Dusseldorf (dpa/tmn) –
This summer there have been many problems in air traffic with delays and flight cancellations as a result. Reaching the airline afterwards was not always easy for those affected. There are clear rules.
Airlines must be reachable by email. Customers must be able to easily find the contact option on the website, for example for refunds of canceled flights. The NRW consumer advice center points this out. The legal requirements are clear on this point.
In addition, the airlines must not arbitrarily restrict contact channels, says the board member of the consumer center, Wolfgang Schuldzinski. That means it doesn’t matter whether the travelers submit their claims by post, email or contact form. They must be processed by the airline in any case.
From the point of view of consumer advocates, it is not legal if the airline only refers passengers to the contact form if they want to assert their legal claims.
Right to choose in the event of cancellation and possible compensation claims
In the event of a flight cancellation, passengers have a choice: to be rebooked or to request a full refund of the ticket costs. If you choose the second option, airlines have seven days under the EU Air Passenger Rights Regulation to repay the money. In the experience of consumer advocates, however, this often takes longer.
Depending on the short notice of the flight cancellation, travelers may also be entitled to compensation of between 250 and 600 euros. If you don’t know what to do on your own, you can also use the “Flugärger” app (Android/iOS) of the consumer advice center NRW. It helps to determine your own claims for compensation.
© dpa-infocom, dpa:220831-99-579292/2 (dpa)
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