US News Arbitration Board SÖP records record number of complaints

09:55  04 december  2020
09:55  04 december  2020 Source:   handelsblatt.com

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The Arbitration Board for Public Transport (SÖP) has received more complaints from consumers this year than ever before.

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By the end of December, the office expects a total of around 41,000 applications from travelers, according to the German Press Agency. That would be almost a third more than in the previous record year of 2018, when the flight schedule got mixed up as a result of the Air Berlin bankruptcy and passengers had to struggle with massive delays and flight cancellations. Compared to last year, the number of complaints increased by almost 60 percent.

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Almost 84 percent of the complaints related to air travel refunds. This almost came to a standstill in the Corona crisis, especially during the first partial lockdown in spring. “Many airlines only offered their customers a voucher as a form of ticket reimbursement,” said the SÖP. "Not all customers wanted to accept a voucher and insisted on a cash payment."

In mid-March, the EU Commission decided that even during the crisis, consumers could demand reimbursement of their ticket costs in cash. But according to the SÖP, many travelers waited in vain for the money. "Airlines promised their customers the reimbursement of the ticket costs, but the money was not transferred."

Again, around 13 percent of the complaints were not about air traffic, but about rail. It is true that Deutsche Bahn maintained the service for the most part throughout the year. But the trains remained largely empty. Many people postponed their trips because business trips were canceled or because they were afraid of sitting in a train car with many people. "In these cases, the railway made an extensive goodwill arrangement," said the SÖP: "Tickets purchased by March 13th and valid until the start of the journey on May 4th could be converted into a voucher valid for three years."

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But then the federally owned company changed the rules. From then on, tickets were only valid until the end of October, and the route could no longer be changed. "This annoyed many rail customers, as the trip would no longer make sense for them if the reason for the trip was discontinued."

According to the information, only a small proportion of the complaints related to other modes of transport: According to the SÖP, the proportion of complaints about long-distance buses and local public transport (ÖPNV) was only around one percent each.

Overall, in around 80 percent of the cases, the agency was able to ensure that the travelers were successful with their concerns. The SÖP has been taking care of problems with air, bus, train and ship travel since 2010. For the most part, it is about compensation for delays or cancellations of flights and train journeys. Around 400 transport companies take part in the arbitration process, which they finance themselves.

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