Frequently asked questions about flight compensation and FlightClaims services

1. What services do we offer?

We assist air passengers in claiming flight compensation from airlines in accordance with EU Regulation 261/2004. 

The right to compensation may arise if a flight was delayed, cancelled, rescheduled earlier or later, or if a passenger was denied boarding.

In addition to flight compensation, we also help request ticket refunds and reimbursement of additional expenses (e.g., hotel, taxi, meals, new flight tickets). 

Passengers can also contact us to check free of charge whether their flight qualifies for compensation. 

We do not handle claims related to baggage.

2. How much do our services cost?

Our service fee is 28 % of the compensation successfully recovered from the airline. If FlightClaims becomes subject to VAT, the service fee will be 25 % + VAT. 

If the compensation claim is unsuccessful, the service is free of charge for that claim. 

In case the flight compensation claim proceeds to court and the case is won, the client may receive back up to 75 % of the service fee paid to us from the compensation, thanks to additional claims.

3. When does the client pay for the service?

The client pays FlightClaims only after the compensation paid by the airline is received.

4. How long does it take to provide the service?

The duration of a flight compensation claim mainly depends on the airline and the specific case. As a rule, we submit the claim to the airline within a few days after receiving all the necessary documents.

If the airline accepts the claim immediately, receiving the compensation may take from a few weeks to a few months. If the airline refuses, the process may take longer depending on whether the airline can be convinced without court proceedings or whether legal action must be initiated.

In our practice, the fastest compensation payment was received within 2 days, while the longest successful case lasted over 2 years and involved both pre-court and court proceedings.

5. Which airlines do we have experience with?

We have extensive experience with claims filed against the following airlines: Lufthansa, airBaltic, LOT Polish Airlines, SAS, Finnair, Turkish Airlines, SkyUp, Wizz Air, Ryanair, Norwegian Air, Nordica and SmartLynx Airlines.

We have also represented clients in claims against the following airlines: KLM, Qatar Airways, Brussels Airlines, Austrian Airlines, Swiss Airlines, SriLankan Airlines, Air Europa, TUI Airways, United Airlines, Delta Airlines, TAP, Vueling, Corendon Airlines, Galistair, Air Dolomiti, SmartWings, Aeroflot, Ellinair, Tarom, Thai Airways, Heston Airlines, Skystream Airlines, SunExpress, Discover Airlines and Mavi Gök Airlines.

6. Is travel insurance required to claim flight compensation?

No. Passenger rights are protected by EU Regulation 261/2004, and travel insurance is not required to receive flight compensation. Compensation paid under travel insurance does not affect the right to flight compensation.

Under Estonian law, flight compensation can be claimed within three years from the date of the flight disruption. In other countries, the limitation period may differ.

8. Does EU Regulation 261/2004 also apply to charter flights?

Yes. EU Regulation 261/2004 also applies to charter flights if the flight departs from the EU or if the destination is in the EU and the flight is operated by an EU airline.

9. Can a passenger claim flight compensation if the ticket was paid for by a third party (e.g., a company)?

Yes. Flight compensation always belongs to the passenger, regardless of who paid for the ticket. The purpose of the compensation is to compensate the passenger for the inconvenience caused.

10. Is a child also entitled to flight compensation?

Yes. All children who have their own seat and a paid ticket have the same right to flight compensation as adults. An exception applies to children under the age of 2 who travel free of charge without a separate seat.

11. Can a passenger be entitled to multiple flight compensations during one trip?

Yes. If multiple flight disruptions occur during a single journey, the passenger may be entitled to multiple flight compensations.

12. How quickly must an airline refund the ticket price for a cancelled flight?

The airline must refund the ticket price within 7 days after receiving the passenger’s request.

13. Who must refund the ticket price if it was purchased through an intermediary? Is the service fee also refundable?

According to the Court of Justice of the European Union judgment in Case C-601/17, the airline must also refund the intermediary’s service fee if it was aware of that fee. Therefore, the airline is responsible for refunding both the ticket price and the service fee.