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Filing a complaint due to lack of price transparency

Source: Zuständigkeitsfinder Schleswig-Holstein (Linie6Plus)

Service Description

If the final price and price components of a flight booking are not shown or not shown transparently, you can file a complaint. This also applies if optional services are preset or prices are discriminated against on the basis of your nationality or place of residence.

As a passenger, you have special rights. Airlines, tour operators and travel agents must present their prices transparently when booking air travel. There are various categories of lack of price transparency or price discrimination by airlines, tour operators and travel agents. You can file a complaint if you have noticed the following when booking a flight:

  • The final price was not shown in the booking process and the final price did not include all unavoidable costs.
  • In addition to the final price, the airfare, taxes, airport fees or other fees, surcharges and charges were not shown separately.
  • Optional services (e.g. insurance, rental car, hotel) were preselected during the booking process.
  • There was price discrimination based on your place of residence or nationality.

If you suspect that the prices were not published in accordance with the rules, you can file a complaint.

In the event of proven violations, the Federal Aviation Office can impose sanctions. This is to prevent future infringements from being repeated.

The Luftfahrt-Bundesamt is not authorized to support you in enforcing any civil claims against the company, nor to advise you in this regard. If necessary, individual civil claims must be settled in court in the legal relationship between the consumer and the company.


Process flow

If you wish to submit a complaint, please proceed as follows:

  • Go to the federal portal verwaltung.bund.de and complete the online form.
  • You can upload your documents directly.
  • Alternatively, you can send your notification and documents to the Luftfahrt-Bundesamt (LBA) by e-mail, fax or post.
  • Once the notification has been received, the LBA will send you a confirmation of receipt with a reference number.
  • The LBA will contact you if anything is unclear or if any information is missing.
  • If the LBA establishes an infringement, it may conduct administrative offense proceedings against the company concerned.
  • A fine may be imposed in the event of proven violations.
  • You will be informed by the LBA when the proceedings have been completed.
Requirements

You suspect a breach of the price transparency rules. You can find more information under the point Prerequisites.

You agree that your report may be used as a witness statement against the company concerned in the context of administrative offense proceedings.

Administrative offenses can only be prosecuted if the facts of the case date back no more than 2 years.

Which documents are required?

Uploading the following documents is not mandatory, but will make processing easier and avoid queries:

  • Proof of the reason for notification
  • Accounting documents
  • Correspondence with the company concerned

Documents required for authorization:

  • Power of representation

The exact documents required in your case can be found on the notification form.

What are the fees?

There are no costs.

What deadlines do I have to pay attention to?

Application deadline: 2 Years
Das Luftfahrt-Bundesamt kann nur innerhalb von 2 Jahren nach Feststellung des Sachverhalts tätig werden.

Processing duration

The processing time depends on the complexity of the notification and may vary from case to case.

Legal basis

Regulation (EC) No. 1008/2008, § 58 Para. 1 No. 13 LuftVG, §108 Para. 5 LuftVZO

Appeal

No legal remedy is provided for.

What else should I know?

There are no indications or special features.

Weiterführende Informationen
Author

Luftfahrt-Bundesamt (LBA)


Forwarding service: deep link to the original portal

The text was automatically translated based on the German content.

Teaser

If the final price and price components of a flight booking are not shown or not shown transparently, you can file a complaint. This also applies if optional services are preset or prices are discriminated against on the basis of your nationality or place of residence.

Process flow

If you wish to submit a complaint, please proceed as follows:

  • Go to the federal portal verwaltung.bund.de and complete the online form.
  • You can upload your documents directly.
  • Alternatively, you can send your notification and documents to the Luftfahrt-Bundesamt (LBA) by e-mail, fax or post.
  • Once the notification has been received, the LBA will send you a confirmation of receipt with a reference number.
  • The LBA will contact you if anything is unclear or if any information is missing.
  • If the LBA establishes an infringement, it may conduct administrative offense proceedings against the company concerned.
  • A fine may be imposed in the event of proven violations.
  • You will be informed by the LBA when the proceedings have been completed.

Requirements

You suspect a breach of the price transparency rules. You can find more information under the point Prerequisites.

You agree that your report may be used as a witness statement against the company concerned in the context of administrative offense proceedings.

Administrative offenses can only be prosecuted if the facts of the case date back no more than 2 years.

Which documents are required?

Uploading the following documents is not mandatory, but will make processing easier and avoid queries:

  • Proof of the reason for notification
  • Accounting documents
  • Correspondence with the company concerned

Documents required for authorization:

  • Power of representation

The exact documents required in your case can be found on the notification form.

What are the fees?

There are no costs.

What deadlines do I have to pay attention to?

Application deadline: 2 Years
Das Luftfahrt-Bundesamt kann nur innerhalb von 2 Jahren nach Feststellung des Sachverhalts tätig werden.

Processing duration

The processing time depends on the complexity of the notification and may vary from case to case.

Legal basis

Regulation (EC) No. 1008/2008, § 58 Para. 1 No. 13 LuftVG, §108 Para. 5 LuftVZO

Appeal

No legal remedy is provided for.

What else should I know?

There are no indications or special features.

Weiterführende Informationen

Author

Luftfahrt-Bundesamt (LBA)


Forwarding service: deep link to the original portal

The text was automatically translated based on the German content.

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