Customer Relations USA

We welcome any comments you have about your travels with Lufthansa. Your feedback is especially helpful in our ongoing efforts to better meet your needs.

Ticket Refunds

Tickets purchased at a travel agency 

If you purchased an electronic ticket or a paper ticket from a travel agency (including online agencies), please contact your travel agent directly. Your travel agent is the responsible party to review and process any refund due.

Tickets purchased directly from Lufthansa 

All refunds due will be issued to the original form of payment in accordance with the conditions of the fare type purchased. Please note that some tickets are wholly non-refundable, or require a service fee, which will be deducted from the refund amount. 

If the ticket was purchased from Lufthansa directly and could not be used due to illness or death of the traveler, traveling companion, or immediate family member, please submit your request with the respective documentation to:

Lufthansa German Airlines
Attention: Ticketing Refunds
1400 RXR Plaza, West Tower
Uniondale, NY 11556

Please note that any refund in the above cases is dependent upon the fare type purchased.

Denied Boarding Compensation (DBC) vouchers 

Reimbursement requests for Denied Boarding Compensation (DBC) vouchers received from Lufthansa must be submitted via mail to:

Lufthansa German Airlines
Attention: DBC department
1400 RXR Plaza, West Tower
Uniondale, NY 11556

It is suggested to send your DBC voucher via certified mail, registered mail, or courier service as lost vouchers can not be replaced or reissued. Please keep a copy of the voucher for your own records.

You can also check the status of a previously submitted DBC reimbursement request here

Should you suspect any fraudulent activity on a Lufthansa transaction, please report these charges directly to the card issuer by using the phone number found on the back of your credit or debit card. Your financial institution will process the inquiry/dispute directly with Lufthansa on your behalf.

Online feedback

If you live in North America you can submit comments via mail to the address below or by completing our online contact form.
Please fill in all requested fields to help us get back to you as quickly as possible. You will receive a response within 2 weeks from receipt of your feedback.

For general information on travel with Lufthansa prior to your departure please contact your local reservation center.

Other communication channels

The more information you provide us, the faster we can assist you.

When contacting us via mail, you can use the following address, and it's important to include the information listed below:

Lufthansa Customer Relations
1400 RXR Plaza, West Tower
Uniondale, NY 11556

  • Flight number and dates of travel
  • Passenger ticket receipts and boarding passes
  • Reimbursement requests for baggage related issues must include the airport reference number as well as original receipts. No copies, please.

When contacting us via telephone, you can reach us at +1 (516) 738-4422, please be sure to include the following information:
Text telephone for hearing impaired (TTY): Please dial 711 and then 800 645 3880 for relaying to the TRS.

  • your first and last name
  • your daytime telephone number
  • your e-mail address
  • your postal address (if preferable)
  • your flight number and dates of travel
  • your booking (reservation) code
  • and most importantly, please include your feedback

Dept. of Transportation contact information

Below you will find the contact information for the Dept. of Transportation (DOT), should you wish to contact them regarding an air travel complaint.

U. S. Dept. of Transportation
Aviation Consumer Protection Division, C-75
1200 New Jersey Ave., S.E.
Washington, D.C. 20590 

Please note that with this link you are visiting an external website that may not follow the same privacy, security or accessibility policies.

For anyone with a residence outside North America, please contact your local Lufthansa office.