My wife often plays string quartets in Europe. The industry standard for “delicate musical instruments” such as violins, guitars and banjos is that they are allowed as carry on luggage. We booked a flight to Germany on Condor and, despite their written policy, two different agents refused to register my wife’s violin even though it was to be her only carry on in business class. A third agent said we would be refunded our ticket price minus the tax, so we booked on Lufthansa where we have never had a problem. We then got a refund for the tax but not the $7,500 ticket. We filed a complaint in a very timely fashion, but Condor kept delaying the processing until after our flight and then said our claim was denied because the flight had already taken place. It was a very unpleasant experience.
Posted by
Chicagoland
2468 posts
Sorry you are having such an expensive experience with Condor.
Unfortunately Condor requires advance notice of traveling with a musical instrument.
Items that are not suitable for transport in the cargo hold (e.g. delicate musical instruments) will only be accepted for carriage in the cabin if we have been notified in advance and have accepted them for carriage. In such a case, the carriage of this special baggage is subject to a charge.
Is it possible that you misunderstood the agent regarding the refund? Taxes would always be refundable if the passenger does not fly.
If you were promised a refund of the fare you should receive a refund. Here is the info to escalate your claim.
Did you purchase the tickets directly with Condor or through a travel agent?
Hopefully, you'll have a satisfactory resolution.
Posted by
Charleston & Birmingham
5380 posts
Given how small a violin is, Condor's refusal to accommodate you, even without the advance registration, is concerning. It's not a cello or trombone or french horn that would require an extra seat. I may be wrong, but it seems like a violin should fit into a US sized carryon.
Posted by
USA
621 posts
I always was able to put my violin in the overhead bin or gate check it when I used to travel with it in the USA.
Posted by
OP
Friday Harbor, WA
5 posts
The first reply appears to be from Condor. As I stated, I tried twice to register my wife's violin as I had read the Condor policy. It should have been routine, but the inadequately trained agents refused even after I asked to speak to a supervisor. The second agent just hung up on me. When I called to ask about cancellation, the third agent clearly stated that I would get a refund for everything except the tax. I am not one to forgo $7,500+. The refund was denied, and I was nor even offered credit for a future flight.
Posted by
Chicagoland
2468 posts
I can assure you I am in no way connected to Condor. I'm sorry you found my post unhelpful.
Wishing you the best.
Posted by
Bend, OR
2153 posts
Did you have travel insurance or have a credit card with trip interruption insurance you can file a claim with?
Posted by
Edmonds, WA 🌨 ☂
13684 posts
Condor has 3 'flavors' of Biz class tickets.
Biz Classic-- Rebook for a fee// No cancellation possible
Biz Green--Rebooking free of charge ( fare difference may apply) // Cancellation for a voucher
Biz Flex--Rebooking free of charge ( fare difference may apply) // Cancellation free of charge
Depending on which kind of ticket you had would dictate what you would be entitled to in the situation of you cancelling it.
Did you call 3 different times trying to arrange the violin transport, or talk to 3 different people in one call.
The get the fare back but not the tax proposal makes no sense. Seems a 'lost in translation' situation occurred.
A most unfortunate situation.
Hope the trip went well.
Posted by
North Carolina
573 posts
As professional musicians, you should raise a stink in your world. I bet people in a similar situation will immediately connect the horror stories about priceless instruments being destroyed by the callous airline staff and policies. Post your experience on social media, including Condors. They may have the fine print, but you can still shake things up these days by starting a 'campaign'. Really up to you, but the avenues are there if you want to invest the time and effort. You may not have your Erin Brockovich moment, but you would have tried. I, for one, have never flown Condor and now never will. I don't take kindly to artists getting screwed. I once took on Google regarding their original Pixel phone and 'won'. Good luck.
Posted by
Midwest
18 posts
alomaker - Your suggestion is certainly well-intentioned, but in point of fact, musicians have posting their airline horror stories on social media for years. There are many reports on news media as well. Some well-known names as well as lesser pros, students, and amateurs have been caught up in this. Often, lower cost carriers are implicated, but not always.
To my personal knowledge, the US musicians union has been involved in attempting resolutions for over 20 years. The difficulties continue.
OP - I have no doubts you followed the "letter of the law". The only work around I am aware of is this - far from ideal:
If denied boarding, take the violin out of the case. Hold it in your lap. If forced to place under the seat for take-off and landing, wrap in a sweater or build a "crib" around the instrument with clothing so it doesn't slide. The bow will "probably" be OK if gate checked in the case. I have known musicians who were forced to resort to this to get to a gig.
I have also been promised a refund that turned out it be taxes only due to the circumstances listed above. I had purchased the non-refund fare class. I sympathize. I hope, given the promises you received, that you can retrieve something.