[norby23]

Flight Number: DE 2102
Flight date: 13/08/2016
Class of travel: Tourist
From: Frankfurt (a.M.) (FRA)
To: Buenos Aires (EZE)
Booking reference: 9338694


My name is Frank Norberto Endres (Booking Number 9338694) and I want to inform you that on the 13th of August 2016, I was at the Frankfurt International Airport in order to take the flight of CONDOR DE 2102 to San Juan, then the connection to Panamá -with the flight CM 143 of COPA AIRLINES - and then from there to Buenos Aires (Ezeiza) -with the flight CM 454-.

Firstly, they dispatched my bags (and bicycle, which was already booked) and then I was denied to board the plane! They could not give me an alternative route for the day or for any day. I did go to the counter at the Frankfurt International Airport and demanded the refund of my not-used Ticket and for the Bike fee (I was not the only one who had problems with the same flight!).
They told me that I will not received any money back. I did not see a single sign regarding the air passengers rights (EC No 261/2004) in any counter or office of Condor (Air France, for example, displays it).
They told me that it was my fault, because "I did not inform me well prior to the flight". The company DID NOT warn me BEFORE the purchase of the Ticket -via Internet- that I must have a visa or ESTA in order to arrive my final destination without problems. They inform their customers AFTER the payment, in tiny little letters, in a really convinient way...
They did not inform me as well that “If you are denied boarding or if your flight is cancelled or delayed for at least two hours, ask at the check-in counter or boarding gate for the text stating your rights, particularly with regard to compensation and assistance”.

I was not offered help, nor meals, nor refreshments, nor the two free telephone calls or e-mail messages. A friend of mine -handicapped- drove me to the airport and he must wait (for hours instead of a couple of minutes!!) with me all the time; I must later paid a lot more of parking because of all this mess.

Besides, I did spent more than 2 hours waiting for my luggage to appear!! And the sports baggage (a bicycle) suffered a lot of scratches and dents.
Also, the personal of the Information Service at the Frankfurt International Airport told me that I should have received the refund the very same day... obviously, that was not the case.

Regarding the Air Passengers Rights, I demand the refund of my plane ticket (716.49 EUR), plus the sports-baggage fee (80.99 EUR) and the appropiate compensation -more than 3.500 Kilometers- (600 EUR).


I hope this, the Web complaint Formular and the letter to the LBA (Federal Aviation Office) will help me.


I could buy a ticket the same day at the Airport with Air France, and the service was WAY better (and they display the signs with the Air Passengers Rights).



Frank N. Endres