Questions & Answers

Freequently Asked Questions

General

You may be entitled to compensation if: - 1) a delay, cancellation or overbooking/denied boarding caused you to arrive at your final destination 3 hours or more later than scheduled; 2) and you departed from an EU airport or from an airport outside the EU to an EU airport with an EU airline. - In addition, with every delay or cancellation it will need to be determined whether the airline can be held responsible, meaning the delay/cancellation wasn't caused by force majeure.
How much compensation you are entitled to receive depends on the distance of your flight. You should receive: • € 250 - in compensation if the flight distance is up to 1500 km • € 400 - in compensation if the flight distance is between 1500 and 3500 km • € 600- in compensation if the flight distance exceeds 3500 km
The regulation sets out a number of 'extraordinary circumstances'. If the delay or cancellation was caused by such a circumstance, this sometimes constitutes as force majeure. In these cases, an airline may not be required to pay compensation. A volcanic eruption is an example of such a circumstance. A bomb threat at the airport and politic unrest are others. Airlines generally invoke 'extraordinary circumstances' in response to claims being brought, but that doesn't mean that is always just. That's why we make sure to assess this ourselves. You are not entitled to compensation when a flight is disrupted due to force majeure or for reasons not related to the airline’s operations. Examples include: • Weather conditions that are not suitable for the flight, natural disasters, • Airport operation disruptions , • Acts of terrorism or military actions. Your financial compensation may be reduced if you agreed to accept other forms of compensation proposed by the airline – e.g. gift coupons or discounts for another flight. If you have already accepted similar forms of compensation from the airline, it is important that you inform us about it.
Yes, the airline is required to pay the compensation per passenger. This amount is irrespective of how much you paid for your ticket, because it's meant to compensate you for the time you lost as a result of the delay, cancellation or denied boarding. So every passenger who travelled under a paid ticket should be entitled to receive this compensation.
This is often difficult to determine for passengers. The delay in arrival determines whether the flight falls under the compensation regulation: if this was 3 hours or more, passengers may be entitled to compensation. If you're not sure your delay was 3 hours or more you can submit your claim with us anyway. We will then assess what the actual length of your delay was and whether you're entitled to receive compensation.
Everything from the submission of your claim to the payout – on average takes about 15 weeks. However, depending on the complexity of the case, the airline, and internal regulations of the country that supplement EU 261 Regulation, the duration may slightly vary.
If the airline refuses to pay compensation for delayed flights, etc. we will review all of your flight-related materials and evaluate the reasons for the flight disruption. Then, we will contact you in person to discuss our next steps, and if necessary, seek legal action.
If you file the claim form in the system and receive a reply that we cannot satisfy the claim, most likely your flight disruption does not correspond to the definitions of Regulation (EC) No. 261/2004 regarding compensation entitlement. If you think there is a mistake in your claim, we recommend that you contact us by e-mail at support@3flightdelay.com
We work on a “No Win No Fee” basis. This means we won't charge you unless we succeed at claiming compensation, even if this requires legal steps. If we're successful, we will charge 25% (VAT incl.) of the total compensation. This is the lowest commission in the world!
Nothing – we will not charge any fees if it turns out that the customer is not entitled to compensation.
Your funds will be sent by bank transfer. To do so, we will ask your banking information after we receive your compensation.
Often, upon noticing that the recovery process is initiated in the name of the passenger, the airline contacts them directly and offers to close the case by paying a set amount of money. The amount offered by the airline could be significantly lower than what you are entitled to, therefore we recommend that you not accept the offer immediately, but contact a 3FlightDelay consultant first.
If you already signed a contract with another claim agency, you will have to resign your contract with them before making a claim with us
The airline is compelled to compensate the passenger who has suffered for the inconvenience of being delayed or cancelled. So, you can claim even if your ticket was bought by someone else.
F.A.Q.
Neither the amount paid for the ticket nor its category / class interferes with the legitimacy of the right to compensation. The type of airline is irrelevant, if your flight is eligible, you can get compensation for the inconvenience suffered. All flights are eligible for compensation, as long as they fall within the geographic boundaries fixed by the EU legislator: Arriving at an airport in an EU member State, Iceland, Norway or Switzerland with a community airline. Or leaving from an airport in an EU member State, Iceland, Norway or Switzerland.
Your flight is eligible if it is conformed to the two criteria: 1. Your flight suffered from a delay or a cancellation and your reached your final destination with more than 3 hours compared to the expected time. 2. Your flight was from a European Union country, OR to a European Union country and operated by a European airline.
Just like the booking reference, the eTicket is a document that helps us to identify the passenger and then to make a claim on his / her behalf. The eTicket number: Your eTicket number is a 13-digit number that uniquely identifies the airline ticket that was issued to you. You can locate your ticket number with: your boarding pass which was given to you at the time of check-in; or on your eTicket receipt which is issued to you by e-mail when the flight reservation is made. The booking reference: If you received an eTicket via e-mail, your booking reference is the six character alphanumeric code that appears on the right of the booking reference field.
As soon as there is new information regarding the enforcement of your claim, we will inform you immediately via e-mail. If you have not received any new information it means that there are no new updates regarding your claim at this stage of the process.
Often airlines think they can get away with not paying the correct compensation amount. That is when we take legal action. There are many costs involved, but none for you. 3FlightDelay will pay all the extra costs, including court fees and attorney fees, whether the case is won or lost. If we win you compensation after legal action, we charge the Legal Action Fee.
Yes, if the child is 2 or more years old. His/her parent should file a claim and sign a power of attorney
You need to sign a Power of Attorney to ensure that we have the authority to represent you in your claim against the airline. The airline will not accept a claim letter from our organization without the inclusion of such a document. Once we have a signed copy we will be able to file a claim on your behalf.
If you are not sure whether you are entitled to compensation – fill in a claim in our system, or write to us at support@3flightdelay.com and we will answer all your questions.

