Damage to fiber optic cables on a Frankfurt S-Bahn line caused by a construction site led to a failure of Lufthansa’s computer systems. Tens of thousands of passengers were affected.
Lufthansa said in a press release that it was forced to cancel or postpone flights. But what can consumers do if computer systems fail and the plane cannot take off on the planned vacation.
Consumer experts told FOCUS online that a computer failure is an “extraordinary circumstance” according to the European Court of Justice. However, the airline concerned must pull out all the stops to avoid flight cancellations.
In principle, airlines are free in such a case “to make a compensation payment,” says Holger Hopperdietzel, lawyer and expert in travel and aviation law in an interview. If the airline concerned does nothing and ruthlessly cancels all flights, passengers could possibly receive compensation.
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What applies to package tours?
If travelers have booked a package tour and air traffic is idle due to an IT failure, travelers must contact the tour operator as soon as possible. “Here, claims for a reduction in the travel price and claims for substitute transport can be asserted directly.”
Under certain circumstances, it is also possible for travelers to be able to withdraw from their package tour free of charge. However, only if the flight performance cannot be made up for immediately.
What can those affected do?
People affected by the massive IT failure at Lufthansa should contact the airline or tour operator as soon as possible. Should the company get in the way of compensation, service providers can help who will provide the traveler with a full refund or compensation.
Flightright, Fairplan, Claim Flights or EuClaim can help.
Up to 600 euros in compensation
In the event of flight cancellations and delays, passengers are often entitled to a refund of the ticket price and additional compensation. There are a large number of online portals for checking and enforcing any claims, such as Flightright.dewho, if necessary, go to court. A commission is only due in the event of success.