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.
The Schlichtungsstelle für den öffentlichen Personenverkehr e.V. Söp*
(Conciliation Body for Public Transport)
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).
Useful information: 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.
Useful information: 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
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.
Consumers can also complain about travel companies (online booking platforms) at the Conciliation Body for Public Transport (Söp) and file a request for arbitration. So far, the following tour operators have joined the conciliation body: Evaneos, ebookers.com, expe-dia.de, HolidayCheck, journaway and weg.de.
Phone: +49 30/64499330
*Alternative Dispute Resolution body