Frequently asked questions
- What does Flight-Delayed.co.uk do?
Flight-Delayed.co.uk specializes in assessing flight disruptions, such as delays, cancellations, and denied boarding, to determine your eligibility for financial compensation of up to €600 per person. We handle all evidence collection and communication with airlines, including legal steps if necessary, to ensure you receive your rightful compensation. Our expertise and commitment to transparency set us apart. Learn more
- Why Flight-Delayed.co.uk?
We possess the data, technology, and expertise to analyse each passenger case individually, ensuring your right to financial compensation is enforced. Our customer service is fast, easy, and transparent, delivered by our multilingual team of experts. What sets us apart is our unwavering commitment to transparency and superior customer service.
- Who or what is Yource?
Yource is our parent company and official name used in correspondence with airlines. Our service is available on various platforms across Europe, but the quality of service remains consistent, regardless of the platform you choose to submit your claim on.
- I forgot my password. What should I do?
If you forget your password, click 'Reset it now' under 'My Claim'. Enter your email, and you'll receive a link to create a new password. If you need further assistance, please contact our claims team via email. They're here to assist, but please remember they can't access your current password.
- I am trying to log in but the website is telling me it doesn't recognise my email address. What should I do?
You should log in using the email address associated with your account.
- If you receive an email address recognition error, please double-check for any possible spaces or typos.
- If the website informs you that the combination of your email address and password is incorrect, it indicates an issue with the password.
- I am unable to upload a document to your website. What should I do?
Please upload your necessary documents through the 'My Documents' section in your account.
If you can't do this right now, you're welcome to email them as attachments to firstname.lastname@example.org. When doing so, please be sure to mention your claim number in the subject line.
- Can I send documents to you by regular mail?
We kindly ask you to upload all the relevant documents via your online account. If this is not possible at the time, please notify our team via the 'Support' feature of your account, so they can indicate you alternative ways of communicating your documents to us.
- I have a question about my claim, can I reach the claims team by telephone?
- We only process claims in written form and are able to answer your questions in writing only, via your login account or email. This is key in making sure the dossier for your claim is built consistently and correctly, which may be of legal importance at a later stage. Additionally, this method will allow us to retrieve all relevant information in your dossier at all times. Questions will be answered within 5 business days maximum by our claims team via the login account or by email.
- You have asked me to sign a power of attorney form. Why is this necessary?
By submitting your claim to Flight-Delayed.co.uk you have signed a power of attorney authorising us to act on your behalf. The airline did not respond positively to our demand, but we still believe that you are entitled to compensation. That's why we want to take the next step.
The partner POA we are requesting grants us your authorization to proceed to the next phase. This form allows our lawyers/legal team/external partner to act on your behalf in the court of competent jurisdiction.
- The airline has requested my bank account details. Should I give these to them?
Occasionally, the airline might contact you directly for payment. We strongly advise reviewing the offer with our claims specialist team before sharing your details with them. You can do so by using the 'Support' feature in your account to send them a message.
Providing your bank details could signify acceptance of their offer. Please exercise caution when sharing bank or credit card details with third parties, as scammers may pose as airlines to obtain sensitive information. Never share your CVC code found on the back of credit cards.
When in doubt, you can reach out to us through your account and upload any emails you've received from the airline for assistance.
- Can I use my former login account for a second delay?
- You can; you can always submit an additional claim under your current login account by clicking on 'Check my flight'. On the page where you are asked to enter your personal details, the information you have previously given us will automatically be populated.If you are no longer logged in and you want to submit an additional claim, you will be asked for your password before your details are auto-populated.
- You have asked me to provide a copy of my identification. Why is this necessary?
In certain situations, we may require a copy of your passport or identification card for two specific reasons. Firstly, the airline needs to confirm if the information matches your booking details, ensuring you were indeed a passenger on the delayed flight. Secondly, they may want to validate the authorization by cross-referencing the signed power of attorney form with your passport.
We understand the importance of handling your documents with care. To protect against any potential identity theft, we recommend clearly marking the document as a 'copy,' including the date, and specifying the intended recipient company.
- Do you want to collaborate with Flight-Delayed.co.uk?
If you experience delays, cancellations or cases of denied boarding in your business or company, we can help you offer a claims service to your employees or clients. We can process your claim and change this negative experience into profit in time and money for both your company and customers. For more information on potential collaborations with Flight-Delayed.co.uk, please contact us via email@example.com.
- I'm interested in finding a position or internship with Flight-Delayed.co.uk. Where can I find your current job openings?
You can find our current openings on our page https://yource.recruitee.com/. If you are interested in any of the internship/job openings, you can directly apply from there.
- My question isn't answered here. What should I do?
- If you have a question that isn't answered here, you can always contact us via your personal login account (using the features 'Support' or 'Frequently Asked Questions'). We will answer your question as soon as possible (within 5 business days maximum). If you do not yet have a login account, please email us your question at firstname.lastname@example.org.
