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FAQs

Who are Get Paid When Delayed?

Get Paid When Delayed are a small, independent team with personal experience of difficult dealings with airlines and flights delays. We saw how difficult some companies make it to claim following a delay or cancellation, so we decided to create a user-friendly system that gives the customer the best chance possible to collect 100% of the compensation they are entitled to. We have no affiliation with any airline, legal firm, or other third party, and we offer a completely free service. That means no fees, and no commission. Read more About Us here.

How does Get Paid When Delayed work?

Get Paid When Delayed helps you to claim the compensation you deserve by providing an easy-to-use process that can give you all the materials for your claim in less than 5 minutes. Using the information you input, we create a claim letter for you, citing all the necessary legal details, and provide you with up to 5 ways to contact your airline in order to get the quickest results.

What makes Get Paid When Delayed stand out?

Get Paid When Delayed is committed to helping you get the full compensation you deserve. Unlike other companies, we do not charge a fee, or the 25% commission on your compensation charged by most other firms. In real terms, this translates to an extra €62.50 (~£45) per person in the majority of cases, or up to €150 (~£105) per person for long haul flights.

Do I have to pay for Get Paid When Delayed?

No. Never. Get Paid When Delayed is a completely free service which aims to get the user 100% of the compensation they deserve. We charge no fee and we take no commission.

How do I know if I am eligible for compensation?

In order to be eligible for compensation under EU Regulation No 261/2004, your flight must meet the following criteria:

  • Your flight falls under EU Regulations, i.e. it either takes place within the European Union, or in the case of flights departing from outside the EU and arriving at an EU airport, the airline is licensed to an EU Member State.
  • Your arrival time (not departure time) was delayed by at least three hours.
  • Your flight was after 17th February 2005.
  • Your flight was not delayed /cancelled due to ‘extraordinary circumstances’, e.g. Poor weather conditions, security threats, air traffic control restrictions, etc. A full list of ‘extraordinary circumstances’ can be found here.

How much compensation will I receive?

Delayed flights

If your flight meets the criteria to be eligible for compensation under EU Regulation 261/2004, then for delays longer than three hours each passenger is entitled to:

  • €250 for flights up to 1500km
  • €400 for flights within the EU longer than 1500km
  • €400 for flights between 1500km and 3500km to destinations outside the EU
  • €300 for flights longer than 3500km
  • €600 for flights longer than 3500km delayed by more than 4 hours

If your flight was delayed by more than 5 hours or more and you chose not to fly, each passenger is entitled to the following compensation:

  • €250 for flights longer up to 3500km
  • €400 for flights within the EU longer than 1500km
  • €400 for flights between 1500km and 3500km to destinations outside the EU
  • €600 for all other flights

Cancelled flights

If your flight meets the criteria to be eligible for compensation under EU Regulation 261/2004, then each passenger is entitled to either a full refund, or rerouting to your destination via an alternative flight. If you were informed of the cancellation within 14 days and your rerouted flight results in a delay, then you may be entitled to the following compensation:

Flight cancelled 7-14 days before departure

<1500km 1500-3500km 3500km+
Delay Departed: More than 2 hours before scheduled
Arrived: Less than 2 hours after scheduled
Departed: More than 2 hours before scheduled
Arrived: More than 2 hours after scheduled
OR
Arrived 4+ hours late
Departed: More than 2 hours before scheduled
Arrived: Less than 3 hours after scheduled
Departed: More than 2 hours before scheduled
Arrived: More than 3 hours after scheduled
OR
Arrived 4+ hours late
Departed: More than 2 hours before scheduled
Arrived: Less than 4 hours after scheduled
Arrived: 4+ hours late
Compensation €125 €250 €200 €400 €300 €600
Flight cancelled less than 7 days before departure

<1500km 1500-3500km 3500km+
Delay Departed: More than 1 hour before scheduled
Arrived: Less than 2 hours after scheduled
Arrived: More than 2 hours after scheduled Departed: More than 1 hour before scheduled
Arrived: More than 3 hours after scheduled
Arrived: More than 3 hours after scheduled Departed: More than 1 hour before scheduled
Arrived: Less than 4 hours after scheduled
Arrived: 4+ hours late
Compensation €125 €250 €200 €400 €300 €600

Denied boarding

If your flight meets the criteria to be eligible for compensation under EU Regulation 261/2004, and you were involuntarily denied boarding for reasons that were the responsibility of the airline, such as overbooking, then you are entitled to either a complete refund of your ticket price, or rerouting via an alternative flight. If your arrival is delayed due to this rerouting, you could be entitled to the following compensation.

Flight Length Arrival Delay Compensation Due
< 1500km < 2 hours €125
< 1500km > 2 hours €250
1500km – 3500km < 3 hours €200
1500km+ (Within the EU) > 3 hours €400
3500km+ (EU to non-EU) < 4 hours €300
3500km+ (EU to non-EU) > 4 hours €600

Will I receive 100% of the compensation?

