Frequently Asked Questions

Frequently Asked Questions

Our service

  • How do help you get compensated?

    When you file a claim at, we start your case by contacting the airline. In case, they don't respond or reject our claim wrongfully, we will contact the national transportation authorities or go to court if necessary. Our persistence is one of the main reasons why we win more than 99% of our court cases.

  • What does it cost? works on a 'no win, no fee' basis. This means that we only charge for our service when we win your case. Otherwise it's free.

    When we win your case, we charge 25% of the amount recovered + VAT. This means that: If you get an amount of €100, we will deduct €31.25 in total.

    This covers our entire service - even court cases when this becomes necessary.

  • Can I claim compensation on my own?

    Yes, everybody can contact the airline and claim compensation. But often, the airlines decline these claims with the excuse that the delay was due to 'extraordinary circumstances' and this can be difficult to disprove. This means, that you must be ready to bring the case all the way to court and pay different court fees. If you win, the airline has to cover such expenses.

  • Why should I use

    By using you can concentrate on other things while we deal with the airline. The airlines often complicate the process of claiming compensation for passenger. Our many years of experience and cooperation with some of the best lawyers are some of the reasons why we win more than 99% of our court cases!

  • How do I plant a tree?

    When you file a claim with us you get the chance to plant a tree at our expense, thereby supporting our cooperation with the Global Climate Institute on tree planting in vulnerable areas. After filing your claim you will receive an email from us when we accept your case. This email includes a tree ID number and a link to a website where this number can be used to plant a tree. When planting your tree you can choose between three different projects - you can read more about each project on the website. Once you have redeemed your tree ID number and planted your tree, you will receive a certificate that you can print and/or share on social media. It is absolutely free to plant a tree, and it is voluntary whether you want to take advantage of the offer. You can read more about our tree planting project HERE.

Filing your claim

  • How do I apply?

    To start your claim against the airline, you need to fill out our application form. Based on the information about your flight, the form will calculate how big a compensation you might be entitled to. If it appears, that you are entitled to compensation, you will be asked to fill in your contact information and submit your claim. Hereafter, we will go through the claim and let you know whether we can take your case or not.

  • What documents do you need to start my case?

    When we approve your case, we will ask you to upload a few documents that are required to handle your claim. We will ask for: A travel plan from you and your fellow travelers with name of passenger(s), time of departure, flight number, and booking number. Boarding pass or ticket can also be used. A Power of Attorney, signed by you and your fellow travelers, allowing us to handle your claim against the airline. A few airlines still request copies of photo IDs as well. This you will be asked to upload if your airline is among these. To be able to open your documents we ask you to send them in either pdf, jpg, or word format.

  • What if I can't find my travel plan, flight ticket or boarding pass?

    Travel plan or flight ticket
    Your travel plan / flight ticket is often e-mailed to the address you provided when you booked your ticket. You should be able to find it in your inbox, unless you have deleted the e-mail. Try searching for the airline's name in your inbox or in your trash folder. If you still cannot find the travelplan, you can login on the airline's website and download it again or you can contact customer support and ask for a copy.

    Boarding pass
    Some airlines and courts require a copy of your boarding pass to process your claim. If you have lost your boarding pass, and you are no longer able to download it when logging in on the airline's website, you can contact the airline or the travel agency from which you bought your ticket and ask for a 'Boarding Certificate'. A Boarding Certificate is equivalent to a boarding pass and can be used to process your claim.

  • How do I upload the documents you need to start up my case?

