Condor Born to fly.

Customer Service Plan  

Condor Customer Commitment

Last Updated: October 14, 2013

Condor Flugdienst GmbH (Condor) intends to ensure that your air travel experience will encompass, to the best of our abilities, the most comprehensive customer service possible. We have outlined our responsibilities and how we will fulfill them in 13-key points, known as our Condor Customer Commitment.

Note: The Condor Customer Commitment applies to a continuous Condor flight journey in the same aircraft or with one flight number that begins or ends at a U.S. airport.

1. Supplementary notes to the fares offered on www.condor.com, telephone reservation system and Condor airport ticket counters

Condor explicitly declares that fares offered via www.condor.com, may be lower than those offered via telephone reservations or for sale at the Condor airport ticket counter.  

2. Notifying consumers of known delays, cancellations and diversions

Condor will provide full and timely information on the status of known delays, cancellations and diversions. Therefore Condor provides real-time flight status information notification:

  • Via our telephone hotline number in different languages.
  • Via our website at www.condor.com – flight info – travel preparation – departure & arrival or copy the following Link into your browser: http://www.condor.com/ibe/cfi/us/fot/flightontime.xhtml
  • By contacting you about cancellations when the event is known in advance of departure. In order to do so, please ensure that your personal contact data is entered accurately at www.condor.com, especially E-Mail address and phone number.
  • Notifications can only be sent directly to you when your booking is made via www.condor.com, a Condor ticket counter or Condor reservation hotline. In case of a tour operator or travel agency booking, Condor is providing the information about delays, cancellation notice and diversions to these service partners.

 

3. Delivering baggage on time

It is our intention to deliver your baggage on time. However, in the event that this does not occur, we will strive to return your delayed baggage within 24 hours by making every reasonable effort. Notify a “lost and found” employee at the airport upon arrival if you cannot locate your baggage in order to complete a Property Irregularity Report (PIR).

  • We will attempt to contact owners of unclaimed baggage when a name and address or telephone number is found on the baggage.
  • In case of baggage irregularities you may also proceed to the www.condor.com website, to – flight info – baggage – baggage irregularities in order to find specific information about what to do next. For status updates to a delayed baggage report, you can search by entering the file reference of the report and passenger name at www.worldtracer.aero/cgi-bin/fileframe.exe

 

4. Allowing reservations to be cancelled without penalty for a defined amount of time

General information about refund policies of Condor tickets and tariffs are provided

  • Via our customer service phone
    USA & Canada
    1-866-960-7915**
    free of charge
    ** For hearing and speech impaired customers please dial 711 or use the toll free number for the voice relay in your state.

    From all other countries
    +49 (0) 6171 6988920
  • Via www.condor.com – terms & conditions – cancellation fees

Individual information about your Condor tickets and booked fares are provided

  • Via our customer service phone
    USA & Canada
    1-866-960-7915**
    free of charge
    ** For hearing and speech impaired customers please dial 711 or use the toll free number for the voice relay in your state.

    From all other countries
    +49 (0) 6171 6988920
  • Via your email confirmation when an email address was provided while booking via your travel agency or via www.condor.com. The email confirmation received by you contains the name/details of your booked fare. All applicable cancellation fees for your fare are stated in detail at www.condor.com under – terms & conditions – cancellation fees

Condor strives to provide the highest level of service standards. As part of this goal, even in the event of the purchase of a non-refundable ticket, Condor will give you time to reconsider your flight purchase. Only for travel from/to the United States, you may cancel and refund your ticket within 24 hours after purchase, i.e. if purchased at 2 p.m on Monday, it may be cancelled until 2 p.m. on Tuesday. If your reservation is made one week or less prior to its flight departure, a cancellation within 24 hours or later after purchase is still possible considering the conditions of cancellation/refund of your ticket.  

5. Providing prompt ticket refunds

Condor will issue prompt refunds for eligible international tickets within 20 business days when original payment was made by check or within 7 business days when original payment was cash or by credit card of receipt of the required information. Please note:

  • Condor sells only electronic tickets, regardless if sold sales through www.condor.com, a travel agency or the customer service hotline.
  • Refunds for all electronic tickets may be requested by calling our reservation sales team available 24 hours a day / 7 days a week

    USA & Canada
    1-866-960-7915**
    free of charge
    ** For hearing and speech impaired customers please dial 711 or use the toll free number for the voice relay in your state.

    From all other countries
    +49 (0) 6171 6988920

    For questions on how to apply for a refund or check status on a refund request please E-Mail to reservation.en@condor.com.

 

6. Properly accommodating passengers with disabilities and other special needs

Condor offers customers with a disability and passengers with restricted mobility, a high level of support at the relevant airports and during flights, including:

  • Transportation to, from, and between gates, either by wheelchair or electric cart
  • Boarding assistance
  • Consideration of your needs during extended tarmac delays

Please refer to the following link, if you wish to learn more about barrier free travel on Condor: www.condor.com/us/flight-info/travel-preparation/barrier-free-travel.jsp.

We do not release unaccompanied minors (UM) to anyone other than the person you have designated. For further information for parents wishing to let their child travel without being accompanied by an adult, please contact

USA & Canada
1-866-960-7915**
free of charge
**For hearing and speech impaired customers please dial 711 or use the toll free number for the voice relay in your state.

