Sometimes things don’t go as planned. When that happens, the travel world can be challenging. This needs to change because people have the right to get support and to be treated with respect. No worries, we are here to help!
Welcome back to our blog series: We’ve got your back! Here we will answer very common questions that we have been asked frequently by our customers. If you have any questions you'd like us to answer directly or in a blog post, do not wait for a second longer and send us an email to firstname.lastname@example.org. We'll get back to you ASAP!
No win, no fee, what exactly does this mean?
Hi Hanneke, I read on your website that you work on a no cure no pay basis. What exactly does this mean?
Hanneke: no cure no pay means that we only charge for our service if the claim is actually paid out by the airline. When we receive the compensation amount from the airline we deduct 25% of the total claim amount. Once you have received the amount from the airline on your account (some airlines transfer the amount to the customer), you will receive an invoice from us of 25% for our service.
We haven’t been successful with your claim? Then we will close your claim for free! Even if legal action has been taken, we do not charge any additional costs. It is all part of our service and is covered by the initial 25% win fee agreement.
I read something about cancellation fees, when do I pay them?
The cancellation fee only applies when the customer's process decides to stop the process. At that point, we will ask for a cancellation fee. The amount of the cancellation fee depends on where you want to stop in the process.
Are you still in doubt about submitting your claim? Then use our 14-day reflection period. Then you can cancel your claim within 14 days without any costs.
When am I entitled to compensation?
In order to be eligible for compensation, we have prepared a small checklist of conditions that your claim must meet in order to receive compensation:
- There is no question of an extraordinary circumstance, that may be: extreme weather, a strike involving airport staff, a bird strike, air traffic control decisions, etc.
- You arrived at your final destination with a total delay greater than 3 hours. When it comes to cancellations, it is 2 hours if you've taken a replacement flight.
- You weren't informed of the cancellation with sufficient time in advance (In most cases, a fortnight)
- You were flying inside the EU, from the EU, or to the EU with a European carrier.
How much money can I claim if my flight has been delayed or cancelled?
In case of delay or cancellation, the amount of compensation depends on the destination of your flight as it is determined by the distance of the route covered:
- You are entitled to a compensation of up to £250 for flights up to 1,500 kilometres.
- For all flights within the European Union of more than 1,500 kilometres, you are entitled to a compensation of up to £350.
- For all flights outside the European Union between 1,500 and 3,500 kilometres, you are entitled to a compensation of up to £350.
- For all other flights, you are entitled to a compensation of up to £530.
More questions? Learn more about your rights as a passenger here. If you would like us to start working for you as soon as possible, you can always first check your flight for free using our compensation calculator and afterwards submit your claim: