving the airport	Online baggage tracking
Formal complaint	Customer Relations
Ticket booked through an agency	Your travel agency

Lufthansa’s Help & Contact section currently provides separate options for rebooking, refunds, check-in, baggage, and other travel issues.

When Is Calling Lufthansa Worth It?

Call Lufthansa when the online tools cannot solve the problem or you need help with an urgent situation.

Phone support is particularly useful for:

• Travel within the next 24 hours
• Complex itineraries
• Booking or payment problems
• Special assistance that needs confirmation
• Changes that are not available through My Bookings
• Problems caused by a flight disruption

Lufthansa uses regional contact numbers, so there is no single number that applies to every traveler. For example, the US passenger support number is listed by Lufthansa as 1-800-645-3880, while other countries have their own contact options. Always check the Lufthansa website for the number applicable to your location.

Have your booking code, passenger name, flight details, and any relevant documents ready before calling.

Need to Change or Cancel a Lufthansa Flight?

Start with My Bookings and check your fare conditions before paying for a change.

The options available depend on your ticket and the reason for the change.

If you want to change the flight

1. Open My Bookings.
2. Enter your booking details.
3. Check whether a change option is available.
4. Review the new flight and any applicable charges.
5. Confirm the change only after checking the new itinerary.

Flexible fares generally provide more options than restrictive fares, but the exact rules depend on the ticket you purchased.

If Lufthansa changed your flight

Do not automatically treat an airline schedule change like a voluntary change.

First check the rebooking or refund options Lufthansa provides for the affected booking. Depending on the change and applicable rules, you may have different options from those available when you simply decide to change your trip.

Example: If Lufthansa moves your flight several hours earlier or later, check the airline’s options before paying to move yourself to another flight.

Need help exploring alternative travel options or current offers? Contact our travel assistance team at +1-855-510-5187 or +44-800-031-4242.

How to Request a Lufthansa Refund

Eligible refunds can often be requested through My Bookings or the Lufthansa Chat Assistant. If those options do not work, Lufthansa also provides alternative refund forms.

Before requesting a refund:

• Check your fare conditions.
• Confirm whether the cancellation is voluntary or airline-caused.
• Check whether you purchased the ticket directly from Lufthansa.
• Keep your booking and payment details ready.

For tickets purchased directly from Lufthansa, eligible refunds are generally returned to the original payment method. Tickets purchased through a travel agency or third-party website should normally be handled through that provider.

Lufthansa’s refund rules also differ depending on whether the airline cancelled or significantly changed your flight.

Baggage Problems Need Quick Action

If your checked bag does not arrive, report it at the airport baggage desk before leaving the airport.

For a delayed or missing bag:

1. Go to the baggage service desk.
2. Provide your baggage tag and flight details.
3. File the baggage report.
4. Keep the reference number.
5. Use the airline’s baggage tracking tools for updates.

For baggage reimbursement requests, keep receipts for reasonable expenses and any documents provided at the airport. Lufthansa specifically asks for the airport reference number and original receipts for baggage-related reimbursement requests in its US Customer Relations guidance.

If you are still preparing for your trip, our Lufthansa Carry-On & Check-In guide can help you check cabin baggage and check-in requirements before departure.

Online Check-In: What If It Doesn’t Work?

Lufthansa offers online check-in through its website and app, but the exact check-in window can vary by flight and airport.

If you cannot check in online:

• Check whether check-in has opened.
• Confirm your booking details.
• Check whether travel documents need verification.
• Try the Lufthansa app or website again.
• Go to the airport counter if online check-in remains unavailable.

Lufthansa notes that check-in deadlines can vary by airport, so do not rely on one universal cut-off time for every journey.

For cabin baggage limits and what you can take onboard, see our Lufthansa Carry-On & Check-In guide.

Seat Selection and Upgrades

Most seat selection requests can be handled through My Bookings.

Open your booking and check the available seat map. Whether a seat is free or paid depends on factors such as your fare and the seat category.

Customer support may be useful if:

• A previously selected seat disappears.
• Your aircraft changes.
• You cannot access the seat map.
• Your booking has a special seating requirement.
• You need help understanding an upgrade option.

