söp is there for you

No matter how well companies plan a trip – there can always occur problems that give rise to a complaint.

We work impartially, neutrally and free of charge for you as a consumer

We gladly support you, if you are not satisfied with the company’s reply to your complaint or if you did not receive a reply at all. söp is recognised by the German Government as a consumer conciliation body under the Consumer Dispute Settlement Act (VSBG) and has also been notified to the EU.

We work independently, impartially, neutrally and on the basis of law and order. All our conciliators are fully qualified lawyers and have a high level of competence in the field of passenger and travel law. The results of the legal case examination are explained in detail and in an easily understandable way in our conciliation recommendation. The recommendation becomes binding if both parties (consumers and companies) agree to it in the next step. Fortunately, in more than 80% of disputes there is an amicable solution.

Not only the high conciliation rate, but also scientific studies such as the Oxford Study demonstrate the high level of confidence travellers have in the conciliation work of söp. We are particularly pleased that our work is also appreciated by consumer organisations, media, politicians and the professional public.

In accordance with the legal requirements, the conciliation procedure is free of charge for you as a consumer. You will not be charged either processing fees or contingency fees, nor will you have to seek legal advice from lawyers or the courts. During the conciliation process, the claims you are entitled to will be awarded in full – you save money, time and a lot of hassle.

S Launched in December 2009, around 400 companies from the travel and transport industry are already participating in the söp conciliation procedure.

Click here to find out how you can submit your request for conciliation.

Dr. Christof Berlin, Head of the Conciliation Body
Dipl.-Ing. Heinz Klewe, General Manager