Qatar airline ordered to repay €15,000 after last-minute flight cancellation chaos
A Qatar-based airline has been ordered to reimburse two passengers nearly €15,000 after their flight, booked with the airline, was cancelled on the day of departure. The Frankfurt am Main Regional Court ruled in the travellers' favour, finding that the airline failed to provide timely notification or adequate support. The decision was later upheld by the Higher Regional Court, ending a lengthy legal dispute.
The plaintiffs originally booked a flight with the airline, but it was cancelled on the day of departure. Due to internet restrictions in Iran, they were not informed in advance. Confused by unclear emails and instructions to contact the airline, they reached out to the call centre for help.
A call centre employee told them no replacement flights were available. The passengers then booked alternative tickets themselves, costing almost €15,000. When they sought reimbursement, the airline refused, claiming it had offered another flight.
The Frankfurt Regional Court sided with the plaintiffs in May 2024. It found the airline's communication ambiguous and the witness testimony about the call centre conversation credible, despite some gaps in memory. The airline appealed but later withdrew after the Higher Regional Court indicated the case had little chance of success.
By February 2026, the ruling had not led to broader changes in EU passenger compensation claims. Courts in other countries, such as the Netherlands and Spain, continued following existing EU precedents rather than adopting the German decision. Aviation law experts noted that uniform interpretation of Regulation 261/2004 remained the priority across the EU.
The airline must now repay the full cost of the alternative flights. The final judgment confirms that passengers are entitled to clear communication and support when disruptions occur. While the case sets a precedent in Germany, its impact elsewhere in the EU remains limited.