Yes! Get Paid When Delayed will never charge any fees, and take no commission. Rather than partnering up with legal firms who take your claim to court, charge legal fees and take 25% commission of your claim (up to €150 per person!), we do all the work for you, and let you send the claim yourself. You get to keep every penny of your claim!

Can I submit a claim for flights from the past?

EU Regulation 261/2004 does not establish time limits for bringing actions in the national courts. Instead, such time limits are regulated by each EU Member State. A claim for compensation can be brought to the national court of either the country of departure, country of arrival or the country in which the airline is based.
Time limits for making a claim against an airline are as follows:

  • Austria: 3 years
  • Belgium: 1 year
  • Bulgaria: 3 years
  • Croatia: 2 years
  • Cyprus: 6 years
  • Czech Republic/ Czechia: 3 years
  • Denmark: 3 years
  • Estonia: 3 years
  • Finland: 3 years
  • France: 5 years
  • Germany: 3 years
  • Greece: 5 years
  • Hungary: 2 years
  • Iceland: 2 years
  • Ireland: 6 years
  • Italy: 2 years
  • Latvia: 3 years
  • Lithuania: 3 years
  • Netherlands: 2 years
  • Luxembourg: 10 years
  • Malta: 2 years
  • Norway: 4 years
  • Poland: 10 years
  • Portugal: 3 years
  • Romania: 6 months
  • Slovakia: 2 years
  • Slovenia: 2 years
  • Spain: 5 years
  • Sweden: 10 years
  • Switzerland: 2 years
  • UK: 6 years

Can I also claim for expenses such as food, drink and accommodation?

Yes, as long as your flight is eligible for compensation under European Union regulations, then for certain delays, airlines must offer you a “welfare package”. This may include food, drink, two phone calls and, if you are delayed overnight, accommodation plus transport to and from your accommodation to the airport.

Your arrival must be delayed by the following times in order to claim for a welfare package:

Flight Length Delay
< 1500km More than two hours
1500 – 3500km More than three hours
3500km + More than four hours

If the airline does not offer you a welfare package, providing you with a voucher or otherwise, then you are allowed to claim back your expenses for food, drink, phone calls and accommodation (when necessary). Please note that an airline will only reimburse “reasonable costs”, and that this may not include a three course meal at the fanciest airport restaurant for all of your family.

Can I claim on behalf of another person?

Yes, you can combine claims for all members of your travelling party at the same time. This includes all passengers with their own seat, including children, but excluding babies travelling on their parents’ laps.

For passengers under the age of 18, a parent or guardian must claim on their behalf.

What documents do I need to submit in order to receive compensation?

In theory, it is possible to claim compensation under EU Regulation 261/2004 without providing any documents; however in practise this can significantly reduce the chance of a successful claim. An airline will want to verify your identity and that you were indeed flying with them. For any claims including a “welfare package” (e.g. Food, drink, accommodation, etc), you should also provide receipts for any items you claim for.

It would be wise, and beneficial to your chance of success to submit:

  • A copy of your passport
  • A copy of your booking reference and / or check in confirmation
  • Copies of any receipts for items you wish to claim for

N.B. Do NOT send airlines any original copies of documents – you may not get these back!

How long does it take to get my refund?

The amount of time it takes to receive compensation varies from case to case. If you have a concrete case, where the responsibility for the delay lies clearly with the airline beyond any doubt, the process can be quick and painless, and you may receive your compensation within 4 weeks.

However, for complicated claims, with questionable circumstances, added claims such as welfare and more, airlines may take much longer to deal with the claim. In such cases, an airline may even cease to reply or refuse to pay, but do not be disheartened. If a claim goes to court, it may take several months to complete.

We provide several methods of contacting your airline, and we recommend using all available channels to pester them for a refund, in order to get quicker results. In particular, complaining via a public forum such as Twitter often gets a much quicker response from an airline.

Which ‘Extraordinary Circumstances’ can affect my claim?

If your flight was delayed, cancelled, or you were denied boarding due to ‘extraordinary circumstances’, then you are not eligible for compensation under EU Regulation 261/2004.
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These extraordinary circumstances must be unpredictable, unavoidable and external. They include, but are not limited to:

  • Poor weather conditions
  • Security threats
  • Air traffic control restrictions
  • War or political instability
  • Bird strikes
  • Personnel strikes (of the ground crew, or air traffic control)
  • Serious illness of a passenger or crew member immediately before take-off

For a full list of reasons that would constitute as ‘extraordinary circumstances’, please see this Official EC Document.

Is Get Paid When Delayed a law firm?

No, absolutely not! Get Paid When Delayed is an independent software company run by NOS Microsystems Ltd., online leaders in compression technology, download management and mobile applications for iOS and Android. Neither Get Paid When Delayed, NOS Microsystems Ltd., or any other member of the NOS family has any affiliation to any law firms.

Unlike other companies, we do not take your claim to court on your behalf, charging high legal fees and taking a commission. Instead, we provide you with everything you need to make your own claim, and get 100% of the compensation you are entitled to.

What is the Flight Delay Compensation Regulation (EC) No 261/2004?

