Navigation and service

Air Passengers Rights in case of denied boarding, cancellation and long delay of flight

The rules of Regulation (EC) No 261/2004 refer both to scheduled and to non-scheduled flights including flights within the framework of package tours.

Body responsible for complaints and enforcement in Germany

The LBA, Federal Aviation Office, is the competent authority for the implementation of Regulation (EC) No 261/2004 in Germany. Under this task the LBA analyses on the basis of the complaints the individual air carriers’ policies.

In the first instance, the LBA, Federal Aviation Office, will investigate your complaint and initially evaluate whether there is an infringement of Regulation (EC) No 261/2004. Where there is no apparent infringement or the LBA is not the competent enforcement body you will be informed accordingly as soon as possible.

However, if the possibility of infringements of Regulation (EC) No 261/2004 exists, the LBA, Federal Aviation Office, causes the air carriers to eliminate systematic infringements of the EC Regulation. If necessary, sanctions will be imposed consisting of fines. The aim is to ensure proper implementation of the consumer protection regulation according to EC law in Germany and to reduce the causes for passenger complaints.

The LBA, Federal Aviation Office, is not in a position to enforce your possible claims legally. You can only assert your claims according to the procedures provided for in the respective applicable law.

Forms of the Luftfahrt-Bundesamt, on Regulation(EC) No 261/2004

In case of complaints addressed to the Luftfahrt-Bundesamt, Federal Aviation Office, we kindly ask you to exclusively use the forms available (see above). The questionnaires filled in may be sent by e-mail, fax or letter to the following addresses:

Luftfahrt-Bundesamt headword: passenger rights, D - 38144 Braunschweig




fax: + 49 (0) 531 / 2355 2599

If you need initial information, the aviation safety hotline of the Luftfahrt-Bundesamt will be at your disposal from Monday to Thursday from 10:00 a. m. to 13:00 p. m., phone: + 49 (0) 531 2355 115.

Please note:

Due to a currently increased workload the further processing of your matter will unfortunately be delayed. We therefore ask for your patience. We will come back to you as soon as possible without further request.

Release: 2018.12.07

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© 2014 Luftfahrt-Bundesamt