Flight canceled, money gone - government sharply reprimands airlines

"What happens there is a cheek": The Federal Government's tourism commissioner criticizes the airlines for their behavior when it comes to refunding canceled flights.
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DPA
"What happens there is a cheek": The Federal Government's tourism commissioner criticizes the airlines for their behavior when it comes to refunding canceled flights.

The federal government is increasing pressure on airlines to reimburse travelers whose flights have been canceled due to the Corona crisis. "What is happening is a cheek," said the Federal Government's Tourism Commissioner, Thomas Bareiß (CDU), the "Bild" newspaper (Monday edition). With regard to the billion dollar aid for airlines in the Corona crisis, he added: "And that of companies whose future depends on solidarity and help from the general public."

Bareiß criticized that the refunds in Germany were taking far too long, whereas in other countries they were "often without problems". "Airlines have a legal obligation to their customers and I expect it to be met," said the tourism representative.

At the end of May, the federal government introduced a regulation for a voluntary voucher solution. According to this, travel providers and travel agencies can offer customers vouchers of the corresponding value instead of the immediate reimbursement of the advance payment for package tours that were canceled due to the corona pandemic. The travelers can decide for themselves whether to accept the voucher. If you reject it, you retain your right to reimbursement.

"If everyone insists on payment, it will be tough for some airlines"

Federal Consumer Protection Minister Christine Lambrecht (SPD) recently campaigned for the quick redemption of such vouchers. Airlines should reimburse canceled trips within seven days if customers did not accept vouchers, said Lambrecht. But she added: "If everyone insists on a payout, it will be tough for some airlines."

Airlines as well as Condor, which has been kept alive with state aid, report bottlenecks in processing the many reimbursement requests. Condor also offers customers flexible rebooking or flight credit. If you don't want that, "you get your money back immediately," Condor boss Ralf Teckentrup said in an interview.

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The Consumer Advice Center Hesse accused airlines of violating the law at the end of May. "Airlines either offer no repayment at all or only offer it in a very hidden way as one of many options, such as rebooking or vouchers," said consumer lawyer Peter Lassek. Previously, complaints from consumers who had received no information and were being held up had accumulated.

The head office advises affected consumers to request repayment in writing and with a two-week period. "If the airline does not respond at all, you have the option of initiating a judicial reminder or legal action, although you should always keep an eye on the risk of costs and insolvency. In any case, a criminal complaint will not result in a faster reimbursement," said Lassek.