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Lufthansa customer service: UK phone, chat, complaints and claims

Lufthansa no longer has a single contact page with a list of numbers. Its Help & Contact tool asks what your request is about and then shows the options for that topic – sometimes a phone number, sometimes only chat or a form. Below is what it showed for UK customers when we checked on 10 November 2026, and where complaints and compensation claims go.

By the EU261 Flight Delay editorial team Last reviewed: How we write our guides

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In short: UK Service Center: +44 20 7660 4036 (shown for booking topics; hours not stated). Live chat: Service Center agents 24/7, plus the Elisa chat assistant. Complaints: online feedback form – no phone support for this topic. Compensation and expenses: one online application, no login. Escalation: Schlichtung Reise & Verkehr (Germany), not a UK scheme. Checked 10 November 2026 on lufthansa.com.

Lufthansa phone number for the UK

On Lufthansa’s Help & Contact page (United Kingdom, English) you pick a topic and a request. For Rebookings and cancellations → Rebook a flight, the last option shown was “Call to Service Center”:

LineNumberHours and cost
Lufthansa Service Center (UK)+44 20 7660 4036Not stated in the tool; a London 020 number, charged like any UK landline call
  • Lufthansa presents the phone as a last resort: “If our online services couldn’t help with your request, our Service Center is here to support.”
  • For some topics there is no phone option at all. For Feedback and other enquiries, the tool says: “Phone support is not available for this topic.”
  • Have your booking code (6 characters) or 13-digit ticket number ready; the tool asks for them before showing options.

Live chat and the Elisa chat assistant

Two chat options appear in the Help & Contact tool:

  • Live Chat: “Get help from our Service Center agents via Live Chat 24/7.”
  • Chat Assistant Elisa: an automated assistant that answers questions and guides you through the next steps. Lufthansa says route changes should be handled through Elisa; date or time changes can be made online in Manage booking.

The same tool has topics for refunds and compensation, baggage, check-in, accessible travel and Miles & More, each with its own set of options. Under Rebookings and cancellations it also covers a hotel stay due to a flight delay and requests for cancellation or a refund.

Complaints and EU261/UK261 compensation

Complaints: under Feedback and other enquiries, Lufthansa recommends its feedback form: “Let us know about your experience with a past flight via our contact form. We will respond to you as quickly as possible.” It gives no fixed reply time. The form is also linked as Feedback in the site footer.

Compensation: Lufthansa has a dedicated online application for compensation and reimbursement. One application covers both the fixed compensation and your expenses, and you start with your booking details – no login needed. As a German airline, Lufthansa is covered by EU261 on all its flights to and from the EU (€250 / €400 / €600) and by UK261 on flights from the UK (£220 / £350 / £520). More: Lufthansa delay compensation.

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What happened?Step 1 of 4

What happened to your flight?
Where did you fly from and to?

With a connection, enter your first departure and your final destination – compensation is based on the total distance.

How late did you arrive at your final destination?

What counts is when the aircraft doors opened at your destination – not the departure delay.

When were you told about the cancellation?
When did you arrive on the replacement flight?
Which airline operated the flight?
When was the flight?

How many passengers were on the booking?

1 passenger

Every passenger gets their own compensation, children too. Infants under 2 without their own seat do not count.

  • Free, no sign-up
  • Fee only if successful (35%)
  • AirHelp: Trustpilot 4.5/5

Rather skip the questions? Start a claim with AirHelp straight away

Baggage and refunds

  • Baggage: report a missing or damaged bag at the arrival airport and keep the file reference. Follow-up goes through the Baggage topic in Help & Contact; general rules are on Lufthansa’s baggage pages. The legal deadlines are 7 days for damage and 21 days for delay – see delayed baggage and damaged luggage.
  • Refunds: choose Rebookings and cancellations → Request cancellation and/or refund, or Refunds and compensations, in the tool. If Lufthansa cancelled, a cash refund is due within 7 days if you ask for it – see flight refund rights.

If Lufthansa does not pay

Lufthansa is not in a UK ADR scheme. The CAA lists it under the German arbitration body Schlichtung Reise & Verkehr (söp), and Lufthansa’s passenger-rights page names the same body (Fasanenstrasse 81, 10623 Berlin) for private travellers whose complaint has not been answered within two months or who are dissatisfied with the answer. The procedure is free for passengers.

For flights from the UK you can also contact the CAA – see complaining to the CAA and ADR schemes. For flights from Germany or another EU country, the national enforcement body of that country is responsible. Lufthansa’s help pages do not give a postal address for complaints.

Frequently asked questions

What is the Lufthansa phone number in the UK?

+44 20 7660 4036. Lufthansa’s Help & Contact tool showed this Service Center number for booking-related topics on 10 November 2026; it does not state opening hours.

Does Lufthansa have 24/7 live chat?

Yes. The Help & Contact tool offers live chat with Service Center agents 24/7, alongside the automated chat assistant Elisa.

How do I complain to Lufthansa?

Use the feedback form (Help & Contact → Feedback and other enquiries). There is no phone support for complaints. For delay or cancellation compensation, use the separate online compensation application.

Lufthansa has not replied to my claim. What now?

After two months, or if you disagree with the answer, you can apply to Schlichtung Reise & Verkehr, the German arbitration body Lufthansa uses. It is free for passengers.

The Lufthansa name belongs to its owner; EU261 Flight Delay is an independent information site and is not affiliated with Lufthansa. Information only, not legal advice.

Sources

  1. Help & Contact (United Kingdom) – Lufthansa
  2. Feedback – Lufthansa
  3. Flight disruption compensation and reimbursement application – Lufthansa
  4. Passenger rights (arbitration board) – Lufthansa
  5. Alternative dispute resolution (ADR) – UK Civil Aviation Authority

We check every rule against the sources above. Spotted an error? Tell us – see our editorial policy.