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FAQ

Still not sure how flight delay or flight cancellation compensation works? We can help. Check out our most common questions.

Submitting Claims

How do I submit a claim?

Getting started is easy. Let us check your flight details to see if you’re eligible for compensation. Just follow the steps and we’ll guide you through the entire process. If you get stuck, or aren’t sure what to do next, we can help. Please contact us via email or call us at 1-888-345-9126.

How much compensation am I eligible for under EC 261?

The amount of compensation you’re eligible for depends on the itinerary of your flight. If you recently experienced a delayed, cancelled or overbooked flight, you can check your eligibility or use this chart as a reference.

If you’re flying to or from Europe, you could be entitled anywhere from €125-€600. The amount of compensation depends on the distance of your flight:

*The airline may reduce your compensation by 50% when the delay – after re-routing was offered and accepted – was less than the 2,3, or 4 hours depending on the length of the flight.

**The compensation is due immediately and irrespective of any offered re-routing.

How long does it take for the airline to respond to my compensation claim?

The time to process a claim varies on a case-by-case basis, depending on the airline (some airlines are more responsive than others). We communicate regularly with the airlines to ensure a positive response. In many cases, passengers receive their money in ~6-8 weeks.

The airline gave me a voucher or air miles. Can I still submit a claim?

As long as you accepted an amount or a travel credit lower than that specified by regulation EC261, you’re still entitled to additional compensation. For example, if your flight within the EU is eligible for €600 compensation and you accepted a travel credit of €400, you’re still entitled to receive an additional compensation of €200. It’s also important to remember that, if you haven’t yet used the travel credit – you can request to be paid in cash for the full €600.

Can I cancel my claim?

Once you’ve submitted your claim to Airline Payback, you may cancel your claim within 14 days. However, you cannot cancel your claim if we have already informed you that the airline has agreed to compensation. Please review our Terms and Conditions for more information.

How can I check on my claim status?

We notify you immediately when there is any new information about your case. Plus, we send bi-weekly email updates to let you know we’re staying on top of your claim. You can also check the status of your claim by going to the ‘My Claim Status’ page on our website or contacting us directly.

What should I do if the airline contacts me after my claim has been submitted by Airline Payback?

Occasionally, the airline may contact you as soon as they receive the claim submitted by Airline Payback in an effort to offer you other forms of compensation (other than cash), or to get you to accept less money.

If this happens, please get in touch with us immediately via email or Contact Form. You can also call us at 1-888-345-9126 and we’ll be happy to assist you. You don’t have to settle. We’re here to help you get the full compensation you deserve by law.

Can I submit a claim on behalf of someone else?

Sure, you can submit a claim on behalf of others you were travelling with (e.g. spouse or children). You can also submit a claim for affected passengers without being a passenger yourself.

While you cannot list yourself in the actual claim if you did not travel, you can always act as the contact person for another traveler. Just be sure to provide email and telephone contact info for both you and the affected passenger.

And note – only passengers themselves receive actual compensation – regardless of who originally paid for the trip or created the claim (e.g. an employer or relative).

I accepted a refund. Can I still submit a compensation claim?

As long as your flight is eligible for compensation under EC 261 and you were given less than 14 days’ notice, you may be eligible for both a refund AND compensation.
You are NOT entitled to compensation if:

  • You have received at least 14 days’ notice of cancellation; or
  • You have received between 7-14 days’ notice BUT you have been offered an alternative flight departing no more than 2 hours before your original departure time and arriving at your final destination less than 4 hours after your original scheduled time of arrival; or
  • You have received less than 7 days’ notice BUT you have been offered an alternative flight departing no more than 1 hour before your original departure time and arriving at your final destination less than 2 hours after your original scheduled time of arrival
  • If the airline can prove that the cancellation was caused by an ‘extraordinary circumstance, which could not have been avoided

In any case, be sure that you did not sign a waiver or release when you received the refund (which would release the airline from having to provide any additional compensation).

If you’re not sure whether you’re eligible or not, please contact us via email or call us at 1-888-345-9126.

Is there a time limit to file a claim?

The time limit to file a claim varies from one country to the next. And here’s the tricky part: the country in which you make a claim is not determined by your citizenship or residence – it’s determined by where the headquarters of the operating airline is located (or in other words, what court has jurisdiction over the business concerning the airline).

Since the limitation period varies so greatly (from as little as 12 months to 6 years or more) and airlines do go out of business, it’s a good idea to check with us directly so we can better understand the details, itinerary and unique conditions of your situation. Please contact us via email or call us at 1-888-345-9126.

