Meet Emma: SkyRefund's New Chatbot for Instant Flight Compensation Answers

Your flight was cancelled, you are tired, and you have questions. You should not have to wait days for an email reply to find out what you are owed. That is why SkyRefund built Emma, a new chatbot available free on the SkyRefund website, to guide you through every stage of your flight compensation claim.

What can the SkyRefund chatbot do?

Emma is your on-demand guide to air passenger rights. She can help you in three main ways:

• Answer flight-rights questions—Ask whether your delayed or cancelled flight qualifies, how much you could claim, or what counts as an extraordinary circumstance. Emma is trained on the regulations that matter, including UK261 and the EU equivalent, EU261, so the answers reflect the actual law.
• Track an existing claim—Already submitted a claim? Ask Emma for a status update instead of digging through your inbox.
• Explain how to submit a claim—Not sure where to start? Emma walks you through what documents you need and how the process works, then points you to the flight compensation calculator.

Why a chatbot, and why now?

Flight disruption is stressful, and the rules can feel complicated. Many passengers do not know that a three-hour delay can be worth £520 (€600), or that a flight cancellation with less than 14 days' notice may also trigger compensation. Emma closes that knowledge gap instantly, so you get clarity the moment you need it.

She is built to support you at every stage. Before you claim, she tells you if you have a case. During your claim, she keeps you informed. At no point are you left guessing.

Key features of Emma

• Free to use—No cost, no sign-up barrier. Just open the chat on the SkyRefund website.
• Available in multiple languages—Get help in the language you are most comfortable with.
• Trained on real regulations—Answers are grounded in UK261, EU261 and the wider passenger rights framework, not vague generalities. Emma also covers flight rights beyond Europe, including Saudi Arabia's GACA, Canada's APPR, Brazil's ANAC and Turkey's SHY.
• Human handoff when needed—Complex case? Emma connects you to the SkyRefund team so a person can take over. You are never stuck talking to a bot.

How do you use Emma?

Using Emma questions is simple. Just click the pink message bubble in the bottom right corner and ask your question. Ask your question in plain language, for example, “My flight from Manchester was delayed by four hours, can I claim?” Emma responds straightaway. If your situation requires a closer look, she hands you to a human expert.

Why SkyRefund

With a 98% success rate, SkyRefund makes claiming flight compensation hassle-free, which is why it is trusted by over 1.6M passengers. With over 9 years of legal experience, we help passengers across the world claim what they are entitled to, on a no-win, no-fee basis.

Emma is one more way we make the process simple. To see what you could be owed, try the flight compensation checker, then submit your claim and leave the rest to us.