Specific Cases

F.A.Q.
Yes. According to the EU regulation, you can expect compensation, but it is important that you were travelling with EU-registered airlines. If you flew from an EU country with a stop outside the EU, you can expect compensation if you reached the destination more than 3 hours late.
Yes. Irrespective of the passenger’s nationality, the regulation applies to all passengers who departed from any airport within the EU or arrived to the EU on an airline registered in the European Union.
In all cases, the beneficiary is the person who travelled/was due to travel. Therefore, even though your ticket was paid for e.g. by your employer who sent you away for business purposes, or you received a ticket from your parents as a gift, or won it in a lottery – you are the person who experienced the inconvenience of a disrupted flight, therefore, you must fill in the claim form.
The carrier must provide you with free meals and drinks, access to two free calls, let you use e-mail or send a free fax. When you have to wait for a flight for one or more nights – you must be granted free accommodation in a hotel, including transport to/from the airport.
Of course! If you sought compensation independently, but the airlines rejected it, fill in our claim form and provide all the information you have received from the airline – including the reason why your claim was denied. If we see that the airline had no reason to reject your claim – we will take all necessary steps to ensure you get compensated. And keep in mind – you only pay the service fee if you receive compensation yourself.
You should be entitled to compensation if your total delay in arrival was 3 hours or more. However, you will need to have booked a connecting flight with sufficient time to transfer. Claiming compensation may also be difficult if your connecting flight was operated by a different airline or if your connecting flight took place outside the EU.
In the event of a cancellation, the airline is required to either offer you a new flight to your destination, or to refund you for your original ticket. In addition, you may be entitled to compensation, subject to the cause of the cancellation and whether this constitutes extraordinary circumstances. So just because the airline offers you a new flight (and/or care), this doesn't mean you're no longer entitled to receive financial compensation as well.
Yes, you would still be entitled to compensation in this case. The operating airline is always responsible for any delays, even when the flight tickets weren't purchased directly with them.
In the event of a long delay, the airline is required to offer its passengers care, meaning food, drinks and/or refreshments, hotel accommodation (if applicable, including transfer to the accommodation) and communication facilities. This is irrespective of the entitlement to compensation, which is based on the time passengers lose when they are delayed. So if you received vouchers from the airline to buy refreshments or meals at the airport, this doesn't mean you're no longer entitled to receive financial compensation. However, if the airline offered you vouchers or a discount to be used on an entirely new trip at some point in the future, accepting this could mean you waive your rights to further compensation in some cases.
Yes. Usually the value of compensations proposed by airlines is less than what you are entitled to under Regulation (EC) No. 261/2004. Even if you have already received a gift coupon, discount for travel, or an amount of money proposed by the airline, etc., you still may be entitled to further compensation under Regulation (EC) No. 261/2004, but it can be reduced, depending on the value of the compensation you have already received. If you accepted any form of compensation from the airline, please notify us as accurately as possible about it, including information about any documents you were asked to sign when accepting the compensation.
The rules of the directive do not provide a universal timeframe for the filing of claims, and leaves it to each country’s own claim terms. For example, in Germany the claim period is 3 years, in Luxembourg – 10. Limitation periods can be between 2 and 10 years
The rights of air passengers and the obligations of airlines are outlined in EU law by Regulation (EC) No. 261/2004. The document details the rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights.
Yes, you can expect compensation if the flight departed from any airport within the territory of the EU.