Lufthansa has apologized after an exchange between its official social media account and a passenger went viral. The passenger had repeatedly contacted the airline across different platforms regarding a delayed claim when the airline responded publicly that the answer would not change simply because the question was repeated on X.
The reply quickly attracted attention online, surpassing 1.2 million views. Around 20 hours later, Lufthansa issued a public apology, saying the response was not how it should treat passengers and acknowledging the customer’s frustration.
The incident sparked mixed reactions online, with some users supporting the passenger while others said they understood the frustration of the customer-service representative.