Passenger rights

In exceptional cases we may not be able to carry out your flight as scheduled. In the event of long delays, cancellations or denied boarding our ground staff will assist you on site and help you get to your destination as quickly as possible.

Delay

• In the event of a long delay, you are entitled to assistance. This includes meals and refreshments in reasonable proportion to the waiting time and if necessary hotel  accommodation and transfer.

• Provided it is a delay of at least 5 hours, you are entitled to a refund of ticket costs for parts of the journey not made. 

• If your flight is delayed by at least 3 hours at the final destination, you are also entitled to compensation (250 € – 600 € per person) unless the delay is due to extraordinary circumstances which could not have been avoided if all reasonable measures had been taken or you have been informed of the change at least 2 weeks prior to the scheduled departure time.

Cancellation

• In the event of a cancellation, you have the right to choose between re-routing including care service and reimbursement of the ticket costs. Furthermore you qualify for compensation (250 € – 600 € per person) unless the cancellation is due to extraordinary circumstances which could not have been avoided if all reasonable measures had been taken or you have been informed of the change at least 2 weeks prior to the scheduled departure time.

Denied boarding

• In the event of denied boarding you have the right to choose between re-routing including care service and reimbursement of the ticket costs and you qualify for compensation (250 € – 600 € per person).

For more information on care and support services and compensation benefits, please see the following questions:

Question 3: 'Reimbursement in the event of cancellation, denied boarding and long delay'

Question 4: 'Care in the event of flight delays, cancellations or denied boarding'

Question 7: 'Indemnification or compensation'

If the departure time changes by more than one hour and it is therefore not possible to take the flight, you are able to rebook yourself independently on our website or request a flight voucher or a refund of the ticket price.

You can submit your complaint directly to us via our contact form. If we are unable to resolve your concern to your satisfaction, you have the option of contacting one of the designated national enforcement bodies. You can find an overview of the competent national bodies here.

The European Commission operates a platform for online dispute resolution (ODR). This platform may be used to resolve complaints.

If your journey was for personal reasons and in the event of a dispute, you can additionally  appeal to the impartial cross-operator German Conciliation Body for Travel & Transport (Conciliation Body Travel & Transport , registered association) Fasanenstraße 81, 10623 Berlin, Germany:

• schlichtung-reise-und-verkehr.de

• Online complaint form