FAQ

Check for Compensation

General Information:

Customers may be entitled to compensation if their flight was disrupted for any of the following reasons:

    Your flight arrived at its destination over 3 hours later than scheduled.

    Your flight was cancelled within two weeks of the departure date.

    There were no more available seats on your scheduled flight, and the airline therefore refused to carry you.

Under European law, you will be entitled to compensation if the reason for your disruption was the airline’s fault, and if your situation is covered under EC Regulation No. 261/2004. You don’t need to read through tons of legal text, though- you can easily check if you’re due compensation with our handy online application form.

This will depend on the distance of your scheduled flight, but it will typically range from €250 to €600.

In most cases, yes. Airlines typically offer disrupted customers less money than they are entitled to if they file a claim, in the hopes that they won’t ask for anything more. However, even if you have already been given some form of compensation, you are still well within your rights to claim back the full amount you are owed under European law. If you have already been offered and accepted any compensation from your airline, then please inform us of this as early as possible in the claims process, including any documents that you signed in the process.

This is left up to each country to decide, so it will vary depending on your flight destination. For instance, in Luxembourg you have up to 10 years to file a claim, whereas within Belgium, that timeframe is just one year.

Yes- compensation will only be paid out when the disruption was directly caused by the airline’s actions and operations. Instances where you would not be entitled to compensation include:

    Adverse weather conditions (such as the 2010 Icelandic volcano eruption which disrupted hundreds of flight)

    Disruptions caused by airport operations

    Acts of terror or other such instances

    Delays and disruptions due to trade union strikes

    A technical fault in the plane preventing take off

The amount of financial compensation that you receive may also affected if you choose to accept other forms of compensation offered by the airline, as outlined above. It is therefore vital that you inform us of this, to prevent any delays to your claim.

The regulations covering flight disruption compensation is valid across all EU countries, including full member states and other countries which abide by EU law such as Norway, Iceland, Switzerland, and so on.

Your rights under EU Regulation (EC) No. 261/2004:

If your flight left from an airport within the EU, then you are entitled to compensation for disrupted flights causing delays of more than 3 hours.

Yes, under the EU regulations, you will be due compensation so long as you flew with an EU-registered airline. So long as you arrived at or departed from an airport within the EU and were delayed by over 3 hours, you can make a claim.

Most definitely! The regulations covering disrupted flights apply to the airline, not the passenger, so as long as you arrived in or departed from an airport within the EU on an airline registered here, you are just as entitled to compensation as anyone else.

Even if you did not buy your ticket directly from the airline, you are entitled to compensation if your name is on the ticket for a flight that was disrupted. Since these claims are dealt with by the airlines, there’s no need to submit anything to your travel agent in these circumstances- Right Claims will handle everything for you.

Whatever the individual circumstances, the person who was due to travel on the disrupted flight is the one who will have to file the claim. Whether your employer bought the ticket for you to travel away on business, you were given the ticked as a gift, or any other case, if you are the one who was inconvenienced by a disrupted flight, you will need to fill out the claim form in your name.

When filling out your compensation claim form, you are able to file a claim on behalf of each passenger travelling with you. You’ll have to fill out the required information on each of them, and we will then send them a copy of the completed form, along with a consent document that they will need to sign. Alternatively, each passenger can fill out their own claim.

If you bought all your tickets from a single airline, and have one reference number for all your connecting flights, then the regulations treat it as a single journey. That means if you reached your destination over 3 hours late, you will still be entitled to compensation. On the other hand, if you bought the tickets separately and they have multiple reference numbers- even if they were from the same airline- each flight disruption will be treated separately. In these cases, you may only be entitled to compensation for the flights which were more than 3 hours late.

In cases of overbooking, you are entitled to:

    Be compensated the full price of your ticket within one week of the disruption

    Purchase a ticket on the next flight to your destination, on the same terms as your original ticket

    Choose a later flight to your destination

Should you opt to travel via an alternative route, and be required to wait for your flight, the airline are obliged to offer you free food and drink, up to two free phone calls, and give you access to email if required. In addition, if you have to wait overnight for your flight, they will also have to provide you with free accommodation while you wait, as well as covering the cost of your transport to and from the airport.

In these instances, you are entitled to certain compensation immediately, and the airline will have to cover the costs there and then. These include free meals and drinks, up to two free phone calls, access to email and fax if you request it, and where you have to wait overnight for a replacement flight, a free room in a hotel and transport to and from the airport.

How Right Claims works:

On average, the entire process from submitting your claim to receiving your compensation takes approximately eight weeks. Of course, this can vary depending on a number of factors, including how complicated the case may be, the airline in question, and any internal regulations in the country where you are making your claim.

Of course! Log into your account, and you will be able to see all the relevant information about your claim, including any additional info we need from you to complete the process.

