We booked a holiday of a lifetime through TUI, who sent us on our trip to Kenya on Lufthansa.Not having travelled with Lufthansa before we assumed that we could look forward to a wonderful experience from such an established brand.Our long haul journey , from Heathrow to Mombasa via Frankfurt, was Premium Economy as Business Class was full. On the way back we secured Business Class.It was a disappointing experience.On the way out, we were delayed by over an hour at Frankfurt. To break the journey we used the Lufthansa Lounge but, despite the delay being their fault, they insisted on us paying for the privilege.Upon arrival at the hotel in Mombasa we found that one of our cases had been broken into, the locks smashed and items of clothing and toiletries stolen. Their response was simply contact your insurance company.On the way back, my television wouldn’t work, despite cabin staff rebooting it several times. They did offer me a fresh seat but I wanted to sit with my wife.It was all very disappointing and will put me off travelling with them again.On another point, my wife was hospitalised during our stay so I tried to arrange an early flight back. TUI told me to speak with Lufthansa. Lufthansa told me to speak with their service partner, Discover Airlines. Discover told me to speak with TUI. Not helpful!!I have rated this experience as two stars. This is because the facilities on the plane were first class and the staff friendly, helpful and professional.But, overall, a very disappointing experience!
Claim your business profile now and gain access to all features and respond to customer reviews.
Deutsche Lufthansa AG, commonly known as Lufthansa, is the flag carrier and largest German airline which, when combined with its subsidiaries, is also the largest airline in Europe in terms of passengers carried.
