Wegweiser Travellers · Your rights on holidays and private trips Deutsch

🤝 Advice and contact points

Nationwide documented bodies for complaints, arbitration and advice on travel problems.

advice arbitration Verbraucherzentrale European Consumer Centre Eisenbahn-Bundesamt Luftfahrt-Bundesamt complaint contact points

In brief

If you have a travel problem, go to the company first. Contact it in writing and set a deadline. If that does not help, there are free services.

  • Schlichtung Reise & Verkehr e.V. for flights, trains, buses, ships and package holidays. Free of charge for consumers.
  • Europäisches Verbraucherzentrum Deutschland (European Consumer Centre Germany) in Kehl for disputes with companies in other EU countries, Iceland or Norway.
  • The Eisenbahn-Bundesamt and Luftfahrt-Bundesamt monitor passenger rights. They do not resolve individual cases.
  • Verbraucherzentralen and lawyers for legal advice.

Step by step

  1. Write to the companyDescribe the case in writing, state the deadline and your demand.
  2. Apply for arbitrationIf unsuccessful, file the application with the Schlichtung Reise & Verkehr (portal.sruv.de).
  3. Involve an authorityReport infringements to the Eisenbahn-Bundesamt or Luftfahrt-Bundesamt.
  4. Get legal adviceFor a higher amount in dispute or if a deadline is pressing: Verbraucherzentrale or a lawyer.

Deadlines

€5,000
Upper limit of the amount in dispute for arbitration on air passenger rights (according to the Luftfahrt-Bundesamt)Luftfahrt-Bundesamt, Schlichtung
90 days
Deadline for the arbitration proposal (according to the Luftfahrt-Bundesamt)Luftfahrt-Bundesamt, Schlichtung
Watch out – common mistakes
  • Arbitration proposals are binding only if both sides agree.
  • According to the Luftfahrt-Bundesamt, claims of business travellers are not arbitrated; arbitration under § 57b Abs. 1 LuftVG is open to consumers (up to €5,000, from €10).
  • Opening hours and availability may change; check the official sites.
  • Deadlines keep running even if you go to arbitration or write to authorities.
In depth · legal basis, figures and practice – for advisers and professionals

Arbitration

The Schlichtung Reise & Verkehr e.V. (until 2024 söp) mediates between transport companies and customers for flights, trains, buses, ships and package holidays; it is free of charge for consumers. Application via portal.sruv.de. Address according to the Luftfahrt-Bundesamt: Fasanenstraße 81, 10623 Berlin. For airlines that do not participate, the Bundesamt für Justiz, Adenauerallee 99-103, 53094 Bonn, is responsible.

Authorities

Luftfahrt-Bundesamt, citizens' service for air passenger rights Braunschweig, tel. +49 531 23 55-115 (Mon to Thu 10 am to 1 pm, according to BMV). Eisenbahn-Bundesamt, HeinemannstraĂźe 6, 53175 Bonn, tel. +49 228 307 95-400 (according to BMV; hotline for rail, bus and ship).

EU-wide

The Europäisches Verbraucherzentrum Deutschland (European Consumer Centre Germany; Bahnhofsplatz 3, 77694 Kehl, evz.de) gives free advice on claims against companies in other EU states, Iceland or Norway (search result BMJV/EVZ).

Scope

This page names no local advice centres. The platform is not legal advice.

Who is responsible
  • Schlichtung Reise & Verkehr e.V.
  • Europäisches Verbraucherzentrum Deutschland
  • Eisenbahn-Bundesamt / Luftfahrt-Bundesamt
  • Verbraucherzentralen
Further reading
Flight: delay, cancellation, denied boardingTrain: passenger rights in case of delay and cancellationPackage holiday: withdrawal, defects, insolvency protection

Quick questions

Worum geht es bei „Advice and contact points“?
Nationwide documented bodies for complaints, arbitration and advice on travel problems.
Which deadlines and figures matter?
  • €5,000: Upper limit of the amount in dispute for arbitration on air passenger rights (according to the Luftfahrt-Bundesamt) (Luftfahrt-Bundesamt, Schlichtung)
  • 90 days: Deadline for the arbitration proposal (according to the Luftfahrt-Bundesamt) (Luftfahrt-Bundesamt, Schlichtung)
What should I do first?
  • Write to the company: Describe the case in writing, state the deadline and your demand.
  • Apply for arbitration: If unsuccessful, file the application with the Schlichtung Reise & Verkehr (portal.sruv.de).
  • Involve an authority: Report infringements to the Eisenbahn-Bundesamt or Luftfahrt-Bundesamt.
What do I need to watch out for?
  • Arbitration proposals are binding only if both sides agree.
  • According to the Luftfahrt-Bundesamt, claims of business travellers are not arbitrated; arbitration under § 57b Abs. 1 LuftVG is open to consumers (up to €5,000, from €10).
  • Opening hours and availability may change; check the official sites.
Evidence
  • Luftfahrt-Bundesamt, Schlichtung, retrieved 21 September 2026
  • BMV, Fahr- und Fluggastrechte, retrieved 21 September 2026
  • Schlichtung Reise & Verkehr e.V., home page, retrieved 21 September 2026
  • BMJV, Europäisches Verbraucherzentrum Deutschland (search result), retrieved 21 September 2026
As of

September 2026 · Sources and method

A question about your situation that this page does not answer? Write to us or use the contact form – we will tell you which office is responsible and what to bring. Free of charge, without individual legal advice.