Lufthansa Customer Care in Germany: Contacts, Processes, and Practical Guidance

How to Reach Lufthansa Customer Care in Germany

The quickest way to reach Lufthansa’s Service Center in Germany is by phone at +49 (0) 69 86 799 799. This line generally supports German and English and is designed for bookings, rebookings, ticketing questions, disruptions, and general travel assistance. Calls from German landlines are charged at your provider’s standard rate; mobile rates may be higher. If you are calling about your Miles & More account, use the dedicated Miles & More Service Center at +49 (0) 69 209 777 777 for account issues, missing mileage, and award bookings.

Digital channels tend to be faster for documentation-driven requests. Start with the help portal at https://www.lufthansa.com/de/en/help-and-contact for rebooking tools, refund requests, baggage files, special assistance, and complaint/feedback forms. For time-sensitive flight changes, use the “My Bookings” section after logging in. Lufthansa’s verified social accounts (X: @lufthansa; Facebook/Messenger: @lufthansa) provide basic support for non-sensitive queries; do not share payment data via social media.

Corporate and postal addresses relevant to customer care include: Lufthansa Aviation Center (LAC), Airportring, 60546 Frankfurt am Main, Germany (operational HQ for Lufthansa German Airlines), and Deutsche Lufthansa AG (registered office), Venloer Straße 151–153, 50672 Köln, Germany. For in-person assistance on day of travel, visit Lufthansa Service Desks at your departure airport; Frankfurt Airport (FRA) postal code 60547 Frankfurt am Main; Munich Airport (MUC) address Nordallee 25, 85356 München-Flughafen.

When to Use Each Support Channel

Choosing the right channel reduces wait times and speeds resolution. Phone support is ideal when you have a complex itinerary, need same-day travel options, or require agent-driven waivers during irregular operations. Web and app tools are best for routine changes, seat selection, and refund submissions, because they can process fare rules automatically and provide an audit trail.

As a practical rule of thumb, aim to call outside peak hours. In Germany, call volumes typically spike on Mondays and on Fridays between 12:00–18:00 CET. Early morning (07:00–09:00 CET) Tuesday–Thursday often sees shorter queues. Keep your six-character booking code (PNR), ticket number (13 digits starting with 220- for Lufthansa-issued tickets), and passenger names as on the passport at hand before calling.

• Urgent rebooking or missed connections: Phone +49 (0) 69 86 799 799; at the airport, use a Lufthansa Service Desk for day-of-departure solutions.
• Refunds for canceled flights or unused taxes: Online via https://www.lufthansa.com/de/en/refund or through “My Bookings” if the button is available.
• Miles & More (status, awards, missing miles): Phone +49 (0) 69 209 777 777 or https://www.miles-and-more.com
• Delayed/damaged baggage: File/track via https://www.lufthansa.com/de/en/baggage-help and WorldTracer; do not wait to call.
• Special assistance (wheelchair, medical clearance, UMNR): Submit requests via the special assistance forms in the help portal well before departure.

At the Airport in Germany: Service Desks and Same‑Day Help

Lufthansa operates staffed Service Desks at major German hubs, including Frankfurt (FRA, Terminal 1) and Munich (MUC, Terminal 2). These desks handle rebookings due to delays/cancellations, ticketing issues, and assistance with disrupted itineraries. Airport teams can issue meal vouchers, hotel/accommodation documents, and new boarding passes during irregular operations when eligible under airline policy and EU passenger rights.

If you are already at the airport, it is generally faster to go directly to the nearest Lufthansa Service Desk or to an automated rebooking kiosk rather than calling. Follow terminal signage for “Service,” “Ticketing,” or “Transfer.” For Frankfurt Airport wayfinding and current desk opening times, consult the official airport map at https://www.frankfurt-airport.com; for Munich, see https://www.munich-airport.com. Keep your baggage claim tags and original boarding passes if your journey is disrupted.

Refunds, Rebookings, and EU Passenger Rights (EC 261/2004)

For flights canceled by Lufthansa, you may choose rebooking or a refund of the unused ticket amount. If your ticket is eligible, the refund button in “My Bookings” will appear; otherwise submit a request via the refund form. Refunds for card payments typically post within 7–14 business days after approval; bank transfers may take longer depending on your bank and the processing queue.

