Our FAQ aims to answer any questions you may have about making a compensation claim against your airline. If you require any additional information, don’t hesitate to give us a call 100% free from any mobile or landline on 0800 464 0800
If your delayed, cancelled or re-routed flight qualifies, the EU regulation is simple and specific.
• €250 per passenger for flights of up to 1,500 kilometres beginning or landing in the EU
• €400 per passenger for flights between 1,500 and 3,500 kilometres beginning or landing in the EU
• €600 per passenger for flights over 3,500 kilometres, beginning or landing in the EU
We charge no up-front fees, nor do we charge if your case in not settled by the airline. If we obtain settlement from the airline, we will deduct our charges from the money received and send you the rest. The maximum we will charge for our service is 21% (+ VAT) of the compensation received plus a fixed £27.50 for insurance.
In the last 6 years, based on current industry acknowledged figures and averages, there are 6.1 million potential claimants in the UK. This factors in all of the passengers on flights delayed for 3 hours or more, who were not delayed due to exceptional circumstances. The CAA has confirmed that the total passengers handled by UK airports in 2015 was over 239 million and the average number of passengers per plane is 126.6.
Regulation (EC) 261/2004 requires airlines compensate passengers if their flight is cancelled or heavily delayed. They must also offer you meals, refreshments and hotel accommodation as appropriate whilst you wait for a rearranged flight. They should cover transport costs between the hotel and the airport and there are no time or monetary limits on the provision of this assistance required of the airline. If the airline does not provide assistance, keep your spending to a minimum and ensure you keep receipts and claim reimbursement from the airline.
In addition, claims for cancelled, delayed, overbooked, under-booked and missed connecting flights are explained below.
As long as the ticket was purchased and paid for and was not a free flight then each passenger can claim. It is the passenger that is entitled to claim compensation, not the person who paid for the ticket.
Yes – 100%! If you are over 18, just manage your family, friends and fellow passenger claims by using our online process, sending us their documentation and personal details. If you are under 18 you will have to ask someone to claim for you, and parents can even claim for their children or infants if they didn’t have their own seat or paid reduced ticket fare.
If your flight departed more than three hours late but landed under three hours late by making up lost time in air within the journey, then you are not entitled to compensation. But if the flight departed and arrived more than three hours late then you are entitled to claim.
We can pick up your claim at any stage, whether you have already written or spoken to the airline or the CAA. We hear from multiple customers who are told – incorrectly – by airlines that they had an in-valid claim. Our historical flight database is updated in real time and you can put your flight details in and we simply pick up your case, helping you to secure a correct and successful result.
Although regulation EU 261 states that claims can be made for any flights since 2005, for flights older than six years this is unlikely, as this is the time limit for this type of claim in English law. So we recommend 6 years but we will try on your behalf, for even further back.
Every claim is different and unique so it’s impossible to give an exact time scale but claims can be settled in as little as 1 week. But claiming with us is quicker than going direct to an airline or the CAA – in fact we have customers who were 100% sure they had a valid claim, who have written over 20 letters to the airlines only to be told they had claim, which we then subsequently won on their behalf! Rest assured, we automatically issue court proceedings against an airline if required should they not reply to our communication.
If you had more than one flight on a single booking and arrived at your final destination more than three hours late, you can claim compensation even if the initial departing flight was delayed by less than three hours.
Airlines will often use the term ‘extraordinary circumstance’ to describe anything unexpected or outside of their control.
The true definition of extraordinary circumstance set out in the case of Friederik Wallentine-Hermann v Alitalia – Linee Aeree Italiane SpA is:
“A flight is not covered by the concept of ‘extraordinary circumstances’ within the meaning of that provision, unless that problem stems from events which, by their nature or origin, are not inherent in the normal exercise of the activity of the air carrier concerned and are beyond its actual control.”
Some examples given of situations which may potentially (although not necessarily) be considered extraordinary circumstances include:-
If the airline gave you over 14 days cancellation notice then you are not entitled to make a claim. However, if they cancelled your flight less than 14 days prior to the original scheduled date, you could be entitled to up to £510 compensation, depending on your new flight time. Compensation is entitled when you had 7-14 days’ notice of cancellation and were given an alternate flight departing over two hours earlier or arriving over four hours later than your original flight.
Similarly, if you had less than 7 days flight cancellation notice and were given a new flight departing over an hour earlier or arriving over two hours later than your original scheduled flight, compensation is entitled.