Frequently Asked Questions

SkyRefund helps airline passengers receive the money that’s owed to them by an airline after they have experienced a flight disruption. That includes compensation in the case of delay, cancellation, denied boarding or downgrade, flight ticket refunds and any additional expenses incurred as a consequence of a disruption.

You submit your claim through us and we communicate with the airline on your behalf and do all that is necessary so that you receive your compensation.

Additionally, we can initiate legal proceedings on your behalf if the airline refuses to pay the compensation you are entitled to.

We are a team of legal experts, transport and technology specialists whose knowledge and experience with the aviation industry helps successfully enforce passenger rights. We analyze the applicable laws, air traffic and meteorological data to build strong tailor-made compensation claims. Meanwhile, you sit back and relax. We do all the hard work and get paid only if we succeed in securing your compensation.

We operate on a “no-win, no-fee” basis. We will not charge you if we are not successful in claiming compensation. We get paid only if we are successful and our Standard Fee is 35% (VAT included) from the total compensation. Please visit our Pricing Policy for detailed information.

If your flight has been cancelled, delayed, or you have been denied boarding, or put in a lower class than what you paid for, you may be entitled to financial compensation in case you:

• departed from an airport located within one of the 28 Member States of the EU (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, The Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom), including Guadeloupe, French Guiana, Martinique, Réunion Island, Mayotte, Saint-Martin, the Azores, Madeira and the Canary Islands, as well as Albania, Bosnia and Herzegovina, Iceland, Macedonia, Norway, Serbia, Montenegro, Kosovo and Switzerland, or
• landed in an airport located in one of the above countries on board of an airline registered in one of these countries.

Additionally, you could be entitled to a refund of your flight ticket and get covered for any expenses incurred for the duration of the disturbance.

We at SkyRefund take air passenger rights very seriously and work hard to include more countries in our enforcement network.

If you want to check your eligibility for compensation, please fill in your flight details here.

If you would like to know more about your rights as an air passenger, please visit the Your Rights section.

In case of delay, cancellation or denied boarding, you may be entitled to receive, depending on the distance of the flight:

• EUR 250 – for all flights that are 1,500 kilometres or less;
• EUR 400 – for all ECAA flights of more than 1,500 kilometres, and for all other flights between 1,500 and 3,500 kilometres;
• EUR 600 – for all other flights with a distance of more than 3,500 kilometres.

The easiest way to check how much you might be entitled to is to fill in your flight details here, and we will calculate your compensation for you.

Yes, but to do so, the airline must have re-routed you on an alternative flight, and it must have brought you to your final destination within 2 to 4 hours of your original arrival time, depending on the distance. If you would like to know more about how an airline can reduce the amount of compensation owed to you, please visit the Your Rights section.

No, anybody can submit a claim, uphold his/her passenger rights and receive money from an airline.

Yes, every passenger on the affected flight will be entitled to compensation, unless they travelled free of charge or at a reduced fare that was not available to the general public.

If you flew with your friends or family and you booked your tickets together (i.e. travelled with the same booking reference), you can submit a claim for them alongside your own claim if you have their consent.

The right to be provided with assistance by the airline does not exclude the right to compensation.

Therefore, regardless of whether you were provided with assistance such as meals, refreshments or accommodation, the airline might be obliged to pay you compensation.

Yes, you can, however, you can only claim for the difference between the amount of compensation you are entitled to and the value of the received voucher (if the voucher’s value is less than the compensation).

When you submit a claim, we will ask you for details on any vouchers you have accepted and will take them into account when contacting the airline. We will assess the voucher that you have been offered independently to make sure it matches the value of the compensation you might be entitled to.

It is important to know, that you are not obliged to accept the airline’s offer of travel vouchers. You can demand to be paid in cash instead.

Delays are determined by how late you arrive at your final destination. If your flight involves several stops, your final destination is the last stop that you reach by flights operated by the same airline. If the first leg of the journey is operated by one airline and the second by another, these count as two separate flights with their own final destinations. If they are operated by the same airline, then there is only one final destination which is the airport that you reach at the end of your second flight.

If you missed your connecting flight due to a short delay of your first flight, and the arrival time at your final destination exceeds the scheduled arrival time of the flight originally booked by more than three hours, you are entitled to compensation.

Most commonly “arrival time” refers to the time at which at least one of the doors of the aircraft is opened. So, for instance, if your flight was scheduled to arrive at 14:00, but was delayed and arrived (the doors of the aircraft were opened) at 17:12, you would be entitled to compensation due to delay of more than 3 hours.

That depends on the details of your flight. You may not be able to claim if:

• the airline informed you of the cancellation between 14 and 7 days prior to the original day of departure and offered you an alternative flight that arrived less than 4 hours after the original arrival time;
• the airline informed you of the cancellation less than 7 days prior to the original day of departure and offered you an alternative flight that arrived less than 2 hours after the original arrival time.

In all events, if the airline notified you of the cancellation less than 14 days in advance, you may submit a claim with us  and we will verify all your alternative flight schedules independently.

Unfortunately, at this time we do not provide assistance with lost or delayed luggage.

Yes, you are. You are entitled to compensation by the airline that performs or intended to perform the flight, and not the company you booked your ticket through.

If you booked your ticket at a reduced fare that is not available to the general public, you might not be entitled to compensation.

If you are entitled to receive compensation and that compensation has not yet been paid, you have the right to claim it.

