Frequently Asked Questions (FAQs)

Frequently Asked Questions (FAQs)

SUBMITTING CLAIMS

Is there a time limit in which to file a claim for a disrupted flight?

EU regulations don’t set any time limits for submitting a claim or for initiating legal proceedings if they are necessary. However, such time limits, known as the Statute of Limitations, vary across each EU member state

How do I submit a claim to Flightdelayclaimer?

You can submit a claim via the website — just enter your flight and passenger information and follow the claim submission steps. It only takes a few minutes — you can then sit back, relax, and let us do all the work towards securing your compensation.

How do I update my personal data?

You can update your personal data by contacting us where our customer support agents will be happy to assist you and update your data as requested.

I was traveling with other passengers - do I need to submit a separate claim for each?

At Flightdelayclaimer, we are keen on making the claim submission process as simple and easy as possible. If you were travelling in a group you can submit a single claim for all of you, as long as everyone is able to provide us with the required documents.

Can I claim any extra expenses (hotel, new ticket, food, taxi, etc.) that resulted from a flight disruption?

Currently, Flightdelayclaimer provides assistance with flight disruption compensation covered by EC 261. However, we plan to expand our services to cover claiming for additional expenses incurred due to a flight disruption in the near future.

If my case goes to court - will that affect my legal status or require my physical presence before the court?

Filing a legal case against an airline won’t have any effect on your legal status, regardless of the result. All of these cases fall under the civil code and, therefore, won’t require your physical presence before the court. Flightdelayclaimer will take care of the whole process for you once you have provided us with the required documents.

I received a voucher/air miles from the airline, am I still entitled to compensation?

This depends on the paperwork you signed at the time of your disruption. If the airline offered you vouchers or air miles that you weren’t required to sign for, then you are still entitled to compensation. However, be aware that airlines sometimes offer a voucher along with a waiver to sign. This often states that passengers forfeit their right to compensation. 

We encourage all passengers to carefully read the paperwork they are given from the airline and pay special attention to the fine print at the time of disruption and after.

Am I entitled to both a refund and compensation?

There are a couple of eligibility questions we’d need to check out, but in theory, yes! Passengers can receive both a refund of an airline ticket AND compensation for flight disruption. 

The most common situation is if your flight was cancelled less than 14 days before departure. The airline will typically offer you an alternative flight, but if the flight times are too different you can opt for reimbursement of your flight – and you’re entitled to compensation too. 

The same applies if you have been denied boarding. You will be offered an alternative flight and compensation, but you can opt for reimbursement and compensation if you prefer. 

However, please be aware that in order to receive the refund, some airlines ask you to sign a waiver which may include a forfeiture of compensation clause, so please make sure to read the fine print carefully before you sign!

Are there any extra costs in case of legal action?

Flightdelayclaimer operates on a “no win, no fee” basis, which means we promise to never charge you any advanced payment even if your claim goes to court. We will take care of all the legal proceedings and cover all the incurred costs including lawyers and court fees. 

Only when our efforts are successful and we win your court case, we will charge a legal action fee to cover the additional work involved in taking the case to court. Both the legal action fee and service fee will be deducted from the obtained compensation. However, Flightdelayclaimer will never charge you more than 50% of your total compensation to cover our legal action and service fees.

What should I do if the airline contacts me personally after I have filed a claim with Flightdelayclaimer?

Some airlines will contact you as soon as they receive a claim from us. They typically do this to persuade you to accept a reduced sum of money or offer you other forms of compensation rather than cash. If this is the case, please get in touch with us via our Contact Form or Live Chat, so our claim experts can direct you. Please keep in mind that such an offer is evidence of the airline’s liability – it’s actually a good sign that we’ll be able to get you the full compensation you lawfully deserve.

Why did the airline reduce my compensation by 50%?

