Flight cancellation due to extraordinary circumstances

In the first step, the affected passengers contacted the airline and demanded compensation as well as reimbursement of the hotel and catering costs they had incurred due to the need to stay overnight. The airline rejected the claim, arguing that this was an exceptional circumstance.

As a result, they turned to the apf, which obtained proof of the air traffic controllers' strike. The airline proved that the strike was an extraordinary circumstance, which would have exempted it from paying compensation. Nevertheless, apf was able to achieve a customer-oriented solution and obtain reimbursement of the hotel and catering costs incurred in the amount of EUR 219.50 as well as flight vouchers in the amount of EUR 100 per person. The amount of the compensation payment always depends on the flight distance and is between EUR 250 and EUR 600.

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. It is important that you keep all invoices for accommodation, transfers, drinks and snacks, as the airline is not obliged to reimburse you for services if you cannot provide any receipts.

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