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Frequently Asked Questions

About EUclaim

What is EUclaim?

EUclaim helps airline passengers that have experienced a delay or cancellation of their flight or they have been denied boarding. Based on EC Regulation 261/2004 EUclaim helps passengers file a claim with the airline to claim compensation.

Why EUclaim?

EUclaim has several years of experience with passenger rights and has put this experience into the EUclaim products. EUclaim has built up a strong reputation in the aviation world with respect to passenger rights and is an expert in the area. EUclaim products are a representation of this experience and bundles this into an easy to use do it yourself product. EUclaim can offer an informed advise on your flight based on historical flight data collected by Lennoc B.V.

Where does EUclaim get their information

EUclaim uses the historical flight data collected by Lennoc B.V. from commercial and public sources from governments, airports, airlines and news media. In addition, the signals from commercial airlines (ACARS and ADS-B) is collected by EUclaim.

Flight information

Does EUclaim take weather into account when analysing a flight?

EUclaim processes over 60,000 signals per hour from weather stations set up at airports (METAR’s). These weather reports are consistent with the demands set by the World Meterological Organisation (WMO). All weather reports are stored in the EUclaim database and used when analyzing a flight.

What if the airport is closed by a stike or political unrest, etc?

EUclaim collects and archives hundreds of news reports concerning strikes of Air Traffic Controllers, political unrest and temporary closures of airports. This information is used when analyzing a flight.

When does EUclaim consider a situation as an extraordinary circumstance?

EUclaim combines flight data, weather reports and news items to judge if a flight falls within the scope of the EC Regulation 261/2004. Based on the extensive data EUclaim can quickly judge if a situation can be considered an extraordinary circumstance. An airline is not obliged to pay a financial compensation in the case of an extraordinary circumstance and EUclaim will not accept the claim on a no-win-no-fee basis.

Our service

What is No Win No Fee?

EUclaim works on a No Win No Fee basis. This means you only pay us a fee when we are successful. You will receive 73% of the claim amount, minus € 25 administration costs per passenger. When we are not able to solve your claim, you do not have to pay us anything.

I am not getting the option ’No Win No Fee’. Why?

There can be several reasons for this. If the flight does not fall within the scope of the EC Regulation 261/2004 we cannot assist you further. For example, a flight with a non-EU air carrier flying into the EU does not fall within the scope of the Regulation. It is possible that EUclaim does not have the means to file a claim against the airline because they do not have offices in the United Kingdom. It is also possible that, based on an investigation of the flight in our database, we believe there was an extraordinary circumstance that cause the disruption of your flight. If you wish to continue it is possible to file the claim directly with the airline.

What is your fee?

EUclaim works on a No Win No Fee basis. This means you only pay us a fee when we are successful. You will receive 73% of the claim amount, minus € 25 administration costs per passenger. When we are not able to solve your claim, you do not have to pay us anything.

Are there extra legal costs involved if EUclaim must issue proceedings?

There are no extra costs if EUclaim must go to court on your behalf. In the case of a positive outcome you will receive 27% of the claim amount minus € 25 administrative costs per passenger. If we lose the case you will not have to pay us anything.

My claim

Does EUclaim guarantee that I will receive compensation?

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.

How long does the claim process take?

After investigating the claim you have filed we create an online file for you and file the claim with the airline. As a rule of thumb, we give the airline 30 days to respond, after which we consider issuing court proceedings. It is unfortunately not possible to predict how long the entire process will take. We strive to reach a conclusion within six months of filing the claim but can not offer any guarantees. It is possible for a legal procedure to take several years. You can follow your claim in your online file.

Does limitation apply in my claim?

In the United Kingdom there is a limitation of six years for claims that fall under the scope of EU Regulation 261/2004. This means that a claim must be issued with the courts within six years after your flight date. At EUclaim you have up to five years after the date of the flight to file your claim because we need the time to prepare a case and contact the airline.

Does EUclaim always go to court?

EUclaim always contacts the airline on behalf of passengers concerning their claim. This allows the airlines to provide any possible evidence for extraordinary circumstances if they refuse the initial claim. Each claim is individually assessed by our legal team and we will only go to court if we believe that we can ensure a positive outcome in the case. EUclaim is not obliged to issue proceedings in all cases.

How do I change my e-mail address?

Please send your request for a change in e-mail address to customercare@euclaim.co.uk. Please mention your old and new e-mail address and we will then be able to make the relevant changes in your file.

How do I fill in a Power of Attorney?

Please print out a copy of the Power of Attorney for each passenger in the claim. Every adult must sign their own Power of Attorney (page 1) individually and with a pen. The Power of Attorney does not allow for digital signature. If there are under aged children in the claim the parents or guardians of that child must sign the first and second page of the Power of Attorney and fill in the relevant details of the child. Each Power of Attorney is specific to the claim and can only be used for that specific claim request.

Why do you need a Power of Attorney?

We require a signed Power of Attorney from each passenger in the claim so that we can legally represent you against the airline and in court.

Why must I fill in a Power of Attorney for my under aged child?

A claim on the basis of EU Regulation 261/2004 is an individual right for each passenger. With this Power of Attorney we will also be able to represent your child against the airline and in court.

