Frequently asked questions about travelling with Lufthansa and United Airlines

United Airlines cabin crew speaks English.

Just like Lufthansa, United Airlines offers an extensive range of food and drinks onboard its domestic and international flights.

Like Lufthansa, United Airlines has a wide range of entertainment options.
United Airlines offers both an entertainment system at your seat and personal device entertainment on board many aircraft. The latter means that you can connect to wi-fi on board and watch films and television, or play games on your mobile phone, tablet or laptop. Audio and sub-titles are available in various languages.

United Airlines offers extensive services to its passengers who require assistance on their trip.

We urgently recommend that you contact United Airlines as early as possible if you require assistance on your trip to make your journey pass as pleasantly as possible.

United Airlines provides a selection of special meals to meet your personal requirements on most longer flights.

Please note that you must request your chosen special meal no later than 24 hours before departure.

You can carry pets with you on board United Airlines flights, subject to certain conditions. Pets cannot be carried in the cargo hold until further notice. Please familiarize yourself with the conditions for the carriage of pets and service animals, and the options and deadlines for registration.

Animals will only be accepted at the airport providing they have been registered beforehand. Please also note that you must arrive at the airport and report to the check-in desk in good time. You cannot check in online or at the airport check-in machines if you are travelling with a pet.

While children may also travel unaccompanied on Lufthansa flights from the age of 12, United Airlines only permits unaccompanied travel by children from the age of 15. United Airlines provides a compulsory assistance service for all children travelling unaccompanied from the ages of 5 to 14. The assistance service is optional for children between the ages of 15 and 17. Unaccompanied children are not permitted to travel on indirect flights with connecting flights because the assistance service is not provided on connections of this kind. Please register your children aged between 5 and 14 with United Airlines for the assistance service as early as possible.

If you wish to request an upgrade for your flight with United Airlines, please note the following advice about upgrades on Star Alliance partner airlines:

• Please note that upgrades can only be obtained using miles or eVouchers if your flight booking was made on a United Airlines flight number. Upgrades cannot be booked on codeshare flights (Lufthansa flight numbers).
• You cannot book upgrades on United Airlines flights online via milesandmore.com at present for technical reasons. However, you can request an upgrade by telephoning your local Miles & More Service Team. Please have your Miles & More service card number and Miles & More PIN ready to hand to do so.
• An upgrade booking can then be confirmed providing there is availability in the intended booking class for flight awards in the next higher travel class (Premium Economy or Business Class).

You can always use the check-in options of the airline that operates your first flight. For example that means that you use the Lufthansa check-in options on an indirect flight starting with Lufthansa and changing to United Airlines. You will also generally receive a boarding pass at check-in for your connecting flight with United Airlines.

If your first flight is operated by United Airlines, use the check-in options of our partner airline. With United Airlines you can check in online using the United app from 24 hours before departure. Please use your United Airlines booking details that you also received after booking to do so. If mobile or online check-in is not available for your trip, you can of course also check in at a machine or at the desk at the airport.

United Airlines stipulates specific times for check-in and baggage check. Specific time slots apply depending on the airport and flight. Please familiarize yourself with the current check-in times and further information about the process at the airport.

Make sure that you carry the necessary travel documents with you if you are travelling internationally, such as your passport or a visa.

If you have an indirect flight from the USA or Canada to Europe or from Europe to the USA or Canada, you can generally check in for the entire route right away. You will then also receive a boarding pass for your connecting flight.

If you have an indirect flight, you must first collect your checked bags when you first enter the USA at the transfer airport and then drop them off again for your connecting flight after border control. There is generally a specific area for this at baggage claim. It is therefore advisable to mention that you have a connecting flight when you drop off your bags so your baggage is checked in correctly.

If you are travelling from the USA to Europe, your baggage is generally forwarded directly when you change planes. You can then collect it at the destination airport for your trip.

If you are using the United Airlines app for your United Airlines flight, the app will give you information about your connecting flight at the earliest possible time. Simply take a look in the app after your arrival at the transfer airport and make sure that your device has an internet connection. For Lufthansa flights, you will receive reliable information about your connecting flight with Lufthansa in the Lufthansa app. Alternatively, please check the departure display screens at the airport. These can often be found directly adjacent to your arrival gate.

The terminals used by airlines for arrivals and departures can vary depending on the airport and whether it is an international or domestic flight. We therefore recommend that you always check the website of your departure and/or transfer airport to see which terminals are used by the airlines you are flying with on your trip.

If, for example, you miss your connecting flight due to a delay, you are generally rebooked automatically by the airline that caused the delay. You will be notified by United Airlines or Lufthansa as soon as the rebooking has been made using the contact information you provided (e.g. by email). If you have not received any notifications or require further assistance, you can contact our service team at the airport at any time.

The rules for hand luggage and checked baggage may vary depending on the airline. Inform yourself therefore about the baggage regulations in advance.

If you have an indirect flight from the USA or Canada to Europe or from Europe to the USA or Canada, you can generally check in for the entire route right away. You will then also receive a boarding pass for your connecting flight.

Please note that the rules for carrying dangerous goods on board can vary depending on the location and airline. Please note the information about carrying dangerous goods on board United Airlines flights.

Go to the carriage of firearms: every airline has its own rules on the carriage of firearms. Please note therefore that you must contact the airlines operating your flights as soon as possible. With United Airlines firearms can be checked in subject to specific conditions. The rules must be strictly complied with. You will find further information about the carriage of firearms with United Airlines under the link below in the sports selection section.

You will find the rules about the carriage of weapons on board Lufthansa flights here:

If you wish to rebook or cancel your flight booked via Lufthansa because you have changed your plans, you can either change your booking yourself on lufthansa.com or contact our Service Centre. Please use the rebooking options for United Airlines for flights booked with United Airlines. Please always contact the operating airline directly to add or request special services on your flight (such as special meals, special baggage or taking your pet etc.).

In the event of flight delays or cancellations, you will be rebooked automatically by United Airlines or Lufthansa and notified via the contact details you provided. If you are already on your trip and do not receive a notification, always speak to the airport staff.

If you have any questions or require assistance before your trip, please first contact the airline with which you booked your flight. If you booked your flight via lufthansa.com for example, that is Lufthansa. Please note: it is always advisable to contact the airline operating your flight directly to add or request special services on your flight (such as special meals, special baggage or taking your pet etc.).

If any problems occur on your trip, you will find information about your passenger rights in the apps of the airlines operating your flight and on the United Airlines and Lufthansa websites.

If you start your trip from the USA or are travelling within the USA with United Airlines, please refer to united.com for information about the passenger rights that apply to you.

You can also ask airport staff at any time.

If, for example, you miss your connecting flight due to a delay, you are generally rebooked automatically by the airline that caused the delay. You will be notified by United Airlines or Lufthansa as soon as the rebooking has been made using the contact information you provided (e.g. by email). If you have not received any notifications or require further assistance, you can ask the service team at the airport at any time.

You should report damage to your baggage to the airline operating the flight after you first notice the damage. If you traveled with more than one airline without reclaiming your baggage between connecting flights and checking it in again, please report your damaged baggage to the airline that operated your last flight.

The airline with which you arrive at your destination is always the airline responsible for your baggage. If that was not Lufthansa, please report your delayed baggage to United Airlines.