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.
This 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.
Condor explicitly declares that fares offered via condor.com may be lower than those offered via telephone reservations or for sale at the Condor airport ticket counter.
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 condor.com.
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 condor.com – Infomration & services – Help & contact – Customer Service.
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.
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:
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).
In the unlikely event of an oversold situation, our policies and procedures for treating you in a fair and consistent way include
Condor will provide you with complete information about policies and procedures that affect your travel, including:
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 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 condor.com, especially email 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.
General information about refund policies of Condor tickets and tariffs are provided via our website – Legal – GTBC – Cancellation fees, or via our Customer Service:
Individual information about your Condor tickets and booked fares are provided via our Customer Service:
Additionally, information are provided in your email confirmation when an email address was provided while booking via your travel agency or via 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 condor.com – Legal – GTBC – 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.
* For hearing and speech impaired customers please dial 711 or use the toll free number for the voice relay in your state.
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 through condor.com, a travel agency or the Customer Service.
Refunds for all electronic tickets may be requested by calling our reservation sales team available 24 hours a day / 7 days a week:
For questions on how to apply for a refund or check status on a refund request please email to reservation.en@condor.com.
* For hearing and speech impaired customers please dial 711 or use the toll free number for the voice relay in your state.
Condor offers customers with a disability and passengers with restricted mobility, a high level of support at the relevant airports and during flights, including:
You can find information on accessible travel on the following page.
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
* For hearing and speech impaired customers please dial 711 or use the toll free number for the voice relay in your state.
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
Edmund-Rumpler-Straße 3
60549 Frankfurt am Main
Germany
condorkb@condor.com
The more information you provide the faster we can assist you. Please make sure to include the following information:
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.
If you wish to contact the US Department of Transportation (DOT) 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
Website: transportation.gov/airconsumer
* For hearing and speech impaired customers please dial 711 or use the toll free number for the voice relay in your state.