Why did you ask me to send you personal documentation, such as my ID?

In some cases, airlines and the National Enforcement Body will request a copy of an official, government-issued ID in order to validate the authenticity of the provided permission to handle your claim, which you signed at the time of submitting your claim. ClaimCompass will not share your personal information with any third parties other than the operating airline and the National Enforcement Body (where applicable), without your prior explicit consent. We are compliant with the latest EU data protection laws and have invested in military grade encryption.

Where can I find out about the status of my claim?

We’ve set up our systems to notify you via email as soon as there’s an update on your claim. This also updates the status, which you see in your personal profile on our website. If you have not received any emails from us, this means that we are still working on your claim and there are no new updates.

You may access your profile and find out the latest status of your claim here.

Can I also claim for any additional expenses caused by the flight delay or cancellation?

ClaimCompass offers help with flight disruptions as defined in EU Regulation 261/2004. Additional expenses are not part of the compensation amount. While you may be entitled to claim additional expenses, the procedures and the rate of reimbursement varies depending on the airline. Passengers must also be able to document the expenses and prove that the airline is at fault. You may find more information in our blog

How much does it cost to use ClaimCompass?

Nothing! There are no upfront costs to use our services as we work on a “no win, no fee” basis. We only get paid if our clients get paid, by deducting our 25% (incl. VAT) commission if the claim is successfully resolved. All other costs are on us, even if the claim is unsuccessful you will not be charged a dime for the work on your file. 

You may find more information on our Pricing page.

What is ClaimCompass’ Privacy Policy? Are you GDPR compliant?

ClaimCompass views data privacy as a fundamental component of doing business. Our data protection policy and practices are focused on processing, sharing and storing personal information appropriately and lawfully, while providing confidentiality, integrity and availability.

Our website and processes are compliant with the General Data Protection Regulation (the “GDPR”). Read more about our Privacy Policy here.

Where can I find my booking reference (PNR)?

A booking reference (also called Passenger Name Record, or PNR) is a 6-digit alphanumeric code that can be found on your booking confirmation and any emails you received from the airline or travel agency regarding your trip. All airlines require this code prior to accepting a claim for compensation. 

You can find your booking confirmation in your email correspondence with the airline and/or your travel agent. If you think you may have deleted this email, try searching for the airline name or the website you used to purchase your ticket in both, your inbox and trash folders. 

Why is it taking this long?

The process of obtaining a resolution on a claim depends on several factors, most of which are outside of our control. ClaimCompass is interested in settling your claim as soon as possible, and that’s why we’ve built a software which instantly validates and files the claim to the airline. 

However, airlines are not always cooperative and often issue incomplete or invalid statements, which requires further investigation. Moreover, in some cases airlines just completely ignore claims, which forces us to seek the expertise of National Enforcement Bodies or regional regulators. 

Our promise is to bring every claim to its full completion, that is, to either obtain the full amount of the applicable compensation, or validate beyond any reasonable doubt that the disruption was caused by extraordinary circumstances, in which case the airline is exonerated from liability. 

How long before I receive my compensation?

The process of obtaining a resolution on a claim depends on several factors, such as the circumstances, which led to the disruption, the available documentation, the different parties involved, as well as the overall cooperation of the carrier. That said, it is difficult for us to give an exact estimate of the time, which this may take. In our experience, the majority of our claims are closed within 16 weeks, however, certain cases could take longer.

If you’ve already submitted a claim, you will be notified via email every time there’s an update. If you have not heard from us, then we are still working on your file and there are no new updates. You may access your profile at anytime here.

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