Still not sure how flight delay or flight cancellation compensation works? We can help. Check out our most common questions.
How do I submit a claim?
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?
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.
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?
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.
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.