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Flugpassagiere in den USA haben jetzt verbesserte Rechte bei Verspätungen und Ausfällen. Foto: Zacharie Scheurer/dpa-tmn
Neue Regeln in Kraft Mehr Rechte für Flugreisende in den USA Ein Reisemagazin nennt es einen «Big Deal»: In den Vereinigten Staaten haben Passagiere nun ein Recht auf automatische Erstattungen. Wann hilft das deutschen USA-Urlaubern? Flugreisende in den USA haben bei Problemen nun mehr Rechte gegenüber den Airlines. Es sind neue Regeln in Kraft getreten, durch die Passagiere etwa bei Verspätungen und Ausfällen besser gestellt sind als bisher. Was dahintersteckt und wann deutsche Reisende davon profitieren können.
Worum geht es? Bislang sah es so aus: Für den Fall erheblicher Verspätungen oder Stornierungen konnten Airlines in den USA eigene Standards festlegen, wann sie den Flugpreis erstatten, oder wann sie zum Beispiel nur Umbuchungsangebote machen oder anderweitige Entschädigungen anbieten, etwa Fluggutscheine. Jede Fluggesellschaft handhabte das anders, die Regelungen war oft wenig verbraucherfreundlich.
Diese Geschäftspraxis sei unfair, schrieb das US-Verkehrsministerium im April, als es über den Erlass der neuen Regelung berichtete, die am 28. Oktober verbindlich in Kraft getreten ist. Sie gilt für Flüge in die, aus den und innerhalb der Vereinigten Staaten, und zwar sowohl für US-Airlines als auch für ausländische Fluggesellschaften.
«Passagiere verdienen es, ihr Geld zurückzubekommen, wenn eine Fluggesellschaft ihnen etwas schuldet – ohne Kopfschmerzen oder Verhandlungen», schrieb Verkehrsminister Pete Buttigieg am Tag des Inkrafttretens Ende Oktober beim Nachrichtendienst X.
Was ist nun konkret neu? Fluggäste haben bei Stornierungen und erheblichen Verspätungen ab jetzt die Wahl: Sie können ein mögliches Umbuchungsangebot der Airline oder eine alternative Entschädigung in Gutscheinform annehmen – oder auf die Rückzahlung des Ticketpreises pochen. Und zwar unabhängig davon, ob die Ursache im Einflussbereich der Airline lag oder nicht, zum Beispiel bei Flugausfällen infolge eines Hurrikans.
Als erheblich verspätet gilt laut der Regelung bei US-Inlandsflügen eine absehbare Abflugs- oder Ankunftsverspätung von mindestens drei Stunden, bei internationalen Flügen von mindestens sechs Stunden.
Das sei ein «Big Deal» für die Passagierrechte, schrieb das Reisemagazin «Condé Nast Traveler» (online). Davor sei es Airlines in den USA selbst überlassen gewesen, wann sie eine Verspätung für lang genug hielten, um Tickets zu erstatten. Was hieß, dass es oft keine gab, so der Bericht.
Neue Regelungen ermöglichen Rückerstattungen oder Umbuchungen für Flüge in, aus oder innerhalb der USA, unabhängig von der Ursache. Sebastian Gollnow/dpa/dpa-tmn
Previous Next Die Ansprüche auf die Rückerstattung hat man außerdem auch bei folgenden erheblichen Änderungen zur ursprünglichen Buchung:
wenn der Flug von einem anderen Flughafen startet oder landet wenn sich die Zahl der Umstiege erhöht wenn man in eine schlechtere Flugklasse umgebucht wird wenn man als Mensch mit Behinderung auf eine Maschine umgebucht wird, die weniger barrierefrei ist als die eigentlich gebuchte Maschine In dem Zusammenhang wichtig: Auch wenn man in all solchen Fällen gar nicht auf ein mögliches alternatives Angebot der Airline reagiert, muss diese laut der neuen Regelung den Ticketpreis erstatten. Darum schrieb Buttigieg auch von der «automatic refund rule», also der Regel zur automatischen Rückerstattung.
Als Zeitfenster für die Rückzahlung gilt: Bei Tickets, die mit Kreditkarte bezahlt wurden, muss die Airline das Geld binnen sieben Werktagen zurück auf dem Konto des Passagiers überweisen. Wurde bar oder auf andere Weise gezahlt, sind es 20 Werktage.