- When am I entitled to receive financial compensation?
The conditions to be entitled to compensation varies depending on the flight disruption. It depends on the lenght of the delay, or on when the airline informed you that your flight was cancelled. More information our Passenger Rights page.
- What constitutes extraordinary circumstances or force majeure?
Extraordinary circumstances, as defined by regulations, can sometimes be considered force majeure. Airlines may not be required to pay compensation if the delay or cancellation was due to such circumstances. Examples include volcanic eruptions, bomb threats, and political unrest. We evaluate these circumstances individually to ensure fair assessment. Learn more about extraordinary circumstances.
- What determines how much compensation I am entitled to receive?
The compensation amount depends on the distance of your flight. The minimum compensation you can receive is £220 and it can go up to £520 for long-haul flights. More details on our Passenger Rights page.
- Does the compensation apply per person?
Yes, compensation is payable per person and is not dependent on the ticket price. It aims to compensate you for the time lost due to the disruption, whether it's a delay, cancellation, or denied boarding.
- How do I know if my flight was delayed in excess of 3 hours?
Determining delay duration can be challenging for passengers. The delay in arrival is the key factor; if it exceeds 3 hours, you may be entitled to compensation. If unsure you can easily and quickly check your eligibility with our free Claim Calculator.
- My flight wasn't delayed in excess of 3 hours. Does this mean I am not entitled to receive anything?
If your flight wasn't delayed over 3 hours, you may not be eligible for compensation. However, you could still receive meals, refreshments, communication facilities, or accommodation if the delay exceeded 2 hours. Rules for cancellations differ from delays: you can get compensation if your alternative flight arrives at least 2 hours later than the initial cancelled flight.
- My flight was delayed (under 3 hours), causing me to miss my connecting flight. Am I entitled to compensation?
You should be entitled to compensation if your total delay in arrival was 3 hours or more. However, you will need to have booked a connecting flight with sufficient time to transfer. Claiming compensation may also be difficult if your connecting flight was operated by a different airline or if your connecting flight took place outside the EU.
- My flight was cancelled but the airline offered me a new flight. Does this mean I'm not entitled to compensation?
Airlines are obliged to offer you an alternative flight or a refund for your original ticket in the event of a cancellation. You may still be eligible for compensation, depending on the cause of the cancellation and whether it qualifies as extraordinary circumstances.
- I didn't book my flight directly with the airline but booked with a travel agent or other third party. Am I still entitled to compensation?
Yes; you would still be entitled to compensation in this case. The operating airline is always responsible for any delays, even when the flight tickets weren't purchased directly with them.
However: if your travel agent decided to rebook you on another flight but the original flight was operated on time you are not entitled to receive compensation, because in that case the airline cannot be held responsible for the delay you experienced.
- During my delay, I was offered food, drinks and/or accommodation by the airline. Am I still entitled to compensation?
Airlines are required to provide care during long delays, including food, drinks, accommodation, and communication facilities. This care is separate from compensation, which is based on the delay duration. Accepting vouchers or offers from the airline DO NOT waive your right to compensation.
- I incurred additional cost during or as a result of my delay. Can I reclaim these costs with the airline?
Airlines may reimburse expenses directly related to your delay, such as food or drinks at the airport or hotel accommodation during a lengthy delay. Keep your receipts for reimbursement. For losses such as missed holiday activities, hotel, etc, you need to check it with your travel insurance.
- Delayed and lost luggage
Delayed or lost luggage falls outside the delay regulation. Contact the airline or your travel insurance for assistance in such cases.
- Coronavirus and cancelled flights: what are my rights?
If your flight was cancelled because of the Covid-19 pandemic, airlines must refund the full price of your ticket within 7 days. It is possible that airlines try to offer you a voucher instead of a monetary refund — don't accept those as they often come with usage restrictions. We can also help you with getting a refund for your cancelled flight — fill in your flight details in our Claim Calculator and we'll take it from there!
- How do I submit my claim with Flight-Delayed.co.uk?
You can begin your claim by clicking 'Check my flight' and entering your flight details. In seconds, you'll know if you may be entitled to compensation. This check is commitment-free. If you wish to proceed, create an account, provide personal and passenger information, upload documents, set a password, and enter your email address. Click 'Submit this claim,' accept the terms and conditions, and our team will start processing your claim.
- What is a claim account?
Your Flight-Delayed.co.uk claim account enables you to submit, manage, and track the status of your claim. You can edit your online dossier, follow the progress on your timeline, and request assistance from our claims team if needed. Our "No win, no fee" policy ensures you won't pay us unless we succeed in claiming compensation. Login to your claim account.
- There were other people that I flew with. Can I submit a claim for them as well?
Yes, you can add multiple passengers to your claim, provided they traveled under the same booking. Separate claims may be necessary if the passengers had separate bookings.