In accordance with EU regulations, airlines can reduce the compensation amount by half in one specific situation: if they offered you an alternative, “re-routed” flight to your final destination, which arrived within a couple of hours of your original flight.

Why was my claim rejected due to weather conditions when the weather was nice?

We understand how this could be confusing. However, you must remember that the bad weather can occur all along the route, not just at the departure airport. Adverse weather conditions and poor visibility along the flight path are treated very seriously due to their impact on air passenger safety.

We would like to assure you that we don’t depend on the airline’s statement when it comes to weather conditions.  We have our independent systems to confirm there were adverse conditions and we assess each and every claim individually. 

Adverse weather conditions are considered “extraordinary events” because they are beyond the airline’s control. As such, these claims are not eligible for compensation under the law, therefore, we cannot take these types of cases to court.

Why aren't you answering me?

Flight disruptions have always been complex issues and we are ready to take them on. However, as more and more people find out about their rights and want to exercise them, we are experiencing an increasingly high number of claims each year.

How do I cancel my claim?

Once a claim is submitted to us, our Terms and Conditions specify that you are allowed to cancel your claim within 14 days. Due to the nature of our service, you cannot cancel your claim with us if we have already informed you that the airline has agreed to compensate you. Please check our Terms and Conditions to find out more.

How long does a claim take?

The claim handling process depends on several factors, such as the documentation available to prove your case, the third parties involved, and how quickly they respond to our communications – even the time of year has an impact. Therefore, it is difficult to estimate a time frame for a specific claim. 

While we cannot guarantee how long your particular case will take, we do guarantee that we treat each case individually, ensuring we give it the attention it deserves.

However, from our experience, the vast majority of the claims come to an end within 3-4 months. Some cases, including claims that go through legal proceedings, may take longer to be resolved. 

My type of flight disruption isn’t listed on your website - can I file a claim?

Currently, Flightdelayclaimer primarily assists passengers under EU regulation EC 261 which covers 3 types of flight disruption: flight delay, cancellation, and denied boarding.

If The Claim Is Rejected, Do The Airlines Give The Reason For Rejection?

Unfortunately not. If the airline fails to provide a reason for the rejection, we treat the claim as if they did not answer at all and hand it over to our team of lawyers for legal assessment. Sometimes the final option is to contact the National Enforcement Body in your specific country and issue a request for review.

Why is the compensation in Euros not Pounds?

Regulation (EC) 261/2004 regarding flight delays, cancellations & overbookings specifies the amount passengers are entitled to. In this document, the sums are mentioned in euros. Once the airline has agreed to pay you your compensation, the final sum shall be stated in Euros. However, should your compensation be transferred to your UK bank account, you shall receive your compensation in pounds. The final sum you receive will be converted according to the current exchange rate.

I no longer have all of my travel documents. Can I still submit a claim?

It’s best to retain all travel documents (such as tickets, booking confirmations, boarding passes and emails from the airline), because you may be asked to provide them at a later point. If these documents are no longer available, having proof of payment of your original ticket may still allow us to process your claim. However, travel agents or even the airline itself can often provide copies of documents if requested.

How long do I have to submit my claim?

Under European legislation, claims can be submitted up to 2 years after the flight date. In certain countries such as Belgium, Germany, Portugal and the UK, this limitation period may be shorter or longer. In the UK, the statute of limitation is set at 6 years (5 years in Scotland). However, a claim’s limitation period is determined by a number of different factors including what the flight route was and where the airline is based. The flight calculator on our home page takes these different criteria into account.

Will you take the airline to court on my behalf?

In some cases it’s necessary to start a debt collection process or to initiate legal proceedings. We will cover the expenses for these steps, which means you will not be required to pay legal costs in the case your claim isn’t successful. If we do succeed at claiming compensation, these legal steps will be included in the 25% we charge for the No win, no fee Account.

Please note: In the case you submitted your claim previously (before 1 March 2015) on the basis of a ‘Pro’ or ‘Premium’ Account, a separate agreement will need to be entered into for the debt collection and judicial processes (which may also include the notice of default).