Gibt es weitere Neuerungen? Die Airlines müssen nun auch Gepäckgebühren erstatten, wenn aufgegebene Koffer erheblich verspätet ankommen. Als Frist gilt hier bei inländischen Flügen: Der Koffer trifft mehr als zwölf Stunden nach Ankunft ein. Bei internationalen Flügen sind es, abhängig von der Flugdistanz, 15 oder 30 Stunden.
Auch bezahlte Dienstleistungen – Platzreservierungen zum Beispiel – müssen Airlines laut US-Recht ab jetzt erstatten, wenn die Fluggäste sie nicht nutzen konnten.
Teil der neuen Regelung ist zudem, dass Passagiere, die aufgrund einer ansteckenden Erkrankung auf ärztlichen Rat oder wegen behördlicher Restriktionen nicht reisen können, Anspruch auf einen Reisegutschein im Wert des Tickets haben. Dieser Gutschein muss der Regelung zufolge mindestens fünf Jahre gültig sein.
Wie ordnet ein Rechtsexperte die Änderungen ein? Es ist eine Verbesserung, doch gegenüber den europäischen Passagierrechten, die im internationalen Vergleich ziemlich verbraucherfreundlich sind, hinken die USA auch mit den neuen Regelungen weiter hinterher.
Einen pauschalen Schadenersatz bei Verspätungen von mehr als drei Stunden oder kurzfristigen Flugabsagen, wie ihn die in der EU geltende Fluggastrechte-Verordnung unter gewissen Umständen ergänzend zu den anderen Ansprüchen vorsieht, gibt es in den USA nicht. «Es fällt auf, dass diese Ausgleichszahlungen dort kein Thema sind», sagt der Reiserechtler Paul Degott aus Hannover.
Es gebe auch keine Regelung für anfallende Zusatzkosten, wenn der Fluggast wegen der Flugunregelmäßigkeit zunächst auf eigene Kosten eine Ersatzbeförderung bucht, so Degott. Das seien Kosten, die in der EU laut der hier geltenden Verordnung zusätzlich zu den Ausgleichsansprüchen geltend gemacht werden könnten.
Mit Blick auf die USA: Falls sich eine Airline etwa einer Rückzahlung auf Basis der neuen Regelung verweigert, kann es laut Degott kompliziert werden. Im Zweifel müsste man dann vor ein US-Gericht gehen oder beim Verkehrsministerium Beschwerde einreichen. «Was das für eine Verwaltungsprozedur verursacht, lässt sich nicht abschätzen.»
Sein Fazit: Profitieren von den Neuerungen können vor allem Flugpassagiere, deren Flüge nicht von der EU-Fluggastrechte-Verordnung abgedeckt sind, etwa auf US-Inlandsverbindungen.
Wer hingegen mit einer Verbindung geflogen ist, bei der die EU-Rechte zum Tragen kommen können, versucht bei Flugproblemen lieber auf diesem Weg sein Glück.
Wann genau greifen die EU-Fluggastrechte? Startet der Flug von einem Flughafen in der Europäischen Union - zum Beispiel in Richtung USA -, greifen die EU-Passagierrechte. Bei Flügen aus den USA aber oder anderen Nicht-EU-Staaten in die EU kann man sich nur dann auf sie berufen, wenn die Airline ihren Sitz in der EU hat. Für US-Airlines zum Beispiel greifen sie in diesem Fall nicht. Das wäre auch eine Konstellation, wo man von den neuen US-Regelungen profitieren könnte.
Wo sind Passagiere in den USA noch schlechter gestellt als in der EU? Bei den Betreuungsleistungen zum Beispiel. In der EU gilt: Stranden Passagiere wegen Flugausfällen oder Verspätungen, müssen die Airlines Betreuungsleistungen erbringen – also Essensgutscheine bereitstellen oder für Hotelübernachtungen zahlen. Das gilt auch, wenn sie keine Schuld an den Problemen trifft. Zum Beispiel, weil durch Extremwetter keine Abflüge möglich waren.
In den USA ist das anders. Bei Verspätungs- und Stornierungsursachen, die nicht im Einflussbereich der Airlines liegen, sind Betreuungsleistungen weiter nicht verpflichtend – das liegt im Kulanzbereich der Airline. Bei von den Airlines selbst verursachten Verspätungen sieht es schon besser aus: Hier hat sich der größte Teil der US-Fluggesellschaften, unter anderem United, Delta und American, bereits verpflichtet , wenn nötig auch für Hotelübernachtungen aufzukommen.
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