Condor Airlines Customer Service Issues

Good morning, I am writing in regards to my flight tickets from Munich to Tenerife on 20/03/[redacted] and Tenerife to Munich on 27/03/[redacted] with booking number: [redacted]. Due to the Covid-19 crisis in Spain and the government's recommendations to limit travel, I am requesting a refund for my tickets. The ongoing extensions of restrictions and uncertainty about future measures, combined with the increasing number of infected individuals, have led to overwhelming fear that forces me to cancel my travel plans. This decision is not voluntary but unavoidable given the current health situation. I kindly ask for the cancellation and full refund of my tickets. I look forward to your response. Thank you and best regards, Inaki L.

I want to bring to Condor's attention an incident involving one of their employees. I was at Frankfurt airport on 3/14/20 around 9am when my flight got canceled. A gentleman tried to assist me in finding another flight, and he was very helpful and polite. Unfortunately, while he was on the phone trying to help me, another Condor employee, who I later found out was named Brito, abruptly ended the call I was on without my consent. She was quite rude, and her behavior was inappropriate for someone in customer service. I believe such disrespectful behavior could harm Condor's reputation, and I felt compelled to share my experience. After this encounter, I am hesitant to fly with Condor again. As someone who has worked in customer service for over 30 years, I know the importance of treating customers with respect. I hope Condor addresses this issue to maintain customer satisfaction. Thank you, Kevin K. (USA)

Hello, My name is Herbert Wienhold. On 14/03/[redacted], my wife Bettina Hagedorn-Wienhold and I booked a Condor flight from Antalya to Hannover for 24/03/[redacted]. Our booking numbers are [redacted] and [redacted]. Yesterday, when we took a taxi to Antalya Airport, we were shocked to find out that all Condor flights to Germany were canceled. We were not informed by phone or email about the flight cancellation since the day we booked. Condor's crisis management is disappointing; they handled long-time customers poorly. Yesterday, on the day of our flight, we were kept waiting in the phone queue for about an hour. Your unprofessional conduct has put us in serious trouble. We are likely stuck in Turkey until the end of April. We are utterly dismayed. Please refund the money for our tickets promptly. Best regards, Herbert Wienhold

Hello, I need assistance with rebooking my air tickets with Condor. Currently, I have two one-way tickets booked for April 13, [redacted], from San Jose, Costa Rica to Vienna, Austria with the booking reference [redacted]-01. I am requesting a rebooking for Tarlaungeanu Silvia for June 18, [redacted], from San Jose, Costa Rica to Bucharest, Romania. Unfortunately, as a Canadian citizen, Calin Ionescu had plans to visit Vienna this year but cannot reschedule for another date. Due to the unavailability of Condor flights to Canada, I need to return from Costa Rica. Is it possible for me to receive a refund for my ticket? Thank you, Calin I.

Hello, I need to rebook my air tickets with Condor. I currently have two one-way tickets booked for April 13, [redacted], from San Jose, Costa Rica to Vienna, Austria. My booking reference number is [redacted]-01. I am requesting to rebook for Tarlaungeanu Silvia to travel on June 18, [redacted] from San Jose, Costa Rica to Bucharest, Romania. Unfortunately, as a Canadian citizen, I had plans to visit Vienna this year, but I cannot reschedule for another date due to personal reasons. Since Condor doesn't have flights to Canada, I am inquiring about the possibility of getting a refund. Thank you. Best, Calin Ionescu

I have included my booking confirmations for flight DE4063 from Cluj Napoca, Romania to Nuremberg, Germany on April 17, [redacted], with booking reference [redacted]-01. I am a sailor who was supposed to be at the ship in Regensburg on April 17. However, due to German authorities sending me back home, I am at risk of losing my job. Despite having all the necessary papers as per German regulations regarding Covid-19, confirming my crew member status, I was still denied boarding. I purchased the flight ticket through your company after finding it on skyscanner.com. I traveled from Braila to Cluj Napoca on April 16 to catch the flight on April 17, facing a considerable journey spanning four days. It appears that selling tickets for this flight was deemed illegal by German authorities. Given the circumstances, I kindly ask for guidance on receiving a refund for the flight ticket and transfer costs back to the airport. This unforeseen situation has caused me considerable distress. This is a first-time experience for me, so I seek clarification on whether your company will address this matter or if I need to seek assistance from a specialized service. Sincerely, G.N. Phone: [redacted].[redacted].00.41.95

I am Bethany C. Lunden. My flight booked under reference number [redacted]-02 from Seattle to Frankfurt was canceled due to Covid-19 travel closures. After contacting Condor Airlines on April 1, [redacted] for a refund, I was informed the flight was canceled. Despite being advised that a voucher would be emailed to me within a few days on April 28, [redacted], I have not received one. Efforts to reach the airline via phone and online customer service have been unsuccessful in clarifying the refund status. I missed the deadline to use the online complaint form for a refund request. I seek a full refund as originally promised by the phone operator.

