In order to get to step 2 and to send in the request form successfully, all exclusion criteria must be checked and ruled out. Please make sure to answer all questions in step 1.
If you answered all questions and this notice still keeps popping up, the conciliation body is unable to assess your request.
If your conciliation request is regarding an airline not listed here, we are unfortunately not able to assess your request.
Only the airlines listed are members of the board of trustees at the söp and therefore a conciliation process can only be conducted for passengers of these airlines.
In accordance with the Law on Conciliation in Air Traffic, we are unfortunately unable to assess a conciliation request regarding a flight scheduled to operate before 01.11.2013.
We are only able to process your request if the airline has had a reasonable amount of time to answer to your complaint. The airline is given two months for that. The German Air Traffic Act grants the airline a period of two months (§ 57 b Abs. 2 Nr. 5 Luftverkehrsgesetz – German Air Traffic Act).
The period of two months since you filed your complaint to the airline has not yet expired. Therefore, we ask you to wait until then. In case you do not receive an answer within these two months or the answer you receive is not satisfying, you may contact us again.
You have entered a future flight date. Please note that the conciliation body is mostly not able to assess these cases in due time for the following two reasons:
Firstly according to the legal requirements in § 57 ff. of the German Air Traffic act (Luftverkehrsgesetz), a conciliation process is to be conducted after the scheduled trip.
Secondly the conciliation process may take a few months. For that reason we are not able to ensure assessment of your case before your flight date. We therefore recommend contacting the airline again.
Leider liegt Ihr Beschwerdedatum liegt in der Zukunft.
If you request a conciliation process solely on behalf of someone else, a power of attorney will be necessary. Please send a copy of the personally signed document to email@example.com or upload it in step 5.
A conciliation cannot take place if the traveler’s claim has not previously been brought directly to the airline or if less than two months have passed since the claim was received by the airline.
Consequently, we ask you to contact the airline in the first place. In case you do not receive an answer within two months or the answer you receive is not satisfying, you may contact us again.
The right to a conciliation process is limited to consumers. Consequently, the airlines are only obliged to take part in the conciliation process in cases where the purpose of the journey was mostly private. In individual cases the airlines will nevertheless agree to a conciliation concerning business trips. Therefore, it remains open whether a conciliation can take place or not.
A conciliation process cannot be conducted if the complaint is subject to pending legal proceedings. We are therefore unable to process your request.
Your complaint can only be considered for the conciliation process if the airline your request concerns is a member of the söp board of trustees. Only the listed airlines participate in the conciliation process. Should your complaint concern another airline, you can contact the conciliation body for aviation at the Federal Office of Justice (“Schlichtungsstelle Luftverkehr”).
Please enter the dates of the planned trip, starting with the first flight section. If your flight consists of several flight sections (for example, from Berlin via Düsseldorf to New York), you can enter additional flight segments by clicking 'add additional flights' below.
The operating carrier is the airline with which your flight was actually carried out. At times, this can be a different airline than the one the flight was originally booked with.
We will communicate the full amount of your claim to the airline, which then has the opportunity to accept your claim immediately. In case of an immediate acknowledgement according to § 13 (4) German Aviation Conciliation Act your claim will be settled with no need for further conciliation proceedings.
Your bank details will be transmitted in encrypted form to the airline. The information is voluntary but may help to process your claim in a swift manner. Please check the accuracy of your bank details carefully.
Here you can upload necessary documents. Hold down the Ctrl-key in the opening window and select several documents by clicking. The file name of the documents should not include any umlauts or blank spaces. You can upload the following file formats: PDF, DOC,DOCX and JPG. The maximum total size is 15 MB. We would be thankful for naming the files respectively.
It is not possible to enter more than 15 other travelers. Please call the arbitration office (telephone +49 (0) 30 6449933-0).
Please note that the claim you indicate can be the basis for an “immediate recognition” through the airline. Therefore, we ask you to make sure that the total amount you name includes all partial claims you are making. Should the airline be willing to pay the amount you indicate here, there is no need for further legal examination by the conciliation body and the case will be closed as a recognition of your claim by the airline. Only if the airline does not (fully) accept the amount you claim, we will further legally examine the case and possibly write a conciliation recommendation.
Yes I have understood that the conciliation process will be closed without legal examination if the airline fully recognises my claim indicated here.
Air Berlin has announced that, due to the insolvency proceedings opened on November, 1st 2017, it will no longer be able to service any claim in the context of a conciliation procedure. Therefore, we are unfortunately unable to process your request. For current information on the insolvency proceedings, we refer to the website of the Air Berlin.
Nicki Luftfahrt GmbH has announced that, due to the insolvency proceedings opened on December, 13th 2017, it will no longer be able to service any claim in the context of a conciliation procedure. Therefore, we are unfortunately unable to process your request. For current information on the insolvency proceedings, we refer to the website of the Niki Luftfahrt GmbH.
You would like to submit a conciliation request regarding Condor Flugdienst GmbH.
For bookings made before 26 September 2019 please note the following:
As you have probably heard from media, the parent company Thomas Cook Group plc is insolvent. Condor Flugdienst GmbH is an independent subsidiary of Thomas Cook plc. Although Condor is not directly affected by the insolvency, preliminary protection shield proceedings pursuant to Section 270b of the German Insolvency Act (“vorläufiges Schutzschirmverfahren gem. § 270b Insolvenzverordnung”) were initiated against Condor Flugdienst GmbH. This would effectively mean that Condor has complete independence from Thomas Cook Group plc, according to Condor.
During this procedure there are strict legal requirements and processes which Condor must comply with. This includes that claims for reimbursement can only be asserted in the main protection shield proceedings (“Schutzschirmhauptverfahren”). According to Condor, this will probably be opened in December.
Our mandate as a conciliation body is to mediate an amicable settlement. However, due to the protection shield proceedings, reimbursements are at present not viable. Unfortunately, the conciliation process has, therefore, currently no prospect of success for bookings made before 26 September 2019.