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Passenger claims FAQ

You will find details here about the required documents and information for submitting a claim.

Flight irregularity claims / EU Regulation 261/2004 Baggage irregularity claims Other claims

Passenger claims FAQ

Can I submit a claim on behalf of another person?

Can I submit a claim on behalf of my child?

Can I submit the claim form online and send the required documents/bank details later by email?

What should I do if I purchased my ticket from another airline or a travel agency and the system does not recognise my booking reference when completing the claim form?

Flight irregularity claims / EU Regulation 261/2004

Can I receive reimbursement for expenses if I do not have any proof of purchase/receipts?

Will I receive delayed flight compensation if my flight is delayed at least 2 hours?

Will I receive compensation if my flight is cancelled or delayed more than 3 hours?

Why did I receive €400 in compensation for a delayed/cancelled flight if the flight distance is over 3,500 km?

How is reimbursement amount determined for expenses during a delay?

Will I be reimbursed for additional or unused services at the destination that resulted from a flight delay or cancellation? (e.g., parking fees, lost hotel reservation, transport or accommodation costs at the destination)

Can I receive a full ticket refund if my flight was delayed or cancelled?

How is the distance calculated for compensation purposes?

Baggage irregularity claims

What should I do if I receive damaged baggage?

If I believe my suitcase is beyond repair, can I throw it away and buy a new one? Will I be reimbursed for the new suitcase?

What are essential items in the event of delayed baggage?

What is the compensation amount for essential items if baggage is delayed?

When is my baggage considered lost?

Can I claim full compensation for lost baggage?

How can I determine the extent of damage to my baggage?

How is depreciation of my damaged baggage calculated?

Other claims

What should I do if I realise after the flight that I left a personal item on the aircraft?

What kind of compensation am I entitled to if I didn't get the seat I selected, even though seat selection was included in the ticket price?

What compensation can I receive if I miss my flight due to circumstances beyond my control (e.g. a train workers' strike, bad weather, long queues at security, etc.)?

Why is it possible to purchase a ticket on the website without entering document details for destinations that may have entry restrictions based on travel documents?