Question 1

How do Myflightrefund.com help you get compensated?

Accepted Answer

When you file a claim at Myflightrefund.com, 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.

Question 2

What does it cost?

Accepted Answer

Myflightrefund.com 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 receive an amount of €100, we will deduct €31.25 in total.

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

Administration fee per compensation size (EUR per passenger including VAT):

Compensation in accordance with EC 261/04 article 7 (1) a): EUR 78

Compensation in accordance with EC 261/04 article 7 (1) b): EUR 125

Compensation in accordance with EC 261/04 article 7 (1) c): EUR 188

Compensation in accordance with EC 261/04 article 7 (2) a): EUR 39

Compensation in accordance with EC 261/04 article 7 (2) b): EUR 63

Compensation in accordance with EC 261/04 article 7 (2) c): EUR 94

Question 3

Can I claim compensation on my own?

Accepted Answer

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. You can read more about your rights in EU Regulation (EC) No 261/2004.

Question 4

Why should I use Myflightrefund.com?

Accepted Answer

By using Myflightrefund.com 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!

Question 5

How do I plant a tree?

Accepted Answer

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.

Question 6

How do I apply?

Accepted Answer

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.

Question 7

What documents do you need to start my case?

Accepted Answer

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.

Question 8

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

Accepted Answer

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.

Question 9

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

Accepted Answer

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 info@myflightrefund.com (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 info@myflightrefund.com (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 info@myflightrefund.com (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

Question 10

How do I sign my power of attorney electronically?

Accepted Answer

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.

Question 11

Can I file a claim for more than one person?

Accepted Answer

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.

Question 12

How far back can I claim compensation?

Accepted Answer

In the UK, the statute of limitation for these claims is 6 years. 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.

Question 13

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

Accepted Answer

Yes, depending on the length of your delay, the airline must offer refreshments, accommodation, transportation, and the opportunity of two phone calls or e-mails 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.

Question 14

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

Accepted Answer

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.

Question 15

The airline refuses to pay compensation. Can I still file a claim at Myflightrefund.com?

Accepted Answer

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.

Question 16

How long does it take?

Accepted Answer

When you file a claim at Myflightrefund.com, 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 one of the European transportation authorities 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. The good news is that interest accrues on the compensation amount while the case is filed at court.

Question 17

When and how will my compensation be paid out?

Accepted Answer

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: post@e-conomic.com. 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.

Question 18

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

Accepted Answer

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.

Question 19

Can two companies handle my claim at the same time?

Accepted Answer

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.

Question 20

Which countries are covered?

Accepted Answer

All 27 EU member countries and several countries with connections to the EU are covered. This means that you can claim compensation for delayed, cancelled or overbooked flights to or from one of these countries. See the full list of countries covered by EU regulation 261/2004 here:

Austria (EU) - click here if your flight from Austria was delayed or cancelled
Belgium (EU) - click here if your flight from Belgium was delayed or cancelled
Bulgaria (EU) - click here if your flight from Bulgaria was delayed or cancelled
Croatia (EU) - click here if your flight from Croatia was delayed or cancelled
Cyprus (EU) - click here if your flight from Cyprus was delayed or cancelled
Czech Republic (EU) - click here if your flight from Czech Republic was delayed or cancelled
Denmark (EU) - click here if your flight from Denmark was delayed or cancelled
Estonia (EU) - click here if your flight from Estonia was delayed or cancelled
Finland (EU) - click here if your flight from Finland was delayed or cancelled
France (EU) - click here if your flight from France was delayed or cancelled
Germany (EU) - click here if your flight from Germany was delayed or cancelled
Greece (EU) - click here if your flight from Greece was delayed or cancelled
Hungary (EU) - click here if your flight from Hungary was delayed or cancelled
Iceland - click here if your flight from Iceland was delayed or cancelled
Ireland (EU) - click here if your flight from Ireland was delayed or cancelled
Italy (EU) - click here if your flight from Italy was delayed or cancelled
Latvia (EU) - click here if your flight from Latvia was delayed or cancelled
Lithuania (EU) - click here if your flight from Lithuania was delayed or cancelled
Luxembourg (EU) - click here if your flight from Luxembourg was delayed or cancelled
Malta (EU) - click here if your flight from Malta was delayed or cancelled
Netherlands (EU) - click here if your flight from Netherlands was delayed or cancelled
Norway - click here if your flight from Norway was delayed or cancelled
Poland (EU) - click here if your flight from Poland was delayed or cancelled
Portugal (EU) - click here if your flight from Portugal was delayed or cancelled
Romania (EU) - click here if your flight from Romania was delayed or cancelled
Slovakia (EU) - click here if your flight from Slovakia was delayed or cancelled
Slovenia (EU) - click here if your flight from Slovenia was delayed or cancelled
Spain (EU) - click here if your flight from Spain was delayed or cancelled
Sweden (EU) - click here if your flight from Sweden was delayed or cancelled
Switzerland - click here if your flight from Switzerland was delayed or cancelled
United Kingdom* - click here if your flight from UK was delayed or cancelled

