Submit a complaint due to missing or insufficient information about the identity of the operating air carrier

Service Description

Your contractual partner for air travel - i.e. the airline or travel company - is obliged to inform you of the identity of the operating airline at the time of booking. If the operating airline changes, tour operators, travel agencies or air carriers must inform you immediately of the identity of the new air carrier. In any case, you must be informed of the identity of the operating air carrier at check-in or, if no check-in is required, when boarding. If you were not informed of the change of operating air carrier in good time during your flight, you can file a complaint.

Airlines classified as unsafe are not allowed to operate flights in the European Union (EU) or are subject to restrictions. The companies concerned can be found on the basis of the "blacklist".

If you discover that such a company is operating the flight, you do not have to take it. The contractual partner must offer you alternative transportation or reimbursement of the ticket costs if

  • your flight has been canceled due to the inclusion of the operating airline on the "blacklist" or
  • you have therefore decided not to take the flight.

If you suspect a violation of the above-mentioned regulations, you can file a complaint.

Enter all the necessary details in the complaint form.

Uploading additional documents is not mandatory. However, booking documents or correspondence with the airline or travel agency, for example, will make it easier to process your report and avoid additional inquiries. The Luftfahrt-Bundesamt will check the facts of the case and request information from you if necessary.

In the event of proven violations, the Federal Aviation Office can impose sanctions in the form of fines on the contractual partner. The fines are intended to prevent future infringements.

This does not affect any civil law claims you may have under the regulation for reimbursement of ticket costs.

The Luftfahrt-Bundesamt is neither authorized to support you in enforcing these claims against the contractual partner under the ordinance, nor to advise you in this regard. If necessary, you must claim individual entitlements from the contractual partner in court.

Source: Zuständigkeitsfinder Thüringen (Linie6PLus)

Competent Authority

Luftfahrt-Bundesamt (LBA)

Address
Hermann-Blenk-Straße 26
38108 Braunschweig
Telephone
+49 531 2355-0
Fax
+49 531 2355-9099