Online Form Flight

Admissibility of the conciliation request

Please fill out all mandatory fields* completely. For navigation in the form please do not use the back button of your browser but the fields provided.

To which airline is your complaint directed?*

Please make a choice.

Did you file a written complaint to the airline?*

Yes

When exactly?*

Did the airline respond to you (apart from an automatic acknowledgement of receipt)?*

Yes

Date of reply

No, I didn't get an answer.

Reference number of the company

No

Is your case pending or finalised before a court or another consumer arbitration body?*

Yes

No

Information about the facts of the case

Reason of Complaint

What is the reason for your complaint?*

Delay

Cancellation/Change of flight time

Denied boarding

Baggage loss

Baggage delay

Baggage damage

Downgrade

Mobility restriction

Other

(Multiple selections possible.)

Flight details

How many flight segments did your journey consist of?*

Flight segments

Flight segment 1

Departure airport*

Arrival airport*

Flight date*

Flight number*

Operating carrier

Planned departure time*

Planned arrival time*

Planned arrival was the following day

Actual departure time*

Departure was the following day or later

Date of actual departure

Actual arrival time*

Departure was the following day or later

Date of actual arrival

Irregularities occurred for the first time on this flight segment.

Traveller

For which travellers do you assert a claim?

Travelling person 1

Address*

Title

Given name*

Surname*

Where did you book your ticket?

Information about the facts of the case

Delay

Please provide us with further information about the facts of the case

Baggage loss

What has been lost?

Entire piece of luggage

When was the lost piece of luggage bought at the time and at what price?

Purchase date

Amount / Currency

In step 6, please upload a complete list of the items in your lost baggage, indicating the year of purchase and the purchase price.

Individual items

In step 6, please upload a complete list of the items in your lost baggage, indicating the year of purchase and the purchase price.

Item

Purchase date

Price / Currency

When did you first report the loss of the individual items to the airline?

Have you incurred any additional costs due to the loss of luggage?

Yes

Types of Costs

Amount / Currency

No

Please provide us with further information about the facts of the case:

Baggage delay

When did you receive your luggage?

When did you claim the damage after receiving your luggage?

Were replacement purchases made during the waiting period?

Yes

Please rank the cost of replacement purchases in the following table and upload the relevant receipts (if available) to the next page:

Clothes/Shoes

Amount / Currency

Toiletries/Cosmetic articles

Amount / Currency

Should you have incurred any other costs for replacement purchases, please state these further:

Articles

Amount / Currency

No

In addition to the possible costs for replacement purchases, have you incurred any other costs due to the baggage delay?

Yes

Types of Costs

Amount / Currency

No

Please provide us with further information about the facts of the case:

Baggage damage

What kind of damage occurred? Is the damage repairable?

When was the damaged piece of luggage bought at the time and at what price?

Purchase date

Amount / Currency

When was the damage first reported to the airline?

Please provide us with further information about the facts of the case

Downgrade / Limited mobility / Other

Please provide us with further information about the facts of the case

Have you incurred expenses for meals and drinks, hotel accommodation, transfer or communication during the waiting period?

Yes

Meals/Drinks
Amount / Currency

Hotel stay
Amount / Currency

Transfer to the airport <-> Hotel
Amount / Currency

Communication
Amount / Currency

No

Company's response to your complaint

How did the company respond to your complain?

Payment/Payment offer

Amount?
Amount / Currency

Have you received the payment?

Yes

No

Voucher

Amount?
Amount / Currency

Not at all

Other

Please provide us with further information about the facts of the case

Claim

Would you like to assert a financial claim?*

Yes

Total amount

EUR

Yes, I have understood that the conciliation procedure will be concluded without legal review if the airline fully accepts my claim entered here.

Please provide us with details about the various items that make up your claim.

Bank details

IBAN:

BIC:

Account holder:

No

Why not? What exactly do you want to achieve with your complaint?

Contact details

Does your request concern your own complaint or are you acting on behalf of someone else?*

My own complaint (including that of fellow travelers)

Solely on behalf of someone else

Please provide the contact details of the person travelling with whom we are to conduct correspondence during the ongoing conciliation procedure.

If you submit the application exclusively for another person (complainant), a declaration of consent is required. Please send the scanned copy of the form signed by the complainant in person to flugkontakt@soep-online.de.

You can download the form for the power of attorney in case of third party involvement here.

Company

Reference number

Address*

Title

Given name*

Surname*

Street / Number*

Postal code / City*

Country*

Email*

Confirm email*

Home phone / Mobile phone (1)*

Country code

Area code

Number

Home phone / Mobile phone (2)

Country code

Area code

Number

Upload data

The better you can substantiate your claims, the better your chances of success in the conciliation process will be: The information provided by the parties involved forms the basis for our legal review. You can upload your documents here, or alternatively also send them to us by e-mail (to flugkontakt@soep-online.de) or by post.

Booking documents/Boarding cards

Yes, they are available.

No, they are not available

Previous correspondence with the travel company

Yes, available.

No, not available.

Evidence/receipts for disbursements claimed

Yes, they are available.

No, they are not available

Photos of damaged luggage

Yes, they are available.

No, they are not available

Receipt/Invoice of damaged luggage

Yes, they are available.

No, they are not available

Notification of claim („PIR“) of the airport

Yes, available.

No, not available.

Expert opinion on the damaged baggage item (if available)

Yes, available.

No, not available.

List of contents of lost baggage, indicating the year of purchase and the purchase price, receipts/certificates of lost baggage

Yes, they are available.

No, they are not available

File upload

You can upload the following file formats: PDF, DOC, DOCX, JPG, PNG, TXT, ODT, XLS, XLSX . Maximum total size of all files together 10 MB. We would be grateful if you could name the documents accordingly.

Admissibility of the conciliation request

Information about the facts of the case

Reason of Complaint

Flight details

Flight segments

Flight segment 1

Traveller

Travelling person 1

Information about the facts of the case

Delay

Cancellation/Change of flight time

Denied boarding

Baggage loss

Baggage delay

Baggage damage

Downgrade / Limited mobility / Other

Company's response to your complaint

Claim

Contact details

Upload data

Declaration of Content