When the vacation flight doesn't take off: Claim compensation with a click

More Germans are turning to digital tools to resolve everyday legal and consumer issues. A recent survey reveals growing interest in online services for tasks like claiming flight compensation, contesting fines, and handling tenant disputes. Yet despite the convenience, actual usage remains low in many areas.

Flight compensation leads the way in digital adoption. One in ten travellers have already used online tools to claim money back for delayed or cancelled flights. Another 20 percent say they would consider doing so in future. These services appeal because they simplify the process, saving time and reducing financial risk for passengers.

Legal and consumer disputes also show potential for digital growth. Nearly a third of respondents (29 percent) are interested in using online tools for tenant disputes, with 7 percent having tried them already. A similar share (29 percent) would turn to digital help for employment law issues, though only 2 percent have done so. Traffic-related matters attract even more interest—31 percent would use online services to contest fines or handle accidents, while 2 percent have already taken that step. Other areas lag behind. Just 1 percent of those surveyed have used digital tools for family law, with only 16 percent expressing interest. Online purchase protection sees higher engagement, as 12 percent have secured refunds or resolutions digitally, and 26 percent would consider it. Data breach claims remain the least used, with only 1 percent having filed a digital complaint. Experts point to low awareness, distrust in online systems, and complex procedures as key barriers. Many still prefer informal solutions or simply avoid reporting violations. Contract terminations and data protection issues also show limited uptake. While 26 percent are open to using digital tools for ending contracts, just 1 percent have done so. For corporate data breaches, 21 percent express interest, but only 1 percent have pursued claims online.

The survey highlights a clear gap between interest and action in digital dispute resolution. While many Germans see the value in online legal tools, few have actually used them beyond flight compensation and purchase protection. Addressing barriers like awareness, trust, and procedural simplicity could encourage broader adoption in future.