Hello, I'm Suzanne from Tierone Travel in Calgary. I am experiencing an issue with a cancellation. My relatives intended to visit Canada, but Condor canceled the June 9th flight from Budapest to Calgary. They were offered a June 26th flight at a higher cost due to the peak season, which they agreed to. Unfortunately, this flight was also canceled with no alternative provided. They have opted for a refund, but the agency they booked through is only willing to refund the original ticket price, stating that Condor is responsible for the additional cost. I find this confusing since the original ticket is no longer valid, and they should be refunded the full amount of the new ticket. I have been a travel agent for 42 years and have never encountered this situation before. Booking number: JA839V Passengers: Somogyi Imrene, Brenn Janos, and Brenn Janosne. I kindly request your assistance in contacting the agency to clarify the refund process. Your attention to this matter is greatly appreciated. Kind regards, Suzanne

I am providing more details on a complex situation that occurred. On June 13, [redacted], I purchased 2 round-trip tickets for my partner and myself from Lyon to Mauritius via Frankfurt for a total of €4,[redacted].96. The outbound flight on March 3, [redacted], proceeded smoothly. While in Mauritius, we received an email from Lufthansa informing us that our flight from Frankfurt to Lyon on April 2, [redacted], was canceled due to schedule changes, unrelated to Covid-19. Subsequently, we were informed via email that our return flight from Mauritius to Frankfurt on April 2, [redacted], was canceled due to Covid-19. I requested compensation for the return tickets via email, receiving positive responses offering credit or a fee-free rebooking. Expecting a credit of €2,[redacted], half of the ticket cost, I was surprised by unauthorized charges totaling €4,[redacted].98 and €1,[redacted] for a return upgrade. I booked new flights for November 8, [redacted], and December 7, [redacted], following Condor's guidance. To my dismay, I was charged immediately without receiving the promised credit. Upon reviewing my credit card statement, I was alarmed by the unexpected charges. No credit was issued as assured by the airline.

I recently booked a flight for my husband and myself with confirmation # [redacted]-01. We observed several issues with the booking: 1. My husband's middle name "Roy" was missing from the reservation. 2. My last name "Windisch-Cole" had the dash between the two last names omitted. 3. Our billing address is a P.O. Box while our residential address is distinct. 4. The names on our Visa cards differ slightly from the reservation names. 5. I attempted to reserve specific seats G and H across the aisle for an additional charge but encountered difficulties with the booking process. 6. The agent assisting us spoke English and German but was non-native, leading to communication challenges. I kindly request your assistance in rectifying these issues promptly. Thank you.

I have a Condor voucher for a flight from Bologna to Vancouver on August 21st or 22nd, [redacted], returning on December 19th or 20th, [redacted]. This voucher was received due to a [redacted] flight cancellation to Canada. I can't find any Condor flights before September [redacted]. Is it possible to use the voucher on another Condor-owned company instead? Thank you for your assistance. -Stefania E.

I have been trying to contact you multiple times from Stuttgart to inform you that I will be boarding in Frankfurt instead of Zagreb, Croatia, for my flight to Toronto on November 20, [redacted]. My booking number is [redacted]-01, which was made on September 8 in Toronto. When I made the booking, I called the toll-free number to ask if, in case of extraordinary circumstances such as with Corona, I could board in Frankfurt instead of Zagreb (since I am already in Stuttgart). I was told by your staff that this change was allowed as long as I informed Condor airline. I do not expect any compensation for missing the portion of the flight from Zagreb to Frankfurt, and I was assured that there would be no additional charges as my flight from Frankfurt to Toronto remained unchanged. I have already completed my PCR test in Germany and am awaiting confirmation of this message.