When will I receive my compensation?

The length of the claiming process varies per claim. We do our utmost to try to complete the process within a few months. However, in some cases, it may take up to 6 months or more than a year. This is due to the fact that we are dependent on the maximum legal time enforcement bodies are permitted to take to research complaints as well as of any legal steps that we may need to take.

Which bank account will the compensation be transferred to?

This depends on the situation. In most cases, the compensation will be transferred to our bank account by the airline. We will then ask you to provide your bank account details so we can transfer the compensation to you after our fee has been deducted. In the event the compensation is transferred to the client’s account we will send an invoice for the 25% fee.

I travelled with others (coworkers, family, friends). They already have their money. Why is my claim still pending?

That is a very good question and indeed the “big mystery of claim processing”.

There is no rational explanation for that.

However, what it shows is that airlines and courts still do not organize their work most efficiently (e.g. different staff member of a claim processing department adjudicate 2 claims w.r.t. the same flight. Because there are large grey zones especially w.r.t. the so called extraordinary circumstances it might happen that these two claims result in a different final verdict at very different times).

CLAIMING PROCESS

The airline has requested my bank account details. Should I give these to them?

In some cases, the airline will contact the passenger directly for payment. Please always consult with the claims team before you provide your details, for instance in order to check whether the amount offered is correct. By providing your bank account details to the airline, you may also accept any deal you are being offered. Please also be careful when providing bank or credit card details to third parties; scammers could pose as an airline and obtain sensitive information from passengers. Never disclose the so-called CVC code that is printed on the back of credit cards.

You have asked me to sign a power of attorney form. Why is this necessary?

In order to correspond with third parties, airlines often require a power of attorney form to be provided. This is a form on which the passengers declare that we are authorised to process and submit their claim on their behalf. We ask all passengers to sign this form. Please note this may not be done digitally (however, once the form is signed, it can be scanned or photographed), and in the case of minors, both parents will need to sign in their place. (If the passenger was a minor at the time of the flight but is now 18 years or over, this passenger may sign the form himself.)

I have a question about my claim, can I reach the claims team by telephone?

We only process claims in written form and are able to answer your questions in writing only, via your login account or email. This is key in making sure the dossier for your claim is built consistently and correctly, which may be of legal importance at a later stage. Additionally, this method will allow us to retrieve all relevant information in your dossier at all times. Questions will be answered within 5 business days maximum by our claims team via the login account or by email.

I am unable to upload a document to your website. What should I do?

You can always send us documents by email as an attachment. Please use admin@flightdelayclaimer.com. These files will automatically be connected to your account as long as you make sure to email us from your registered email address.

I am currently unable to sign my Power of Attorney (PoA) as I am either travelling or unavailable. What shall I do?

Send us the signed PoA as soon as possible. Many hotels offer printing and scanning services or you can use your mobile to take a picture of the signed PoA. It is important for your claim that we receive the signed PoA on time.

Can I send my signed PoA or other evidence by postal service?

Yes. Please look up our mailing address on our website.

I do not have a printer. Can you send me a hardcopy of the Power of Attorney (PoA)?

Yes.

My child is under 18. Who has the Power of Attorney (PoA)?

Children aged two years or older have the same rights as adults to claim compensation according to EU Regulation 261/2004. However, minors are not permitted to sign the power of attorney (PoA) flightdelayclaimer. Parents or a legal guardian can sign the minor’s PoA. Here is an example: if you are travelling with an underage child (over the age of 2) and you claim compensation for your flight, simply sign the PoA for your child.

I’m on a trip business paid for by my employer, who is entitled to the compensation, my employer or myself?

You are travelling on business and your company has paid for the flight. Your flight fulfils the compensation claim requirements of EU Regulation 261/2004. Who is entitled to receive the compensation?

