The North Rhine-Westphalia Consumer Center repeatedly finds violations of the Air Passenger Rights Ordinance. The Flugärger app is intended to help consumers exercise their rights if the flight is significantly delayed or completely canceled. It has already been downloaded over 100,000 times.

Instead of relaxing at the pool, cancellation at the airport

Many people's vacation this summer threatens to be accompanied by hassle instead of relaxation. Flights canceled at short notice disrupt the entire travel planning. Now several airlines have announced strikes in the summer months. Those affected are often at a loss as to what rights they have.

“We experience again and again that travelers cannot assert their claims against the airline smoothly. The customer centers are often difficult or impossible to reach, concerns are often only answered via a contact form and consumers sometimes wait months for a payout.”

Jan Philipp Stupnanek, lawyer and travel law expert at the NRW Consumer Center

Flight cancellations are the most common problem

Trouble with airlines has been a recurring problem for years. The North Rhine-Westphalia consumer advice center has already taken legal action against numerous airlines. This involved hurdles in the reimbursement of costs, inadmissible formal requirements or other violations of the European Air Passenger Rights Regulation. The NRW consumer advice center has developed an app so that consumers can help themselves if the flight is delayed or canceled. It determines any claims that may exist in the event of cancellation, delay, flight relocation or delayed baggage.

“The app is most often used for canceled flights. Depending on the flight route, consumers may be entitled to compensation of between 250 and 600 euros per person.”

Jan Philipp Stupnanek, lawyer and travel law expert at the NRW Consumer Center

The app has already been downloaded over 100,000 times. 

Alternative flight or money back?

If a flight is canceled, those affected have the choice between a refund of the flight price or an alternative flight, which the airline must then organize.

“But the refund is unattractive for many travelers because they ultimately want to get to their holiday destination. So you would have to look for new flights, which are usually rare and more expensive shortly before departure or have completely inappropriate times. … In addition, consumers pay completely in advance when booking a flight and then often have to wait a long time until the money is refunded.”

Jan Philipp Stupnanek, lawyer and travel law expert at the NRW Consumer Center

If travelers still want to reach their planned destination, alternative transport is usually the only option. It is not uncommon for the departure to be delayed by several hours or even a few days. Especially when there is a staff shortage or a strike by flight crews, there is a lack of enough operational aircraft.  

Those affected remain stuck with follow-up costs

A canceled flight is not just annoying. It can mess up your entire vacation planning and cost those affected dearly. The flight is often accompanied by other services that have already been booked, such as accommodation, connections for the onward journey or activities at the holiday destination. If the journey home is delayed by one or more days, you may even have to apply for additional leave from your employer.

“Anyone who has booked a package holiday should inform the tour operator of the circumstances immediately, for example to claim a reduction in the travel price. …On the other hand, if you have organized your vacation on your own, in the worst case scenario you will be left with the costs of unused hotel rooms, rental cars or the surfing course you have already paid for if you reach your vacation destination later than planned.”  

Jan Philipp Stupnanek, lawyer and travel law expert at the NRW Consumer Center

Legal measures not excluded

“It is important that consumers know their rights and do not allow themselves to be brushed off, but rather persist, for example with the help of the Flugärger app. It is unacceptable that many airlines use delays or create hurdles for refund and compensation claims. We are keeping a close eye on legal violations in the industry and will continue to take legal action against them.”  

Jan Philipp Stupnanek, lawyer and travel law expert at the NRW Consumer Center

The Fluganger app

The possible compensation can be calculated free of charge using the Flugärger app from the NRW consumer advice center Further information on air passenger rights available from the NRW consumer advice center.

Source: Consumer advice center NRW

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