Full list of questions and answers

The reasons for my flight disruption are not listed in these FAQs. Who can I contact?

If you are not sure whether you are entitled to compensation – fill in a claim in our system, or write to us at [email protected] and we will answer all your questions.

I filed a claim and was contacted by the airline offering to settle the compensation. Should I accept it?

Often, upon noticing that the recovery process is initiated in the name of the passenger, the airline contacts them directly and offers to close the case by paying a set amount of money.

The amount offered by the airline could be significantly lower than what you are entitled to, therefore we recommend that you not accept the offer immediately, but contact a Skycop consultant first.

In which cases am I only entitled to 50% of the compensation?

If a passenger has agreed to choose another flight instead of the cancelled flight, the airlines can reduce the amount of compensation by up to 50%, but only if the difference between the time when the passenger had to reach his destination, and when he actually reached it, is less than 3 hours.

I had to purchase a ticket from another airline to reach my destination. Can I claim compensation for additional costs?

Any additional expenses related to the delay and outlined in the Regulation – hotels, meals, drinks within reasonable limits (so no champagne or caviar) – must be refunded by the airline based on the sales receipts. However, each airline has a different way of dealing with it.

What is the flight reservation number and where can I find it?

It is a unique combination of 6 symbols – letters and numbers – which you can find on your e-ticket or a document confirming the flight booking.

If you no longer have the ticket, you are advised to thoroughly check your inbox, including the junk folder, for emails which may contain ticket payment confirmation, reminders about the date of travel, etc – often, these letters also contain the booking number.

I lost my plane ticket. Is there a way to start the claim process without it?

Yes. The most important details to know are your flight number, the flight reservation number, departure/arrival airports, and the exact date of the flight. These details are usually provided in the confirmation email sent by the airline.

However, not all airlines are satisfied with this, so we would like to ask you to submit your flight documents (tickets, boarding passes, etc.) too. This very important in cases when airlines reject the claim: without documentation, we will not be able escalate the matter by going to authorities or courts.

In what currency will I receive my money?

The funds will be transferred in your preferred currency to the bank account provided. If you wish to receive compensation in a currency other than the euro, a currency conversion fee may be applied.

How much does the bank transfer cost?

As a standard, the money is transferred to the provided bank account at no cost. However, we are not responsible and shall not cover any charges or administration fees imposed by your bank.

How will I get my money for the compensated flight?

Your funds will be sent by bank transfer. To do so, we will need your personal account details, which you can submit upon logging into your account.

What fees does Skycop charge if the airline rejects my flight compensation claim?

Nothing – we will not charge any fees if it turns out that the customer is not entitled to compensation.

How much do Skycop services cost?

You only pay us if we succeed. No matter the time or resources spent on your claim, you won’t have to pay if we don’t win.

In standard situations total amount of deduction is a combination of Skycop commission 25% + Value Added Tax from Government.

For example, if compensation amount is €250 from the airline, you will receive €174,37 (€62,50 goes for our services and €13,13 as Government taxes (VAT)).

In case of a €400 compensation, you would receive €279 (€100 for our fee and €21 for VAT).

And for a €600 compensation, you would get €418.50 (€150 goes to the fee, €31.50 to VAT).

We should also note that the maximum compensation awarded for flight disruptions on flights entire inside the EU is capped at €400, even if the length was above 3500 km.
When appealing to court, the commission fee may be increased to up to 50%. If we need to make such a decision, we will inform you beforehand.

I completed the claim form and received the answer that my flight compensation claim will not be satisfied. What can I do next?

If you file the claim form in the system and receive a reply that we cannot satisfy the claim, most likely your flight disruption does not correspond to the definitions of Regulation (EC) No. 261/2004 regarding compensation entitlement.

If you think there is a mistake in your claim, we recommend that you contact us by email at [email protected]

What if the airline refuses to pay compensation?

If the airline refuses to pay compensation for delayed flights, etc, we will review all of your flight-related materials and evaluate the reasons for the flight disruption. Then, we will contact you in person to discuss our next steps, and if necessary, seek legal action.

Can you help with compensation for lost baggage?

Currently, Skycop does not support lost baggage compensations, but we are planning to include this in our future services.

My claim has already been rejected by the airlines. Can I still use the Skycop services?

Of course! If you sought compensation independently, but the airlines rejected it, fill in our claim form and provide all the information you have received from the airline – including the reason why your claim was denied.

If we see that the airline had no reason to reject your claim – we will take all necessary steps to ensure you get compensated. And keep in mind – you only pay the service fee if you receive compensation yourself.

Can I keep track of the actions Skycop compensation specialists take so that I know the progress of my claim?

Yes. Just log in to your user account to see the whole process, check for any missing information required, and see other relevant information.

How long does the compensation recovery process take?

Everything – from the submission of your claim to the payout – on average takes about 12 weeks. However, Regulation (EC) No. 261/2004 has not set any limits on deadlines on the process. Therefore, it can take shorter or longer depending on the complexity of the case, the airline, and internal regulations of the country.

If the claim process reaches authorities or courts, you can expect it to last even longer.

My flight was cancelled and the airline offered to reroute me via another flight, which was supposed to depart two days later. This did not fit my plans and I bought new tickets with another carrier. Will I get a refund for these new tickets?

According to Regulation (EC) 261/2004, if the passenger refuses the alternate flight, lodging or food and drink that the airline offered, the airline isn’t obligated to refund the tickets the passenger bought themselves – or to refund any other costs that the passenger experienced by refusing the airline’s help.

