{"id":1976,"date":"2023-02-09T17:03:41","date_gmt":"2023-02-09T16:03:41","guid":{"rendered":"https:\/\/stenger.legal\/?p=1976"},"modified":"2023-02-09T17:03:41","modified_gmt":"2023-02-09T16:03:41","slug":"email-address-on-your-website-a-required-contact-channel-for-pax-or-just-an-additional-add-on","status":"publish","type":"post","link":"https:\/\/stenger.legal\/en\/email-address-on-your-website-a-required-contact-channel-for-pax-or-just-an-additional-add-on\/","title":{"rendered":"Email address on your website: a required contact channel for pax or just an additional add on?"},"content":{"rendered":"<div id='av_section_1'  class='avia-section av-k0maauhv-722d794a503aa9e6eb7a4cdae65264d0 alternate_color avia-section-large avia-no-border-styling  avia-builder-el-0  el_before_av_section  avia-builder-el-first  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><main  role=\"main\" itemprop=\"mainContentOfPage\"  class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-1976'><div class='entry-content-wrapper clearfix'>\n<div class='flex_column_table av-k0macqdy-22b5bde472144ce07ad1bd648fc1f15e sc-av_one_full av-equal-height-column-flextable'>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-k0macqdy-22b5bde472144ce07ad1bd648fc1f15e\">\n.flex_column.av-k0macqdy-22b5bde472144ce07ad1bd648fc1f15e{\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-k0macqdy-22b5bde472144ce07ad1bd648fc1f15e av_one_full  avia-builder-el-1  avia-builder-el-no-sibling  first flex_column_table_cell av-equal-height-column av-align-bottom av-animated-generic fade-in av-zero-column-padding '     ><p><section  class='av_textblock_section av-akjvjb-8cf54157fdaed6af9f110ba0b2977a4c'  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><b>Aviation Law<\/b><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-kwc3w1d3-3c982ec20621458612f18c80c9eaae53\">\n#top .av-special-heading.av-kwc3w1d3-3c982ec20621458612f18c80c9eaae53{\npadding-bottom:10px;\n}\nbody .av-special-heading.av-kwc3w1d3-3c982ec20621458612f18c80c9eaae53 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-kwc3w1d3-3c982ec20621458612f18c80c9eaae53 .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-kwc3w1d3-3c982ec20621458612f18c80c9eaae53 av-special-heading-h1 blockquote modern-quote  avia-builder-el-3  el_after_av_textblock  avia-builder-el-last  av-linked-heading'><h1 class='av-special-heading-tag'  itemprop=\"headline\"  >Email address on your website: a required contact channel for pax or just an additional add on?<\/h1><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><\/p><\/div><\/div><!--close column table wrapper. Autoclose: 1 --><\/div><\/div><\/main><!-- close content main element --><\/div><\/div><div id='av_section_2'  class='avia-section av-1trcuv-ebc1ccef8da3744187d350f1b5df0597 main_color avia-section-large avia-no-border-styling  avia-builder-el-4  el_after_av_section  el_before_av_section  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-1976'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-dhmgdj-0d223fc6d5835d8321527e1f634715f3\">\n.flex_column.av-dhmgdj-0d223fc6d5835d8321527e1f634715f3{\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-dhmgdj-0d223fc6d5835d8321527e1f634715f3 av_one_fifth  avia-builder-el-5  el_before_av_three_fifth  avia-builder-el-first  first flex_column_div av-zero-column-padding '     ><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-dhmgdj-ef72db35ea45d20b877cea27bb4b41b4\">\n.flex_column.av-dhmgdj-ef72db35ea45d20b877cea27bb4b41b4{\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-dhmgdj-ef72db35ea45d20b877cea27bb4b41b4 av_three_fifth  avia-builder-el-6  el_after_av_one_fifth  el_before_av_one_fifth  flex_column_div av-zero-column-padding '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-kl15mkxp-fe696a0c6516240af27e9cb90224acf0\">\n.avia-image-container.av-kl15mkxp-fe696a0c6516240af27e9cb90224acf0 img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-kl15mkxp-fe696a0c6516240af27e9cb90224acf0 .