Not sure if you qualify?

Fees/Payouts

How much does your service cost?

Checking your eligibility and submitting a claim is absolutely free. You pay nothing upfront. We don’t get paid unless you receive compensation from the airlines. When we succeed, our total commission fee is 25% (tax included).

How and when will I receive my compensation?

We offer secure and quick methods to pay out compensation (including PayPal, check or bank transfer). Once we receive compensation from the airline, we will notify you via email immediately – and ask you to log into your account on the ‘My Claim Status’ or call us directly at 1-888-345-9126 to select your preferred payment method.

The time to process a claim varies with each case, depending on the airline and details of the legal situation. We do make every effort to make the claims process go quickly while ensuring a positive response. In many cases, passengers receive their money in ~6-8 weeks.

How will I know I’ve won my compensation claim?

We notify you immediately whenever there is ANY new information about your case.

You can always check on your claim by simply logging into your account on the ‘My Claim Status’ page on our website. Plus, we send bi-weekly email updates to let you know we’re staying on top of your claim.

Do the airlines ever reduce the compensation amount?

Depending on your circumstances, it is possible that compensation may be reduced by as much as 50%. This can happen when the airline has offered you a replacement flight and the arrival time at your final destination doesn’t exceed the following:

  • 2 hours later than the specified arrival time for the original flight (segments up to 1500 km)
  • 3 hours later than the specified arrival time for the original flight (segments between 1500-3500 km)

3 hours later than the specified arrival time for the original flight (segments over 3500 km)

Will I still have to pay if I lose my case?

Absolutely not. There is ZERO risk to you, because we don’t get paid unless we help you win your claim.

Does it cost me anything to receive my compensation from Airline Payback?

When we succeed in winning your compensation claim, our total commission fee is 25% (tax included).

You can elect to receive payment via PayPal (for free) or via check or bank transfer (which includes an additional bank transfer fee that is subtracted from your compensation payout).

Why would you need my bank details?

We take your security very seriously, so we only ask for information we need to fight for your claim or pay out compensation.

If you elect to receive payment via bank transfer, in order to transfer money to the account of the person named as the claimant on the case, we ask for bank and routing information. This information is used solely to credit or transfer funds into your bank account. Please note that there is an additional bank transfer fee that is subtracted from your compensation payout.

What happens if the airline wrongfully rejects my claim for compensation?

If we don’t succeed and the airline has unfairly rejected the claim, we take a another look at available options. Sometimes, an initial rejection or judgment allows us to pursue a different claim. We’ll still continue to fight at no additional cost to you.

Ready to fight for your money? Don’t let the airlines win.

Documents

What documents do you need to file my compensation claim?

Like you, we hate paperwork – that’s why we try to keep it to a minimum and only ask for information that pertains to your claim.

Once you’ve checked eligibility and submitted your claim form, we usually need the following documents:

  • Signed Assignment Form (Power of Attorney)
  • Copy of your electronic ticket (email Itinerary)

In some cases, we may need a copy of your passport (photo ID) and written confirmation of the reason for disruption from the airline (if possible). We will notify you if any other information is needed.

If you have any other flight documents such as booking confirmations or boarding passes, it’s a good idea to pass those along as well. Depending on the airline and country court jurisdiction, we may need some additional documentation. We promise to respect your time, which is why we’ll always let you know exactly what we need, why we need it and how to find it.

What information do I need to provide to get my money when I win?

Getting paid is easy. All you need is a PayPal account with a confirmed email address. We’ll deposit your payment into your account and PayPal will notify you when it’s available.

You can also choose to receive your payment by check (which will be sent by mail) or via bank transfer.

If you choose the bank transfer option, we’ll need an IBAN and SWIFT number.

An IBAN is an internationally agreed-upon system to help identify bank accounts between national borders. It consists of up to 34 alphanumeric characters – including a country code, two check digits, your domestic bank account number, branch identifier and potential routing information.

Similarly, a SWIFT or BIC code is a unique ID code for both financial and non-financial institutions. It’s used when transferring money between banks – in particular for international wire transfers.

You can usually find both your IBAN and SWIFT/BIC on your paper statement or by logging into your online banking account.

You can also check with your bank directly to verify. 

What is an Assignment Form – and why do you need it?

An Assignment Form is simply the authorization allowing us to take the appropriate legal steps in your name so we can collect compensation from the airline.

It lets us represent your claim on your behalf and makes it easier for us to get your money more quickly.

Do I have to upload all my documents online – or is there another way to send them to Airline Payback?