For a detailed breakdown of Lufthansa seat options and upgrades, see our Lufthansa Seat Selection & Upgrade guide.

Special Assistance Should Be Arranged Before Travel

If you need wheelchair assistance, medical support, or other accessibility services, request them as early as possible.

Lufthansa recommends contacting the airline in advance for certain assistance needs. For travel to or from the US, Lufthansa currently recommends contacting the airline at least 72 hours before departure for additional assistance arrangements.

Support may include:

• Wheelchair assistance
• Mobility support
• Assistance with connections
• Medical equipment arrangements
• Guide or assistance animals
• Other accessibility requirements

More complex medical needs may require additional information or approval, so avoid leaving the request until the day of travel.

What If You Booked Through a Travel Agency?

Contact the travel agency first for changes or refunds when it issued your ticket.

Lufthansa states that tickets purchased through travel agencies or third-party portals should generally be handled through the original provider for refunds.

This can save time because the agency may control the ticket and its available changes.

How to Make a Lufthansa Complaint

A clear written complaint with supporting documents is usually more useful than a general message.

When submitting a Lufthansa complaint:

1. Explain what happened.
2. Include your booking reference and flight details.
3. Add receipts, photos, or other evidence.
4. Explain the resolution you are requesting.
5. Keep a copy of your submission and any reference number.

Lufthansa provides Customer Relations channels for feedback and complaints. Response times and contact options can vary by region.

If your complaint involves passenger rights, you may also have options under the rules that apply to your journey.

Real Travel Situations

Your flight is cancelled today

Check My Bookings first for rebooking or refund options. If you are already at the airport and need immediate help, speak with Lufthansa staff.

Your checked bag is missing

Report it before leaving the baggage area and keep the baggage report reference number.

You want to change tomorrow’s flight

Check My Bookings first. If your ticket cannot be changed online, use the relevant Lufthansa support channel.

Online check-in is not working

Check the check-in window and travel document requirements. If the problem continues, complete check-in at the airport if available.

You need wheelchair assistance

Request the service before departure. For some journeys, Lufthansa recommends contacting the airline at least 72 hours in advance.

Avoid These Common Lufthansa Support Mistakes

• Calling before checking My Bookings: Many routine requests can be completed online.
• Using the wrong contact number: Lufthansa contact details vary by country.
• Leaving the airport without reporting missing baggage: Get the baggage reference before leaving.
• Waiting until departure day for special assistance: Some services require advance planning.
• Contacting Lufthansa about a third-party ticket: The original travel agency may need to handle the change or refund.
• Assuming every fare has the same refund rules: Fare conditions can differ significantly.

Before You Travel

Use this quick checklist before leaving for the airport:

✓ Check your flight status
✓ Review your booking
✓ Confirm your baggage allowance
✓ Complete check-in when available
✓ Save your boarding pass
✓ Confirm your seat
✓ Check passport and visa requirements
✓ Confirm any special assistance requests

If you are still preparing your cabin baggage, our Lufthansa Carry-On & Check-In guide can help you check the relevant rules.

For assistance with available travel options, fares, and offers, you can reach our team at +1-855-510-5187 or +44-800-031-4242.

Frequently Asked Questions

Final Takeaways

The easiest way to get Lufthansa help is to use the right channel for your problem.

• Use My Bookings for routine changes and services.
• Use regional support for urgent or complex issues.
• Report baggage problems before leaving the airport.
• Request special assistance in advance.
• Contact the travel agency for tickets it issued.
• Always check the latest Lufthansa information because contact methods, rules, and procedures can change.

For wider airline guidance, explore our Customer Service, Carry-On & Check-In, and Seat Selection & Upgrade.

FlyTripInfo is an independent travel information website and is not affiliated with Lufthansa.

The information on this page is intended for general travel guidance only. Contact details, support hours, booking options, refund procedures, baggage rules, and travel policies may change without notice and can vary by country, fare, or itinerary. Travelers should always verify the latest information directly with Lufthansa before departure, especially when traveling on partner-operated flights or connecting itineraries.