Travelling & Public Transport
Train delay, flight cancellation or baggage loss: If consumers have problems with airlines or other transport companies, they can turn to a dispute resolution body.
1. The Schlichtungsstelle Reise & Verkehr e. V.*
(Travel & Transport Conciliation Board)
This ADR entity assists consumers in case of delays, cancellations, missed connections, denied boarding and lost or damaged baggage. There is another ADR body which deals with complaints against airlines that are not member of this ADR body (see below).
Useful information: You can also direct the complaint to the ADR body even if the airline is not based in Germany. It is essential that the company is a member of the ADR body and that the journey is related to Germany.
Practical tip: Use the online form for your conciliation request.
Fasanenstraße 81
10623 Berlin
Phone: +49 30/64499330
Email: kontakt@sruv.de
2. The Schlichtungsstelle Luftverkehr beim Bundesamt für Justiz*
(Air Transport Cinciliation Body at the Federal Office of Justice)
deals with complaints against airlines which are not members of the SRUV (see above). You might contact this ADR body in case of flight delays, cancellations or problems with the baggage.
Useful information: You may also address the complaint to this ADR entity if the airline is not based in Germany or the EU. It is essential that the ADR entity is competent and that the journey is related to Germany.
Adenauerallee 99-103
53094 Bonn
Phone: +49 228/994106120
Email: luftverkehr@bfj.bund.de
The Schlichtungsstelle Reise & Verkehr e. V.*
(Travel & Transport Conciliation Board)
mediates in complaints against local public transport companies that are members of it.
Practical tip: Use the online form for your conciliation request.
> There are further ADR bodies for complaints against local transport companies. Please check if the transport company in question is affiliated with one of the following ADR schemes:
Binding decisions: The decision of the SNUB is legally binding for the trader.
The Schlichtungsstelle Reise & Verkehr e.V.*
(Travel & Transport Conciliation Board)
also handles complaints against rail, long-distance bus, and shipping companies that are members of the organization. Consumers can contact the board, for example, in cases of cancellations, delays, or issues with luggage.
Note: Use the online form to submit an conciliation request!
Fasanenstraße 81
10623 Berlin
Phone: +49 30/64499330
Email: kontakt@sruv.de
> If you have a complaint about the long-distance bus company FlixBus, you can contact the Universal Conciliation Board* (Universalschlichtungsstelle).
The Schlichtungsstelle Reise & Verkehr e. V.*
Consumers can also complain about travel companies (online booking platforms) at the Conciliation Body for Public Transport and file a request for conciliation. You can find the participating travel companies in the online form.
Fasanenstraße 81
10623 Berlin
Phone: +49 30/64499330
E-Mail: kontakt@sruv.de
> For complaints against tour operators that are not members of the Schlichtungsstelle Reise & Verkehr, consumers can turn to the Universalschlichtungsstelle*.
*Alternative Dispute Resolution body
Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the European Innovation Council and Small and Medium-sized Enterprises Executive Agency (EISMEA). Neither the European Union nor the granting authority can be held responsible for them.
