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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:06/28/2023

    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.
    On 16June23, my family and my flight booked through Condor from ******** to ****** was canceled the day of the flight. I tried to rebook, but nothing was available and they would not cover hotel costs. I had to spend $275 and $250 on two rental cars to get myself and my family home. I called and requested a refund and was told I had to submit a form, which I did on the 17th, but have not heard anything back. I attached the booking confirmation. This flight was for 8 seats on the flight. The reference I got for the complaint was CON-23/06-*****

  • Initial Complaint

    Date:04/17/2023

    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 November 21, 2022, I purchased a round-trip business class flight on condor airlines with confirmation number ******* for the total amount of $2879.98 using an **************** Card. I was issued a booking code LUQFVW. I was unable to check in online for flight LH243 on April 15, 2023. Went to airport at 5 PM the night before my flight to check in and was told by the Lufthansa desk that they could not check me in that I needed to call Condor. The Condor representative on the phone so nothing wrong with my ticket but could not check me in or issue a boarding pass. Lufthansa told me to come back the next day. We arrived at the airport at 4:30 AM the day of my flight. Lufthansa refused to issue a boarding pass, and since there is no Condor counter at the **** airport, Condor refused to help us out on the phone. Lufthansa forced us to buy a one-way ticket from **** to ********* in order to catch the second leg of the ticket that I purchased with booking number referenced above. Both companies in person and on the phone refuse to issue any refund or provide any other resolution, other than forcing me to buy a ticket 90 minutes before a flight, I paid for the entire flight round-trip I was confirmed on the flight and both companies refused to issue a boarding pass. I paid the total amount of the ticket above ($2879.98) to Condor and did not receive the full round-trip ticket. I was forced to pay $485.17 on April 15 to Lufthansa for a one-way ticket from **** to *********, but I will not rest until I am reimbursed. I am filing the same complaint with Lufthansa, since neither company is willing to reimburse me.

  • Initial Complaint

    Date:03/22/2023

    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.
    Im trying to apply my airline reimbursement but condor airline just redirected me everywhere instead of reimburse me.Confirmation: ******* Name: *********************** Phone:************* Address: *************************************************************************************** ***** What happened: I bought a Condor airline ticket on November 25th, 2022 from ****** to ********* on December 5th 2022.Its a JetBlue B62417 ****** to ******** with Condor DE2017 ******** to ********* combined ticket operated by condor air.The ******** (*** to ***) is extremely delayed so I missed my flight from ******** to *********, the condor service center *************) which I called told me I can book a ticket and condor air will reimburse me, which I spent $1439.80 to purchase a Delta air ticket to fly to *********.After my trip, Ive been contacting condor air for 3 months trying to get reimbursement but Ive been redirected and still not getting my reimbursement.Best,*******

  • Initial Complaint

    Date:02/27/2023

    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.
    Compensation of $1,823.47 was awarded to me for my parents' flight cancelation/delay on 09/16/22. However, we never received the money and Condor Airlines keeps insisting they sent it. We would like to receive the money that they agreed to pay to us. We contacted them more than 20 times, the most relevant conversations with Condor are attached. Thank you! *****************

  • Initial Complaint

    Date:02/16/2023

    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 booked a flight with this company through Priceline, confirmed on 1/1/2023 for the amount of $689.99. Today all of my travel companions flights were cancelled due to a strike happening at the *********, ******* airport. They are not able to adjust flights without incurring a large additional charge. I now have no place to stay and I am also scared that I will be stranded in *******. I tried to cancel and receive a refund, I spoke with a representative that could not help me and basically said tough luck. She also said there is no supervisor available for me to speak to and there is no use. I am very frustrated and might lose almost a thousand dollars. Please help. I just would like to cancel my purchase and have funds returned to me. The representative that I spoke with said her name was ***** and her employee log in is ****. Thank you

  • Initial Complaint

    Date:12/20/2022

    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.
    Flight DE2080 ********* - *********** 09/27/2022 I'm writing to file a complaint on the flight attendant: *************** While serving food I've been hit in the head and ignored, same thing happened during the next serving of food, after I complained getting hit I was answered with bad attitude. I will follow up with legal actions, this flight attendant has demonstrated to be poorly trained and is very unprofessional.

