Travel problems in summer: submit claims now

Summertime is travel time. Many people use this time of year to go on a well-deserved vacation. Whether it's an adventure vacation, a relaxing vacation or simply a change of scenery - the journey is often made by plane or train. But this summer, travelers have had to contend with an increasing number of irregularities. For many travelers, autumn is the time to deal with these irregularities and claim their rights. The Agency for Passenger Rights (apf) has summarized the most important problems and offers support to those affected.

Delayed flight: what compensation am I entitled to?

Flight delays were a frequent reason for arbitration procedure at the apf this summer. The amount of compensation depends on the length of the delay and the flight distance. From a delay of more than three hours, travelers are entitled to the following compensation payments:

• Flights up to 1,500 km: 250 euros
• Flights within the EU over 1,500 km: 400 euros
• Flights between 1,500 km and 3,500 km (outside the EU): 400 euros
• Flights over 3,500 km (outside the EU): 600 euros

Compensation does not apply if the airline can prove that extraordinary circumstances, such as bad weather or political unrest, were responsible for the delay.

Travelers are also entitled to assistance in the event of flight delays:

• Flights up to 1,500 km: from two hours delay
• Flights within the EU from 1,500 km: from three hours delay
• Flights between 1,500 km and 3,500 km (outside the EU): from three hours delay
• Flights over 3,500 km (outside the EU): delayed by four hours or more

In these cases, airlines must provide free snacks and drinks. In the event of longer delays, hotel accommodation and transfers between the airport and hotel may also be necessary, which must also be covered by the airline.

Airline refuses to pay compensation: What to do?

If the airline can prove "extraordinary circumstances", the obligation to pay compensation does not apply. However, the obligation to provide care remains. If the airline claims extraordinary circumstances, it must provide evidence, such as meteorological reports, and submit this to the apf in the arbitration procedure .

The apf notes that airlines often make blanket references to exceptional circumstances without sufficiently examining the individual case. In such cases, those affected can submit an arbitration request to the apf. If no sufficient evidence is provided, there is still a right to compensation. Proceedings at the apf are always free of charge and commission-free.

Inappropriate rebooking after flight cancellation: Do I have to accept this?

In the event of a flight cancellation, airlines are obliged to rebook passengers in order to minimize the delay. In such cases, passengers should be automatically rebooked on suitable flights. This also includes flights from other airlines as an alternative. However, the apf observes that airlines tend to rebook travelers on flights within their own airline group. This can result in travelers losing entire vacation days or their return journey being significantly delayed.

In such cases, passengers have the option of booking an alternative flight themselves after consulting the airline and then claiming the costs from the original airline. If there is a delay of more than three hours at the destination, passengers are also entitled to a compensation payment.

Night trains don't deliver what they promise: What rights do passengers have?

It is not uncommon for passengers to have booked an expensive sleeper compartment only to discover on the platform that the booked carriage class was not available on the day of travel. This downgrading represents a clear reduction in service. In such cases, travelers are entitled to a partial refund of the ticket price. At least the difference to the booked class must be refunded by the railroad.

In addition, passengers receive compensation for delays on night trains: 25 percent of the fare for delays of one hour or more and 50 percent of the fare for delays of two hours or more.

If the rail company rejects the passenger's claims or does not process them in a timely manner (reply within four weeks), the route to the apf as a conciliation body is open.