While we understand that uploading documents may seem like a hassle, it’s the fastest and easiest way for us to ensure that we file your claim, build your case and get your money as quickly as possible.

Once you’ve checked your eligibility and submitted a claim, our team will get in touch with you via email and ask you to upload the necessary documents related to your flight itinerary.

You can also visit the ‘My Claim Status’ page and upload documents as follows:

  1. Log in to your account.
  2. Click on the ‘Add Documents’ link and select the files from your computer you want to add (we take PNG, JPEG and PDF).
  3. When you’re done uploading all documents, simply click on the ‘SUBMIT’ button.
  4. Once the upload has been completed, you’ll see the names of uploaded documents we received. You can also add more documents if needed.

Some documents may require an e-signature – we always let you know what we need and how to do it.

Why do you ask for a copy of my photo ID or a copy of my electronic ticket?

We simply need these documents to identify/validate your signature and verify the flight itinerary for which you are filing a claim.

Where can I find my booking reservation number?

You should have gotten an alphanumeric code (usually around 6 characters) from the operating airline in an email when you originally booked and purchased your ticket.

You may have printed the confirmation documents when they were sent. It can also be found on your electronic ticket or via airline mobile app.

What happens with my documents after you’ve received them? How do I know they’re safe?

We respect and value your privacy, which is why we take it very seriously. Our data protection policy on processing, sharing and storing of personal information complies fully with all EU data protection regulations, as well as GDPR (General Data Protection Regulation).

If you would like further information, read our Privacy Policy here.

What am I agreeing to by signing and submitting the claim form?

When you sign our Assignment Form, you are allowing us to legally represent you on your behalf in making a claim for compensation with the airline.

If you are the claimant, we ask you to sign his form. Please read it carefully before signing and submitting.

If there are other passengers listed in the claim, each of them will need to sign a separate form, allowing us to act formally as legal representatives on their behalf during the claim and compensation process. Parents can sign on behalf of minor children.

You also agree to:

  • Comply with the Terms and Conditions.
  • Give Airline Payback power of attorney, which we use to show the airline we are representing you legally. A copy will be sent to you via email.
  • Not communicate directly with the airline during the compensation process. In the event that the airline contacts you directly to try to settle your claim, you agree to:
    • Reconfirm to the airline that you gave Airline Payback authority to represent you and that you continue to maintain this authority;
    • Ask the airline to pursue settlement of your case with Airline Payback and;

Ask the airline to send the compensation owed you to Airline Payback

Ready to fight for your money? Don’t let the airlines win.

Your Rights

How do I know if I’m entitled to compensation?

If you have traveled in the EU and suffered a delay of over 3 hours, a cancellation, or an overbooking — and the airline is responsible — you may be entitled to compensation. To be sure, let us check your eligibility.

I’m not a citizen of the European Union. Can I still get compensation?

Yes. Under EU law (EC 261/2004), compensation is based on the details and circumstances of your flight, not your citizenship. That means, you can claim compensation even if you are not a European citizen.

My flight was cancelled. Am I eligible for compensation?

You may be entitled to compensation between €125-€600 depending on your flight distance AND the total delay at your final destination.

If you had been informed about the cancellation at least 14 days before the flight OR the airline can prove that the cancellation was caused by extraordinary circumstances, you are NOT entitled to compensation.

Be sure to check out the Your Rights page on our website for additional information.

How do I determine the final/total delay to my destination?

Delays are calculated on the time of arrival (not departure), which is the official time when the aircraft reaches its final destination and one of the doors open to allow passengers to disembark. For flights covered by EC 241, any delay longer than three hours allows you to claim financial compensation (except for extraordinary circumstances).

Check your original ticket. If you know your flight is delayed, take photos of the departure board or check-in counter – and when you arrive at your final destination, make a note of the time (better yet, take a photo or screen shot of the arrival time).

If you’re not sure whether or not your flight qualifies, or you have additional questions or details, Airline Payback will do a FREE check to let you know if you’re entitled to claim compensation.

Why should I claim compensation?

Flight delays and cancellations occur regularly in air travel. But when something goes wrong on a trip, most people don’t think they can do anything about it. Fortunately, in the EU, there are laws that have been put in place to protect passengers – which means you don’t have to let unexpected flight delays or cancellations cost you more time and money than they already have.

Under EU regulations, flight disruptions such as delays, cancellations, overbooking or missed connections mean you may be entitled to claim compensation of €250 – €600 per person, per flight, if the airline itself is responsible for the disruption.