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-kl15mkxp-fe696a0c6516240af27e9cb90224acf0 av-styling-no-styling avia-align-center  avia-builder-el-7  avia-builder-el-no-sibling '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" class='wp-image-1968 avia-img-lazy-loading-not-1968 avia_image ' src=\"https:\/\/stenger.legal\/wp-content\/uploads\/2022\/12\/rsz_900x450-michal-biernat-h0xeuqxzu38-unsplash.jpg\" alt='' title='rsz_900x450-michal-biernat-h0xeuqxzu38-unsplash'  height=\"450\" width=\"900\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/stenger.legal\/wp-content\/uploads\/2022\/12\/rsz_900x450-michal-biernat-h0xeuqxzu38-unsplash.jpg 900w, https:\/\/stenger.legal\/wp-content\/uploads\/2022\/12\/rsz_900x450-michal-biernat-h0xeuqxzu38-unsplash-300x150.jpg 300w, https:\/\/stenger.legal\/wp-content\/uploads\/2022\/12\/rsz_900x450-michal-biernat-h0xeuqxzu38-unsplash-768x384.jpg 768w, https:\/\/stenger.legal\/wp-content\/uploads\/2022\/12\/rsz_900x450-michal-biernat-h0xeuqxzu38-unsplash-360x180.jpg 360w, https:\/\/stenger.legal\/wp-content\/uploads\/2022\/12\/rsz_900x450-michal-biernat-h0xeuqxzu38-unsplash-705x353.jpg 705w\" sizes=\"(max-width: 900px) 100vw, 900px\" \/><\/div><\/div><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-dhmgdj-ef72db35ea45d20b877cea27bb4b41b4\">\n.flex_column.av-dhmgdj-ef72db35ea45d20b877cea27bb4b41b4{\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-dhmgdj-ef72db35ea45d20b877cea27bb4b41b4 av_one_fifth  avia-builder-el-8  el_after_av_three_fifth  el_before_av_one_fourth  flex_column_div av-zero-column-padding '     ><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-dhmgdj-0d223fc6d5835d8321527e1f634715f3\">\n.flex_column.av-dhmgdj-0d223fc6d5835d8321527e1f634715f3{\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-dhmgdj-0d223fc6d5835d8321527e1f634715f3 av_one_fourth  avia-builder-el-9  el_after_av_one_fifth  el_before_av_one_half  first flex_column_div av-zero-column-padding column-top-margin'     ><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-c66f6f-a2fdf59e8bd97eb8c5f963f91b9389a2\">\n.flex_column.av-c66f6f-a2fdf59e8bd97eb8c5f963f91b9389a2{\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-c66f6f-a2fdf59e8bd97eb8c5f963f91b9389a2 av_one_half  avia-builder-el-10  el_after_av_one_fourth  el_before_av_one_fourth  flex_column_div av-zero-column-padding column-top-margin'     ><p><section  class='av_textblock_section av-akjvjb-9a67cbee959070504d9c8d524ebfa215'  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><strong>December 14th, 2022<\/strong><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-akjvjb-016aa196165552e0928304a3d9d78532\">\n#top .av_textblock_section.av-akjvjb-016aa196165552e0928304a3d9d78532 .avia_textblock{\nfont-size:24px;\n}\n<\/style>\n<section  class='av_textblock_section av-akjvjb-016aa196165552e0928304a3d9d78532'  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><span class=\"s4\">In the aftermath of flight disruptions, the question often arises as to how any resulting claims can be asserted against the operating air carrier. For this purpose, airlines prefer to use so-called claim forms. However, if passengers are restricted to the use of these contact forms, this constitutes a violation of EU law that can be addressed with a warning\u2026<\/span><\/p>\n<\/div><\/section><br \/>\n<section  class='av_textblock_section av-akjvjb-9a67cbee959070504d9c8d524ebfa215'  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p>After flight disruptions increased in summer 2022 due to a wide variety of reasons causing many passengers to claim for e.g. reimbursement of ticket costs and compensation due to cancelled or delayed flights, the question of the airlines&#8217; contact channels arises with regard to lodging claims.