Frequently Asked Questions

What is EUclaim?

Airline passengers can use EUclaim to obtain free advice concerning complaints they may have against airlines regarding delays, cancellation and denied boarding. EUclaim products have been tailored to suit the needs of these passengers. The methodology used by EUclaim is based on the most effective and quickest method of recovering your compensation.

What is the EU complaint form?

The European Commission has created, in conjunction with IATA (International Air Transport Association) and European member states, an official complaint form that has to be accepted by every airline and National Enforcement Body. EUclaim has digitalized this form and made it accessible to use.

What is an NEB (National Enforcement Body) and what do they do?

The EU rules oblige Member States to nominate or create ’National Enforcement Bodies’, whose role is to ensure that air transport operators are treating all passengers in accordance with their rights, and to enforce those rights if necessary.

Why pursue your claim?

Because it is your right as an airline passenger. The European Union created the Regulation to ensure that air passengers enjoy a high level of protection in cases where airlines delay or cancel flights. It cannot be overstated how much inconvenience is caused to passengers when a flight is cancelled, suffers a long delay or a passenger is denied boarding.

Why use the services of EUclaim?

EUclaim has built up several years of experience and a strong reputation in the field of air passenger rights and has put this experience into the EUclaim products offered for sale and its No Win, No Fee service. EUclaim products and services draw on this experience to create easy to use claim options. Based on our collection of historical (flight) data, we can advise you on the validity of your claim and offer you a variety of products to assist you.

How does it work?

For pre-selected flights you will be able to use our No win No fee claim service. We will handle all aspects of your claim for you, for instance we will pursue the airline and if the response is negative, and your flight is suitable, we may take your claim to Court for you. This service costs you nothing up front and only upon succesful recovery of your compensation will we deduct our fee of 27% from the recovered amount (plus an admin fee). The DIY package we offer for sale will assist you in collecting your claim against the airline. Airlines have a habit of rejecting claims without giving any supporting reasons or evidence for this. With our Refunddesk product you can approach the airline with details of what exactly happened to your flight using our cancellation or delay statement in support.

How do I use your website?

At the start of the process you indicate what situation best describes the incident that you experienced. For instance you could select the airline or the airport where the incident took place. After this step you will have to enter your flight date and your e-mail address. EUclaim will then indicate if you have a chance of filing a successful claim. You will be provided with this advice for free. Should you wish to continue after this point you can decide to buy a complaint package tailored to your specific situation or if applicable, sign up to our No win No fee claim service.

How much does it cost and what do I receive?

 The initial advice is free. You only pay a fee for our No win, No fee service if your claim is succesful.. The products that we offer for sale are tailored to your circumstances and are designed to help you recover your rightful compensation as quickly and effectively as possible.

How do I pay?

You can pay through the use of a credit or debit card. Payments are processed by Ogone. Ogone are leaders in processing online payments and meets the industries highest security standards to prevent attempts at fraud and/or theft. If using our No win, No fee service then our fee (plus an admin fee) will be deducted from the recovery and the balance sent to you

Why should I pay for your products?

If you would prefer to pursue the compensation yourself then the amount you pay for our DIY packs is much lower than what you would pay to us using our No win, No fee service. With EUclaim you receive an immediate advice on the feasibility of your claim and the products allow you to retain control over the process and maintain direct correspondence with the airline over your claim. The EUclaim products are designed to assist you in recovering your compensation much quicker and easier and have your full legal rights in mind.

Is EUclaim a law firm?

No. EUclaim is a company that has several years of experience with passenger rights and has put this experience into the EUclaim products. EUclaim bundles this experience and extensive flight database into an easy to use do it yourself product.

Does EUclaim guarantee that I will receive compensation?

No. EUclaim does not guarantee that you will receive compensation. You can however always ask EUclaim for its opinion on how best to proceed should you encounter any difficulties in pursuing your claim.

Is there a way to contact EUclaim directly?

Should you encounter any problems while filling out the forms or using our products, you should contact us at info@euclaim.com .

How often can I download my documents?

Once you have completed the form and payment has been accepted by us, you will be directed to your personal download page. At the same time you will receive an email containing a link that will allow you to return to the download page at your convenience. This will also allow you to save and print the documents whenever you are ready.

How long after the incident can I submit a complaint?

This is a difficult question to answer and the answer varies depending on where you can pursue your claim. Regulation 261/2004 does not specifically refer to a time limit and given that the rules vary in each Member State you should take action as soon as possible .

Where can I find the general terms and conditions?

You can find the general terms and conditions on this website using the tab at the bottom of the home page. You will be required to accept our Terms and Conditions prior to receiving any advice or purchasing any EUclaim products. You are encouraged to save a copy of the terms and conditions for your future reference.

 What happens with my personal information?

EUclaim treats all of your personal information confidentially and will not provide these to third parties. For more information please consult our privacy policy.

What is EC Regulation 261/2004?

EC Regulation 261/2004 is a primary piece of European legislation that was created to ensure that the rights of airline passengers were protected in cases of cancellation, long delays and denied boarding. The Regulation is applicable to all flights departing from a European country and to all flights arriving in a European country if that airline is registered in the EU.

What is the Montreal Convention?

The Montreal Convention is an international treaty that amongst others determines the responsibilities of an airline in the event of damages due to delays and damages to baggage. In the event of delay an airline can be held liable for damages sustained (these have to be proven) by a passenger.

Where does EUclaim obtain its flight data?

EUclaim procures flight data from available commercial and public information from authorities, airports, airlines and news media. Furthermore, signals from most of the commercial airplanes (ACARS and ADS-B) are received by EUclaim.

Does EUclaim take weather conditions during the flight into account?

EUclaim daily processes more than 15.000 observations from weather stations that are located on airports (METARs). These weather reports meet the requirements that are formulated by the World Meteorological Organization (WMO). The weather information is saved in EUclaim’s databases and used when a claim is investigated.

What if the airport is closed because of strikes, political unrest, etc?

EUclaim daily collects and archives many news sources with information about, for example, strikes by Air Traffic Controllers, political unrest, and temporary closing of airports or airspace. This information is also used when a claim is investigated.

How does EUclaim determine if there are extraordinary circumstances involved?

EUclaim combines flight data, weather reports and news reports to see if a flight is part of the European Regulation 261/2004. Based on numerous data EUclaim can easily determine if an airline can rightfully invoke extraordinary circumstances. The airline cannot control these situations. If an extraordinary circumstance is causing the delay or cancellation, the flight is not mentioned on the list of problem flights on our website and you are not entitled to financial compensation.

Is it possible to find a flight on the list that was delayed or cancelled because of extraordinary circumstances?

It is still possible to find flights on the list of problem flights where the delay or cancellation is caused by an extraordinary circumstance. Sometimes an airplane has to divert to another airport because one of the passengers on board has fallen ill and needs medical treatment. Furthermore, an emergency situation can occur during the flight. Airlines can pass on this information to the National Enforcement Body, who will keep a list of these flights. EUclaim will obviously mark these flights in its database as a flight with an extraordinary circumstance.