*Regarding Brexit: In 2018, UK passed a bill that secures air passengers' rights after Brexit. So, the UK is also covered, but with its own rules that deviate slightly from EU rules. Myflightrefund automatically selects the rules that provide the highest compensation.

Question 21

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

Accepted Answer

To be covered by the rules for compensation, your airline should arrive 3 hours later than the scheduled time of arrival. For cancellations, it also depends on the time the airline informed you about the change. But you should be more than 2 hours late as a minimum. You can try our calculator to see if your delay entitles you to a compensation.

Question 22

How much can I get in compensation?

Accepted Answer

The compensation amounts range between 125-600 euro per passenger. How much you might get, depends on the distance of your flight, the length of the delay, and whether you are travelling to or from a country outside of the EU. When you have entered your flight information in our application form, you will get an estimate on how much you might be entitled to.

Question 23

Can I get compensation if the airline rescheduled my flight to an earlier flight?

Accepted Answer

Yes, you are entitled to compensation, if you were notified about your cancelled flight less than 14 days prior to your departure, and you were rescheduled to a flight which departed more than two hours earlier than originally planned. If you were notified about your cancelled flight less than one week prior to your planned departure, you are entitled to compensation, if you were rescheduled to a flight which departed more than one hour earlier than originally planned.

Question 24

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

Accepted Answer

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

Question 25

Can I get compensation for package tours or charter flights?

Accepted Answer

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. Myflightrefund.com 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.

Question 26

I missed my connecting flight. Can I get compensation?

Accepted Answer

Possibly you can. If the two flights are bought as a complete journey, with the same booking number, this type of delay might entitle you to a compensation as well. Try our calculator to see if it's possible.

Question 27

How about lost luggage?

Accepted Answer

Unfortunately, luggage is not covered by the EU regulation that we work under. We recommend that you contact your insurance company instead.

Question 28

Can I also claim compensation for children?

Accepted Answer

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.

Question 29

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

Accepted Answer

Unfortunately, Myflightrefund.com 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.

Question 30

When can I expect an answer from you?

Accepted Answer

Some periods are more busy than others but we strive to get back on you inquiry within 2-4 business days. If you need an answer before that, please do not hesitate to give us a call.

Question 31

When will you get an answer from the airline?

Accepted Answer

It differs from airline to airline how quickly they respond. And some airlines never respond at all. In case, we haven't heard from your airline after 6 weeks, we will take other legal actions in order to claim your compensation.

Question 32

My case is being processed by the transportation authorities. How long will it take?

Accepted Answer

Each country has its own transportation authority, that handles cases on delays and cancellations. The authorities handle the cases within 6-12 months on average. So please be patient in the meantime.

Question 33

My case awaits a court case. How long will it take?

Accepted Answer

Typically, it takes between 6-8 months from a case is filed at court till there is a result. We'll update you as soon as there is any news but please do not hesitate to contact us if you want an update in the meantime.

Question 34

Other passengers from my flight have already received compensation. When will I get my compensation?

Accepted Answer

The airlines handle each case individually. And unfortunately, it is not unusual that they pay compensation to some passengers but not to others. If you want to know the exact status of your case, please contact our case workers.