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FREQUENTLY ASKED QUESTIONS

What can a flight claim cover?

A flight claim can cover several occurrences, if your flight was delayed for any time over three hours, if it was cancelled or if you were denied boarding the flight altogether. This can include connecting flights, as long as they departed or landed in the EU on an EU airline.

What is the law?

The law around claiming compensation comes from the EC regulation EU261/2004 which was created to compensate for the inconvenience suffered and time lost. This law applies to flights departing from the EU or landing in the EU on-board an EU airline.

For claims outside the EU, please contact our specialists by clicking here or call us on 0161 905 8419 we may be able to help you.

HOW DO I KNOW IF I CAN MAKE A CLAIM?

There are certain criteria which will need to be met in order to make a claim:

  • Your flight delay occurred within the last six years
  • Your flight departed from the EU or arrived in the EU on an EU-based airline. 
  • You were delayed for more than 3 hours.
  • The delay was not caused by an extraordinary circumstance. (Please see below for more details).

What are extraordinary circumstances?

If your flight was delayed or cancelled due to extraordinary circumstances, unfortunately you may not be able to make a claim. These circumstances include; acts of terrorism or sabotage, Industrial action, political or civil unrest, security risks, extreme weather conditions and hidden manufacturing defects.

Of course there are many circumstances that you can claim, for instance, if the plane is experiencing technical problems, if there has been accidents or damage due to animals, bad weather, cabin crew illness and under-staffing , or if you were denied boarding simply due to overbooking. If you believe that any of these circumstances apply in your case, contact us now to start your claim.

As you can imagine, these circumstances are quite broad and it can be difficult to place your case in one of these categories. Our helpful advisors and our free claims calculator will help you and your case, collecting evidence in order to prove your claim.

Are there any time limits?

There is a time limit of 6 years to bring a claim, we would advise to start your claim as soon as possible as you may still hold evidence and flight information which could be used to support your claim.

How much compensation will I receive?

This can range from £200 up to £500 per person (based on figures calculated in July 2016), this is dependent on the length of delay and circumstances of the case. This can also change due to the current exchange rate. Please use our free claims calculator to receive a free estimate.

Can I claim for my children or other family members?

If this was a family or group holiday you can bring a claim on their behalf. All that we require is that all individuals within the group signs our terms and conditions. We would also need authority from them in order for you to claim on their behalf. If there are individuals in the group who are under the age of 18, a parent or guardian can sign on their behalf. We can also give the option of sending their share of compensation straight to them, or back to you for distribution, as per the agreement when the claim is started.

I missed a connecting flight, which one can I claim for?

If you were delayed on one flight which then made you miss your connecting flight, and you arrived at your destination over 3 hours late, you can still claim. As long as the connecting flight departed or arrived in the EU and on an EU airline.

If you were delayed over 3 hours for both your first flight and your connecting flight, you may be able to bring two separate claims. This is dependent on how the flights were booked, if you booked both flights under the same ticket, you will only be able to bring one claim. However if your connecting flight was on a separate ticket, you can bring two claims.

In the event that you do miss your connecting flight, your airline may offer you an alternative flight. This can be done through the use of another airline, in this instance you are still entitled to make a claim, so long as the alternative flight lands in your final destination three hours after it was scheduled to land on your original flight. The claim would be made with the original airline, as it is their duty to get you to your final destination on time. However, do bear in mind that under extraordinary circumstances, which are factors in which the airline cannot control, they will not be liable for the delay. Therefore you would not be able to claim under these circumstances (see above for examples of extraordinary circumstances). 

What if I was offered an alternative form of payment at the time of the inconvenience?

Under the law, the compensation should be paid in the form of cash, an electronic bank transfer, a bank order, or a cheque. However, if you have accepted another form of compensation and have signed a document to state that you will accept this for the inconvenience, you are unable to claim. If you chose not to accept the alternative offer given by the airline, or have not signed any documents stating you were happy to accept an alternative in place of money, Aeroclaim will be able to bring a claim on your behalf for a monetary value.

In the event of a long delay, the airline is required to offer passengers care and assistance, for example food, drinks, accommodation and cost of transport to the accommodation (for flights delayed overnight). The vouchers given from the airline for food and drinks does not affect your entitlement to make a claim. However, in the circumstance that the airline does offer you a discount or vouchers that goes towards a new ticket for future trips, accepting this will eliminate your rights to claim compensation from the airline. 

Can I still claim IF I didn’t buy the ticket myself?

As long as someone has paid for the ticket, you are entitled to make a claim. The aim of the current law specifies that airlines are required to compensate for the inconvenience and time lost, rather than money paid for the cost of the flight. For tickets purchased using air miles, the same rules apply; you will still be eligible to make a claim, given that the arrival time to your final destination is delayed by three hours or more. However, if the flight was completely free then you are unable to bring a claim. In addition, you cannot bring a claim if a staff discount has been applied to your fare, as the ticket price is required to be the current fare, which is the same for all passengers. 

How does the claim process work?

Please use our free claims calculator to find out if you are eligible to make a claim, you can also find out the estimate amount of compensation that may be payable to you. If you decide that Aeroclaim is right for you, we can issue out our claims pack either electronically or in paper format, once completed and returned to us, we could be starting your claim in as little as 24 hours!

We will contact the airline for you and attach supporting documents for your claim, whether we are successful or not, we will always keep you updated on the progress of your claim.

What happens if the airlines ignore the letters?

It is not uncommon for airlines to ignore letters from you directly; they have been known to advise passengers that you do not have a claim, when in fact you do. This is where Aeroclaim can help “with our experience in the claims industry”, we have claimed back thousands of pounds of compensation and work on specific time scales, and we also have experience within the claims industry. If the airline does not respond, Aeroclaim has a dedicated team of solicitors who will issue court proceedings on your behalf and fight your case.

Will I have to go to court?

If your claim needs to go to court, we will take care of this for you. We will attend on your behalf and fight your case. This does not require you to be present

What does No Win No Fee mean?

In the unfortunate event that your claim is unsuccessful, this means no charges will be made to you. For successful claims, our fees are 25% plus VAT and an administration charge of £40 per passenger.

How will I pay you if my claim is successful?

If we receive the compensation on your behalf, we will deduct our fee and send the remaining amount on to you along with a copy of our invoice and a receipt. Alternatively you can forward us our fee by cheque or bank transfer within 21 days of receiving our invoice.