FREQUENTLY ASKED QUESTIONS (FAQ)

EU 261 Regulations set guidelines for travelers to be compensated for delayed and canceled flights, but only under certain circumstances. Whether you are entitled to flight compensation from the airline for a delayed, overbooked or canceled flight depends on whether the starting and/or final destination is within the EU, how long and why you were delayed, and whether the airline is registered in the EU. The chart below can help you determine if you’re eligible for EU flight compensation.

I Flew from an Airport
With an EU Airline
With a Non-EU Airline
Inside the EU

Outside the EU

Keep in mind that you can easily be entitled to compensation, even if it says “no” in the schedule if you have had a connecting flight on the trip – this also applies to charter trips.

Does the chart say you’re entitled to flight delay compensation? There is one more qualification: The delay must not be due to what is called in the rules “extraordinary circumstances” – that is, things that are completely outside the airline’s control and which the airline could not in any way have predicted or prepared for. Weather is one example of an extraordinary circumstance – airlines don’t have to pay EU flight compensation if the delay is due to weather.

What counts as an “extraordinary circumstance” is a legal assessment, and it is usually here that the battle between the airline and TravelRefund’s legal team happens.

How much you can get in compensation from the airline for your overbooked, delayed or canceled flight depends on the length of the trip and how long you have been delayed when you arrived at your destination. Also, remember that the compensation is per passenger. Check out the EU flight compensation rules for more information on flight reimbursement amounts.

In addition to EU flight compensation, if your flight is delayed for more than 2 hours, you are entitled to:

A free meal and refreshment
A free phone call
In case of a delay of more than 5 hours, you will also be entitled to a free overnight stay (if necessary) as well as transportation to and from the airport during the stay. It’s important to learn what to do if your flight is delayed so that you can claim the vouchers and amenities you’re entitled to.

All airlines that are subject to the Air Passenger Rights as stipulated in EU Regulation (EC) 261/2004 must pay compensation for delays. Whether an airline must pay EU flight compensation depends on whether it is registered in the EU and also on the departure and arrival cities. Use the chart below to determine if your airline and flight fall within the regulations.

Air Route
EU Registered Airline
Non-EU Registered Airline
From and to outside the EU
No
No
From outside the EU to within the EU
Yes
No
From within the EU to outside the EU
Yes
Yes
From within the EU to within the EU
Yes
Yes

When your flight is canceled, the airline will rebook you on the first available flight to your destination city. While you wait, you’re entitled to free food and drinks. In addition, you must have free access to send emails as well as make two phone calls. If the rebooking means that you first travel the day after the scheduled departure, the airline will offer you free accommodation on a hotel and transport between the airport and hotel. If you have paid for food and drinking, or hotel accommodation, then you may require the airline to cover your expenses. Therefore, always remember to save your receipts.

If your canceled flight was a connecting flight, you can also choose to get a flight reimbursement and a return flight to your original airport. You may also be entitled to additional compensation based on the length of your delay until you are able to be rebooked. Check out our Flight Passenger Rights page for more information.

TravelRefund is a private company that helps delayed passengers claim EU flight compensation from airlines under EU 261 Regulations. We have the experience you need to win your claim and get the money you are owed.

At TravelRefund.com you can quickly and easily check if you are entitled to compensation by filling out our form. If you are entitled to compensation, TravelRefund will take care of filing your EU flight compensation claim and communicating with the airline – which can be very time consuming and frustrating for travelers. And, it will only cost you if we win the case!

Experience counts! TravelRefund is part of HornskovVindberg®, one of Denmark’s largest collection agencies. There is weight behind the words when we send a letter to the airlines. We follow the cases all the way to the door, and they know that. HornskovVindberg® is a partner with Denmark’s two largest debt registers, RKI and Debtor Registry, and we have many hours of experience in handling money recovery both inside and outside the court.

TravelRefund’s claims are handled by ACEA Law, one of the best in Europe at recovering EU flight compensation. We know how to fight for – and win – your compensation, and we won’t give up.

Finally, at TravelRefund there are no prepayments or fees. It’s straightforward “no cure, no pay,” and it does not cost you a penny if you do not get your compensation. Learn more about why you should choose us and give us a call today.

“No cure, no pay” means that you only pay something if we succeed in winning the case and the airline pays the flight delay compensation. When you receive your compensation, TravelRefund deducts a share, and you will receive your share according to our fixed fees! We’ll credit it directly to your account.

If, on the other hand, we fail to get you your compensation, you will not be charged anything and there are no hidden fees – in other words, our service will be free!

In order to process your case, we will use your personal information as well as information about the journey and where the delay occurred. In some cases, we also need a copy of the e-ticket to confirm your purchase of the trip. Some airlines require a photo ID to confirm your identity.

This may vary, but we will do everything we can to get your compensation as soon as possible. The time it takes to process a case depends on how long the airline takes to reply, whether they deny your compensation and whether we need to take them to court.

We follow up on all ongoing cases and push airlines to answer your request for compensation. If the claim is rejected, our lawyers will review your case and then we will bring your case to court. If the case goes to court, it may take more than 6 months before the case is completed. Give us a call if you have any questions about how to claim flight delay compensation.

You can always get answers to your questions by writing to us here or by calling our customer service at 0045 8282 8585.
It’s important that you always have a complete overview of what is happening in your case. Once you’ve filed a complaint with us, we start by double-checking the “formal” information – which airline was responsible for your flight, how long the flight was delayed, etc. This is what we do to make sure that we claim your EU flight compensation from the correct airline, as well as to calculate exactly how much compensation you are entitled to. Then we will send a letter to the airline and start the process of recovering your compensation.