Frequently Asked Questions

We protect the rights of air passengers who suffered from a delayed, cancelled or overbooked flight. We file the claim on behalf of the passenger, get in touch with the airline, and take care of everything. No payments upfront, no payment if we lose, and no financial risk - we work on a ‘no win, no win’ fee basis. When we win, we take a 24% commission fee from the total compensation amount (incl. VAT).  Use our free claim calculator to find out whether you are entitled to a flight compensation.

We know how troublesome it is to have your flight delayed or even worse cancelled. We want to help air passengers when things don’t go as planned. With our easy to use claim calculator, passengers can check their flight and submit a claim within just a few minutes. The rest is up to us! We take care of the entire process on your behalf to get what you deserve using our legal and aviation expertise. No upfront payments and financial risks - we work on a ‘no win, no fee’ basis. We charge nothing until we bring your claim to its full completion.

You can easily file a claim with our free claim calculator on our website. You can check your flight and submit a claim within just a few minutes. If you have any questions, don’t hesitate to contact us via the live chat or support@claim24.eu

We need a signed assignment form to act on your behalf, a copy of your e-ticket(s) and/or booking confirmation as proof and, depending on the airline, a copy of your passport or ID to verify your identity.  

After you submit a claim on the website, you will always receive an email from us which contains your login details to access your online account and explains further steps. Within the next 24 hours, our legal and aviation experts will manually validate your claim. After this validation step, you will be contacted via your online account and email about your claim, further steps, and your claim handler. If necessary we will ask for any missing claims documentation too.

You are entitled to compensation If you were denied boarding against your will because the airline overbooked your flight - i.e. sold more seats than actually available on the flight.  Please note that under EU Regulation 261/2004, passengers who have been denied boarding for reasons other than overbooking, such as late arrival at the gate or issues with their travel documents, are not entitled to compensation. In addition, you are also not entitled to a flight compensation if it falls under “extraordinary circumstances”. Learn more about boarding denial here. 

If your flight is delayed, you are entitled to compensation if the following applies to your situation: 

• The flight either originated from an airport within the European Union or was operated by an European airline (even if it departed from an airport outside of the EU). 
• The total arrival delay at your final destination exceeds 3 hours. 
• The delay was not caused by extraordinary circumstances, such as a lightning strike, security threats or adverse weather conditions.

Learn more about flight delay here. 

If your flight has been cancelled and you were informed less than 14 days prior to departure, you are entitled to compensation. The airline is exonerated from liability and will not pay compensation only in the event that the cancellation was caused by an extraordinary circumstance, such as a lightning strike, security concern or bad weather, for example.

Learn more about flight cancellation here. 

The amount of compensation depends on the length of your flight and the delay length. In general, the flight compensation is calculated as follows:

• € 250 for a flight less than 1.500 km
• € 400 for flights between 1.500 and 3.500 km
• € 600 for flights more than 3.500 km

Yes. If the voucher is less than the compensation amount you are entitled to, you can. For example, if you are entitled to €600 and the airline gives you a €250 voucher to be used with that airline, you are still entitled to the remaining compensation amount of €350. You can also choose to return the voucher and ask for the full compensation amount in cash. 

You are not entitled to compensation according to EC 261/2004 If you were on a flight that was overbooked and the airline offered you a voucher and a later flight in exchange for your reservation, and you accepted. That’s because you willingly gave up your reservation and entered into a new agreement with the airline.

We need a signed assignment form to act on your behalf, a copy of your e-ticket(s) and/or booking confirmation as proof and, depending on the airline, a copy of your passport or ID to verify your identity.  

You can upload the documentation when submitting your claim on our website. If for any reason that is not possible, you can always log in at your online account and upload the files there. If you are having trouble uploading the documents, then you can also email your documents to support@claim24.eu and we will add your documents to your file. 

In completing the claim form, you will have to sign the assignment form electronically. Also, we may ask for a copy of your passport or ID.

Yes. What’s important to know are your flight number, the flight reservation number, departure/arrival airports, and the date of the flight. You can find this information in the confirmation email sent by the airline.

These can be signed by a parent or legal guardian, preferably with an annotation of “on behalf of…”. Some documents should be signed by both parents.

Your data is safe with us because we fully comply with all EU data protection.

No. We won’t share any information with any third party without your permission and if it is not necessary for winning your case. 

In order for us to process your claim, we need a booking confirmation, a copy of your identification document, and a signed Assignment Form. With the Assignment Form, you exclusively authorize us to represent you in claiming your compensation against the airline. Only then can we proceed to filing your claim and receiving your compensation. Upon successful completion, the compensation minus our success fee will be transferred to you.

Not in any way. The protection of your data is our top priority. Claim24 has established security measures that comply with the latest EU regulations on data privacy.

Of course. You just have to follow the simple instructions below, depending on your email provider. 

For example, if you have a Google account, go to https://myaccount.google.com/permissions, select Claim24 and click “Remove Access”.

Or, if your account is on Outlook or Hotmail go to https://account.live.com/consent/Manage. Select “Edit” under Claim24 and click “Remove These Permissions”.

Claim24 only charges a success fee after completion of the claim. The success fee is fixed at 24%. 

The airline will first transfer the total compensation amount to us. Once we have received the compensation from the airline, we will transfer your compensation amount to the bank account number that you have entered in your online account. The payout can be as short as 30 days after we have received your compensation from the airline. 

The money is transferred to the provided bank account at no cost. However, we are not responsible and shall not cover any charges or administration fees imposed by your bank.

The funds will be transferred in euros or any other currency if suitable to the bank account provided.

If you don’t have an account where the compensation can be received, please contact us for more information and we’ll be happy to find an alternative way of transferring your money.