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Business Profile

Airlines

Condor Flugdienst GmbH

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 24 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/31/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked a non-refundable flight to ***** through Condor/********* through my company's travel service, then cancelled the flight. I received an email from the travel service stating that I had a credit for the amount of the flight minus a penalty, and that I had to redeem the credit within 6 months. Now my travel service says Condor won't honor the credit, and Condor customer service routed me to a dead-end email address that refuses to reply beyond saying that the travel service has to produce a booking number (which they don't have).So I'm being defrauded $860. My mind is absolutely blown that this company is still allowed to do business in the **.

  • Initial Complaint

    Date:08/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Two passengers: Condor's airline computer system broke down at check-in and this resulted in additional costs including transportation, meals, lost personal items, hotel, and rebooking totaling Euro *****. In addition to the IT system breakdown, the lack of ground personnel and their all-over incompetence resulted in physical exhaustion (4km walked at ***************** based on Condor ground personnel instructions to consult various check-ins and security; one passenger is older person with heart issues etc.) and mental frustration (insults by Condor ground personnel). This airline is obviously using illegal, at least unethical, business tactics by advertising low priced tickets for flights but routinely charging rebooking fees for "missed" flights that the passenger is not at fault or responsible for.

  • Initial Complaint

    Date:07/24/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We paid $2.5 k for two flights from ************* to ****** which stops in *********. The airline delayed the flight by 5+ hours and then once we took off they landed in ******* because it went over the pilots flying time. They knew before leaving this would happen but failed to disclose this. Once we got to ******* there was no one there to help. They finally had one employee from a different airline hand out flight vouchers. They would not let us get our checked luggage off board. They dropped us at a hotel with no information at all. When we called they said we were booked on a flight leaving ********* at 1955 to ****** but then we found out that our flight from ******* doesnt get to ********* until 1930. When we told them the connecting flight leaves before the original flight they said when we get to the airport they would book us on another flight. There are no other flights out that night. We asked them which other flight over and over and they said they would tell us in *********. No one would acknowledge that we would be stuck in ********* that night and would not have our luggage and miss another night of our trip. The customer service is horrible and is lying to our face. The whole situation was an absolute mess.

  • Initial Complaint

    Date:07/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have lost one of my baggage on May 23, 2024. Went through all the required channels to try and find it.The baggage lost department can't find it and has notified me. Since then all communication with Condor has been lost.I have tried several email addresses and contact forms, but without any luck of getting a response.It's July 15, 2024 and I have not heard back nor received any money for the lost baggage

  • Initial Complaint

    Date:07/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought tickets for travel and they lost my bag with over $3,000 in value drone, apple watch, airport. An I missed my connecting flight due to this. An I had to buy another flight. Now I'm fighting with my card company to recover what I've posted during this issue.

  • Initial Complaint

    Date:10/19/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Incident Date: 05/14/2023 Booking Reference: ******* Name on Ticket: ******************************************* Condor Claim Tracking Number: CON-23/05-*****, TANG, ******* Summary:I am writing to lodge a formal complaint against Condor Airline due to a deeply frustrating and unsatisfactory experience that has caused significant financial and emotional distress.We purchased a flight ticket for $1,481.98 from *** to **** through Condor, including connecting flights via ********* and *********.The first leg, *** to *********, was delayed by Sun Country Airline from 11:50 am on May 14, 2023, to 9:50 am on May 15, 2023. This delay caused us to miss all connecting flights, including our cruise departure from ****.Despite reaching out to both Sun Country and Condor, neither was able to rebook us. Sun Country directed us to Condor, as our tickets were issued by them.A Condor agent advised us to purchase new tickets and assured us of reimbursement. They provided an email address ***************************************** for compensation claims.Following their guidance, we bought new tickets with ******* Airlines for an additional $3,740.60.We filed a claim with Condor on the same day, reference number CON-23/05-*****, under the name ****, booking reference *******.On August 9, 2023, Condor requested more information, which we promptly provided, reference number CON-23/05-*****-F002. Since then, we have received no further communication from Condor.We kindly request BBB's intervention to urge Condor to:Reimburse the additional $3,740.60 for the new tickets.Compensate us for the time, effort, and distress incurred.We sincerely appreciate your assistance in resolving this matter and stand ready to offer any additional information or documentation as required.Thank you for your attention to our case.Sincerely,***********************

