I flew Lufthansa last month from Boston to Tallinn with a connection in Frankfurt. Flights were on time and the service was friendly and professional.
The only thing of note with my experience had to do with the flight being a codeshare. I booked my itinerary through United in economy class. A month after booking, I wanted to upgrade to Premium Economy. I was unable to do that through United, so I called Lufthansa. The rep (very polite and helpful) told me that Lufthansa doesn’t allow changing the cabin class in advance, nor do they allow codeshares to participate in the ability to make them an offer for upgrading prior to the day of travel. However, I was able to upgrade to Premium Economy by paying at the airport on the day of my flight. (In contrast, I was able to upgrade on SAS to SAS Plus through their ‘make us an offer’ bid.)
I have no qualms about flying Lufthansa again. I’m curious- where did you heard reports about Lufthansa’s customer service being terrible?