Your rights as a passenger
If a flight is delayed, cancelled or overbooked, passengers need help to ensure that the inconvenience they suffer is kept to a minimum. And if passengers have reduced mobility as well, they will often need further assistance for their flight. To provide this assistance, the Member States of the European Union (EU) have agreed rules on the rights of passengers and set up official complaint handling and enforcement bodies.
In Germany the Federal Office of Civil Aviation is the official complaint handling and enforcement body for the rights of passengers in the event of cancellation, delay and denied boarding under Regulation (EC) No 261/2004 and Regulation (EC) No 1107/2006 which regulates the rights of disabled persons and persons with reduced mobility when travelling by air.
In addition, the Federal Office of Civil Aviation oversees compliance with the provisions of Regulation (EC) No 1008/2008 which requires not only the final price of an air ticket but also all taxes, airport charges and other charges, surcharges and fees to be shown separately. It aims to prevent contraventions of these regulations from being repeated in the future.
IAs part of this remit, the Federal Office of Civil Aviation is the authority to which notifications of contraventions against the above regulations are submitted and which takes action against companies which have been shown to have contravened them. It is not responsible for pursuing civil claims such as adjustment payments or refunds or other compensation for damages. Such claims must be pursued by the passenger him or herself.
(Source: Federal Office of Civil Aviation)