In accordance with EU Regulation 261/2004, the applicant and claimant is always the air passenger. That means the air passenger has to create and submit the claim via Flightdelayclaimer and, in the first instance, has the right to receive the compensation, since he or she alone had to bear the inconvenience caused, for example, by a delayed flight. Further details in this connection are not specified in EU Regulation 261/2004.

Ultimately, whether or not you have to hand over the compensation payout to your employer can be governed in your employment contract.

Here, neither EU Regulation 261/2004 nor Flightdelayclaimer are applicable but only the “bilateral” relationship between the employee (air passenger) and employer (payer of the ticket).

FEE CHARGES & PAYOUT

Do I Need To Pay Transfer Fees To Get My Compensation?

All of the transfer methods we use at Flightdelayclaimer are completely free. In some instances, third party entities like PayPal may charge you for withdrawing the money, and banks can charge customers for check processing. But Flightdelayclaimer charges no fees at all for any form of payment.

What Are IBAN And SWIFT Numbers And Where Can I Find Them?

An IBAN (short for ‘’International Bank Account Number’’) is your unique bank account number and is used for international bank transfers. It consists of the country code, two check digits and your bank account number.

A SWIFT or BIC code is used to identify the financial institution, its geographical location and its particular branch. You can think of it as a global registry for the banks.

You might not have seen these numbers before, but you do have them and both numbers can be found on a bank statement. These numbers are also readily available for you on your personal banking site.

My claim is ready for payout. Now what?

Once you receive the email notification that your claim is ready for payout, you log on to the customer portal and initiate your payout.

You can choose SEPA or PAYPAL to receive your money. Please contact our customer care if you do not have a PAYPAL account AND live outside the of the Single European Payment Area (SEPA). We will then initiate an international wire transfer.

Please note that the payout process can take 3 to 6 days until your transfer appears on your account or PAYPAL statement. Please use the Trouble Ticket System in the customer portal to contact us if you have NOT received your money 10 days or more AFTER initiating the payout process.

I encounter problems with my payout.What shall I do?

Please make sure your IBAN is keyed incorrectly. We use a sophisticated 3rd party IBAN verification program that verifies all SEPA IBANs.

If you are unable to resolve the problem, please use the Trouble Ticket System in the customer portal to contact us.

Can I direct the payout to any account?

YES. Both SEPA and PayPal can be paid to any valid account. It is not necessary that either one belongs to the claimant.

How And When Will I Receive My Compensation?

You deserve secure and quick methods when it comes to receiving money that’s rightfully yours.
Once the airline pays out your compensation and we receive it, you will be asked to input your details on our website. This is promptly
followed by the payment to you.

Can I have my compensation in a different currency?

Unfortunately, we can’t process your payment in a different currency other than the available currencies that appear on your Customer Dashboard at the payout stage. The payout methods and currencies vary depending on your country and whether you submitted your claim directly on our website or via one of our travel partners.

In which currencies do you pay out the compensation?

Once we receive your compensation from the airline, we will send you an email asking you to log in to your Customer Dashboard and select your preferred payout method and currency of the options available for your pay-out. You will always find either a EUR or USD option depending on your country and whether you submitted your claim directly on our website or via one of our travel partners.

Flightdelayclaimer also supports the following local currencies: CZK (Czech Republic), DKK (Denmark), HUF (Hungary), NOK (Norway), PLN (Poland), SEK (Sweden), GBP (UK), CAD (Canada), AUD (Australia), ILS (Israel), MXN (Mexico), BRL (Brazil), CHF (Switzerland), and RON (Romania) which can be chosen by customers residing in these countries.

How do your fees compare to other companies in the flight compensation industry?

Flightdelayclaimer fees are among the lowest in the industry. Furthermore, we don’t require any upfront payment to submit a claim via our website — we work on a “no win, no fee” basis, so we only get paid when we succeed in securing our customers’ compensations.

