Question 1

What is the Lufthansa customer assistance phone number?

Accepted Answer

You can reach our assistance team at +1 850 610 6894. Calls are answered open 24 hours, and you can also send us a message using the contact form on this website.

Question 2

What are your opening hours?

Accepted Answer

Open 24 hours. Phone assistance and in-person help at our airport service desk follow the same schedule, including weekends and public holidays.

Question 3

How long does it take to get a reply to a message?

Accepted Answer

Messages sent through the contact form are typically answered within one business day. Anything urgent — a same-day flight, a missing bag or airport assistance — is faster by phone.

Question 4

Is this the official Lufthansa website?

Accepted Answer

This site is a customer assistance and support page. Online booking, check-in and your Miles & More account are managed on the official airline website at www.lufthansa.com.

Question 5

Can I change or cancel my flight through customer assistance?

Accepted Answer

Yes. Our agents can rebook, reschedule or cancel eligible tickets. Any fare difference or change fee is explained to you before anything is confirmed, and you receive a new confirmation by email.

Question 6

How do I request a refund?

Accepted Answer

Tell us your booking reference and the reason for the refund and we open a refund case for you. Refundable fares are returned to the original form of payment, usually within 7–14 business days depending on your bank.

Question 7

My flight was cancelled or delayed. What am I entitled to?

Accepted Answer

You are rebooked on the next available flight at no extra cost. Depending on the length of the delay and the route, you may also be entitled to meals, hotel accommodation, transport, or compensation under EU Regulation 261/2004. We check your specific case and tell you exactly what applies.

Question 8

Can I add a seat, extra bag or meal request to an existing booking?

Accepted Answer

Yes. Seat selection, extra baggage allowance, special meals and pet travel can all be added to an existing reservation, subject to availability on your flight.

Question 9

How do I use a travel voucher?

Accepted Answer

Give us the voucher number and we apply it to your new booking. Vouchers are valid for the period shown on the voucher itself and can usually be used for flights, seats and baggage.

Question 10

How do I report delayed, lost or damaged baggage?

Accepted Answer

Report it as soon as you notice the problem — in person at the service desk, by phone, or through the service request form on this site. You receive a file reference number you can quote in any follow-up.

Question 11

How long does it take to trace a delayed bag?

Accepted Answer

Most delayed bags are located and delivered within 24–48 hours. If a bag is still missing after 21 days it is treated as lost and a compensation claim is opened.

Question 12

What is the checked baggage allowance?

Accepted Answer

Allowance depends on your fare and route — typically one or two checked bags up to 23 kg each in Economy and up to 32 kg each in Business. We can confirm the exact allowance on your ticket and quote the price of extra bags.

Question 13

Can damaged luggage be repaired or replaced?

Accepted Answer

Yes. Submit a service request with photos of the damage and your baggage tag number. We arrange repair through a partner workshop, or replacement when repair is not possible.

Question 14

When does check-in open and close?

Accepted Answer

Online check-in opens 23 hours before departure. Airport check-in desks close 60 minutes before departure on most flights, and boarding gates close 20 minutes before departure — please allow extra time for security.

Question 15

I missed my flight. What should I do?

Accepted Answer

Contact us straight away. Depending on your fare, we can place you on the next available flight, sometimes for a rebooking fee, and re-tag any bags already checked in.

Question 16

Can you help with a connecting flight that is too tight?

Accepted Answer

Yes. If your connection is at risk we look at protection options, alert the arriving station where possible, and rebook you onto a later connection before you are stranded.

Question 17

How do I arrange wheelchair or mobility assistance?

Accepted Answer

Request it at least 48 hours before departure by phone or through the service request form. Assistance covers help through the terminal, boarding, and connections, and travelling with your own wheelchair is free of charge.

Question 18

Can you help with unaccompanied minors or families?

Accepted Answer

Yes. We arrange the unaccompanied minor service for children travelling alone, and help families with seating together, bassinets, and stroller handling at the gate.

Question 19

Do you offer assistance in languages other than English?

Accepted Answer

Yes. Multilingual assistance is available, including German, and we can arrange an interpreter for other languages on request.

Question 20

Can you accommodate medical needs or assistance animals?

Accepted Answer

Yes. Tell us about oxygen, medical equipment, dietary needs or a recognised assistance animal when you contact us, and we handle the clearance and paperwork with the airline before your flight.

Frequently asked questions

Contacting us

Bookings and tickets

Baggage

Check-in and at the airport

Special assistance

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