Arbitration board

Condor Air Services participates in a dispute resolution procedure at a consumer arbitration centre. In the event of any dispute involving a private trip, you are entitled to turn to the impartial carrier-neutral arbitration centre for public transport (SÖP). The arbitration centre can be contacted at the address below:

Schlichtungsstelle für den öffentlichen Personenverkehr e.V.
Fasanenstraße 81
10623 Berlin 

https://soep-online.de/welcome.html
https://soep-online.de/request-form-flight.html

You can utilise the services of the Conciliation Body in connection with the following disputes, among others:

• Denied boarding
• Delayed boarding and cancellation of flights
• Destroyed, damaged, lost or delayed baggage

In particular, the prerequisites for using the SÖP Conciliation Body are as follows:

• The financial claim must be a minimum of 10.00 euros and a maximum of 5,000.00 euros
• You have already contacted Condor about this matter or complaint and have not received a response within two months, or you are not satisfied with the way the matter or complaint is being handled.
• Your claim is not already pending before a court or has not already been resolved as part of a settlement.

You can also contact the European Commission’s Online Dispute Resolution (ODR) platform. The platform is located at http://ec.europa.eu/consumers/odr/