Certainly! Even if the airline has rejected your independent compensation application, you are still more than welcome to fill out our claims form to see if you are entitled to compensation. Please be sure to include any and all information that the airline has sent you, including the reason they denied your claim. If we find that they were wrong to reject your claim, then we will take action to recover your compensation. You should also bear in mind that we only charge a service fee if you end up receiving compensation- so there’s nothing to lose by finding out if you have a claim!

Right now, we don’t cover this service, but it is something that we are looking to offer in the near future.

Should the airline refuse to provide you with compensation for your disrupted flight, then we will carefully review your case to determine the reason for the disruption. We will then contact you directly to discuss what happens next, and if required, pursue legal action against the airline.

If your flight disruption is not covered by EC regulation No.261/2004, then unfortunately you will not be entitled to any compensation. However, if you think that we have made a mistake, then we encourage you to contact us directly using the information on our contact page.

Your compensation payment:

For a standard compensation case, we charge a flat fee of 25% commission on the amount you are refunded by the airline. This fee covers our costs for processing documents, contacting the airline, and so on. As a UK-based company, we are also obliged to charge an additional VAT. Please note that if the case has to be taken to court, we may increase our commission fee accordingly, up to a maximum of 50%. In these cases, though, we will inform you in advance so that you can decide if you want to continue your claim.

No- if it turns out that you aren’t due any compensation, then we won’t charge you a penny.

We will send you your money directly via bank transfer. To do this, we’ll need your account details- you can provide these securely on your account page.

We include a free bank transfer of your compensation as standard. Please note, though, that Right Claims are not responsible for any additional charges or admin fees that your bank may impose.

We will transfer your compensation funds in your requested currency to the bank account you have provided. Should you wish to receive your funds in anything other than euros, then you may have to pay the bank a currency conversion fee.

Documents needed to make a claim:

Once you’ve filled out all the required information on the claim form, we will then need you to electronically sign a consent form. Later on in the process, we may require a copy of your ID documents.

Yes, you don’t need the physical ticket to make a claim. All the info you need should be in the confirmation email you received from the airline. These include the flight number, the reservation number, the airports you departed from and arrived at, and the date of your flight. In some cases, though, airlines request documents that prove you were the person travelling- this could be either your ticket, your boarding card, or an e-ticket.

Your flight reservation is a unique code of 6 letters and/or numbers, and you’ll find it somewhere on your flight confirmation documents or e-ticket. If you no longer have these documents, then we suggest you take a thorough look through your email inbox for any messages about your flight. Reminders and updates about your flight will often contain the reservation number as a reference, so you will likely still be able to find it even if you don’t have your ticket anymore.

This situation is extremely rare, but if the airline actively rejects your compensation claim and we need to take your case to court to recover the money, then we will require your signed consent to represent your rights. Usually that will be all we need, but in some instances we may need additional documents- in these cases, we will contact you directly to let you know what we need.

By signing a consent for representation document, you are authorising us to represent you in communication with the airline, and to present your case in court if required. If we don’t have this signed form, then we have no legal basis for submitting a claim on your behalf to the airline, and they are therefore well within their rights to instantly reject it.

Consent for representation covers the following main provisions:

    You authorise us to defend your right to compensation under EU Regulation No. 261/2004.

    You authorise us to make your claim in court under this regulation if necessary.

    You consent to provide us with full and accurate information about yourself and the flight in question.

    Where the compensation is recovered successfully, you agree to pay our fixed commission fee.

    We commit ourselves to do everything in our power to retrieve your compensation on your behalf.

    Both you and Right Claims agree to provide each other with open and honest information, comply with all relevant laws, and assume related responsibilities.

Miscellaneous questions:

If you incur extra costs to reach your destination, then this must be paid for immediately by the airline. In most cases, so long as you have the receipts for these costs, the airlines will pay you back for them promptly. However, there may be cases when the airline refuses to pau you what you are due- in these cases, Right Claims will be happy to help you recover these costs.

Should the passenger accept a seat on another flight than the one scheduled, then the airline may be able to reduce the amount of compensation due to 50% of the full amount. However, this is only the case if the replacement flight reaches the destination within 3 hours of the original arrival time.

In many cases, once they are notified of your claim, the airline will try to get you to accept a smaller amount of compensation than you are entitled to, in order to close the case quickly. However, you will rarely be offered the full amount that you are due. We therefore strongly recommend that you refrain from accepting the offer until you have spoken to a Right Claims consultant.

If you would like to know if you are entitled to compensation, then the easiest method is to get in touch with us directly. Simply fill out our claims form, and we will get back to you as soon as possible with the answers to all your questions.

help@rightclaims.co.uk


Call Us-03330129981