Missed flight, lost cell phone with boarding pass or locked gate at passport control: the social service of the church at Frankfurt Airport has been finding solutions in situations like this for 25 years. “We help stranded passengers to help themselves,” said Simone Roßbach. He is the head of social services who celebrates his birthday this weekend.
There are many reasons why passengers are in an emergency: difficulties with tickets, passports or visas, lack of money after theft or unexpected costs due to rebooking. In such cases, the social services counseling center of the Diakonie Frankfurt and Offenbach churches offers a protected space where those affected can find peace and seek solutions together with the employees. If necessary, they receive food and clothing. Social services help contact relatives or hotels, act as intermediaries between authorities and airlines, and ensure that no one is left alone at the airport.
“Often everything is calculated very strictly”
Roßbach says his concerns used to be very different: “Just calling abroad was very expensive at the time – but we always made it possible.” Many things are different today. “If you are healthy, financially secure and have a smartphone, you can often help yourself – this was much more difficult 25 years ago.” However, many people who need help from social services are currently in very vulnerable situations. There are those who experience mental stress or have physical limitations, there are also those who have almost no financial resources. “At first, I was amazed at how little money some people took to travel by plane,” says Roßbach. “Often everything is calculated very tightly – and if something goes wrong, for example because someone misses their flight, there is usually no money to rebook.”
Many of the people who need support from Roßbach and his team are so-called returnees. Germans who emigrated many years ago and are now returning, often involuntarily, for various reasons. This includes, for example, retirees who became destitute or needed care abroad, or German citizens who emigrated as children and were detained after committing legal offenses and deported back to Germany – without language skills, social contacts, or connections to their old homeland. So far there have been 107 cases this year alone. These people often return with consular assistance, but once they land here, support from the Ministry of Foreign Affairs ends and Roßbach’s team takes over.
Many returnees are poor, in poor health and elderly. Social services arranged their arrival, contacted the social welfare office and helped them re-enter the German social system. Since most people don’t have health insurance or basic coverage, initial appointments are arranged in advance so they can get accommodation, orientation and support once they land. This assistance is very important, especially for those who have not visited Germany for decades; it makes it easier to start again. This team is also willing to accept returning refugees during evacuation from crisis areas.
German embassies around the world have social services contact details at Frankfurt Airport. In Germany, a similar offer is only available at Munich Airport. This assistance is used every day; over 25 years, about 26,000 people have used it. If neither the airline nor the police can find a solution, they will say: “Go to the church’s social services.” The stranded people received a friendly welcome there. “We look for solutions together – and always find them,” say Roßbach and his colleagues. Even though it took two days. A common case is that someone has difficulty with their papers when entering the country. In situations like this, social services are contacted by the federal police, for example. The team then contacted the consulate responsible, helped clarify formalities and ensured that people were provided with food and drink.
Telephone, but no hotel accommodation
Church social services provide assistance for self-help. Employees provide telephones and assistance in finding phone numbers and making contact, but those seeking advice must answer the phone themselves. Not everyone understands this principle, says Roßbach. Social services do not have the financial resources available. Donations such as suitcases, clothing and sometimes children’s strollers can be distributed, and in certain cases bus tickets can also be arranged. However, new plane tickets or hotel stays are not included in the benefits. In such cases, social services can only help to establish contact with relatives, travel companies or aid organizations.
Some passengers reacted with incomprehension or disappointment – especially when they heard that social services were organized by churches. “What, you are from the church and not helping?” Such situations are also part of the daily life of teams, which, despite limited options, strive to achieve the best for each individual with patience, empathy and pragmatism.
Part of the church’s commitment to the airport
The focus of the church’s social service work, whose team consists of five permanent people and 13 volunteers, is practical assistance in difficult times, especially bureaucratic obstacles. However, when it comes to emotional stress or crisis, the airport chaplain will be called. Social service is just part of the church’s commitment to the airport, which includes pastoral care at the airport, the church’s refugee service, deportation monitoring and the church’s social work, which, among other things, addresses the many homeless at the airport.
The church’s social services office is located in Departures Hall C of Terminal 1 and is well signposted. In addition, volunteers from social services are also available to contact travelers at counter 700.1 in Terminal 1. Social services can also be contacted at any time by airport employees.
