Why is my claim taking so long?

While most cases are solved within a month, it is possible that a claim goes beyond this period. On average, it takes about 3 months (12 weeks) for an airline to pay the compensation to a passenger, however, there are many factors that may impact this timeframe. 

Since we only get paid if you get paid, it is in our mutual interest to do everything in our control to secure your compensation as fast as possible. 

That being said, there are certain aspects of the claiming process that are not subject to our control and direct influence. For instance, when a claim is filed, the burden of proof falls on the operating carrier who must issue an official statement on the case. The latter, however, isn’t always met, as we often receive incomplete, invalid, or no statements at all. In these cases the claim gets escalated to our Legal Team who work with the appropriate National Enforcement Body (NEB) to obtain a statement along with all required documentation. This process depends on the prescribed timeframes and the workloads of each NEB and may take up to 6 months. 

For more information about specific airlines, we invite you to visit our airline ratings

Why are you rejecting my claim?

If you have received an email from us indicating that your claim was rejected, it means that, unfortunately, you are not eligible to compensation under the EU Regulation 261/2004. 

Our team has investigated all the details surrounding your claim and concluded that the payment of a compensation by the airline is not applicable in your situation.

Such situations include cases where the disruption of the flight was caused by “extraordinary circumstances”. According to EU261/2004, Article 5(3), airlines are exonerated from liability and do not have to pay compensation if the disruption has been caused by extraordinary circumstances, beyond the operating carrier’s control.

Similar cases also include denied boarding which was caused by a reason other than overbooking. If you were denied boarding because of a problem other than an insufficient amount of seats on the plane, you are not eligible for compensation. 

Of course, since our promise to you is to work on a “no win, no fee” basis, you will not be charged for the work on your file and we have absorbed all relevant costs. 

I forgot my password: how can I change it?

You may easily reset your password at the login page. Click on the blue link “Reset it now” next to “Forgotten password?”. Fill out the field with the email that you used to submit your claim and click “Send”. You will receive an email with a link to reset your password. Note that you can only click on this link once! Check your “spam” folder if you haven’t received the email. Choose a new password and try to login with this new password.

If you still can’t reset your password, try the same manipulation in private mode: to open your browser in private mode, press the “ctrl”, “shift”, and “n” keys on your keyboard. 

If this doesn’t work either, please contact us at [email protected] with the details of the problem you are facing and a screenshot. 

Why do I get the same reply several times?

Our team is working hard to secure your compensation as fast as possible. After all, we only get paid if you get paid.

That being said, certain airlines fail to cooperate. Since our goal is to solve the case as fast as possible via an amicable agreement rather than taking the claim to court (which will take even more time), our team makes several efforts to obtain a statement. In these cases, even though we continue to work on your file, there are no major updates to share and you may not receive an automated update and our customer support agents will simply inform you that we’re continuing our efforts on obtaining a binding statement from the airline. 

We understand that this may be frustrating and thank you for your patience while the process lasts. Rest assured that our team works continuously on your claim as it is in our mutual interest to collect the compensation. In the event that the airline has failed to comply within the assigned period, our Legal Team will begin court proceedings. 

I made a mistake when submitting a claim: how can I edit the details of my file?

Contact us directly by email at [email protected] with your claim ID number and the information that you would like to modify. We will edit the details of your claim immediately.

Note that there are certain details which cannot be changed. For example, we cannot add a passenger to your claim after it was submitted and sent to the airline. Nor can we edit the email address you used to register and signed up with. We cannot modify the airports that you indicated or the date of the flight either. In these situations, we invite you to submit a new claim with the correct details and to contact us at [email protected] so we can delete the invalid claim. 

Can I cancel my claim?

As per the Terms and Conditions that you agreed upon when submitting a claim, you have the right to revoke the services of ClaimCompass without the need to specify any reason within 14 days after the agreement has been concluded. The withdrawal can be sent to ClaimCompass in any written form (letter, email) and does not need to be formal. For their convenience, clients may use this form.

You will receive an email indicating that we have closed your file with us. Since you have revoked our services within 14 days, there are no fees for cancelling your claim.

What is a Permission to Handle the Claim?

The Permission to Handle the Claim (also occasionally referred to as Power of Attorney) is your written consent by which you grant ClaimCompass the right to represent you before the airline, National Enforcement Body (NEB) and, if necessary, the relevant courts, in order to obtain your compensation pursuant to EU Regulation 261/2004. No other powers are granted to ClaimCompass other than claiming your compensation. 

Under EU law you have the right to be represented by a third party, but airlines and national enforcement bodies need to make sure that we are duly authorised to submit the claim on your behalf.

How can I sign my Permission to Handle the Claim?

To sign your Permission to Handle the Claim (Power of Attorney), simply log in your profile. You will be prompted to sign the document electronically by drawing your signature.

If you have received an email indicating that the airline requests a manually signed Permission and/or Power of Attorney, please print the document, date and sign it at the bottom, and return it back to us. You can either upload it to your profile or send it via email to [email protected]

If you notice that your profile states that your claim is complete, yet you have received an email asking that you sign a Permission to Handle the Claim, please contact us at [email protected]

I added a wrong airport. Can I change it?

Unfortunately, we are unable to manually edit the airport that you indicated when submitting the claim. 

We invite you to submit a new claim with the correct details and to contact us at [email protected] and inform us of the error so we can delete the invalid claim. 

Why is my payment taking longer?

While in the SEPA zone the only currency is the euro (€) and most of the transfers are done within the European Union, SWIFT transfers work on global level and may take up to 10 working days. 

Please allow up to 10 working days for the payment to arrive in your account if you are not located in the SEPA zone. 

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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