  • Initial Complaint

    Date:10/13/2022

    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.
    We were trying to travel to ******** but the lady at the Condor check-in counter in *******, ** would not let ** on because we did not have e-****s even though we have never had to do that before because your able to get your **** when you arrive in the *********** airport. The ********* **** website that SHE GAVE US also states that you can also get your **** upon arrival. Our cousin just went to ******** 2 months ago and did not have to get his **** beforehand. Multiple people in my family have went and have never dealt with this. So I either want a refund or a new flight because this is ridiculous. I called Expedia and they say that Condor has to deal with it because the flight has left and because Condor has a new policy that states that Condor will deal with flight changes and re -booking but then when I call Condor they say you have to call Expedia because we booked through them. And that went on for hours of just calling both companies back and forth. Then after they were I guess tired of dealing with me they finally said they can give me a reimbursement of my taxes which is only like $300, even though earlier on the phone they told me they cant give no refunds at all. So were they lying? Very confused and irritated because so much money has been spent on this trip and thats besides the ticket prices. So at this point I feel like my money has been stolen and I am not being took seriously so I need someone to help before I have to pursue legal action with both companies.Date of Flight: 10/12/2022( yesterday)Date of purchase: 09/16/2022 Price of the 2 tickets altogether: $2,259.96 Confirmation number: ******* Flight DE2033

  • Initial Complaint

    Date:09/12/2022

    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 had two flights scheduled with Condor Airlines. I upgraded to premium seats for more flexility and services. On July 20th I called to let the airline know that my daughter and I had come down with COVID-19 and wouldn't be able to take the flight because of the disease. I was told my only option was to cancel or change my flight for a fee. They would not allow us to board the flight. Because of falling ill rescheduling our flight was not an option. I was told I should have purchased a nonrefundable ticket, which I thought I had done by purchasing a premium seat. I was told this multiple times. I went to the site and tried to book a refundable ticket and couldn't find any. I have my conversation recorded with the *** with Condor as well. The *** didn't believe me so he went to the site and he couldn't find a refundable ticket offered. Insurance is also not offered to protect your flight. Since the airline won't allow me to talk to management or offer any accommodation, I file a complaint with my credit card as a last resort. The dispute was initiated on August 1, 2022 and then received a threatening email from Condor demanding payment with in 5 days or they will pursue collection against me. I sent another email explaining the situation and only received confirmation of receipt of the email. The credit card company needs 60 days to investigate the dispute. I have asked to schedule a call or provided a number from the US but only receive vague emails confirming receipt of my email. Condor has lied about the services they provide and their rules of carriage don't give any detail on COVID19 sickness. I paid $3,000 for airline tickets that I wasn't able to use because of COVID19 sickness and I denied access to the flight and no option but to cancel and they keep my money.

  • Initial Complaint

    Date:08/26/2022

    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.
    Good Morning,I purchased a plane ticket through the condor website to fly from ********** to Paris, the day of my flight I arrived at the counter and the worker couldn't check me in, she said that there had been an issue with one of the airlines that condor uses and that I should contact condor to see what is going on so they can let me check in for my flight, I called customer service and nobody wanted to help me, they said that they shouldn't be responsible for it because it wasn't their mistake, that it was the other airline's issue. I purchased my ticket through condor, I gave them my money, and I don't understand why they are making other people responsible for it, whatever they have going on with other businesses is not my problem, I paid them for a service and they refused to give it to me. I even tried calling the other airline to see what the could do and they said that only condor could help me because the ticket was purchased through them. I spent 24 hours in the airport trying to get some help from them but they kept hanging up on me, it seems like it's a normal thing for their customer service team to just hang up maybe because they are in another country, I was traveling alone and I am pregnant, I was worried that all that stress and sleep deprivation was going to affect my baby. I've sent emails and never got a response, all I'm asking for is a refund for the service I paid and didn't get. Now I get an email from them with a bill saying I owe them $600 for "extra services" and that if I don't pay by the 30th their collection agency will take care of the issue. I'm appalled by this situation, not only they get away with not giving me a service and not giving me a refund, but now they send me a bill for $600 for "extra services". Please I need your help, I don't know who else to contact anymore, it seems like these foreign companies can do these things to ******** and get away with it. I thank you so much for your time and I hope to hear from you soon

  • Initial Complaint

    Date:08/09/2022

    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 booked a flight from ******* to ********* and back. The flight isnt for another 3 weeks and I discovered that there is a slight error in the name.I asked condor to change the name but they refuse to do it. The ticket price was **** total

Condor Flugdienst GmbH is NOT a BBB Accredited Business.

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