Under EC 261/2004, compensation may be due for cancellations or delays on flights departing the EU or on flights to the EU operated by an EU carrier, such as Lufthansa. Amounts are distance-based: €250 (<1,500 km), €400 (1,500–3,500 km), and €600 (>3,500 km) for eligible cases, with exceptions for extraordinary circumstances. For delays of 3+ hours on arrival, compensation may also apply. Right to care (meals, refreshments, communication, and hotel for overnight delays) applies based on delay length and distance.

• File EU261 claims via https://www.lufthansa.com/de/en/feedback within a reasonable time after travel; include booking code, ticket number, flight numbers, and receipts.
• Retain originals of expenses; reasonable costs (meals, hotel, transport) during disruptions are typically reimbursable with itemized receipts.
• If unresolved, you may escalate in Germany to the national enforcement body (Luftfahrt-Bundesamt, Hermann-Blenk-Straße 26, 38108 Braunschweig; https://www.lba.de) or to the conciliation body söp (Fasanenstraße 81, 10623 Berlin; https://soep-online.de).

Baggage: Reporting, Timelines, and Compensation

Report delayed baggage immediately at arrival at a Lufthansa baggage desk or online via the baggage self-service tool linked in your arrival email/SMS. You will receive a WorldTracer file reference (e.g., FRALH12345) to track status. For damaged baggage, report at the airport before leaving the customs area whenever possible. If you already left, use the online damage report without delay.

Deadlines matter: damage must be reported within 7 days of receipt, and delay claims within 21 days from the date the baggage was made available. Liability for checked baggage is governed by the Montreal Convention and is limited to 1,288 Special Drawing Rights (SDR) per passenger unless a higher value was declared in advance for a fee. Keep receipts for interim purchases; Lufthansa typically requests itemized proof for reimbursement.

Special Assistance and Medical Clearance

Passengers requiring assistance should inform Lufthansa as early as possible—ideally at booking or at least 48 hours before departure. Standard wheelchair assistance categories include WCHR (ramp), WCHS (stairs), and WCHC (to seat). Mobility aids (e.g., battery-powered wheelchairs) and medical equipment may require advance documentation, including battery type and dimensions, to meet aircraft and safety constraints.

Some medical conditions and the need for on-board oxygen or a stretcher may require medical clearance (MEDIF) and approval by Lufthansa’s medical team. Submit requests via the special assistance section of https://www.lufthansa.com/de/en/help-and-contact and await written confirmation before travel. At German airports, passengers with confirmed assistance should check in early and proceed to the designated meeting point as instructed in their confirmation.

Miles & More and Status Support

For mileage credit issues, award bookings, or status questions, contact the Miles & More Service Center at +49 (0) 69 209 777 777 or manage your account at https://www.miles-and-more.com. Have your Miles & More number ready along with flight numbers and dates for missing mileage claims. Many mileage credits post automatically within 7–10 days; if not, submit a retro-credit request with boarding pass images and e-ticket receipts.

Frequent Traveller, Senator, and HON Circle Members have access to priority customer care lines and dedicated airport service points. When calling, identify your status immediately to be routed correctly. For time-critical award changes, phone support is typically faster than email or forms, especially close to departure when inventory shifts rapidly.

Escalation Paths and Response Times

If your case remains unresolved after contacting customer care, submit a detailed written complaint via the feedback form with all supporting documents. Typical acknowledgment is immediate by email; substantive responses often take 7–21 days depending on complexity and traffic volume (e.g., major disruption events can extend processing times). Keep your case/reference number for follow-ups.

In Germany, if you disagree with the airline’s final position, you may seek conciliation via söp – Schlichtungsstelle für den öffentlichen Personenverkehr e. V. (Fasanenstraße 81, 10623 Berlin; https://soep-online.de). For EU261 enforcement matters, the Luftfahrt-Bundesamt (LBA) provides guidance and an online portal (https://www.lba.de). Escalation bodies generally expect that you have first attempted resolution directly with the airline and will request copies of your correspondence, tickets, and receipts.