However, the passenger can still get claim flight compensation and get a refund for the cancelled flight.

My flight was delayed more than 3 hours. What are my other rights?

The carrier must provide you with free meals and drinks, access to two free calls, let you use email or send a free fax. When you have to wait for a flight for one or more nights – you must be granted free accommodation in a hotel, including transport to/from the airport.

Can I get denied boarding compensation because of overbooking? What are my other rights?

In this case, you can expect to:

  • Recover the full price of the ticket within 7 days from the date of the incident
  • Get a ticket on the next plane to your final destination, under similar terms
  • Select a later flight under similar conditions.

If you choose to travel on a different route, and you have to wait, the carrier is required to provide you with free meals and drinks, access to two free calls, let you use email or send a free fax. When you have to wait for a flight for one or more nights – you must be granted free accommodation in a hotel, including transport to/from the airport.

My flight was delayed and I missed my connection. Does the Regulation defend my rights in this case?

If you purchased your tickets in one reservation from the same airline, and paid by one bank transfer (in other words – your connecting flights have the same reference number) – you will be entitled to compensation if you reached your final destination more than 3 hours later than expected.

However, if the tickets were purchased separately, and have different reference numbers from different airlines, it is not treated as a connecting flight and the disruptions of each flight are assessed separately. In this case, you may be entitled to compensation only for the flights that were late for more than three hours.

Someone else bought the flight ticket for me. Who should file a claim in this case, and what is the process?

In all cases, the beneficiary is the person who travelled/was due to travel. Therefore, even though your ticket was paid for e.g. by your employer who sent you away for business purposes, or you received a ticket from your parents as a gift, or won it in a lottery – you are the person who experienced the inconvenience of a disrupted flight, therefore, you must fill in the claim form.

I bought my ticket not directly from the airline, but through an agent. Can I still file a compensation claim?

Regardless of where and how you purchased your ticket, if you were going to travel/travelled on that flight and have a ticket with your name on it – you can claim a compensation.

In all cases, airlines are regarded as being responsible for the flight disruption and claims are submitted to them.

I am a non-EU citizen. Can I expect compensation for a cancelled or delayed flight?

Yes. Irrespective of the passenger’s nationality, the regulation applies to all passengers who departed from any airport within the EU or arrived to the EU on an airline registered in the European Union.

I flew from a non-EU member country. Can I expect compensation if a flight was disrupted?

Yes. According to the EU regulation, you can expect compensation, but it is important that you were travelling with EU-registered airlines.

If you flew from an EU country with a stop outside the EU, you can expect compensation if you reached the destination more than 3 hours late.

My flight was with non-EU airlines. Can I expect compensation if a flight was disrupted?

Yes, you can expect compensation if the flight departed from any airport within the territory of the EU

What law regulates the payment of compensation for delayed or cancelled flights?

The rights of air passengers and the obligations of airlines are outlined in EU law by Regulation (EC) No. 261/2004. The document details the rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights.

Which countries are subject to Regulation (EC) No. 261/2004?

The regulation is valid in all EU countries.

In this case, the EU means the 28 EU Member States and Guadeloupe, French Guiana, Martinique, Reunion, Mayotte, Saint Martin (French Antilles), the Azores, Madeira, the Canary Islands, Iceland, Norway, and Switzerland.

When am I not entitled to compensation?

You are not entitled to compensation when a flight is disrupted due to force majeure or for reasons not related to the airline’s operations. Examples include:

  • Weather conditions that are not suitable for the flight, natural disasters (e.g. the Ejafjadlojokudlio volcano that erupted in Iceland in 2010)
  • Airport operation disruptions
  • Acts of terrorism or military actions
  • Trade union strikes
  • Airplane factory defects

Your financial compensation may be reduced if you agreed to accept other forms of compensation proposed by the airline – e.g. gift coupons or discounts for another flight.

If you have already accepted similar forms of compensation from the airline, it is important that you inform us about it.

How soon after the disrupted flight should I be compensated?

Unfortunately, the rules of the directive do not provide a universal timeframe for the filing of claims, and leaves it to each country’s own claim terms. For example, in Germany the claim period is 3 years, in Luxembourg – 10, and in Belgium – only 1 year.

I’ve already received compensation from the airline in the form of gift certificates, cash and/or ancillary services. Can I file an additional claim?

Yes. Usually the value of compensations proposed by airlines is less than what you are entitled to under Regulation (EC) No. 261/2004. Even if you have already received a gift coupon, discount for travel, or an amount of money proposed by the airline, etc., you still may be entitled to further compensation under Regulation (EC) No. 261/2004, but it can be reduced, depending on the value of the compensation you have already received.

If you accepted any form of compensation from the airline, please notify us as accurately as possible about it, including information about any documents you were asked to sign when accepting the compensation.

How much compensation can I expect for a delayed or cancelled flight?

Depending on the distance you were planning to travel, you can expect compensation ranging from €250 to €600.

How do I know if I am entitled to flight compensation?

You are entitled to compensation if your flight was disrupted by the airline’s fault and corresponds to the criteria listed in the European Parliament and Council Regulation, (EC) No. 261/2004.
The easiest way to check whether you can receive compensation from the airline is to complete the free application form on our website.

What is a disrupted flight?
A flight is considered disrupted and you can claim for compensation if:
  • The flight was delayed and was late to arrive at the destination by more than 3 hours.
  • The flight was cancelled less than 14 days before departure.
  • The air carrier refused to fly you because there were no available seats on the airplane.