  • Initial Complaint

    Date:10/07/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to you to request cash refund of $180 for the penalty fees unjustly charged at your check-in counter.We have booked a flight to ********* of Aug 25, 2022, Confirmation *******. We have followed all the directions given for check-in. We have reported for check-in several hours ahead of time. The (rude) ticket agent informed us and other customers that all check-ins must be done online. We have followed the directions on the smartphone however we were unable to check in because your website was malfunctioning. We have showed your agent the malfunction of your website but she ignored it and still charged us $180 fee for the check-in. I have tried four times to submit the complaint using your web request for refund however your website is still malfunctioning. I have written 2 letters to you and I waited for several months for your response. This fee was levied on us unfairly due to your website malfunction. I am requesting a full cash refund of $180.Sincerely,*********************

  • Initial Complaint

    Date:09/12/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 2023-02-22 I bought a JAX FRA JAX itinerary. On 2023-03-28 Condor changed this unilaterally without an ability to change/cancel or obtain a refund. Last week, after having completed the outbound journey, I attempted to change my flight back from *** to JAX as I had purchased. Condor refused to assist when I phoned twice. Condor dropped me on an endless waiting line forever once. Condor told me I had to take it up with ******* and refused further assistance. Yesterday when I arrived at *** my JetBlue flight to *** was cancelled. I have incurred significant expense as a result of Condor unilaterally changing my itinerary. I request full restitution. Last week I wrote to Condor through their website form and I am still awaiting a response. When I tried to resolve the *** to JAX issue yesterday with JetBlue I was hung up on and refused assistance whilst at the *********** counters.

  • Initial Complaint

    Date:08/06/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Delayed luggage issue:I flew by plane from ***********) - ********* (***) - ******** (***) on 07/28/23, and my checked piece of luggage did not arrive at my destination (***). The ***** FRA flight was operated by ****** Airlines, and the FRA - *** by Condor. Upon arrival at ***, I was invited to fill out a paper copy 'Property Irregularity Report' and was told that I would be contacted about it soon, and that it was most likely that the baggage would be placed on the next flight to *** (occurring on 7/31/23). However, I have received no contact whatsoever, and every attempt to reach out to a real person to gauge the situation has been unsuccessful. I have attempted to reach contact at *********************************/***************************************/***************, which are the three official methods of contact listed on the various paperwork provided by Condor detailing contact methods for updates. I have a tracker inside the bag (attached screenshot), which I believe would be helpful in speeding up the process of return if it ever makes it to someone's eyes, as it shows the precise location in which the baggage is being held within **************. Knowing that airlines do not compensate for replacement of items due to delay once the party has arrived at their home destination is frustrating, as I have had to replace a number of essentials at my own cost due to the ongoing nature of this delay, despite being at 'home'. This is the 10th day of the delay, and it is completely unacceptable that I have not received ANY form of contact or notification regarding the status of the claim for this delay, despite being informed that contact would be made and 'not to worry'. I need to know what the (real) status of my claim is, what the process of returning the baggage actually consists of, and an explanation from the business as to why it's taken the time it has so far to resolve this issue. Attached are the relevant files that have also been shared with Condor. Thank you!

  • Initial Complaint

    Date:07/20/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Family and I, 4 persons, booked a trip from ******** ****** to ****** and back. The 1st flight (06/20/23) was from ******** to ********* ******* with Condor Airlines. The connecting flight was from ********* to ****** ****** with Lufthansa. The Condor flight arrived in ********* about 90 minutes late. The connecting flight was also departing late. We arrived at the departing gate with assigned seats and boarding passes issued in ******** while boarding has just started. We were not allowed to board the connecting flight to ****** because Condor had rebooked us without our knowledge and consent while the Condor flight was in the air.Following Condor's instructions (this confirmed by Lufthansa Chief Operations Officer in *****************), Lufthansa rebooked us to ****** via *********. However, the Lufthansa flight to ********* was substantially delayed and still on the ground in ********* when the Aegean flight was leaving from ********* for ******. Thus, we were stranded at the *****************. Lufthansa agents refused to put us in a hotel because, according to European law, the airline with which the first delay occurs is responsible for all related passenger accommodation expenses. The only Condor agent available at the ***************** was outside the secured area and very hard to reach. When we finally managed to speak to her, she said that Condor is not responsible for any hardship or expenses.We spent the night at a nearby ***************** hotel paying out of pocket for two rooms plus the roundtrip taxi. We want to be compensated for the minimal food we took, the hotel and taxi expenses. We flew to ****** late next day missing our ****** hotel one night reservation. We want to be refunded for that reservation as well. Our claim totals Euros ****** Owing to the unnecessary Condor rebooking, our 4 checked luggage were delayed. We got them in ****** in increments, 5 to 12 days later. Our long-awaited vacation was effectively ruined by Condor.

Condor Flugdienst GmbH is NOT a BBB Accredited Business.

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