Frequently Asked Questions

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

This varies as some claims are quickly dealt with while others take longer. It is, amongst other things, up to how fast you deliver the required documentation and what documentation is available. But, it is mostly up to the airline; how fast and/or whether they respond, how fast they are in processing the claim, and how cooperative they are. Some airlines answer within days, some within weeks, and some never answer. In addition, airlines often issue an invalid statement and/or reject a claim which prolongs the entire claiming process. In general, a claim is closed between 12-16 weeks, but of course, this can take longer. In any case, you will always be kept up to date about your case via your online account.

Claim24 will pay the customer directly via bank transfer. Claim24 does not charge any fees of any kind for the payment form.

If we successfully completed your claim and received the flight compensation on our bank account, the payout can be as short as 30 days. Claim24 aspires to pay within 14 days. The exact payment date may vary depending on a number of factors.

Yes. You just have to log in to your user account on Claim24 to see the whole process or check for any missing information required.

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.

If the airline offered you travel vouchers or air miles, you can still ask Claim24 to claim cash on your behalf. Usually, compensation that is offered by the airline will be lower than the full amount stipulated in EU Regulation 261/2004.

According to the European Regulation (EC) no. 261/2004, an airline is obliged to provide meals, refreshments, and even hotel accommodation if necessary. But, you may also still be entitled to compensation!

Yes, you have the right to compensation unless you were offered re-routing that allowed you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival depending on distance.

Passengers traveling for free (babies/children under the age of two) are not entitled to compensation under the EU 261 regulation.

All flights are eligible for compensation, as long as they fall within the geographic boundaries stated in EC 261/2004.

Based on EC 261/2004, the operating airline is not liable for delays caused by ‘extraordinary circumstances’. These are circumstances that could not have been avoided even if all reasonable measures had been taken. To put it simply, when the cancellation is out of their control. The airline is not responsible and the air passenger has no right to compensation. Think of:

• Adverse Weather Conditions
• Air Traffic Control Restrictions
• Strikes (unrelated to airlines)
• Birds Strikes
• Safety and/or Security Risks
• Medical Emergency
• Hidden manufacturing defects

If the airline refuses to pay out, we hand the claim over to our contract lawyers for legal assessment. Unfortunately, we can’t take every claim to court, but we strive to fight the airlines whenever possible. A court decision can open up opportunities for compensation for lots of other claims, so just because the airline rejects your claim doesn’t mean it’s the end of the story.

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 contract lawyers for legal assessment. In some cases, it’s not possible to file lawsuits, in which case the final option is to contact the National Enforcement Body in your specific country.

Yes, passengers can receive both compensation and a refund as long as the airline didn’t provide at least 14 days notice and your flight is eligible under EC 261. However, in order to receive the refund, airlines will often ask you to sign a waiver. Some waivers include forfeiture of compensation clause, effectively making it impossible to also claim compensation. If you plan to file a claim, be sure to read the fine print on anything you sign.

The airline always has a right to care during a delay or any other flight-related problem. This means that the airline must ensure the well-being of its passengers. Think of meals, refreshments, or even hotel accommodation if the delay is longer than expected. All free of charge!

No. The regulation applies to all passengers who departed from any airport within the EU or arrived to the EU on an airline registered in the European Union.

The time limit depends on the legislation of the country you bring the claim to. Here you can find an extensive list of countries in Europe, with how far back you can claim for each of them.

No, the price of your ticket is not an indicator. The compensation is determined by the distance of your flight and the duration of the delay.

Yes. Even if your employer paid for your ticket, the compensation is yours. You are not entitled to compensation only if your ticket was part of a promotion, voucher or was grated for free from the airline.

We have to go to court if the airline deliberately rejects the request for claim compensation. In that case, we will need your signed consent to represent your rights. If we need any additional documents to represent your interests, we will notify you in person.

The flight reservation number is the unique combination of six symbols (letters and numbers) you will find on your e-ticket or a document that confirms the flight booking.

This is assigned to you by the airline when you make your booking and can be found on your e-ticket or booking confirmation. This number helps the airline to find and process your claim. Look for a 6-character code, a combination of letters or numbers. Some airlines may refer to this number as a PNR or Record Locator.

We try to handle your claim by asking for information only when necessary and we ask for your booking confirmation so that we don’t compromise your privacy. You have the first-hand knowledge of what happened to your flight, but if you can’t find the confirmation, the only alternative is to contact the airline directly.

You can also email your documents to support@claim24.eu and we will add your documents to your file.

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 Google account, select Claim24 and click “Remove Access”.

Or, if your account is on Outlook or Hotmail go to Live account. Select “Edit” under Claim24 and click “Remove These Permissions”.

Yes – you can either reply to an email we’ve sent you or contact us via the Dashboard here.

Please contact us here for more information.