 If you have been affected by delay, cancellation, or have been denied boarding, you can check if you are entitled to compensation by filing your flight details here. SkyRefund will determine whether you are entitled to compensation and calculate the amount you should be able to receive under the applicable legislation. If you are entitled to compensation, you will be invited to create a SkyRefund account. We will ask you a few more questions so that we would be able to claim from the airline the full amount of money owed to you. All that’s left is to allow us to represent you by signing a power of attorney in favour of SkyRefund’s legal experts.

Submitting a claim is quick and easy. It takes only a minute to check if you are entitled to compensation. If you are entitled to compensation it will take you a few minutes to create a claim and submit a power of attorney. Then all you have to do, is answer a few additional questions that will give us all the necessary information so that we can initiate the claiming process with the airline.

We at SkyRefund provide assistance to airline passengers in defending their rights in cases when they have experienced a delay, cancellation, denied boarding or downgrade.

You can submit a claim on behalf of your kids. If your child is below 18, you can sign on his/her behalf the power of attorney that would allow us to claim the compensation he/she is entitled to.

That depends on the details of your flight and the disturbance that you experienced. We do our best to complete the process as soon as possible, however sometimes we cooperate with dispute resolution organizations and government agencies, each with their own deadlines. We may take an airline to court in which case there might be an additional delay to the pay-out of your compensation.

Unfortunately, we cannot provide you with a precise timetable, however, we will periodically inform you of the development of your claim. You can always contact us via our contact form, if you have any questions or want to get an update on the status of your claim. Make sure to quote your claim reference number as stated in your account in the email.

Yes, but we will notify you in advance. If we believe that the airline wrongfully refuses to compensate you, we may ask you to sign a written authorisation that empowers our attorneys to represent you in court.

We will notify you that we have received your compensation from the airline and immediately request from you your bank account details. We will send you the agreed part of the compensation to the bank account that you provide us with.

If the airline company tries to contract you directly, you should inform us of that immediately. You can contact us via our contact form. Make sure to quote your claim reference number as stated in your account in the email. 

If the airline is deliberately trying to avoid communication with us and our legal experts, it is possible that whatever they might be offering you will not be in your favour.

Depending on the circumstances, you may need to provide us with a copy of:

• Booking Confirmation
• E-ticket
• Boarding Pass
• ID Card/Passport
• Receipts (in case you have made any expenses for meals, refreshments, accommodation, transport, etc. that the operating carrier is responsible for providing in certain cases)
• Delay statement (in case you have a copy of the airline’s statement for the reasons for the delay)
• Airline response (in case you have already contacted the company).

Please use the interface on your SkyRefund account to attach and send us any documents. Its faster, free and it facilitates the proper filling and storage of all our clients’ documents.

Please be advised, we cannot guarantee that documents sent by email will be properly processed and filed with the rest of your information.

You can submit your claim in any of the following languages:

• English
• French
• German
• Spanish
• Portuguese
• Italian
• Russian
• Greek
• Bulgarian
• Serbian
• Turkish

Simply go to the language tab and select a language most suitable to you.

We kindly ask you to send us any questions or queries in English.

By signing a power of attorney, you authorize us and our legal experts to represent you before the airline, any institution that helps settle air passenger disputes and at court. Once you sign the power of attorney, we can legitimately commence the claiming process with the airline.

You can sign the power of attorney on your child’s behalf, to allow us to claim the compensation he/she is entitled to.

A booking reference number is a six-digit code used by airlines to keep track of individual reservations. You can find your booking reference number on your flight confirmation (or e-ticket) or in any emails or documents you received from the airline after booking your trip.

The booking reference code is often comprised of a combination of six characters (e.g. 5SK8E9)

An e-ticket is a digital version of an ordinary paper ticket. Information is stored electronically in the airline’s computer database and an itinerary receipt is given to you at the time of ticketing that contains all ticket data. To finish your check-in, you have to present identification documents at the check-in counter. To find the itinerary receipt of your e-ticket, please check the e-mail which you used to complete the reservation. The email containing your itinerary receipt will likely have the following information:

• the date and time of your flight
• your name and other passengers’ names if any
• the booking reference number

All the information we collect and share is required for the purpose of making your claim against the responsible airline company. We may need to share your personal data with official passenger rights enforcement institutions, such as national enforcement bodies, alternative dispute resolution bodies and competent courts.

We have taken all required and necessary measures to protect your personal data, in accordance with the applicable legislation.

For more information on our personal data protection policy, please click here.

Sometimes airlines want to verify that a person has been in fact a passenger on the disrupted flight. They will cross-check the passenger details to make sure your identity matches their records. An airline might want to make sure that the information on the power of attorney matches the information on your ID card/passport.

You can click the reset password button and you will be sent an email with your new password. You can change your password after login.

You can always login to your profile and edit your personal details. We highly encourage you to do so if there has been a change in any of your details. You can upload any new evidence related to your claim on the “Upload Documents” section of your account. You can alternatively send us an email with the evidence at [email protected]. Make sure to quote your claim reference number as stated in your account in the correspondence.

Yes. You can submit multiple claims on the same account.

The status of your claim will be displayed in your SkyRefund account. Alternatively, you can always contact us via our contact form if you have any questions or want to get an update on the status of your claim. Make sure to quote your claim reference number as stated in your account in your email.