Passenger rights

According to EU Regulation 261/2004, you are entitled to compensation and assistance under certain conditions. On this page, you'll find an overview of your rights in case of flight irregularities.

Validity

The regulation is applicable:

for passengers boarding a flight in an EU Member State or from a third country with an EU airline to an EU country, unless they have received compensation or assistance in that third country,
only if you have a confirmed booking for the flight in question,
only if you register by the specified check-in deadline (except in the event of flight cancellation) or if no time has been specified, make sure to arrive for check-in at least 45 minutes before the published departure time.

The regulation does not apply:

for passengers traveling free of charge or at a reduced fare that is not directly or indirectly available to the public.

Delays

According to EU Regulation 261/2004, you're entitled to certain care services from the airline if there are reasonably foreseeable delays of departure times compared to the scheduled departure time:

from four hours on flights over 3,500 km distance
from three hours for flights between 1,500 and 3,500 km, as well as flights over 1,500 km within the EU
from two hours for flights up to 1,500 km

Care services are provided in these cases:

Catering in a reasonable proportion to the waiting time
If necessary, hotel accommodation with potential transfer
The possibility of making two phone calls, telexes, faxes, or emails

Please note: care services do not need to be provided if this would continue to delay your departure.

Delays of more than 5 hours
If your flight is delayed by more than 5 hours, you have the right to cancel the flight and receive a refund for the ticket and any unused segments of your journey or to assert further rights in accordance with Article 8 (1) (a) of EU Regulation 261/2004.

The prerequisite for this is that you can clearly demonstrate that the purpose of the trip was not achieved.
Please note: For package tours, the conditions of the Package Travel Directive (90/314/EEC) apply. This means that you might face very high cancellation fees if you decide to cancel.

Compensation benefits

If your flight is delayed by three hours or more, you have the right to compensation in the form of cash, cheque, bank transfer, or, with your consent, a voucher, according to ECJ rulings C-581/10 and C-629/10.

The payment amount depends on the distance of the planned flight route:

€250 for a flight distance of up to 1,500 km
€400 for a distance of 1,500 and 3,500 km and for flights within the EU over 1,500 km
€600 for flights over 3,500 km

Please note: You are not entitled to compensation if the delay is due to extraordinary circumstances. Only the delayed arrival is relevant here, not the delayed departure.

Denial of boarding

If Condor has offered you to voluntarily withdraw from the flight or you are involuntarily denied boarding on the booked flight, you have the right to care services and compensation.

You will also be offered alternative transportation to the final destination of your booked flight. This replacement transportation will occur at the earliest possible time and under comparable conditions. Subject to availability, you can also travel to your final destination at a later date of your choice, but you'll have to cover the costs for meals, hotel, and transfer yourself.

Involuntary Denied Boarding
In the event of involuntary denied boarding, you also have the immediate right to compensation in the form of cash, cheque, bank transfer, or, with your consent, a voucher.

The payment amount depends on the distance of the planned flight route:

€250 for a flight distance of up to 1,500 km
€400 for a distance of 1,500 and 3,500 km and for flights within the EU over 1,500 km
€600 for flights over 3,500 km

Alternative flight
If you're offered an alternative flight, the following reduced compensation may apply:

€125 for flights of up to 1,500 km, if the arrival time of the alternative flight is no later than two hours after the scheduled arrival time of the originally booked flight.
€200 for flights between 1,500 and 3,500 km and flights within the EU over 1,500 km, if the arrival time of the alternative flight is no later than three hours after the scheduled arrival time of the originally booked flight.
€300 for flights over 3,500 km, if the arrival time of the alternative flight is no later than four hours after the scheduled arrival time of the originally booked flight.

Cancellation

If your flight, for which you have a confirmed booking, is canceled, we'll let you know about possible alternative transportation. You are also entitled to care services, refund, and compensation as listed above.

Extraordinary circumstances
If your flight was cancelled due to extraordinary circumstances, you aren't entitled to compensation.

You are also not entitled to any compensation if:

we informed you about the cancellation at least 14 days before the booked departure
we informed you about the cancellation between 14 and 7 days before the booked departure and simultaneously offered you an alternative flight, departing no more than two hours before the original departure time and arriving no more than four hours after the scheduled arrival time.
informed you of the cancellation less than 7 days before the booked departure and simultaneously offered you an alternative flight whose departure time is no more than one hour before the original departure time and arrives no more than two hours after the scheduled arrival time

Contact

You can contact the European Commission authorities responsible for air passenger rights directly for further information or assistance.

Get in touch with us:

by email at reservation@condor.com
via our customer service

Please note:

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Complaints regarding seat reservations

If you've reserved a seat with Condor Flugdienst GmbH and it hasn't been held for you, here's what you can do:

When booking through condor.com: Submit your complaint through our contact form and share your concerns with us. Please attach a copy or scan of your original boarding passes and your booking confirmation.

When booking through a travel agency or tour operator: If you have any complaints about your seat reservation, please contact the respective provider or the appointed travel agency.

We sincerely apologize for the inconvenience caused!

Submit your complaint through our contact form

Regulations outside of Europe

Depending on the departure or destination country, flights are subject to various legal regulations. In some countries, there are specific regulations regarding compensation and assistance for flight irregularities such as delays, cancellations, or denied boarding.

Please check the applicable regulations with the relevant authorities or on the official websites of the aviation supervisory authorities.