If you have experienced a delay, cancellation or overbooking for a flight that started or landed in the EU and the operating airline is EU-based, let us check your eligibility now see if you are owed money.

My flight was delayed. Am I eligible for compensation?

If you reach your final destination and experience a delay of 3 or more hours, you are entitled to compensation between €125-€600 unless there the delay was caused by extraordinary circumstances (e.g. bad weather, air traffic control strike, security issues, etc.).

You may also be entitled to additional care or travel reimbursement depending on your unique situation. Check out the Your Rights page on our website for additional information.

My flight was overbooked. Am I eligible for compensation?

Depending on where you were denied boarding due to overbooking, you are entitled to different types of compensation. Use this chart as a quick reference:

Flights departing from or going to the European Union – up to €600, depending on the operating airline and length of delay in arriving at your final destination. You are also entitled to:

  • Phone calls
  • Food
  • Accommodation (if necessary)
  • Transportation to accommodations

Domestic flights in Canada – up to $800 (CAD), depending on the operating airline and the length of delay in arriving to your final destination.

Domestic flights in the United States – up to $1300 (USD), depending on the price of the ticket and the length of delay in arriving at your final destination. You may receive up to 400% of the value of your one-way ticket (for a maximum of $1300 USD).

My flight was delayed less than 3 hours – but the delay made me miss a connection. Can I still get compensation?

Air passenger rights are complicated, which is why many airlines make it difficult to claim the money you’re entitled to. Airlines know that, the harder they make it, the less likely you are to follow-through to claim your money.

For most flights within the EU, the answer is ‘yes’, since eligibility for compensation (under EC 261/2004) is based on the length of delay at your final destination.

As long as your connecting flights are part of the same reservation (i.e. the same booking reference number) and your missed connection makes you more than 3 hours late overall – you’re eligible for compensation.

Not sure if you qualify?

About Us

What is Airline Payback?

We help travelers who have experienced flight delays, cancellations, missed connections and have been denied boarding file a claim and fight for their rights to get the money they deserve.

We started Airline Payback because we believe there’s a better way to fight for your rights and get the money you’re entitled to. We may not be able to get back your missed event or your lost time, but we fight for your money on your behalf…so you don’t have to.

How can I contact Airline Payback?

Have more questions? Stuck with a document? Not sure if you’re eligible for compensation? We can help.

You can get in touch with us via email or Contact Form. You can also call us at 1-888-345-9126 and we’ll be happy to assist you.

When I filled out the form, the message said I’m not entitled to compensation. Now what do I do?

If you received this message, it’s likely that your itinerary or flight disruption doesn’t meet the eligibility criteria for compensation under EC 261/2004.

If you still believe you are eligible for compensation please contact us directly via email or Contact Form. You can also call us at 1-888-345-9126 and we’ll be happy to review your unique situation with you.

Can you help me claim compensation for lost luggage?

At his time, since it isn’t covered under EC 261/2004, we do not offer a service to claim compensation for lost or damaged luggage. If the regulations change or it becomes covered under Canada’s pending air passenger regulation, we will notify you immediately.

Why should I choose Airline Payback?
  • We believe people are more than a flight number, claim ticket or chatbot response. You deserve to be heard, respected and compensated.
  • Unlike the airlines, we treat you the way you should be treated. We respect your time, money and legal rights.
  • We believe filing a claim should be quick and easy. You get personalized, quick processing, clear communication and no surprise fees or hidden costs.
How do I use Airline Payback?

Getting started is quick and simple. Just visit the Check Eligibility page on our website and we’ll guide you through the process. If you have questions at any point, please get in touch with us immediately via email or Contact Form . You can also call us at 1-888-345-9126 and we’ll be happy to assist you.

How do I begin filing a claim for compensation with Airline Payback?

Getting started is quick and easy. Just visit the Check Eligibility page on our website and see if you are eligible for compensation. If you’re eligible, we’ll guide you through the process in just a few, simple steps.

If you have questions at any point, please get in touch with us immediately via email or Contact Form, . You can also call us at 1-888-345-9126 and we’ll be happy to assist you.

I still can’t find the information I’m looking for on your website. Now what do I do?

We’re here to help and available to answer any question regarding flight delay compensation, your eligibility and your rights as an air passenger. You can always reach us via email or call us at 1-888-345-9126

Ready to fight for your money? Don’t let the airlines win.

We fight for your money, so you don’t have to!

Don’t let the airlines win. They’ve cost you enough time and money. We help you file a
claim for the compensation you may be entitled to.