Condor Flugdienst GmbH review: Reimbursement request

I am writing once more regarding request number CON-26/09-55844. All documents referred to have been submitted to Condor Airlines approximately Sept. 1, 2026.

Our trip was booked on Condor Airlines, code AY2R3Y.

The return flight on August 30, 2026 was Rome-Frankfurt-Seattle-Eugene. The Frankfurt-Seattle leg arrived on time at 3:40PM and I was met by wheelchair assistance at the gate. We then went to retrieve luggage for rechecking as required when first entering the US. The luggage was delayed and this took almost 40 minutes. We then entered security clearance and this took even longer. We then had to take two trains to the departure gate for Alaska Airline flight AS3128 with a scheduled departure of 5:40 PM, but with gate closure about 12 minutes prior. We arrived after that deadline and had to book a new flight on Alaska Airlines: AS2351.

I made efforts to rebook myself but was unable to do so. Alaska Airlines said Condor Airlines was responsible for any rebooking. Condor Airlines website and phone messaging said any travel agency making the booking was responsible. A call to Skylux said you could not rebook because it was less than 24 hours before departure.

We then purchased two new tickets on the last flight of the day leaving at 10:43 PM arriving 11:53 PM. Total cost for Howard and Marvy Schuman $596.80 plus $66.02 for food while waiting approximately 5 hours in the airport.
Here are attachments:
1. Original boarding passes for Howard and Marvy Schuman
2. Receipt from Alaska Airlines for booking on AS2351
3. Screenshot of charge on my Chase Credit card on Aug. 30 for $596.80
4. Boarding pass for Howard Schuman on AS2351
5. Boarding pass for Marvy Schuman on AS2351
6. Receipt for food during 5 hour delay for $66.02.

I recognize that Condor Airlines has a +24 hours rebooking policy, but in this instance it was impossible to attempt rebooking within that time period. I am therefore requesting an exception to that policy given that
I was in a wheelchair and held up do to no fault of my own.

We therefore request a total reimbursement of $662.82.

Thank you for your help.

Howard and Marvy Schuman

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