[Complaintaccount]

Lufthansa confirmed pet travel for two animals via phone and email before my flight. However, at check-in, I was denied boarding, with staff citing a policy prohibiting dogs from flying to Seattle—even though my dog met all legal requirements (including a valid U.S. rabies vaccine and necessary paperwork). This restriction was never disclosed at booking or at any time before my flight.

Instead of taking responsibility, Lufthansa wrongfully marked me as a “no-show”, refusing to refund or rebook me despite their failure to inform me of this policy. As a result, I had to purchase a new ticket at a significantly higher price, and my pet couriers were also affected, requiring last-minute rebooking with another airline.

I spent hours trying to get assistance, but Lufthansa staff were unhelpful, transferring me between departments and refusing to let me speak with a supervisor. Despite my formal complaint, Lufthansa continues to deny any wrongdoing and refuses to provide compensation for their lack of transparency.