From all other countries
+49 (0) 6171 6988920  

7. Meeting customers' essential needs during lengthy tarmac delays

In the unlikely event of a long delay while you are on board an aircraft that is on the tarmac, Condor will cater to your essential needs. We will provide full and timely information regarding the status of the flight, services mitigating the hardships of passengers during such a delay such as a snack service, potable water, operable lavatory facilities and access to medical treatment, if safety and security conditions allow. For further information, see Condor’s Contingency Plan for Lengthy Tarmac Delays on www.condor.com.  

8. Handling passengers with fairness and consistency in the case of oversales

In the unlikely event of an oversold situation, our policies and procedures for treating you in a fair and consistent way include

  • Notifying you of required check-in times through our web-site and our reservations phone line.
  • If your flight is in an oversold situation, you will not be denied a seat until we first ask for volunteers willing to give up their confirmed seats in exchange for compensation (in an amount determined by Condor) and travel on a later, specified flight. If there are not enough volunteers, we will deny boarding to passengers in accordance with our company policy on denied boarding priority.
  • Offering a travel voucher if you voluntarily give up your seat. The value of a voucher is equal to or greater than the cash/check amount otherwise due including any fees associated with using the voucher. As material restriction (e.g. blackout dates) may apply, we will inform you about the terms & conditions before you accept to take the voucher.
  • Explaining our obligations and the compensation you will receive if you are involuntarily denied boarding.
  • We will strive to provide accommodations on another airline.
  • Providing meals, refreshments and short phone calls. Condor will provide hotel accommodations if you were involuntarily denied boarding while away from you home and no alternative flight is available within a reasonable period of time.

 

9. Disclosing travel itinerary and other policies that affect your travel

Condor will provide you with complete information about policies and procedures that affect your travel, including:

  • Providing information concerning the important terms and conditions applicable to your travel. Our entire Contract of Carriage is easily accessible on www.condor.com.
  • Providing the name of your booked fare in your travel itinerary in order to make it easy for you to assign/match the name of your fare to the complete rebooking/cancellation policies within the terms and conditions of our Contract of carriage.
  • Attached you will find also the direct link to our Conditions of carriage for your convenience: http://www.condor.com/us/help-contact/terms-and-conditions.jsp.

Condor participates in the Lufthansa “Miles and More” program. Miles cannot be cashed and/or converted via Condor Flugdienst booking facilities such as www.condor.com or Condor phone hotline.

  • Terms and conditions of the “Miles and More program” are accessible via www.condor.com – flight info – travel preparation – miles & more or by contacting the Lufthansa Miles & More Service Team: +49 (0) 180 55959 (0.14 €/min. from a German landline, different rates by mobile phone).
  • Condor provides aircraft configuration via www.condor.com – company – our fleet. The configuration display includes information about seat width, pitch ranges and the location of washrooms. For your own convenience please copy the following link into your browser in order to get direct access: www.condor.com/us/the-company/our-fleet.jsp

 

10. Notifying our customers in a timely manner of changes in their travel itineraries

Condor strives to minimize changes in your travel itineraries. In the exceptional case that we need to change your travel itinerary, we will provide full information in a timely manner after becoming aware of such change. When the event is known seven days or more in advance of departure we will contact you by email or telephone. Notifications can only be sent directly to you when your booking is made via www.condor.com, a Condor ticket counter or Condor reservation hotline. In order to do so, please ensure that your personal contact data is entered accurately at www.condor.com, especially E-Mail address and phone number. In case of a tour operator or travel agency booking, Condor will provide the information about changes of your travel itineraries to these service partners.

 

11. Ensuring responsiveness to customer complaints

We will acknowledge receipt of written customer complaints within 30 days of their receipt and we will send a substantive response within 60 days of receiving the complaint. For information about filing a complaint, check information on www.condor.com – contact –.  

12. Services provided to mitigate inconveniences resulting from flight cancellations and misconnections

In case your flight with Condor has be cancelled or you misconnect because of late arrival of your inbound flight with Condor, we will provide you with an onward transportation to the originally booked destination with the least possible delay for flights on the same ticket. We offer a rebooking under comparable transport conditions at the earliest opportunity or reimbursement of tickets not used.

 

13. Complaint management

Reflecting on this service plan and its 13-key points, Condor ensures excellent quality and a dedicated commitment to customer service. In case of complaints please take notice of the following options:

  • For a complaint, luggage loss or damage please contact us per email or in writing per mail:

Condor Flugdienst GmbH
Kundenbetreuung
Thomas-Cook-Platz 1
61440 Oberursel
Germany
condorkb@condor.com

  • The more information you provide the faster we can assist you. Please make sure to include the following information:

    • Ticket receipts and boarding passes
    • Dates of travel, routing, and flight number
    • Airport reference Number and baggage tag number for reimbursement requests for baggage related issues.
  • You can also reach us at 1-866-960-7915* available 24 hours a day – please make sure to provide above mentioned information when prompted.

Department of Transportation contact information

  • If you wish to contact the US Department of Transportation regarding your air travel complaint, you may submit your complaint to:

U.S. Dept. of Transportation
Aviation Consumer Protection Division, C-75
1200 New Jersey Ave., S.E.
Washington, D.C. 20590
http://www.dot.gov/airconsumer

* For hearing and speech impaired customers please dial 711 or use the toll free number for the voice relay in your state.

 

 




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