Why do I have to send a copy of my passport?

We require a copy of your passport to be able to verify the name in the claim and to check the signature on the Power of Attorney. In addition certain airlines require a copy before they are willing to handle a claim. If it is necessary to issue legal proceedings on your behalf we will be able to verify to the courts that you have personally given EUclaim the authority to represent you in this case. EUclaim is bound by the Data Protection Act and your documents will not be sold to any third party.

What documents do I need to file a claim?

EUclaim needs several travel documents before we can pursue a claim for you. You can upload the necessary documents while filing your complaint. We need a copy of the following documents: - Booking confirmation - (e)Tickets - Boarding pass

How do I send the documentation to EUclaim?

To be able to handle your claim as quickly as possible we would prefer to receive any documentation electronically. It is possible to add documents to your claim request and online file. If you are unable to do this it is possible to send the documents via email (info@euclaim.co.uk) or fax (0031 575 563042). All documents will be added to your online file.

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 statement.

How will I be updated on the status of my claim?

You can follow the status of your claim by logging in at your personal online file. You can find your online file by clicking on 'MY claim' on our website. You will receive login details after filing the claim with us. In your online file you can find all the correspondence between EUclaim and the airline. Status updates will be visible here as well. You will receive a notification by e-mail when we have made any changes in your file.

What if the airline contacts me directly?

When you filed a claim with EUclaim and the airline contacts you directly, you should contact EUclaim immediately. You can reach us through your online file or by e-mail. It is possible that EUclaim already started a legal procedure against the airline for you and consequently had to cover the costs for this. When the airline pays you directly, we will send you an invoice for the costs we have made, in accordance with article 6.7 of our Terms & Conditions. Please always contact EUclaim when you are contacted by the airline before accepting any offers that are made.

How do I add my bank details?

You can only add your bank details to your online file. After you login on our website, you can click on ‘Bank Details’ and fill in all the relevant information. We must request that you fill in your International Bank Account Number (IBAN). This is the international version of your personal bank account number and your bank will be able to provide you with these details. It is not possible to send your bank details via email, live chat, phone or fax.

Can I file a claim for a baby?

If you travelled with a baby and did not pay for a ticket then it is not possible to file a claim. Passengers travelling for free (often children under the age of 2) or with a discount not available to the general public do not apply for compensation in accordance with the EU Regulation 261/2004.

Why did I only receive 50% of the claim amount?

As stated in the Sturgeon judgement, passengers travelling a distance of more than 3500 kilometers that arrive at their final destination with a delay of more than three hours but less then four hours are entitled to 50% of the financial compensation. The airline has offered proof that the arrival delay was less then four hours.

When do I receive my financial compensation?

As soon as we have received the financial compensation we will send you an e-mail with an invoice. Once your bank details have been added to your online file our administration department will make the transfer on either the 15th or 30th of the month. Please ensure that your bank details are filled in correctly in your online file.

Why have I not received any response from EUclaim?

E-mail providers such as Gmail and Hotmail sometimes consider our emails as spam. Please check all your email files and indicate that our e-mails are safe. You will then receive all our messages.

I forgot my password. What do I do now?

It is possible to create a new password for your online file. Please go to ‘MY EUclaim’ and click on ‘Forgot your password?’. By following the steps you will be able to create a new password.

I want to change my password. How do I do this?

It is possible to create a new password for your online file. Please go to ‘MY EUclaim’ and click on ‘Forgot your password?’. By following the steps you will be able to create a new password.

Who is Van Ameyde?

Van Ameyde is Europe’s leading claims processing company. EUclaim has appointed Van Ameyde to process claims from its customers in the UK. Van Ameyde will be able to issue proceedings on your behalf if the airline does not respond appropriately to the claim. Throughout the process you will always remain an EUclaim client.

Will EUclaim or Van Ameyde charge me anything if you need to start court proceedings?

No, we will bear the cost of issuing any court proceedings and arranging representation at any hearings. If you lose your case then you don’t have to pay anything. In a successful claim you will receive 73% of the claim amount minus a €25 administration charge.

Will Van Ameyde take every case to court?

EUclaim and Van Ameyde will only take a case to court if we believe there is a chance of a positive outcome. The case will always be filed with the airline directly first. Based on the response from the airline our legal department will investigate the claim further. We are not obliged to take the claim to court

Regulation 261/2004

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.
FAQ

Has your flight been delayed or cancelled?

With EUclaim you can receive up to € 600 compensation.

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YOUR RIGHTS AS PASSENGER

Was your flight cancelled or delayed? Or did you miss your connection? In such cases, EUclaim helps you to assert your claim under EU law without the complications of doing it yourself.

Using our compensation calculator you can check what you are entitled to in just a few seconds. EUclaim and a team of solicitors can then assert your legal claim for you.

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WHY CHOOSE EUCLAIM?

  • 160,104 passengers have benefited from our service
  • EUclaim has a success rate of 97% on all cases
  • EUclaim has already earned over € 40.6 Million for our customers
  • EUclaim works for you on a no win-no fee basis. This means no risk and no hidden costs.


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WHAT OUR CUSTOMERS SAY

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The process took a while but was successful. Euclaim fees were fairly high...
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