Can I use someone else's bank details for payout?

In short, no, this isn’t possible. At Flightdelayclaimer we take your security incredibly seriously. The Data Protection Laws we follow mean we can only transfer money to the account of the person named as the main claimant on the case.

DOCUMENT & PRIVACY

What is a Conditional Fee Agreement (CFA) and how do I sign it?

The Conditional Fee Agreement (CFA) is a document that grants Flightdelayclaimer the power to represent you in court in the UK. We need it to claim compensation from the airline, and collect it on your behalf.

Please read the entire document carefully, fill in all the required fields, and sign it. This document can be signed online. We also accept a printed and signed version of the document, if that is preferable to you.

How do I sign a Power of Attorney (PoA) or a Conditional Fee Agreement correctly?

You just need to make sure the document is complete and readable.

If any part is cut, edited, blurred, the document will be rejected and our flight disruption experts will ask for another one.

In order for us to accept the document, please make sure you have read it carefully and that every field is properly filled out.

We will specify if the document needs to be signed by hand, or if you can sign online.

What is a Power of Attorney and why do you need it?

The Power of Attorney (POA) is a legal document that grants Flightdelayclaimer the power to represent you in court and to initiate legal proceedings against the airline.

It can be given different names such as ‘Power of Attorney’, ‘Conditional Fee Agreement’, ‘Certificate of Authorization’, or ‘Special Assignment Form’, depending on the jurisdiction.

Please read the entire document carefully, fill in all the required fields, and sign it by hand.

My Customer Dashboard shows that you received my document. Why do you keep requesting it?

This issue can happen from time to time. When you receive a second request for a document, it usually means that there was an issue with the original document you provided.

It could be that the documents weren’t in the correct format and we couldn’t open them, or that the information on the documents wasn’t clearly visible.

Note that if you have sent the documents to us via email or chat, it can take a while for these documents to show on our system. To ensure your claim is processed quickly, always upload documents to your dashboard.

If you are still receiving multiple requests from us even after resubmitting your documents, please head over to our Contact Form or Live Chat. Our experts can help you resolve the issue.

What happens to my documents once you have them? Are they secure?

We take your privacy very seriously. Therefore, we would like to assure you that our data protection policy on the processing, sharing, and storing of personal information is fully compliant with all EU data protection regulations, including the General Data Protection Regulation (GDPR).

What is a flight confirmation and where can I find it?

Your flight confirmation is the written confirmation that you were a passenger on the flight in question. It may also be referred to as a ‘Booking Confirmation Document’ or ‘e-ticket’. It will contain your booking reference number, passenger details and flight details.

You can find your flight confirmation in the emails or documents the airline (or travel agency) provided when you purchased the flight.

What’s a booking reference and how can I find it?

A booking reference is a unique code used by the airline to identify your reservation on their systems. It can be found on your booking confirmation email and e-ticket. It may appear under different names such as ‘booking reference’, ‘reservation reference’, ‘booking code’, or ‘PNR’ (Passenger Name Record).

In case of any doubt, just upload your booking confirmation and our experts will identify the correct booking reference.

What is a “rerouting confirmation” and where can I find it?

If you experience a flight cancellation or your flight is overbooked, the airline should offer you an alternative flight. They may also refer to this as a rerouting to your final destination.

The rerouting confirmation can be an email, or SMS, sent by the airline informing you about your flight disruption and offering an alternative flight. It will often include the e-ticket or boarding pass for that flight.

I don’t have my e-ticket/boarding pass anymore, what do I do?

E-ticket: Your e-ticket should have been emailed to the address you provided when you booked your flight. So unless you know you’ve deleted it, you should still have a copy of it in your email. Try searching for the airline’s name in your inboxes and your trash folder.

If you can’t find it, you can try downloading your e-ticket again after logging into the airline’s website, or contacting your airline’s customer support and asking for a copy.