<\/p>\n<p>It is common standard in the airline industry to work primarily with so-called claim forms on the website. This format of contact enables the airline to streamline the requested information necessary for examining the claim, thus avoiding the airlines&#8217; agents &#8211; in search for this information &#8211; to work their way through pages and pages of continuous text. From the airlines&#8217; perspective there is a legitimate interest in limiting the contact to the claim forms if possible. Last but not least, this can also result in faster and efficient processing of claims.<\/p>\n<p>However, airlines should be aware that by providing such a claim form as only point of contact for filing a claim this violates European law. Art. 5 Directive 2000\/31\/EC (so-called E-Commerce Directive) states that information enabling rapid contact and direct and efficient communication, including the electronic mail address, must be made easily, directly and permanently available. In Germany this requirement has been implemented in Sec. 5 para. 1 no. 2 of the German Telemedia Act (TMG).<\/p>\n<p>Courts have already ruled several times that surrogates, such as a telephone or fax number or even an online contact form, do not replace the provision of an e-mail address as a means of contact. This form of communication is in fact binding for the online provider of goods and services.<\/p>\n<p>Most recently, at the request of the North Rhine-Westphalia Consumer Advice Centre, the D\u00fcsseldorf Regional Court issued an interim injunction against Brussels Airlines, prohibiting it from offering business telemedia (e.g. online flight bookings) to consumers in Germany via the website www.brusselsairlines.com\/de\/de\/homepage without keeping an e-mail address for rapid electronic contact easily recognisable, directly accessible and permanently available. For each case of infringement, a fine of up to EUR 250,000.00 or, alternatively, imprisonment has been threatened (cf. LG D\u00fcsseldorf, order of 17.08.2022 &#8211; 12 O 219\/22).<\/p>\n<p>Due to multiple complaints from passengers, it is to be expected that German consumer advice centres, in particular, will pay increased attention to compliance with the obligation to provide an email address and issue warnings for violations in the future. It must therefore be ensured that an email address for contacting is easily, directly and permanently available on the website. Should you have any questions on the design or the position of such email address on your website, please do not hesitate to contact us.<\/p>\n<\/div><\/section><\/p><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-78sj7b-5981ae9f9ed2ce3ea05800ac98725130\">\n.flex_column.av-78sj7b-5981ae9f9ed2ce3ea05800ac98725130{\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-78sj7b-5981ae9f9ed2ce3ea05800ac98725130 av_one_fourth  avia-builder-el-14  el_after_av_one_half  el_before_av_one_fourth  flex_column_div av-zero-column-padding column-top-margin'     ><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-9ta813-a13773d2aa4a207de6e8e138ad612cd0\">\n.flex_column.av-9ta813-a13773d2aa4a207de6e8e138ad612cd0{\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-9ta813-a13773d2aa4a207de6e8e138ad612cd0 av_one_fourth  avia-builder-el-15  el_after_av_one_fourth  el_before_av_one_half  first flex_column_div av-zero-column-padding column-top-margin'     ><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-78sj7b-2e39a560bd34f524fc60c2ead3279e1d\">\n.flex_column.av-78sj7b-2e39a560bd34f524fc60c2ead3279e1d{\nborder-width:1px;\nborder-color:#999999;\nborder-style:solid;\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\nborder-radius:0px 0px 0px 0px;\npadding:30px 30px 30px 30px;\n}\n<\/style>\n<div class='flex_column av-78sj7b-2e39a560bd34f524fc60c2ead3279e1d av_one_half  avia-builder-el-16  el_after_av_one_fourth  el_before_av_one_fourth  flex_column_div column-top-margin'     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-akjvjb-51591387e83731d1925cc16d844af254\">\n#top .av_textblock_section.av-akjvjb-51591387e83731d1925cc16d844af254 .avia_textblock{\nfont-size:14px;\ncolor:#999999;\n}\n<\/style>\n<section  class='av_textblock_section