The Flight Delay Compensation Regulation (EC) No 261/2004 is a regulation establishing common rules on compensation and assistance to passengers in the event of denied boarding, flight cancellations, or long delays of flights. It repealed Regulation (EEC) No 295/91, and went into effect on 18 February 2005. It sets out the entitlements of air passengers when a flight that they intend to travel on is delayed or cancelled, or when they are denied boarding to such a flight due to overbooking, or when the airline is unable to accommodate them in the class they had booked.

Users must cite EU Regulation 261/2004 in order to claim compensation for flight delays, compensation, or if they were denied boarding.

You can download the documentation for Regulation 261/2004 from the Official Journal of the European Union by clicking here.

A question and answer document issued by the EU is available here.

The EU Court of Justice ruled in the judgement of 19 November 2009 (C 402/07 and C 432/07) that passengers, whose flights are delayed by 3 hours or more, may be treated as passengers whose flights are cancelled and therefore have the right to corresponding compensation.

How can I re-access my claim letter?

Once you have submitted your claim, we give you a Session ID code, as well as sending it to the email address you provided. If you ever need to revisit your claim on www.getpaidwhendelayed.com, you can simply enter your Session ID.

The airline hasn’t responded to my claim, what should I do?

Unfortunately, some airlines do everything in their power to avoid paying customers the compensation they deserve. Most often, they will just ignore your mail. The best route of action to take is to contact the airline several times, by different methods, until you receive a response. We recommend using a public forum such as Twitter to call out the airline. If you still do not receive a response, you can escalate the claim the Civil Aviation Authority.

Can I get compensation if my flight is disrupted by a strike?

As a strike is seen as an extraordinary circumstance under Article 5, Paragraph 3 of the EC Regulation 261/2004, passengers who are affected are not entitled to compensation. However, under this regulation of the European Union, the airline should provide welfare to these people.

Welfare includes basic services, food and refreshments during the time the passengers are forced to wait for their rescheduled flight. If these passengers are forced to wait overnight, they are entitled to a hotel room provided by the airline, as well as transportation between said accommodation and the airport. Meals and drinks should be provided also. The affected passengers should bear in mind to keep such expenses to a minimum and keep their receipts as proof.

You are entitled to welfare if your delayed, cancelled or rescheduled flight fits the following criteria:

  • A flight distance of up to 1500km that is delayed for more than 2 hours
  • A flight distance of between 1500-3500km that is delayed for more than 3 hours
  • A flight distance of more than 3500km that is delayed for more than 4 hours

Lost & Found

How is baggage compensation calculated?

Under the Warsaw Convention and the Montreal Convention, liability limits are expressed in special drawing rights (SDRs).

An SDR is a type of foreign exchange reserve asset created by the International Monetary Fund. Its value is based on an artificial basket of important currencies (currently the US dollar, the euro, the pound, the Japanese yen and the Chinese renminbi). The composition of that basket is reviewed every five years.

Daily updated SDR exchange rates for different currencies are listed here, as of December 1st, 2016, the value of an SDR was about US$1.35, £01.07 or €1.27.

What am I entitled to if my baggage has been lost, damaged or delayed?

While both conventions contain clauses that cover the amount the passenger is entitled to if baggage is lost, delayed or damaged, the Montreal Convention is more generous.

Here, the carrier’s liability for baggage is limited to 1131 SDRs per passenger (US$1685.19, £1051.83 or A$1922.70), unless otherwise declared.

The air carrier is not liable for damages caused by delay if it took all reasonable measures, or if it was impossible to take such measures.

How much time do I have to claim?

It is essential that the passenger makes any potential claims within the time limits specified by the conventions.

Article 26 of the Warsaw Convention provides that any complaint of delayed baggage must be made at the latest within 21 days from the date the baggage was placed at the passenger’s disposal.

Similarly, under Article 31 of the Montreal Convention, a complaint must be made within 21 days of a passenger receiving their baggage.

With respect to damaged baggage, under Warsaw, any claim must be made “forthwith” after the discovery of the damage and at most seven days from the date of receipt of the baggage. The Montreal Convention also gives passengers seven days from receipt of checked bags to report a damage claim.

Neither convention imposes a time limit for reporting lost baggage claims. But it is advisable that you make your complaint as soon as possible.

Baggage is generally considered lost after 21 days or if the carrier admits that they have lost it.

If a passenger fails to make a complaint within the specified times, the carrier will not be liable unless there has been fraud on the carrier’s part.

What if I’m travelling with something particularly valuable?

If you travel with valuable goods or are concerned that the contents of your baggage exceed the liability limits outlined above, you can make a special declaration of the value of your baggage prior to check-in and pay an additional fee (if required).

In this case, the carrier will be liable to pay a higher amount; unless it is proven that the declared amount is greater than the actual value of your baggage.

Alternatively, prior to travelling, check whether a separate insurance offers better conditions.

You can use Lost & Found to see if you are entitled to compensation and generate a claim letter to get compensation from your airline.

Our service is completely free – we never charge a fee and we never take any commission.