Boarding pass: Certain airlines and courts require a boarding pass in order to process your claim. If you’re no longer able to download a copy of it by logging into your airline’s website, please contact the airline directly (or the Online Travel Agency you used to book the flight). Ask for a Boarding Certificate, which is equivalent to a boarding pass and can legally be used to process your case.

Which documents do I need to provide in order to claim?

To claim your compensation, we need some essential documents: your flight e-ticket and signed assignment forms for you, and any fellow passengers listed in your claim.

We may also ask for some additional documents while processing your claim, such as your boarding pass, personal ID or passport, power of attorney, and/or conditional fee agreement. This will depend on the requirements of other parties involved, such as the airline, and in some cases, the courts and lawyers.

Do you share my information with others?

During the claims process, we need to share certain information with third parties, for example, airlines or lawyers. Your data is only shared with third parties whose job is to bring your claim to its conclusion.

We never share any of your details with a third party not involved in the claim process. If you are at all concerned about this matter, you can read the full details in our Privacy Policy.

VARIOUS QUESTIONS

What exactly is a diverted flight?

A diverted flight is a flight which is operated from the scheduled point of origin to a point other than the scheduled point of destination in the airline’s published schedule.

Here is an example: a carrier has a published schedule for a flight from point A to B. If the carrier were to fly an A to C operation, the A to B segment is a diverted flight.

Let’s be more precise: You book a flight from Frankfurt, Germany to Miami, FL, but your flight actually lands in Paris.

My flight was diverted. What documents should I submit to support my claim?

The general rule is: document as much as you can. Keep in mind that on a diverted flight the focus is on how you actually travel from the unplanned, diverted-to airport to your final, planned destination.

This can be a journey in itself, either by bus, train, plane or even ship. To file a successful claim of a diverted flight it is important to document at least the following events and facts:

  • Actual arrival time at the diverted-to airport, name and/or code (e.g. JFK) of that airport
  • Any reason that was given to you why the flight was diverted
  • The method of transportation used to travel from the diverted to airport to your final, planned destination, e.g. bus, train, car, ship. Keep tickets, vouchers and the like.
  • The actual arrival time at your final, planned destination.
I was unable to fly due to illness, is this covered?

Time and time again, air passengers are not able to travel because of an illness or other serious personal circumstances. This gives rise to a lot of questions concerning the return of tickets. Although these questions are important to the people involved, they are not within the remit of EU Regulation 261/2004 and are therefore not processed by Flightdelayclaimer.

My suitcase went missing, can you help with that?

Every day about 70,000 pieces of luggage worldwide either go missing or are delayed in arriving at their destination. This is an incentive for Flightdelayclaimer please contact us.

I’m also entitled to refreshments?

Correct! You are also entitled to certain refreshments.

The EU regulation stipulates the customer is entitled to several allowances in various situations relating to delayed, cancelled and overbooked flights.

This includes refreshments, warm soup and meals, hotel accommodation, free faxes and telephone calls.

Is this covered by Flightdelayclaimer?

Though we realize how important and warranted such care is for the individual passenger in certain situations, it is unfortunately not covered by our service.

The refund.me software and services concentrate on compensation in the €250 / €400 / €600 categories only.

My flight was diverted, do I have a claim?

Well, it depends.

First, we need to ask if the scheduled flight you booked is qualified for claims under the EU regulation 261/04. The answer is yes if your flight started on an EU airport regardless of the operating airline…

The answer is also yes if your flight was supposed to land at an EU airport AND is operated by an EU carrier.

If your flight is qualified the next question is how late you arrived at your planned, final destination.

If your delay is 3 hours or more AND the diversion was not due to any extraordinary circumstance you have a claim.

I’m flying from Oslo to Zurich. Does the EU regulation apply in my case?

Yes! The provisions in the EU regulation also cover Norway, Switzerland and Iceland and all of their respective airports. So you are likewise entitled to compensation on these routes.