Thousands of flights canceled: What rights travelers have and how to get your money back

Created: 07/25/2022, 12:45 p.m

By: Sandra Kathe

Due to a lack of staff at airlines and airport operators, chaos threatens travelers during the main holiday season.

Travelers whose flight is canceled have these rights.

Frankfurt – The number of travelers at Frankfurt Airport in June rose to a record level since the beginning of the Corona crisis, and yet the bad news is increasing at Germany's most important airports before the peak travel season.

Airlines, especially Lufthansa, which is popular with German air travelers, are canceling flights in droves, and lost luggage has been piling up on the luggage belts for weeks.

According to operating companies and airlines, the situation at the airports is due to a massive shortage of staff as a result of the corona pandemic, which has forced airport operators and air traffic to downsize and introduce short-time work.

Not only is there a shortage of employees at airlines, boarding and disembarking passengers, security checks and baggage handling also take significantly longer.

Travel and chaos at airports: the passenger rights regulation regulates the details

The good news for travellers: According to consumer protection, a lack of staff, in contrast to storms, does not fall under the justification of "force majeure", so that, according to Hamburg consumer advocate Julia Rehberg, a refund is due in most cases.

Alternatively, travelers can also insist on an alternative connection, which the airline can provide not only through its own flights, but also, if possible, through train connections or flights from other providers, explains Rehberg in an interview with NDR.

Many flights are currently being canceled due to staff shortages.

© Carlos Luján/EUROPA PRESS/dpa

Rehberg explains that for a trip that takes place two weeks before the start of the trip, the statutory Air Passenger Rights Ordinance clearly defines what travelers can demand from the airline.

But according to Rehberg, travelers whose planned vacation is a long time in the future also have good chances of alternative transport: "In our opinion as a consumer advice center, it cannot be the case that an airline concludes a contract with a customer and afterwards says: No, I'll do that not."

Consumer protection for canceled flights: travelers usually get money back

According to consumer advocate Rehberg, there is always the option to reclaim money for a canceled flight.

It becomes more complicated for travelers who demand follow-up costs from the airline, for example for a replacement flight they have booked themselves or an overnight stay in a hotel: In most cases, the airline has to reimburse them in principle - according to the assessment of consumer protection - but can also contest individual items .

Because: Passengers would then have an obligation to “keep the damage as low as possible”.

Rehberg explains in the NDR interview: "If, for example, a flight that goes on the same day and costs less than the follow-up costs that arise if I don't fly at all, then I would have to decide on the flight.

In addition, liability for consequential damage can be limited to grossly negligent behavior by means of general terms and conditions.”

Problems at German airports: Get money back if there are delays

Due to the current situation, problematic situations are not only threatening customers whose flights have been cancelled.

Even people who are at the airport on time can miss their flight on particularly crowded days, for example because they did not get through the security check on time.

For this it is necessary to document that you arrived at the airport in good time, at least two and a half hours before the planned departure, and that long queues at check-in or security caused delays, for example with photos.

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In such cases, it may be worth speaking to local staff and drawing attention to their situation to ensure that you can still get the plane on time.

According to the assessment of consumer protection in Lower Saxony, travelers are only entitled to compensation from the airport operator or even the state if this is also proven to be unsuccessful.

With around 5 million passengers in June 2022, Frankfurt Airport recently reported a record volume since the beginning of the corona pandemic and an increase of 180 percent compared to the same month last year.

Munich Airport, where Lufthansa and its subsidiaries have also canceled a number of flights, even reports that around 13 million passengers were counted in the first half of 2022, more than in the whole of 2021. That would correspond to a fivefold increase in the numbers the first half of 2021. (ska)