Lufthansa’s response to a passenger on X has prompted criticism over the airline’s tone in its customer communications. The passenger claimed that Lufthansa had approved a payment months ago but had still not made the payment, and called on the airline to resolve the issue.
Lufthansa responded by saying that it had already replied to the passenger several times via direct messages on different social media platforms, adding: “The response isn’t going to magically change just because you’re asking the same question on X now.” The passenger replied: “I don’t need a magic response. I need Lufthansa to pay the money you approved.”
The airline’s choice of words was criticised by some social media users, who argued that an airline group should not communicate with customers in this manner. Others shared their own negative experiences with Lufthansa and criticised the airline’s approach to customer service.
