Flight Compensation Claims - Beware Of 'Assistance' Offered in Frankfurt (FRA) Airport

SouthernGeo

Lufthansa flight (FRA to JNB) was cancelled whilst we were on runway, so it was back to airport and an overnight stay in Frankfurt arranged by Lufthansa. Taxi and hotel accommodation was well handled by Lufthansa.
Next morning on arrival, after passport control / security arrived at Gate awaiting new boarding. There were personnel, airside in the airport, at the Lufthansa departure gate handing out paper forms and helping passengers fill them out. I thought this was a good set up, many of the non-EU passengers do not know of flight compensation.
I picked up a form but saw that despite appearances this was not being arranged by Lufthansa but is run by a separate company called 'flightcomp'
flightcomp are set up at the gate and will collect the details of passengers and submit the claims. It is only the small print at the bottom of the form that details what this cost is.
€250 compensation claim - their fee is €98 you receive €152
€400 compensation claim - their fee is €165 you receive €235
€600 compensation claim - their fee is €248 you receive €352

The same process can be done for no cost on Lufthansa's website.
The fact that Lufthansa did not discuss entitlement of a compensation claim, and allows this company to operate at its departure gates is appalling.

Grumpy_chap

SouthernGeo said:

Lufthansa flight (FRA to JNB) was cancelled whilst we were on runway, so it was back to airport and an overnight stay in Frankfurt arranged by Lufthansa. Taxi and hotel accommodation was well handled by Lufthansa.
Next morning on arrival, after passport control / security arrived at Gate awaiting new boarding. There were personnel, airside in the airport, at the Lufthansa departure gate handing out paper forms and helping passengers fill them out. I thought this was a good set up, many of the non-EU passengers do not know of flight compensation.
I picked up a form but saw that despite appearances this was not being arranged by Lufthansa but is run by a separate company called 'flightcomp'
flightcomp are set up at the gate and will collect the details of passengers and submit the claims. It is only the small print at the bottom of the form that details what this cost is.
€250 compensation claim - their fee is €98 you receive €152
€400 compensation claim - their fee is €165 you receive €235
€600 compensation claim - their fee is €248 you receive €352

The same process can be done for no cost on Lufthansa's website.
The fact that Lufthansa did not discuss entitlement of a compensation claim, and allows this company to operate at its departure gates is appalling.

Is it Lufthansa that allow this third party or operate at / near the gate, or is it the airport authority that allows the third party to operate?

As you suggest there were many non-EU passengers who did not know of flight compensation, then the third party claims company is still beneficial.  The passenger who does not know about flight delay compensation will not submit a claim and receives nothing.  If the third party company provides assistance / awareness, then the individual still receives 60% of the compensation which is better than nought percent.

Westin

I suggest you take the opportunity to feedback to Frankfurt Airport, just in case they are not aware that this company is taking these actions.

https://www.frankfurt-airport.com/en/contacts/general-contacts/contacts.html

Grumpy_chap

Westin said:

feedback to Frankfurt Airport, just in case they are not aware 

The OP indicates that this company was operating AIR SIDE.  Access is controlled and the airport authorities will be well aware.  This is not like hovering around in a hotel lobby or even the entry route from taxi drop off to check in.

bagand96

Grumpy_chap said:

Westin said:

feedback to Frankfurt Airport, just in case they are not aware 

The OP indicates that this company was operating AIR SIDE.  Access is controlled and the airport authorities will be well aware.  This is not like hovering around in a hotel lobby or even the entry route from taxi drop off to check in.

Condor flight tomorrow morning Frankfurt - Corfu €65.  Book that, online check in, obtain boarding pass, hey presto you're airside in Terminal 1 and free to go "assisting" delayed passengers.  Unlikely yes, but not beyond the wit of  ambulance chasing legal companies.  Or a few airport staff in existing jobs running a side hussle for commission.

FWIW I agree more likely is sanctioned by Frankfurt Airport as it'd be very risky to be doing it without permission, but not impossible.

SouthernGeo said:

The same process can be done for no cost on Lufthansa's website.
The fact that Lufthansa did not discuss entitlement of a compensation claim, and allows this company to operate at its departure gates is appalling.

Lufthansa do not own or operate Frankfurt Airport.  Unlikely they'll have any say in the matter although are probably equally as unhappy as you are.

It's no different than the many claims firms you'll see on a Google search for flight delay compensation.  All take a big cut of the compensation for doing what often can be done easily yourself.  And some of them also can be very opaque in what you're agreeing to when you fill out their web forms.

Westin

Grumpy_chap said:

Westin said:

feedback to Frankfurt Airport, just in case they are not aware 

The OP indicates that this company was operating AIR SIDE.  Access is controlled and the airport authorities will be well aware.  This is not like hovering around in a hotel lobby or even the entry route from taxi drop off to check in.

I’m aware that the approach was airside. I read his post. My point is, if unhappy with this style of approach at the gate, best to give feedback to the airport authority.  I’m doubt that FRA read MSE forum pages.