    To start up your case we always need your travel plan or flight ticket. Most often you will have received your travel plan (sometimes also called itinerary) or flight ticket by e-mail from the airline, travel agency or other provider. In some cases, you might have received it by post. It includes the name(s) of passenger(s), flight number, booking reference and the time of departure. If you have your travel plan or flight ticket on e-mail, you can either save the document on your computer and upload it from there. Or you can send it directly from your e-mail to (remember to include your claim number). If you only have your flight ticket or travel plan in printed form, you can either scan, save and upload it to above link or e-mail it to (remember to include your claim number in the e-mail). If you have a smart phone, you can take a picture of the ticket or travel plan and upload this or send it by e-mail to (remember to include your claim number in the e-mail). In some cases, the airline requests a copy of a valid photo ID. In these cases we will ask you to upload this or send it to us by e-mail as described above.

    Check your compensation

  • How do I sign my power of attorney electronically?

    To legally handle your case, we need a signed power of attorney from you. To make it as simple and easy as possible for you to sign the power of attorney, you can sign the document on your computer, tablet or smartphone. If you are using a computer, you can use the mouse as a “pen” to write your signature and, if you are using a tablet or a smartphone, you can use your finger. If your computer has a touchscreen, you can also use your finger to sign. If you experience that our system does not approve your signature, you can always delete the signature and create a new one by clicking “Delete” in the bottom right corner of the signature field. You can redo your signature as many times as you wish. Once you are satisfied with your signature, click ”Approve” in the bottom left corner to submit it.

  • Can I file a claim for more than one person?

    Yes, you can add the number of persons you wish to include in your claim under the application form. Please be aware, that we will ask for a Power of Attorney signed by all passengers included in the claim at a later stage.

  • How far back can I claim compensation?

    In Canada, you must file a request within one year from the day of the delay or cancellation. But be aware, that the expiration time can be shorter in the country where you started your journey. For this reason, we recommend that you file your claim for compensation as soon as possible.

  • Can I get a refund for other expenses caused by the delay?

    Yes, depending on the length of your delay, the airline must offer refreshments, accommodation, transportation, and free access to means of communication during the delay. If you've had any extra expenses in this regard or if you had to buy a new flight ticket, we can help you get these expenses covered by the airline. Please upload your receipts when you upload your travel documents.

  • Can I claim compensation for a flight which was paid by my employer?

    The compensation follows the passenger - not the one who paid the ticket. If you are delayed on a business trip, it is you as a passenger who can claim compensation. This is unless your company's travel policy states otherwise.

  • The airline refuses to pay compensation. Can I still file a claim at

    Yes, it is not unusual that passengers get wrongfully rejected when claiming compensation directly to the airline. We know what circumstances entitles you to compensation, and we can take the necessary legal steps in order to make the airline pay. If you have received an answer from the airline, please send it when you've filed your claim.

The process

  • How long does it take?

    When you file a claim at, it can take anywhere from a few weeks to a few years until you will receive your compensation. This is due to some airlines' long processing time or that they don't respond at all. If the airline won't pay, we might need an evaluation of the delay by the relevant transportation authority who respond within 6-12 months on average. If the case has to be filed at court, it will also take between 6-8 months until the court reaches a decision.

  • When and how will my compensation be paid out?

    When we have received your compensation from the airline, we will send a request for your bank information (IBAN/SWIFT). The request will be sent from our finance department using the email address: Please note that this is a different email address than the one you have received updates on throughout your case. For this reason, remember to check your spam filter. We will transfer your compensation from our bank in Denmark as soon as we have received your bank information. The transfer can take 5-10 work days. Your bank information cannot be abused by us or anyone else. IBAN/SWIFT can only be used for transfers to an account, not from an account. You can therefore safely share this information with us. In rare cases, the airline may pay out the compensation directly to you instead of us. In such cases, we will ask you to transfer our fee (25% + VAT) to us, as agreed in our contract.

  • The airline has contacted me directly. How should I act?

    This happens from time to time. As your legal assistant we take care of all the correspondence with the airline, so please forward the airline's inquiry to our case workers. Some airlines transfer the compensation directly to the passengers. If this is the case, please contact us right away so we can guide you on how to act.

  • Can two companies handle my claim at the same time?