Hello, We had planned a flight from LPA to Leipzig on December 3rd. Unfortunately, due to the current restrictions in Leipzig, we are unable to stay in hotels as planned for our holiday. Therefore, we kindly request the cancellation of our trip and a full refund of the amount paid. Reservation Number: [redacted]-01 Name: H. Marcos J. L. Armas Friday, December 3, [redacted] 15:55 - Gran Canaria 21:45 - Leipzig/Halle Airline: Condor Flight: DE1463 Economy Class Wednesday, December 8, [redacted] 9:10 - Leipzig/Halle 13:15 - Gran Canaria Airline: Condor Flight: DE1462 Economy Class Thank you and have a pleasant day.

Hello, I have a flight scheduled for December 14th with booking reference L6AHO8. I'd like to add one more bag (my guitar) to my reservation. When attempting to find my booking using reference [redacted]0 or confirmation number L6AHO8 on your website, it shows that it cannot locate my booking. I have a connecting flight from Frankfurt to Copenhagen and require my bags to be checked in through to Copenhagen. How can I arrange this? P.S: I made my booking through "Travelgenio" but am unable to see that option when trying to access my reservation. Best regards, Thomas

Hello, I made a round trip reservation with Condor Airlines on January 2, [redacted], for a flight on January 26, [redacted], from Riga to Frankfurt operated by Baltic Airlines, and onward from Frankfurt to Mauritius. The return flight is scheduled for February 21, [redacted], with the reverse itinerary. Unfortunately, I received notice from Condor that Baltic Airlines canceled the last leg of my trip, from Frankfurt to Riga, with no alternative provided. It seems my best option is to rebook for February 24, [redacted], a date that both Condor and Baltic Airlines still have available. I need guidance on how to proceed, as this cancellation was initiated by the airline. Thank you, Mr. S. Kootbally

Hello, I had a flight from Munich to Punta Cana last Wednesday. At the airport, they informed me that I needed a return flight, or they wouldn't let me board. Neither you nor the Federal Government nor the entry requirements of the Dominican Republic mention this. As a result, I had to book a last-minute flight that I didn't want. Additionally, I am unable to enjoy my vacation as planned. Do you have any suggestions on what you can do for me? I reserve the right to take legal action. Best regards, Ulrich R.

Dear airline employee, I am planning to travel from SPC to FRA soon. It is important for me to fly with unvaccinated pilots and crew, preferably with unvaccinated passengers as well, due to the risk of transmission between vaccinated and unvaccinated individuals. Please let me know if it is possible to fly under these conditions with your airline. If not, I will consider alternative transportation methods. Another option for me to fly, even if these conditions cannot be met, would be the provision of an ABC protective mask or an oxygen device for artificial respiration during the flight. As a member of several pilot associations who regularly fly economy class, the risks associated with vaccinated individuals such as heart attacks, thrombosis, etc., are too high for me to travel. It has also been scientifically proven that these side effects will increase in the future. Looking forward to a positive response, Bernd Kühn (fellow pilot)

Regarding my booked Condor flight from Cancun, Mexico, I am seeking clarification on the carry-on baggage restrictions. I am currently in Mexico and would appreciate having this information sorted out prior to my airport arrival. Unfortunately, I have been unable to locate Codnor's contact details in Mexico. It appears that I am expected to contact Condor's customer service in Germany or the USA, which involves extensive waiting periods and potential high expenses. My carry-on items include 2 laptops, a stack of files (banking and medical records), jewelry, and a purse that I wish to have with me during the flight. I am particularly concerned about the 10 kg weight of the laptops exceeding the allotted carry-on limit. I have found no clear information on this matter. Your assistance is greatly appreciated. Thank you, Catherine P.

Dear Condor Airlines, I am writing to address an issue with your complaint page, which I have been unable to access since June 9th due to repeated errors. My complaint pertains to my inability to check in online for flight DE [redacted] on June 8th, as my nationality, Eritrea, was not available in the list of nationalities. Despite contacting the Condor service center both in person and via phone, I was instructed to complete an in-person check-in at the airport on June 9th, where I was unexpectedly charged 25 euros for the service. I believe this charge stemmed from the system's lack of provision for my specific nationality. I kindly request reimbursement for the 25-euro check-in fee. Sincerely, Lidya

Yesterday, on June 12th, our baggage went missing during our journey from Dubrovnik to Frankfurt and then from Frankfurt to Seattle. We are Markos and Joan Weiss. We reported the issue at the airport, but we have not received any updates yet. The staff member did not have the necessary forms but recorded our details, assuring us that we would be contacted soon. Our flight numbers were #[redacted] from Dubrovnik to Seattle and #[redacted] from Frankfurt to Seattle.