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For several years now, the accessibility of airlines, especially in the case of irregularities and claims for compensation, has been gradually becoming more and more complicated. Enormously long waiting times in hotlines are not uncommon. Written inquiries are sometimes not answered at all.
Some providers are also not particularly familiar with German laws, because Germany stipulates that the imprint must contain an e-mail address at which the company can be reached. However, not all airlines comply with this, which is why the consumer centers are taking action against several providers. Even if an e-mail address is given, that does not mean that you will get a quick answer to the request.
The passenger rights service provider Flightright has taken a closer look at the homepages of some providers. It was found that some carriers cannot be reached at all by e-mail. So-called chat bots are also popular, tending to annoy the passengers rather than help solve the problem.
“The fact that many airlines are still difficult to reach electronically in the digital age is unacceptable for air travelers. According to the Telemedia Act, it is mandatory for all airlines to provide an e-mail address for contact purposes. If staff cannot be reached at airports or via other communication channels, the frustration of air travelers is more than justified. Air travelers in the Lufthansa Group were particularly affected by this in this summer of chaos. We have therefore been demanding for a long time that many airlines must guarantee air travelers simpler electronic communication access," says Claudia Brosche, passenger rights expert at Flightright.
Availability of airlines at a glance:
| Airline | Phone | Contact form | Cat | |
| Lufthansa | only in the imprint | only in the imprint | Ja | Ja |
| Eurowings (Discover) | only in the imprint | Ja | Ja | No |
| Ryanair | Ja | Ja | Ja | Ja |
| the easy family of brands. | Ja | Ja | Ja | Ja |
| Sun Express | No | Ja | Ja | Ja |
| TUIfly | Ja | Ja | Ja | Ja |
| TAP Portugal | Ja | Ja | No | No |
| BATCH | No | Ja | Ja | Ja |
| British Airways | only in the imprint | Ja | Ja | Ja |
| Vueling | No | Ja | No | Ja |
| Air France | only in the imprint | Ja | Ja | No |
| Wizzair | Ja | Ja | Ja | Ja |
| Volotea | No | Ja | No | Ja |
| Turkish Airlines | No | Ja | Ja | Ja |
| Austrian | only in the imprint | Ja | Ja | Ja |
| Transavia | No | Ja | Ja | Ja |
| Swiss | only in the imprint | Ja | Ja | Ja |
| SAS | Ja | Ja | Ja | Ja |
| Emirates | only in the imprint | Ja | No | Ja |
trail (for them it's free to use)