Find out what happens behind the scenes
The completeness of the traveler’s documents is essential for case processing. If documents are missing for processing a case, it is kept in a waiting status. A case handler can only start processing the case once all the necessary documents are available.
As soon as it is determined that the collection of documents is complete, the case is placed in the processing queue and assigned to one of our case handlers. He or she will then investigate and process the case in detail. A notification is then sent to the passenger to inform them that the processing has been completed.
Before a case is taken to court, an attempt is first made to settle the matter out of court. The airline or tour operator in question is requested to pay the claim. This gives the company concerned the opportunity to examine the facts of the case and settle the claim within a set period of 14 days.
If no payment has been received by the end of this period or no satisfactory agreement has been reached, the legal department will take action. It then takes over the task of pursuing the case further and, if necessary, initiating the next legal steps.
After a thorough review by our experts from the legal department, we have come to the conclusion that legal action in this case would probably not lead to the desired success. We are therefore trying to work towards an out-of-court solution.
However, if no payment or agreement is reached, we will unfortunately be forced to close the case without further action. Of course, we are always willing to provide additional information or clarify any questions
If there is no response from airlines or tour operators, the case in question will be forwarded to our relevant lawyers. These travel law experts will examine the possible legal steps. The passenger is regularly informed about the progress of the case.
From a legal point of view, there are essentially two options available to us: the formal filing of a lawsuit and the issuing of a default summons. Both processes result in a court decision that is either in the interest of the passenger, who is represented by Passengers friend, or in favor of the airline.
The default summons is primarily suitable for clearly structured cases, especially if the flight in question began or ended in Germany and the airline has its registered office in certain countries such as Germany, Portugal, Norway, Spain or Latvia. These proceedings tend to have a higher success rate. On the other hand, more complex cases that require a more detailed legal dispute are handled via the standardized lawsuit procedure.
This process takes the longest and can take around 3 – 24 months (in rare exceptional cases even longer).
The desired result in the court proceedings was not achieved. We are now taking a close look at whether it makes sense to appeal or lodge an appeal. This review may take some time. We will of course keep all parties regularly informed about the progress and decisions.
The appeal process is still ongoing and a final judgment has not yet been made. As such processes can vary depending on the complexity and details of the case, it is not always possible to predict an exact date for a final judgment. Nevertheless, we will ensure that passengers are kept informed of the progress of the proceedings and any important developments in a timely manner.
After thorough examination and implementation of the appeal procedure, it has become apparent that this was either unsuccessful or could not be initiated for certain reasons. This means that despite all efforts and legal considerations, the case cannot be taken any further. As a result, the case in question will be brought to a close. It is always our endeavor to exhaust all available legal options, but in some situations the limits of the legal framework are reached.
The court ruled in favor of the plaintiff in this case. This success marks a decisive step in the legal process. We are now at the stage where the airline or tour operator is requested to pay the specified amount. Due to various factors, it can take a while for these payments to be received. In extreme cases, we will endeavor to enforce the outstanding claims. However, we will ensure that the passenger is informed promptly about the receipt of payment and other relevant developments.
If the airline does not pay even after a legally binding judgment and a final demand, enforcement proceedings come into force. In this case, a bailiff is appointed. He can take various measures, such as seizing assets or accounts, to ensure that payment is made to the creditor.
Nach erfolgreichem Abschluss des Verfahrens wurde die zugesprochene Entschädigung in Form eines Schecks versendet. Der Fall ist somit erfolgreich abgeschlossen.
Following the successful conclusion of the proceedings, the compensation awarded was sent in the form of a check. The case has therefore been successfully concluded.
Enforcing air passenger rights can therefore be a complex process involving various steps and possible delays.
Your flight was delayed, canceled or you were not allowed to fly? Then you are probably entitled to compensation of up to €600.00 per person. Check your claim in less than 3 minutes!
Passengers friend specializes in the enforcement of compensation claims in the event of flight delays, cancellations and denied boarding. The basic idea is based on the observation that although you as a traveler are entitled to compensation under EU law, in reality you have difficulties enforcing this against the airline. Passengers friend already works with over 2200 travel agencies, and together we can help you assert your rights. We enforce your compensation or our service is completely free of charge for you!