- My children were on the flight with me. Should I add them on the passenger list?
Infants under 2 years old, who usually travel at a reduced rate or share a seat with a parent, are not entitled to compensation. If your children were under 2 at the time of your flight (the child had not yet turned 2 on the day of the flight), they should not be included on the passenger list in your account.
- I no longer have all of my travel documents. Can I still submit a claim?
- It's best to retain all travel documents (such as tickets, booking confirmations, boarding passes and emails from the airline), because you may be asked to provide them at a later point. If these documents are no longer available, having proof of payment of your original ticket may still allow us to process your claim. However, travel agents or even the airline itself can often provide copies of documents if requested.
- How long do I have to submit my claim?
Under European legislation, the limit to submit a claim depends on the flight route. The time limit is different for each country. For instance, in the UK, the statute of limitation is set at 6 years (5 years in Scotland), in France, you can claim for up to 5 years and in the Netherlands only for 2 years after your flight. The flight calculator on our home page takes these different criteria into account to provide you with accurate information about your compensation.
- How long does it take to submit my claim?
- Once you've submitted your claim with us, we will contact you within 3 business days to let you know whether your claim passed our secondary assessment. (Please note that if you wish for us to observe the legal cooling off period, we will wait to assess your claim until after this 14-day period has ended.) After this, the claiming process can commence. We will notify you of the steps we take via your login account and your timeline. The length of the process varies according to the number of steps we will need to take.
- Will you take the airline to court on my behalf?
- In some cases it's necessary to start a debt collection process or to initiate legal proceedings. We will cover the expenses for these steps, which means you will not be required to pay legal costs in the case your claim isn't successful. If we succeed at claiming compensation, these legal costs will be according to our no win, no fee agreement.
- When will I receive my compensation?
Claim processing time varies, but we work to expedite the process. Compensation may take a few months or longer, depending on legal processes and enforcement bodies' timelines.
- Which bank account will the compensation be transferred to?
This depends on the situation. In most cases, the compensation will be transferred to our bank account by the airline. We will then ask you to provide your bank account details so we can transfer the compensation to you, after our fee has been deducted. In the event the compensation is transferred to your bank account directly we will send an invoice for the fee.
- I experienced a delay on two different flights (for instance on the outbound and inbound flight). Can I submit a claim for both flights?
If you experienced a delay on two different flights that are not in the same booking you will need to submit two separate claims. As the circumstances of these flights will never be exactly identical, they will also need to be assessed separately. Several flights may be included in the same claim only if they are part of the same booking.
- I submitted a claim directly with the airline, but it was rejected. Can I still submit a claim with Flight-Delayed.co.uk?
If the airline has rejected your initial request, you can still file your claim with us, as airlines often decline requests citing 'extraordinary circumstances.' Once you've submitted your claim, we will evaluate our options. Depending on the unique circumstances and the airline's initial response, we may choose to streamline certain steps. You can monitor the progress of your claim and the actions we take in your client account.
- How much does Flight-Delayed.co.uk charge?
We operate on a 'no win, no fee' basis. Our experts handle all the paperwork and negotiate with the airline on your behalf to enhance your chances of receiving compensation. When we succeed, our fee is 29% of the compensation amount.
However, if airlines unjustly deny passengers compensation, we initiate legal proceedings to protect your rights. These legal actions come with associated costs (research, lawyers, hearings, paperwork, etc.). If we win your legal case, we'll charge an additional 15% to cover these expenses.
More information on our pricing page.
- I would prefer to correspond with you in another language. Does it matter on which of your websites I submit my claim?
Regardless of the website where you submit your claim, if you use Flight-Delayed.co.uk, your account and timeline will be in English. If you prefer to communicate with us in another language, you can choose another language on the top of the page menu.
- My flight was delayed in excess of 3 hours but your website is telling me I'm not entitled to receive compensation. Why is this happening?
Several factors determine your eligibility for compensation. According to EU regulations, only flights operated by EU airlines or departing from the EU qualify for compensation. Additionally, if you had a departure delay of over 3 hours but arrived at your destination less than 3 hours late, you may not be eligible. Compensation is based solely on the delay upon arrival and in this case you wouldn't be entitled to compensation. More details on the conditions for receiving compensation.
- Why is the compensation in Euros not Pounds?
Regulation (EC) 261/2004 addresses flight delays, cancellations, and overbookings, specifying compensation amounts in euros. When the airline agrees to pay your compensation, the final amount will be stated in euros. However, if the compensation is transferred to your UK bank account, you will receive it in pounds, converted at the prevailing exchange rate.
- What is a cooling off period?
In accordance with the Consumer Contracts Regulations 2013 (article 30, 31 and 36), it is possible to cancel your claim within 14 days of it having been submitted with us. Kindly refer to the Terms and Conditions document for more details.