Since autumn 2021 I have tried to travel three times.

It went more or less wrong three times.

I write complaint emails three times, stand at counters, hang in hotline queues, am referred back and forth, feel helpless and at the mercy of others.

One gets the feeling lately that travel companies are trying to ward off complaints.

Is it because of Corona, or is there a method?

And above all: How can this be counteracted effectively?

Canceled Rail&Fly ticket

The first mishap happened when Condor postponed my flight and accidentally canceled my Rail&Fly ticket and seat reservation.

It only becomes apparent during the check on the train, where the train attendant issues me with a fare levy of 150 euros.

I wouldn't have to pay this if I could present the valid Rail&Fly ticket within two weeks.

But the employee at the Condor service desk in the airport cannot help me.

She points to the internet.

I get a few replies to my e-mails, I am referred to a form, I receive my booking confirmation by e-mail, but there is no Rail&Fly ticket.

Otherwise no constructive help.

The hotline lets me know that the complaints office can only be reached by email - this remains unanswered for seven weeks.

I pay the 150 euros.

It takes another five weeks for Condor to refund me the amount.

To this day, more than three months after my first email, I don't know how the refund for my seat reservation is going.

Unfortunately, there are no studies in Germany on how long customer services take on average to answer complaints.

Lufthansa writes on the website that you should contact them again if you don't get a "timely" answer.

Tui would like to process requests “as quickly as possible”.

Only Deutsche Bahn gives a specific time: You will receive mail after about three to four weeks.

When asked, Condor states: The average processing time is three weeks, but "there could be longer waiting times at short notice".

Don't customer services have to respond to complaints within a legally stipulated period?

"No," says attorney Kay P. Rodegra, who specializes in travel and aviation law, "but the customer can of course set a deadline for responding to his complaint." He considers four weeks to be reasonable if the complaint is one Compensation payments based on EU air passenger rights or compensation to the tour operator for travel defects.

He also advises contacting the contractual partner directly and not going through the travel agent, agency or platform through which the booking was made.

But often, as my second attempt to travel shows, that is exactly the problem.