Verified: 21 March 2026 01:20 am CET
Industry: Airport Operations & Infrastructure
Jurisdiction: Germany
Primary Regulator: General Consumer Protection Law / Hessian Ministry of Economics, Energy, Transport and Housing (for general airport operating licenses).
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Fraport staff will never ask for your account password, or demand you pay a “lost luggage recovery fee” or “parking penalty” via prepaid gift cards or a WhatsApp payment link.
Level 1: Customer Support (Kundenservice)
- How to complain: Do not use the general info line for serious disputes. You must route your complaint to the correct department, otherwise it will be endlessly forwarded.
- For General Terminal Complaints (Cleanliness, Facilities, Staff): Email feedback@fraport.de.
- For Parking Disputes (Overcharges, Broken Barriers, Cancellations): Email parken.online@fraport.de.
- (Crucial Note: For flight delays/cancellations, contact your airline. For rude security screening staff, contact the German Federal Police / Bundespolizei).
- Source Verification: Contacts and Feedback - Fraport
- Availability: The central information hotline (0180 6 372 4636) operates Monday to Friday from 08:00 to 16:15 (CET), but digital feedback channels are monitored continuously.
- Source Verification: Contacts and Feedback - Fraport
- Timeline: Fraport aims to respond to standard inquiries within a few business days depending on the specific department’s backlog.
Level 2: Formal Written Complaint & Mahnung
- Who to contact: Formally escalate your financial dispute (e.g., unjustified parking fees, damage to your car in a Fraport garage, or terminal injury liability claims) by sending a registered letter with return receipt (Einschreiben mit Rückschein) to their legally registered headquarters. Address it to the Management Board, Fraport AG, 60547 Frankfurt am Main, Germany. (Note: The airport is so large it has its own dedicated postal code; no street address is needed for the AG). Clearly state your claim, booking/reference number, and set a legally binding 14-day deadline (Mahnung) for payout or invoice cancellation.
- Source Verification: Impressum - Fraport
- Timeline: The legally binding deadline of 14 days (set via your Mahnung) provides the company a strict timeframe to resolve the issue before they legally default (in Verzug geraten).
Level 3: Regulatory Authority / ADR
- Authority: Stop! Do not send your complaint to the LBA or the Universalschlichtungsstelle. Fraport AG explicitly states in their Impressum and Parking AGBs that they refuse to participate in any voluntary consumer arbitration boards in Germany. Sending your dispute to an ombudsman will result in an automatic rejection and waste your time.
- Source Verification: Legal Notice / AGB - Fraport
- Timeline: N/A due to the company’s strict refusal of out-of-court arbitration.
Level 4: Legal Action
- Pre-Litigation: Before initiating formal court proceedings, you can seek case-specific legal assistance from your local Consumer Advice Centre (Verbraucherzentrale) or a contract/tort lawyer to evaluate your claim.
- Source Verification: Verbraucherzentrale
- Court/Arbitration: Because Fraport blocks arbitration, your only legally binding escalation path is to initiate the judicial dunning process (gerichtliches Mahnverfahren) online to obtain an enforceable payment title against Fraport AG, or file a civil lawsuit at the local district court in Frankfurt (Amtsgericht Frankfurt am Main).
- Source Verification: Gemeinsames Mahnportal der Länder
Community Action: Is Fraport refusing to refund a cancelled Terminal 1 parking reservation, or ignoring a complaint about a damaged vehicle in their garage? Reply below (do not share your passwords, full license plates, or PINs), and our community will point you to the right legal templates!