Travelling and public transport
Covering a lot of transport services, consumers often contact the following sector-specific ADR entities. The most important of them are certificated and fulfil the minimum standards for alternative dispute resolution of the European Commission.
Update : Aug 2018
1. Train, bus, flight and ship companies
The Schlichtungsstelle für den öffentlichen Personenverkehr e.V. Söp*
(Conciliation Body for Public Transport)
handles disputes against train, bus, flight and ship companies that are members of its conciliation scheme.
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 (see below).
Good to know: You may also direct the complaint to the Söp even if the airline is not based in Germany. It is essential that the company is a member of the Söp and that the journey is related to Germany.
Phone.: +49 30/64499330
The Schlichtungsstelle Luftverkehr beim Bundesamt für Justiz*
(Air Transport Arbitration Body at the Federal Office of Justice)
deals with complaints against airlines which are not members of the Söp (see above). You might contact this ADR body in case of flight delays, cancellations or problems with the baggage.
Good to know: You may also address the complaint to this ADR entity if the airline is not based in Germany. It is essential that the ADR entity is competent and that the journey is related to Germany.
Phone.: +49 228/994106120
2. Local traffic/ Public Transport (train, bus, subway and tramway)
The Schlichtungsstelle für den öffentlichen Personenverkehr e.V. (Söp)* deals with complaints about public transport services against its member companies.
Further ADR entities are competent on federal state level for complaints against local transport companies. Please check if the transport company in question is affiliated with one of the following ADR schemes:
- Schlichtungsstelle Nahverkehr Nordrhein-Westfalen
- Schlichtungsstelle Die Nahverkehr-Schlichtungsstelle (SNUB)*
Binding decisions: The decision of the SNUB is legally binding for the trader.
A specialised ADR entity for package holidays does not exist. Please, turn directly to the Allgemeine Verbraucherschlichtungsstelle*(General Consumer Conciliation Body of the Centre for Conciliation).
*alternative dispute resolution body