The uncertainty of many consumers in the corona pandemic has led to a sharp increase in inquiries from the consumer center in the country.
Closed hotels, canceled concerts or closed fitness studios make the phone lines of consumer advocates run hot and the mailboxes overflow. According to the board of directors of the consumer association, Stefan Bock, was Travel has been the main subject of inquiries.
Download numbers of sample letters are increasing enormously
Travel bookings are difficult this year too. What do consumers have to consider and when can they cancel? more
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During the corona pandemic, many unsettled people turn to the consumer advice center to ask about their rights at unusual events – or to let go of frustration, reports Bock. “Most of them were desperate, insecure and also angry consumers.” For the past year, the consumer advice center has literally reached a flood of inquiries: It recorded 80 percent more calls and three times as many visits to the website.
With 31,000 calls, according to Bock, there were around 9,200 more than in 2019, and the clicks on the website have increased enormously from 147,000 to 492,000. The number of downloads of sample letters also illustrates the pressure people have due to the current situation: in 2019 there were fewer than 5,000 downloads, in 2020 the number on the subject of travel law alone was around 102,000. “People didn’t get any information from the company or they were on hold,” says Bock, “they then turned to us.”
Facilitate access for socially disadvantaged people
According to its own information, the consumer association intends to expand its activities on social media in the near future in order to be better perceived by younger people. An easily accessible and free offer is also to be launched for socially disadvantaged people and recipients of social benefits. A test project is planned for this on the east bank of Kiel. Consumer Protection Minister Claus Christian Claussen (CDU) pointed out that Schleswig-Holstein took over the chairmanship of the consumer protection ministers’ conference this month. Digital change, sustainability and the enforcement of consumer rights are topics that he wants to put on the agenda.
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