Lufthansa Denies First Class Upgrade to this Popular Blogger

MUNICH— Lufthansa (LH) recently faced criticism after denying a confirmed First Class upgrade on its Allegris A350 service from Newark Liberty International Airport (EWR) to Munich (MUC), despite the passenger having paid nearly $2,000 per ticket through the airline’s official upgrade process.

The passenger, a well-known travel blogger, and his father were scheduled to travel in Lufthansa’s new Allegris First Class. However, a last-minute aircraft seat malfunction left the airline unable to accommodate both travelers in separate suites, resulting in a contentious downgrade situation.

Photo: Clément Alloing

Lufthansa Denies Upgrade to Blogger

The journey began at Newark Liberty International Airport (EWR), where the blogger and his father checked into the Lufthansa Lounge with boarding passes reflecting their upgraded First Class seats—1A and 1D—on Lufthansa’s new A350-900 aircraft featuring the Allegris product.

The upgrade had been processed earlier via Lufthansa’s instant cash upgrade tool, which is activated when availability in fare class “A” exists.

Shortly before departure, the lounge agent informed them that seat 1A was marked “inoperable” due to an electronic failure. As a result, the only available alternative was the shared First Class double suite (seats 1D and 1E).

Lufthansa offered either that or a downgrade to Business Class with a refund or compensation—options the blogger viewed as inadequate given the circumstances and the high price paid for the upgrade.

ALSO READ: Kuwait Airways Issues Apology After YouTuber’s First Class Complaint

Lufthansa first class premium; Photo- Lufthansa

Handling of the Downgrade Draws Criticism

While the lounge staff at Newark, including the manager and duty supervisor, were professional and empathetic, the interaction with Lufthansa’s elite HON Circle phone representative left much to be desired.

The representative reportedly lacked understanding of the discomfort in sharing a suite with one’s parent, and instead insisted the offered compensation—either a full refund of the $1,990 upgrade fee or €2,000 cash—was “fair.”

Further frustration arose when the blogger learned Lufthansa had already informed ground staff that the passengers had “accepted” the downgrade—despite this not being the case at the time. This created confusion and undermined trust, especially in a premium travel environment where service excellence is expected.

Photo: Airbus

Compensation and Final Outcome

Ultimately, the blogger accepted the €2,000 cash compensation, and his father was rebooked into a Business Class suite.

A request was made for First Class meals to be served to him on board, considering that catering had already been arranged.

Despite the downgraded experience, the blogger continued with the review aspect of the trip by remaining in the First Class double suite and documenting the experience for readers.

Although Lufthansa’s ground staff at EWR—particularly lounge managers Sebastian and Lloyd—were commended for their handling of the situation, the blogger noted key issues in customer communication and service flexibility, especially at the executive support level.

Photo: Lufthansa

Implications for Lufthansa

This incident underscores several systemic concerns for Lufthansa:

• Inadequate pre-departure communication regarding seat functionality.
• Limited authority for ground staff to make proactive goodwill gestures.
• Rigid compensation structures are not tailored to premium travel expectations.
• Miscommunication between departments and misinformation provided to staff.

In contrast to competitors like Air France (AF), which operates a more personalized and responsive La Première First Class service, Lufthansa’s Allegris experience appeared lacking in service consistency.

For a product aiming to elevate the airline into a new luxury category, such inconsistencies could hinder customer confidence.

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