FAQ

What is EUclaim?

Airline passengers can use EUclaim to obtain free advice concerning complaints they may have against airlines regarding delays, cancellation, denied boarding or downgrading.  By filling out the applicable information, EUclaim will give advice about the chances of a successful claim.  Many passengers have stated that they would prefer to file the claim themselves before using for instance our EUclaim ’no cure no pay’ system. EUclaim products have been tailored to suit the needs of these passengers. The methodology used by EUclaim is based on the official EU complaint form and the best 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. Our research has indicated that no airline to date has made this document available to its passengers, either online or offline. EUclaim has digitized this form and made it accessible to use.

What is a 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 verify that transport operators are treating all passengers in accordance with their rights. Depending on the situation, EUclaim will automatically select the applicable NEB.

Why file a complaint?

Because it is your right as an airline passenger. The European Union wants its citizens to enjoy a high level of protection in cases where airlines infringe upon their rights. Make use of your rights as a European citizen. If an airline does not validate your complaint you will be able to send your claim to the applicable national enforcement body.

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 on the area. EUclaim products are a representation of this experience and bundles this into an easy to use do it yourself product.

How does it work?

At the start of the form you indicate what situation best describes the incident that you experienced. After this step you have to answer a few basic questions as accurately as possible. EUclaim will then indicate if you have a chance of filing a successful claim. You will be provided with this advice and a filled out EU complaint form with standard letters directed at the airline and NEB for free.  Should you wish to continue after this point you can decide to buy a complaint package tailored to your specific situation. 

How much does it cost and what do I receive?

The initial advice and forms are free.  This consists of a cover letter to the airline and a completely filled out EU complaint form. You also receive a cover letter for the appropriate national enforcement body. The additional products we offer for a fee 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. This is an internationally acclaimed company that is specialized in online payments. This prevents attempts at fraud and/or theft.

Why should I pay for additional products?

The money paid is much lower than what commercial claim companies hold back on commission. With EUclaim you receive an immediate advice on the feasibility of your claim and allows you to retain control over the process and maintain direct correspondence with the airline over your claim.

The paid for products are designed to assist you in recovering your compensation much quicker and easier than simply pursuing the airline, 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 into an easy to use do it yourself product.

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.

Is there a way to contact EUclaim directly?

Should you encounter any problems while filling out the forms or using our products, you can use the following phone number to receive advice. The number is 0901-8800090 (25 p/min).

How often can I download my documents?

Once you have completed the form and payment had been accepted by us, you will arrive at 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.

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 succesful. You will receive 71% of the claim amount, minus 26 euros administration costs per passenger. When we are not able to solve your claim, you do not have to pay us anything.

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.

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