    You can only receive one compensation per delay. In case, more companies are helping you, you can end up paying service fees to all companies, when your case is won. For this reason, it is important that you only file your claim at one company at a time.

Your rights

  • Which countries are covered?

    The Air Passenger Protection Regulations apply to ALL flights to, from and within Canada, including connecting flights.

  • How long should my flight be delayed before I am entitled to a compensation?

    To be covered by the rules for compensation, your airline should arrive 3 hours later than the scheduled time of arrival. If you are bumped from a flight because of overbooking, you can claim compensation immediately. You can try our calculator to see if your delay entitles you to a compensation.

  • How much can I get in compensation?

    The compensation amounts range between $125-$2,400 per passenger. How much you might get depends on the length of the delay, the size of the airline or the reason you have been bumped from your flight. When you have entered your flight information in our application form, you will get an estimate on how much you might be entitled to.

  • Can I claim compensation even if the airline paid my hotel or other expenses during the delay?

    Yes. You can still be entitled to an economic compensation even if you've been compensated for food and accommodation costs.

  • Can I get compensation for package tours or charter flights?

    Yes, the compensation rules of EU regulation 261/2004 also applies to package tours and charter flights. If you experience a flight delay or cancellation on a package tour, you can claim compensation directly through the airline or through the travel agency from which you purchased your package tour. collaborates with a range of travel agencies to ensure compensation for air passengers who are affected by flight delays and cancellations on package tours. We will be happy to help you get your rightful compensation.

    What is the difference between package tours and charter flights?

    A package tour is defined as a holiday which includes a minimum of two services/activities, e.g. transport, accommodation, meals, tour guides etc. in one all-inclusive price. Moreover, the duration of the holiday must be more than 24 hours, or include at least one stay over. A charter flight is when your flight has been arranged, or chartered, for a specific purpose.

  • How about lost luggage?

    Unfortunately, is not able to assist with compensation for lost or damaged luggage. We recommend that you contact the airline or your insurance company instead.

  • Can I also claim compensation for children?

    Yes, the EU-regulation applies to both children and adults. This means that children have the right to the same compensation amounts as adults, provided that you have paid for a seat for the child. Infants that travel for free with no seat are not eligible for compensation. If your airline has charged an administrative fee for your infant, you might be entitled to compensation, depending on the amount of the administrative fee.

  • What to do if the airline I travel with goes bankrupt?

    Unfortunately, cannot help with obtaining compensation in the event of bankruptcies. This applies to both new cases after the bankruptcy petition and existing cases created before the bankruptcy petition. Here is an overview of what you can do instead if an airline you are traveling with goes bankrupt:

    1. You purchased a package trip, but the airline goes bankrupt before your departure date
    Your travel provider has a duty to get you to your destination with an alternative airline. If this does not happen, you have the right to be reimbursed the full amount for your package tour. If you arrive with a delay due to bankruptcy, you may be entitled to a discount in the price. All inquiries regarding this must be made directly to your tour operator.

    2. You have purchased individual airline tickets, but the airline goes bankrupt before your departure date
    If your tickets are purchased using an international credit card (Visa, Mastercard, American Express or Diners Club), your bank may seek compensation on your behalf. All inquiries must be made directly to your bank.

    3. You purchased a package tour, but the airline goes bankrupt during your trip
    Your travel provider has a duty to bring you home from your travel destination with an alternative airline. If the bankruptcy results in extra nights at the destination, expenses for these must be covered by the travel provider. If the bankruptcy results in an earlier departure than planned, you are entitled to a discount in the price. All inquiries regarding this must be made directly to your tour operator.

    4. You have purchased individual airline tickets, but the airline goes bankrupt during your trip
    If your tickets are purchased using an international credit card (Visa, Mastercard, American Express or Diners Club), your bank may seek compensation on your behalf. All inquiries must be made directly to your bank.

    If you have private travel insurance, it is also a good idea to contact your insurance company for assistance.

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