Lufthansa Airlines Customer Care India: Contacts, Policies, and Practical Guidance

Official contact channels that work from India

Lufthansa handles customer support for India-based passengers primarily through its global service infrastructure. The fastest starting point is the Help & Contact hub, where you can choose “India” as your location to reveal the current phone options and request callbacks. Have your six-character booking code (PNR) and 13-digit ticket number (usually starting with 220) ready; agents will ask for these before they can view or change your booking.

Phone availability and languages vary by queue, but English service is available 24/7. If the India queue is busy, the German service center is a reliable fallback. Digital channels are effective for non-urgent issues—manage your booking online for seat selection, rebooking within fare rules, special assistance requests, and refunds. For formal complaints and post-travel claims, use the dedicated feedback form to obtain a case ID that you can quote in any escalation.

• Help and Contact (India): https://www.lufthansa.com/in/en/help-and-contact
• Manage booking and refunds: https://www.lufthansa.com/in/en/flight-reservation-manage-booking
• Flight status and travel updates: https://www.lufthansa.com/in/en/flight-status
• Baggage tracing (WorldTracer): https://www.lufthansa.com/in/en/baggage-tracing
• Special assistance (medical, mobility, seating): https://www.lufthansa.com/in/en/special-assistance
• Customer Relations/Feedback (for claims): https://www.lufthansa.com/in/en/feedback
• Global Service Center (Germany, 24/7): +49 69 86 799 799
• Social media (updates only; avoid sending sensitive data): X/Twitter @lufthansa, Facebook facebook.com/lufthansa

Airport counters and local stations in India

Lufthansa operates international departures from major Indian gateways. Customer care at the airport is primarily delivered at the check-in area and the departure gate on the day of travel. Counters usually open about 3 hours before scheduled departure for long-haul flights and close approximately 60 minutes prior. Same-day operational issues—rebooking during disruptions, involuntary downgrades, or baggage irregularities—are most efficiently handled at these desks.

Key stations include New Delhi and Mumbai. Addresses for planning purposes: Indira Gandhi International Airport (Terminal 3), New Delhi 110037; Chhatrapati Shivaji Maharaj International Airport (Terminal 2), Sahar, Andheri East, Mumbai, Maharashtra 400099. Station hours follow the flight schedule and may expand during irregular operations. For non-travel-day requests (name corrections, medical clearance, voluntary changes), the call center or online channels are recommended.

What Lufthansa customer care can resolve for India-based travelers

Customer care can change or cancel tickets in line with fare rules, add ancillary services (extra baggage, preferred seating), and process refunds or travel vouchers. Economy Light fares are the most restrictive (typically no checked bag and limited changes), while Economy Classic, Premium Economy, Business, and First offer progressively more flexibility and allowances; any fare difference applies when rebooking.

Special service requests (SSR) such as wheelchair assistance (WCHR/WCHS/WCHC), seating accommodations, and medical clearances are handled via the service center or the special assistance portal. For travel with medical devices or if a MEDIF is required, submit documents as early as possible—ideally at least 48 hours before departure—to allow the medical desk time to review.

Miles & More inquiries (missing miles credits, status questions) are supported online and via customer care, though some account-specific actions may need to be handled through the Miles & More portal. If your booking involves Lufthansa Group partners (SWISS, Austrian Airlines, Brussels Airlines, Eurowings Discover), customer care can typically service the full itinerary, subject to the operating carrier’s policies.

Response times, fees, and policies that matter

Response times fluctuate with demand. During large-scale disruptions (e.g., weather in Frankfurt/Munich), waits can exceed 30–45 minutes. Outside peak periods, India-based callers often connect in 5–15 minutes. Early morning (06:00–08:00 IST) tends to be quieter. For non-urgent items, online forms generally receive an initial response within 24–72 hours.

If Lufthansa cancels your flight and you choose a refund, EU regulations require airlines to refund within seven days; banks can take additional days to post the credit. Voluntary refunds (when allowed by your fare) follow the fare’s conditions and may take longer. Rebooking policies vary by fare brand; expect change fees on some Economy fares plus any fare difference. No-show penalties can be significant—contact customer care before departure if your plans change.

Seat selection fees depend on route, cabin, and seat type (standard, extra legroom, preferred zone). Extra baggage is charged per piece and route; buying online in advance is typically cheaper than at the airport. Always check the exact fee for your route in Manage Booking before paying at the counter.

Baggage rules and claims for India departures

Carry-on: Economy and Premium Economy may bring 1 piece up to 55 x 40 x 23 cm (plus a small personal item around 40 x 30 x 10 cm), each typically up to 8 kg. Business and First generally allow 2 carry-on items at up to 8 kg each. Checked baggage usually follows piece concepts by cabin: Economy Classic/Flex 1 x 23 kg; Premium Economy 2 x 23 kg; Business 2 x 32 kg; First 3 x 32 kg. Economy Light usually includes no checked bag. Always verify your specific allowance in your e-ticket or Manage Booking, as allowances can vary by route and fare.

For damaged or delayed baggage, file a Property Irregularity Report (PIR) at the airport before leaving customs. Deadlines: report damage within 7 days and delays within 21 days of delivery. Track your case via WorldTracer and submit receipts for interim purchases where applicable. Airline liability for baggage on international itineraries is governed by the Montreal Convention, typically up to around 1,288 Special Drawing Rights (SDR) per passenger; limits are periodically adjusted—check the latest on Lufthansa’s site.

Compensation and passenger rights on India–Europe flights

Because Lufthansa is an EU carrier, Regulation (EC) No 261/2004 applies to flights to and from the EU. If you arrive at your final destination 3+ hours late due to reasons within the airline’s control (e.g., technical issues, crew rotations), you may be entitled to compensation: €250 (≤1,500 km), €400 (1,500–3,500 km), or €600 (>3,500 km). Most India–Germany routes exceed 3,500 km, so the €600 tier often applies. Extraordinary circumstances (severe weather, ATC restrictions, security) are excluded.

In addition, you have rights to care during long delays (meals, refreshments, and—when necessary—hotel accommodation and transfers) and the choice between rerouting or a refund when flights are canceled. File claims via the Feedback form; include flight/date, booking code, delay length, and any receipts for care not provided at the airport. Keep copies of boarding passes and any written notices you received at the gate.

Practical tips to get faster, better help

Preparation speeds up every interaction with customer care and improves outcomes during disruptions. The following checklist reflects frequent pain points for India-based travelers and what agents typically need to action requests quickly.

• Keep key identifiers handy: PNR (6 letters/numbers) and ticket number (13 digits, Lufthansa starts with 220).
• Confirm passenger name format exactly as in passport; minor spelling fixes are easier if requested early.
• Pre-research alternatives: note 2–3 acceptable reroutes or dates before you call; agents can action faster if you propose specific flight numbers.
• Know your fare brand (Light, Classic, Flex) and cabin; change/refund permissions depend on this.
• For special assistance, submit requests at least 48 hours before departure and bring medical documentation if required.
• When a disruption occurs, check the app/site first for self-service rebooking; if unsuitable, call and request a human agent with your case ID.
• If calling internationally, the German line +49 69 86 799 799 is 24/7; use a VoIP app to reduce charges.
• Document everything: note the date/time, agent name (or ID), and any case numbers provided for smooth follow-up.

If your issue is time-critical (same-day travel), prioritize the airport desk and gate staff, who can reissue boarding passes and take immediate operational actions. For post-travel claims, always submit via the feedback portal first to create an auditable trail before escalating.

Escalation paths and formal complaints from India

If your issue remains unresolved, ask the agent for a supervisor call-back and a written case summary emailed to you. For formal written complaints (including EU261 claims), submit via the Feedback form and retain the case ID. For postal correspondence, you may write to Lufthansa German Airlines, Customer Relations, P.O. Box 710234, 60492 Frankfurt, Germany; include copies (not originals) of tickets, boarding passes, and receipts.

India’s aviation grievance portal AirSewa (https://airsewa.gov.in/) can be used to escalate unresolved service complaints after you have attempted resolution with the airline. Typical response targets: Lufthansa aims to reply to customer relations cases within 14–28 days, while AirSewa generally expects airlines to respond within 30 days. Keep all documentation and correspondence for reference if further escalation is required.