Below you can find the answers to most questions you may have. Can’t find your question? We are here to help! Our Customer Care team is available to answer your questions from 07:30 a.m. to 04:30 p.m., Monday to Friday via telephone number 020 3318 3583, via email email@example.com and via our own personal live chat.
What does EUclaim do?
Why choose EUclaim?
With over 10 years of experience, we have built up a broad expertise in the field of passenger rights. As a result, we have established a good reputation and working relationship with airlines. With our unique extensive in-house database of historical flight, weather and other relevant data powered by Lennoc B.V., we are in a position to resolve your flight claim more efficiently and effectively than anyone else.
How will I be updated on the status of my claim?
You will receive a notification by email when we make changes to your file. For all developments and updates, you can log into your online claim file and click on the ‘Communication’ tab. This gives you the most up-to-date information with what is happening with your claim.
How long does the claim process take?
After accepting the claim, an online file will be created for you and the claim will be filed with the airline. We are obliged to allow the airline sufficient time and opportunity to respond to the claim. Should they not respond, or refuse to pay compensation, our solicitors will be instructed to commence legal proceedings. It is unfortunately not possible for us to predict exactly how long your claim will take this depends on how the airline is going to react. We hope to conclude your claim successfully within six months but cannot guarantee this. You will always be kept up to date on the progress of your claim. Click here to find out more about claiming with EUclaim.
Which travel documents are required when submitting a claim?
To be able to properly investigate your flight and, if necessary, prove to a court of law that you had a valid booking for the flight, we require a copy of the following:
- Booking confirmation and/or
- E-Ticket(s) and/or
- Boarding pass(es)
You can upload these documents directly when submitting your claim. It is also possible to add them to your online file later.
What are the costs?
EUclaim works on a no-win, no-fee basis. This means you only pay us a fee if we are successful in getting the airline to pay the compensation. In this case you will receive 75% excl. VAT of the claim amount, minus a £25 administration fee per passenger. If we are unsuccessful, you won’t have to pay us anything.
Are there extra costs involved if legal proceedings have to be issued?
No, there are no extra costs if our solicitors issue legal proceedings on your behalf. If the outcome is positive you will receive 75% excl. VAT of the claim amount minus £25 administrative costs per passenger. If the case is unsuccessful you will not have to pay anything.
About Regulation 261/2004
What is EC Regulation 261/2004?
EC Regulation 261/2004 is a piece of European legislation that was created to ensure that the rights of airline passengers are 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 operated by an airline registered in the EU.
When will a situation be considered as an extraordinary circumstance?
Before accepting a claim, our experienced team of claim investigators will analyze flight data, weather reports and news items to ascertain whether the flight falls within the scope of the Regulation. Examples of extraordinary circumstances are medical emergencies, Air Traffic Control strikes, bad weather and political unrest. Airlines are not obliged to pay financial compensation under the EC Regulation 261/2004 if the problem with the flight was due to an extraordinary circumstance that they cannot be held responsible for.
Can I file a claim for a baby?
Passengers travelling for free (often children under the age of 2), or with a discount not available to the general public, are not entitled to compensation under the EU Regulation 261/2004.
Does limitation apply to 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 filed with the court within six years after your flight date.
What happens with my personal information?
EUclaim treats your personal information confidentially and will not provide this to third parties. For more information please consult our privacy statement.
How do I change my e-mail address?
To notify us of a change to your email address, please send an email to firstname.lastname@example.org providing us with your old and new e-mail addresses. We will then be able to make the relevant changes to your file.
How can I change my password for my online file?
You can change your password in your online file by clicking on ‘login details’ under the tab ‘my account’. As soon as you have changed the password you will be able to log in to your online file with the new password.
How can I add extra passengers to my claim?
In your online file you have the possibility to add extra passengers to the claim. You are able to do this up until the moment we have investigated and accepted your claim. To add another passenger, click on the tab ‘details’ in your online file, then on the button ‘add passenger’. This passenger will then be included in the claim against the airline.
