Compensation and assistance in the event of flight cancellation
from Jürgen Vogl
In addition to a replacement flight, passengers have the right to compensation in the event of a flight cancellation, which is based on the flight distance, and to reimbursement of any care services (drinks, snacks, hotel accommodation, etc.) that they had to pay for themselves. In such cases, it is always important that you keep all invoices, as the airline is only obliged to reimburse you if you can prove this with receipts.
In this specific case, the airline did not respond to the traveller's complaint, whereupon the person concerned submitted the case to a European consumer protection organization. However, as no solution could be found in the proceedings, the complaint was submitted to the apf. The apf was able to mediate positively within 24 hours. The airline paid the passenger the 250 euros in compensation to which he was entitled under the Passenger Rights Regulation, as the distance involved was up to 1,500 kilometers. The airline also reimbursed the costs incurred for transfers, food and drinks.
How does the apf go about mediating between the passenger and the airline?
Mediation is carried out by apf contacting the company after we have received your complaint. The airline will be given a brief description of the situation, the legal claims and informed that an arbitration procedure will be opened for clarification. The airline then has three weeks to respond to the apf. If both parties, i.e. you and the airline, accept the solution proposed by apf, they agree to a so-called effective out-of-court settlement. We have already established a very good working relationship with many airlines. This is the reason why in most cases apf achieves a quick solution within a few days.