FREQUENTLY ASKED QUESTIONS

What you need to know about making a flight delay claim.

We are a well-established firm of solicitors specialising in flight delays and with over 10 years’ experience in the legal field. Our services are strictly no-win, no-fee which means that if we win your case only our success fee of 25% plus VAT and £25 admin per passenger is deducted from your compensation. We take pride in knowing that you will always receive the larger majority of your compensation regardless of the amount of work required to get your case settled.

You can rest assured that even if the claim is unsuccessful there are no fees or any risk of out-pocket-expenses. As your legal representatives we cover all court fees and legal representative’s costs should we decide court proceedings are required for your case. If the court case is successful these costs are recovered from the airline or simply written off if the claim is unsuccessful.

We understand the utmost importance of peace of mind when dealing with legal matters which is why we take out all the stress from inception and undertake all the necessary work right through to the conclusion.

Under the European Regulation EC261/2004, passengers can be entitled to up to €600 in compensation should they suffer a disruption with a delay exceeding 3 hours.

Flight DistanceDelay DurationCompensation Amount
Upto 1500kmDelay of 3 hours250
Between 1500km – 3500kmDelay of 3 hours400
Over 3500kmDelay between 3-4 hours300
Over 3500kmDelay over 4 hours600

In the event of a cancellation, if you were informed between 1-7 days prior to the scheduled departure of your flight, you are entitled to the amounts mentioned above. If you were informed 7-14 day prior to the scheduled departure, you will be entitled to 50% of the above compensation. Please note, this is in the case that you were not offered a rescheduled flight.

Right to care

Delay durationDuty of care
More than 2 hoursMeals and refreshments in proportion to the delay duration. Two free of charge telephone calls.
More than 5 hoursThe choice to abandon travel and claim a full refund or to be booked onto an alternative flight.
Overnight delayFree hotel accommodation and transport between the airport and place of accommodation.

If you meet the above requirements, you will be eligible for compensation as long as your disruption was not due to an extraordinary circumstance.

We like to make it as simple as possible to submit your claim so the only details needed are the departure and destination airports, scheduled flight date and passenger details. If you’re unable to locate the flight number then don’t worry, we will find this for you. To start your claim you can submit your claim details here.

Once we’ve received your claim details one of our dedicated Flight Delay members will be in touch with all the necessary information about your claim including the process and what to expect.

If you have kept any documentation such as the booking confirmation, boarding cards, luggage stickers then you can forward these to us.

Our claims process involve detailed vetting of your claim information, performing background checks and checking historical case laws to ensure validation of your case details. We’ll send formal legal letters of claim to the airline to respond with their decision. We’ll monitor and keep track of your claim so you’ll be kept up to date at every stage.

There are times the airline may not respond or attempt to disregard your claim; however as an experienced firm of solicitors we have processes in place to counter-act this practice. If airlines fail to respond to further chaser letters we can issue court proceedings or refer your case through a dispute resolution body to ensure a resolution. There are no court fees to pay if we litigate as we pay them on your behalf to ensure you are never at any financial risk. We’ll also claim interest from the airline for the time taken to reach an outcome.

If we win your case and we’ve received the settlement you can be assured that there will be no delay in sending your payment to you by bank transfer.

Timescales vary from case to case, the average timescale for the airline to provide their position of liability is around 8 weeks. Although, we can’t be certain when submitting your claim what approach the airline will take. Understandably, if a case goes through the Courts it will take longer than a claim settled prior to litigation.

An extraordinary circumstance is a situation that is not inherent in the normal activity of the airline and outside the control of the airline. Airlines are exempt from paying compensation if they can prove that a disruption rose from extraordinary circumstance.

The following situations constitute extraordinary circumstances:

  • Adverse weather conditions
  • Air Traffic Control restrictions
  • Hidden manufacturing defects
  • Foreign object damage

The following situations constitute non-extraordinary circumstances:

  • Technical faults due to poor maintenance
  • Airline staff strikes
  • Crew illness
  • Airlines system failures

A lot of airlines will wrongly reject a claim on the grounds of an extraordinary circumstance without providing the relevant evidence or explanation. We ensure that each case has a fair outcome and will take a claim to Court to obtain this if the airline is not willing to co-operate prior to litigation.

claim now

Have you had a flight delay, missed connection, cancelled flight or have been denied boarding in the last 6 years? If so try our free flight checker to see how much you may be entitled to in compensation for you AND your fellow travellers.

Start a Claim

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Aegean Airlines
Aer Lingus
Aeroflot Russian Airlines
Air Austral
Air Baltic
Air Canada
Air Europa
Air France
Air India
Air New Zealand
Air Philippines
Air Transat
Alitalia Express
All Nippon Airways
American Airlines
Aurigny Air Services
Austrian Airlines
Azores - SATA International
BMI Regional
British Airways
Brussels International Airlines
Cathay Pacific
China Airlines
China Eastern Airlines
Continental Airlines
Croatia Airlines
Czech Airlines
Delta Air Lines
easyJet
Egyptair
Emirates
Envoy Air
Ethiopian Airlines
Etihad Airways
Eurowings
Finnair
Flybe
Gol Transportes Areos
Iberia Airlines
Icelandair
Iraqi Airways
Japan Airlines
Jazeera Airways
Jet Airways
Jet2com
Kenya Airways
KLM Royal Dutch Airlines
Korean Air
LATAM Airlines
Lauda Air
Logan Air
LOT Polish Airlines
Lufthansa
Malaysia Airlines
Norwegian Air International
Pakistan International Airlines
Pegasus Airlines
Qantas
Qatar Airways
Rossiya Russian Airlines
Ryanair
SAS Airlines
Saudi Arabian Airlines
Singapore Airlines
South African Airways
SriLankan Airlines
Swiss International Air Lines
TAP Portugal
Thai Airways International
Thomas Cook Airlines
TUI - Thomsonfly
Turkish Airlines
Turkmenistan Airlines
Ukraine International Airlines
United Airlines
Vietnam Airlines
Virgin Atlantic Airways
Vueling Airlines
WestJet
Wizz Air