Where can I fill in my bank details?
To fill in your bank details please go to your online file on our site. Under the heading ‘Bank data’ you can fill in all the necessary information for us to be able to transfer the funds to you directly.
How do I send documentation to EUclaim?
To be able to handle your claim as quickly as possible we would prefer to receive any documentation electronically. You can upload documents to your claim request and/or online file. If you are unable to do this, you can send documents by email: email@example.com or fax: 0031 575 563042. All documents received will be added to your online file.
Why has my passport been anonymized?
You can find the by you uploaded documents in your online file. Privacy sensitive information on the by you added passport or identity card has been anonymized by our legal department using black markings. This way, we can guarantee your privacy at all times.
Why do I have to 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.
Why does a Power of Attorney form have to be completed for a minor passenger?
It is not possible for minors to represent themselves in legal matters. If it is necessary for us to issue proceedings on behalf of passengers that are under aged they must have a ‘litigation friend’ that will represent them. We must therefore ask that a parent or legal guardian sign a power of attorney on behalf of the minor. We can then represent them in court.
What is DocuSign?
EUclaim uses DocuSign so that you can electronically review and sign the necessary documents in just minutes. It’s safe, secure, and legally binding. Whether you’re in an office, at home, on the go or even across the globe - DocuSign provides a professional trusted solution for Digital Transaction Management.
How do I fill in a Power of Attorney/Contract of Assignment with Docusign?
All the passengers in your claim will receive an e-mail from DocuSign. When you click on ‘Review & Sign’ you will be sent to the secure DocuSign environment. Here you can review the contract and electronically sign the relevant page within the document. DocuSign will automatically lead you through the document and instruct you where you can sign your name and (if applicable) sign on behalf of any under aged children in the claim.
Why do I see so many empty pages in my DocuSign document?
Our system has created one DocuSign document to be signed by all the passengers in the claim. If there are, for example, four passengers in the claim, you will see at least four identical Power of Attorneys or Contracts of Assignment. This document will be sent to each passengers’ email one by one for signature. Once all the passengers have signed the document we will be able to continue with your claim. DocuSign will lead you through the document and ensure you sign on the relevant pages in the correct spaces.
Claim transferred to Bott
Who is Bott & Co?
Bott & Co is a UK specialist no-win, no-fee consumer rights solicitors firm with particular expertise in flight delay claims. They are the most experienced and trusted solicitors on flight delay compensation rights in the UK.
Why is my claim being transferred to Bott & Co?
Bott & Co are the leading solicitors firm in relation to flight delay claims. They are able to represent you in your claim against the airline and, if necessary, in the English court of law.
Will Bott & Co take every case to court?
Bott & Co and EUclaim will only take a case to court if we believe there is a chance of a positive outcome. The case will always first be filed with the airline directly. 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.
Why am I only entitled to 50% of the claim amount?
As stated in the Sturgeon judgment, passengers travelling a distance of more than 3500 kilometers who arrive at their final destination with a delay of more than three hours but less than four hours are entitled to 50% of the financial compensation. The airline has offered proof that the arrival delay was less than four hours.
When will I receive my financial compensation?
Once the airline informs us that they have agreed to pay the compensation, it takes on average between 6-10 weeks before we receive the funds into our account. As soon as we have received your compensation, we will arrange to transfer the funds, minus our success fee and administration costs, to the bank account you have specified in your online file. Our payment dates are the 15th and 30th of the month. Should these dates fall on a weekend, we will make the payment on the Friday before.
What if the airline offers to pay me directly or sends me a cheque?
Always contact EUclaim before accepting any offers from the airline. If the airline pays you directly, you should contact us immediately. You can contact us by email or by sending a message via your online file. In accordance with article 6.7 of our Terms & Conditions, an invoice will be sent to you for our services.