Corona hit the aviation industry hard and almost brought it to a standstill – thousands of flights had to be canceled due to the pandemic. And thousands of passengers are still waiting today to get their money back – even though airlines actually have to refund the ticket price within seven days. "Because despite Corona, the EU Passenger Rights Regulation also applies here without restrictions," explains Julia Zeller, consultant at the Bavarian Consumer Center to VIP News.
Customers do not have to accept vouchers
Consumer advocates and many customers know from their own experience that airlines do not always make it easy for passengers to claim their rights – for example when paying compensation for flight delays. The worsening economic imbalance of many airlines as a result of the pandemic has increased their willingness to pay, which is often hesitant.
Therefore, airlines preferred to provide customers with vouchers instead of reimbursing ticket money, but this failed due to opposition from the EU Commission. The Bundestag decided at the beginning of July that a voucher solution was allowed and made the corresponding requirements, but consumers do not have to accept it. So it is high time that the airlines, which are still in default, reimburse the passengers concerned for their money. "Consumers should no longer be held up now," explains Zeller. For example, Lufthansa has already announced that the amounts will be paid out, but the processing could take up to six weeks.
Which passenger rights apply in the times of Corona
Since Corona is still rampant and will probably not be over for a long time, there is great uncertainty among consumers at the moment. Many don't dare to book a flight because of the current situation. Because what happens if there is a new wave of corona and cancellation or massive, pandemic-related flight delays? "In principle, passenger rights also apply during the pandemic," explains the consumer advocate.
If a flight was canceled by the airline, there would therefore be a right to replacement transportation or reimbursement of the flight price. The same applies if a passenger cannot fly because of overbooking.
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Unclear situation with compensation for delay
However, if there are delays due to Corona, the situation is somewhat different. "Normally, travelers are entitled to compensation from a delay of three hours," says Zeller. However, only if this was not caused by exceptional circumstances such as strikes, terror or natural disasters. "At the moment it is not yet legally clear whether Corona is considered an exceptional circumstance," said the lawyer. Courts have yet to decide on this. However, she advises to still claim compensation for delays from the airline. "Ultimately, consumers have to wait and see," she explains. Because airlines will probably do everything they can to defend themselves against the claims.
Anyone who cancels a flight for fear of Corona flight will not receive any money back
If you want to cancel a booked flight because of Corona, you also have bad cards. "If the ticket conditions do not allow rebooking or cancellation, consumers are not entitled to a refund of the ticket price," said Zeller. For example, if the booked destination turns into a corona hotspot, that is the risk of the consumer.
This also applies to an individually booked flight if the Federal Foreign Office issues a travel warning. "In this case it is not a package tour, which can then be canceled free of charge in such a case," said the lawyer. Fear also does not entitle passengers to free cancellation. If the situation at the destination deteriorates, one can only hope for the goodwill of the airline, but there is no entitlement to a refund of the ticket price.