Customer Service

As we languished in the Portland airport – it was nearly 1 am – awaiting word on if and when we were going to get to Frankfurt, I struck up a conversation with a woman who said that because of this hideous delay there was no way she’d make it on time to her friend’s wedding in Greece. She seemed remarkably calm about it, just shrugged her shoulders and said what are you going to do? To one degree or another everyone’s plans were upset by the delay. One couple, headed for a week of scuba diving somewhere in Europe, said that if they missed the first boat (and it seemed like they would) their entire trip would be a bust. Our personal plight would be no worse than arriving a day late in Toulouse. We’d only be out about $160 since the hotel there wouldn’t refund us anything owing to the late cancellation. Before we left the airport to Uber to our hotel I exchanged digits with the woman I was talking with, both of us promising to text the other if we heard something definitive from the airline before morning. Before we left, she mentioned it might be worth our time to contact Condor to appeal for a refund for the $160. Yeah, I thought, maybe. Fast forward three weeks. We’re back home in Alaska. I’m at my computer browsing through photos when I recall what she’d said. What the hell, $160 is not nothing, may as well give it a try, although I had low expectations. A week passes, nothing. Then a couple days later I get a confirmation, customer support had received my claim and will consider it. Sure, okay, whatever. Two more weeks pass, I grow ever more dubious we’ll get anything more than sympathy. Then another email arrives (emphasis mine)

Dear Mr. Nibbe,

Thank you for choosing Condor Airlines.

We know our customers expect their flights to operate as scheduled and we make every effort to do so. We consider any delay to be a serious matter and constantly work to improve our record, but we will not compromise on safety. Flight DE2033 on October, 2018 did not operate as scheduled. We fully understand the inconvenience this has caused and empathize with your situation.

In order to compensate you, we reimburse the amount of USD 1410,00. The legal basis is given by EC-VO 261/2004. Our check will be send separately to you within the following days.

We look forward to welcoming you onboard future Condor flights and to have the opportunity to provide you with the flight and service Condor prides itself on.

Wait, what? $1410.00! The check is in the mail. I was gobsmacked.

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