av-akjvjb-51591387e83731d1925cc16d844af254'  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h5>Sources<\/h5>\n<p>LG D\u00fcsseldorf, 17.08.2022, file 12 O 219\/22<\/p>\n<\/div><\/section><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-78sj7b-5981ae9f9ed2ce3ea05800ac98725130\">\n.flex_column.av-78sj7b-5981ae9f9ed2ce3ea05800ac98725130{\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-78sj7b-5981ae9f9ed2ce3ea05800ac98725130 av_one_fourth  avia-builder-el-18  el_after_av_one_half  avia-builder-el-last  flex_column_div av-zero-column-padding column-top-margin'     ><\/div><\/div><\/div><\/div><!-- close content main div --><\/div><\/div><div id='av_section_3'  class='avia-section av-k0maauhv-722d794a503aa9e6eb7a4cdae65264d0 alternate_color avia-section-large avia-no-border-styling  avia-builder-el-19  el_after_av_section  avia-builder-el-last  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-1976'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-78sj7b-426ec5ad7a5b58e7b539ea529b8dc52e\">\n.flex_column.av-78sj7b-426ec5ad7a5b58e7b539ea529b8dc52e{\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-78sj7b-426ec5ad7a5b58e7b539ea529b8dc52e av_one_full  avia-builder-el-20  el_before_av_one_fourth  avia-builder-el-first  first flex_column_div av-zero-column-padding '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-akjvjb-cf33c09b9b9823b32c04912959e6c352\">\n#top .av_textblock_section.av-akjvjb-cf33c09b9b9823b32c04912959e6c352 .avia_textblock{\nfont-size:24px;\n}\n<\/style>\n<section  class='av_textblock_section av-akjvjb-cf33c09b9b9823b32c04912959e6c352'  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 style=\"text-align: center;\">How can we assist you?<\/h2>\n<\/div><\/section><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-78sj7b-426ec5ad7a5b58e7b539ea529b8dc52e\">\n.flex_column.av-78sj7b-426ec5ad7a5b58e7b539ea529b8dc52e{\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-78sj7b-426ec5ad7a5b58e7b539ea529b8dc52e av_one_fourth  avia-builder-el-22  el_after_av_one_full  el_before_av_one_half  first flex_column_div av-zero-column-padding column-top-margin'     ><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-6khu07-f717ddc046eef236834079e21720ef46\">\n.flex_column.av-6khu07-f717ddc046eef236834079e21720ef46{\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-6khu07-f717ddc046eef236834079e21720ef46 av_one_half  avia-builder-el-23  el_after_av_one_fourth  el_before_av_one_fourth  flex_column_div av-zero-column-padding column-top-margin'     ><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" 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><\/div>\n<\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":6,"featured_media":1968,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[62],"tags":[],"class_list":["post-1976","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-aviation-law"],"acf":[],"_links":{"self":[{"href":"https:\/\/stenger.legal\/en\/wp-json\/wp\/v2\/posts\/1976","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/stenger.legal\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/stenger.legal\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/stenger.legal\/en\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/stenger.legal\/en\/wp-json\/wp\/v2\/comments?post=1976"}],"version-history":[{"count":2,"href":"https:\/\/stenger.legal\/en\/wp-json\/wp\/v2\/posts\/1976\/revisions"}],"predecessor-version":[{"id":2077,"href":"https:\/\/stenger.legal\/en\/wp-json\/wp\/v2\/posts\/1976\/revisions\/2077"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/stenger.legal\/en\/wp-json\/wp\/v2\/media\/1968"}],"wp:attachment":[{"href":"https:\/\/stenger.legal\/en\/wp-json\/wp\/v2\/media?parent=1976"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/stenger.legal\/en\/wp-json\/wp\/v2\/categories?post=1976"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/stenger.legal\/en\/wp-json\/wp\/v2\/tags?post=1976"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}