Hundreds of passengers affected by Green Airlines flight cancellations

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Linda, Marketing and Communication Advisor
Published on 01 August 2022

German airline Green Airlines has cancelled dozens of flights. The European Consumer Centre (ECC) currently receives many complaints from passengers who are experiencing trouble getting hold of the airline. Passengers also indicate that the refund process is slow.

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Flight cancellations

In the summer of 2021, all Green Airlines flights that were scheduled to depart from Groningen Airport Eelde were cancelled. Some passengers are still waiting for a refund almost a year later. In recent weeks, dozens of flights have also been cancelled. TravelNoord B.V., the travel agency that booked many of these flights for passengers, indicates communication with the German airline has been difficult. The European Consumer Centre has ongoing contact with TravelNoord about the situation.

Passenger rights

Has your Green Airlines flight been cancelled? Your passenger rights state that the airline will then have to rebook you onto a different flight. Alternatively the airline will have to refund your ticket within 7 days of the cancellation.

Has your Green Airlines flight been cancelled less than 14 days before its scheduled departure? Then you are entitled to receive compensation in addition to being rebooked or refunded. This is a compensation for incurred expenses up to a maximum of  € 600.

Template letter

Some Green Airlines booking confirmations mention German Airways. Does Green Airlines or German Airways not provide you with the solution you are entitled to? Inform the airline in writing that you do not agree with this. And that you want your money back. The ECC provides a template letter than may be helpful: ask for money back from the airline.

Does your booking confirmation mention German Airways? In this case we would advise that you send your complaint to German Airways. In our experience German Airways is quicker to respond and solve complaints. Give the airline three weeks to respond to your complaint. If you do not receive a response or offered solution after these three weeks, please send your complaint about Green Airlines or German Airways to the ECC.

Help from the ECC

Have you asked Green Airlines or German Aiways for a refund? And is the airline refusing to refund your ticket? Then send us your complaint about Green Airlines or German Airways through our online form. Our legal experts provide legal assistance in claiming your refund. The services of the European Consumer Centre are free of charge.

Response time

The ECC is currently receiving many complaints about Green Airlines and German Airways. Due to the amount of complaints, it may take longer before you receive a response from us. This is what you can expect from us:

  • Complaint
    Are you sending us a new complaint? Then we will send you a response within 14 or a maximum of 21 days. In most cases we will be able to send you a confirmation that we will immediately start working on your case. In some cases we may need some additional information from you in order to start the mediation.
  • Updates
    Have you already sent us a complaint about Green Airlines or German Airways? You will receive an update as soon as we have any new information.
  • Questions
    Have you already sent us a complaint but do you have a new question? Or has there been an update in your case, e.g. that you have received the refund from Green Airlines or German Airways? Please inform the legal expert who is handling your case. The case handler will respond to your question or message in the next update.

Lawsuit

Unfortunately, we are not always able to resolve complaints. For example, if Green Airlines or German Airways should decide to stop cooperating in finding solutions. If this happens, you could opt to start a lawsuit against the airline. The EU knows a special procedure to do this. This legal procedure is called the European Small Claims Procedure. Have we been unable to resolve your complaint? Then your case handler will tell you everything about this procedure and how to start it.

Human Environment and Transport Inspectorate

If Green Airlines or German Airways does not properly resolve your complaint, you can report this to the Dutch Human Environment and Transport Inspectorate (ILT). The ILT does not handle individual cases. However, the ILT may choose to act when many consumers file similar reports on the same airline. The inspectorate may issue a warning or impose a fine on the airline.