- info@feuer-eis-touristik.de
- +49 8022 66364-0
We regret that damage to your luggage (damaged suitcase) has spoiled your vacation enjoyment. During your tour, you (have) made use of the luggage transfer from accommodation to accommodation, which is included in many of our hiking and cycling tours, as a convenient service.
Our long-standing and carefully selected transport partners generally ensure safe and reliable luggage transportation from hotel to hotel. Unfortunately, even with the most careful luggage transportation, damage to luggage cannot be completely ruled out in individual cases.
If, contrary to expectations, damage has occurred, please check that you have complied with all baggage regulations www.feuer-eis-touristik.de/gepaeckbestimmungen before making a complaint. We would like to point out that no claims can be made in the event of non-compliance.
Please use the following input mask to report damage:
If you have answered “yes” to all three questions, please complete the following form. After checking the situation and consulting with our partners, we will contact you immediately.
If you discover a defect in your baggageplease notify as soon as the damage occurs the reception of your current hotel and have the damage/damage confirmed informally by the hotel (for guided tours also from the hiking guide if necessary). The hotel/hiking guide will only confirm the time at which the damage occurred, which is necessary to determine the party responsible (transport driver). Therefore, always document the damage directly on site by taking photosas digital camera/mobile phone pictures have a time stamp. Without submission of a photo of the damage or confirmation of the damage by the hotel/hiking guide, the claim will not be processed (lack of proof of causation).
Please also attach the damage report confirmation from the hotel / hiking guide and the proof of purchase of the luggage (e.g. as a photo or scan) via photo upload (jpg / pdf / png / doc format) to the above-mentioned damage report. Receipts that are not available at the time of the claim (e.g. proof of purchase) can also be sent to feedback@feuerundeis.de, stating your booking number.
After receiving your documents, we will carefully examine your claim and consult with the transport partner involved. We ask for your understanding that this process may take some time and ask you to refrain from making any queries in the meantime. We will contact you promptly and without being asked.
In the event of loss of or damage to luggage, Feuer und Eis shall only be liable if this was caused by Feuer und Eis (or the contracted transport service provider) and all luggage regulations were complied with(www.feuer-eis-touristik.de/gepaeckbestimmungen) and the damage was reported immediately after the damage occurred. Visual damage (scratches, dents, surface damage to paintwork/fabric) — according to case law part of normal luggage use — or damage caused by unauthorized luggage contents (liquids, fragile objects, etc.) are excluded from liability. In the event of functional damage (breakage, tear, damage to the closure, broken roll or handle, etc.), we will check whether a repair is possible or whether a new purchase is necessary. Feuer und Eis is liable in any case only up to a maximum of € 200 per item of luggage or person. A possible reimbursement is influenced by the extent of the damage and the current value.
Our baggage policy is part of our General Terms and Conditions(www.feuer-eis-touristik.de/agb), which you received with your booking confirmation.
We're here for you Monday through Sunday from 8:00 a.m. to 8:00 p.m. and look forward to hearing from you!
We're here for you Monday through Sunday from 8:00 a.m. to 8:00 p.m. and look forward to hearing from you!
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