From technical problems to serious delays to strikes: air travelers are faced with problems on flights for many reasons.
But who can those affected contact and what passenger rights can passengers insist on?
Find the right contacts
The right contacts for air travelers are airlines for individual bookings or tour operators for package tours.
The airlines usually provide information about regular departure and arrival times on their websites.
However, as employees of the consumer advice center emphasize, travelers must accept changed flight times if they receive the information at least two weeks before the start of the flight.
When is there a lack of travel?
However, there is a lack of travel if the change in flight times affects your night’s sleep or if a complete day of travel is canceled. The duration of the trip plays a crucial role. Ultimately, the consequences of changing flight times are much more serious on a short trip than on a trip lasting several weeks.
Canceled flight: Claims for reimbursement or alternative transport
If a flight is completely canceled, those affected are entitled to other flights. Alternatively, those affected can insist on using another transport option – for example by train.
Passengers are also free to withdraw from the contractual agreement and insist on a refund of the respective ticket price.
For package tours, travel providers are obliged to take holidaymakers to their destination using an alternative transport option.
Care services at a glance
If waiting times are long, airlines must offer so-called support services. These services include the provision of food and drinks, overnight accommodation and a transfer to alternative hotels. If the airline does not provide these services, it must reimburse the expenses. Under these circumstances, travelers are well advised to keep all important receipts and documents and take photos of the flight delay display board.
If the flights are an important component of a package trip, passengers are still allowed to claim travel defects from the travel providers if the delay lasts at least four hours. This notice of defects applies in addition to the care services.
Passenger rights in the event of delays and flight cancellations
According to the EU Air Passenger Rights Regulation, passengers automatically receive compensation if flights are canceled at short notice, are overbooked or are delayed by more than three hours.
The compensation amount depends on the distance traveled and ranges from 250 to 600 euros per person.
In order to receive compensation for flight delays or cancellations, the flights must meet certain requirements. It is required that the flights take place within the EU, depart from an airport within the EU or be operated by an airline based in the EU.
No obligation to pay in exceptional circumstances
If so-called extraordinary circumstances occur, the airlines are not obliged to pay. Such events include, for example, political instability or severe storms. If a flight is delayed by at least five hours, passengers are automatically allowed to cancel their ticket purchase. In these circumstances, the airline is obliged to refund the purchase price in full.
Special regulations when traveling with multiple flights
In the event of a longer delay, passengers can insist on compensation even if the trip consists of several flights and these flights are operated by several airlines. However, passengers must prove that the flights count as a single booking. This is the case, for example, if travelers booked the flights through a travel agency, a total price was charged for this purpose and a complete ticket was issued.
You are also entitled to compensation if the flight is linked to one or more changes.
According to a recent ruling by the Federal Court of Justice, the flight delay must occur on a connecting flight outside the EU.
Strike at airlines: What rights do passengers have?
If airlines announce a strike in advance, the consumer advice center recommends several measures. Among other things, passengers should ask the airline to what extent the flights they have booked are actually affected by the strikes. If the flight does not take place, passengers should inquire about an alternative transport offer.
Travelers are also well advised not to purchase a train ticket prematurely. After all, passengers cannot automatically assume that the airline will reimburse any costs incurred.
Air passenger rights: How do those affected receive compensation or reimbursement?
According to recommendations from Stiftung Warentest, consumers should first contact the airline to receive their claim. Most airlines allow you to use this option directly via a form on the Internet.
Another option is the so-called Fluganger app from the consumer advice center, which those affected can use to contact the right people. If passengers have booked a package holiday, they should always contact the tour operator first.
When are legal steps necessary?
If an airline does not want to pay compensation, legal action is necessary. Without existing legal protection insurance, those affected must first cover all costs incurred. You also cannot be 100 percent sure in advance whether the lawsuit will be successful or not.
Some contacts such as Fairplane, Flightright or Claimflights support passengers in enforcing their claims.
These service providers represent those affected in court and, if successful, charge a commission of between 20 and 30 percent. If the lawyers lose the court cases, the customers do not have to pay any commission.
Advantages of an arbitration board
All national and many international airlines are members of the arbitration board for public transport, which strives to find an amicable out-of-court solution to disputes. This arbitration procedure is free of charge for air travelers. If you would like more information on the topic, you can contact the Federal Aviation Office.
2024-02-15 21:35:43