Check-in takes too long – flight leaves: When travel agencies have to pay

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The vacation was just about to begin. But instead of excitement, there was stress, waiting, and ultimately a rude awakening even before takeoff: the flight had been canceled. Not because the travelers arrived at the airport late, but because check-in took too long. It is precisely this point that has now become crucial.

As reported by the website airliners.de, the Higher Regional Court of Celle has now made it clear: If travelers miss their flight due to excessively long wait times at check-in, the tour operator may be held liable. This is important news for vacationers.

There two hours early—and still didn't stand a chance

In the case in question, two passengers arrived at the airport about two hours before their scheduled departure. The flight was set to depart at 6:55 a.m. At first glance, that seems reasonable. Many would say: If you miss your flight at that time, you must have done something wrong. But the court apparently saw things differently.

About 150 passengers were waiting at two check-in counters. Two flights were processed there, both of which took off in quick succession. According to the passengers, check-in took about an hour. Things didn’t move any faster after that: they lost another 50 minutes or so at the security checkpoint.

By the time they finally arrived at the gate, it was already closed. They had arrived just a few minutes too late. What was particularly frustrating was that the airline refused to rebook them on a later flight. The trip was thus effectively ruined, even though, according to the travelers, they had arrived at the airport on time.

The court sees this not merely as bad luck, but as a clear defect

The Higher Regional Court of Celle ruled that the situation constituted a defect in the trip. The reasoning behind this is simple: anyone who sells a package tour is responsible not only for the individual components, but for the trip as a whole functioning properly. This includes ensuring that the procedures surrounding the flight do not completely fall apart.

There is another important point to consider here. The court made it clear that travelers cannot be expected to push their way to the front by shoving past others. That, precisely, is socially unacceptable. This statement is noteworthy because companies often act as if one simply should have been more assertive in such situations. But an airport is not a competition to see who can elbow their way to the front.

The EU Air Passenger Rights Regulation also played a role. According to the regulation, the check-in process cannot simply go on indefinitely. This reinforces travelers’ view that “check-in taking too long” is not just an annoying detail, but the core of the problem.

Why this case is significant beyond this specific instance

A final ruling has not yet been issued because the travelers still need to back up their claims with witness testimony. Nevertheless, the court has already suggested a settlement: approximately 6,200 euros. The settlement could include reimbursement of the trip cost and even compensation for lost vacation time.

This case is so controversial because it follows a common pattern. In the travel industry, all-inclusive packages are often sold. But when things go wrong, suddenly no one seems to take responsibility. It is precisely this attitude that is being called into question here.

The crux of the matter is clear: companies that sell travel as a complete package cannot hide behind counters, lines, and bureaucratic red tape when things go wrong. “Check-in takes too long” may sound trivial at first. In reality, however, this situation highlights just how hollow the promise of a worry-free vacation often is as soon as things start to go wrong.

Source: airliners.de