Flight: Cancellation, ticket refund, alternative transportation

The return flight from Austria to Spain was canceled and the airline informed the passengers within the prescribed period. As a result, there was no entitlement to compensation, but alternative transportation under comparable conditions should have been offered. As the airline was unable to provide the passengers with an alternative flight, they were reimbursed the ticket costs. Subsequently, the passengers, who made their own arrangements for an alternative flight, also demanded reimbursement of the additional costs for the new tickets from the airline. However, they were unsuccessful, whereupon they turned to a European consumer protection organization, which forwarded the case to the apf. Within a week, apf obtained a promise from the airline to reimburse the additional costs for the new flight tickets.

If you are also affected by a flight cancellation, you can find out here what rights you have and what the airline must offer or pay you.

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.

We have summarized all information about the arbitration procedure for you on the apf website.