Frequently Asked Questions

The amount of compensation that passengers may be entitled to depends on the distance of the
flight. For distances up to 1500 km, it is €250. For distances between 1500 km and 3500 km, it
is €400. For distances over 3500 km, it is €600.

A delay of two hours does not entitle you to compensation, as the delay must be at most three
hours upon arrival to qualify.

The duration depends on the airline and the specifics of the case. The process can take from 2
weeks to 6 months for regular flights. For charter flights, it can take from 6 months to 2 years.

Filling out and submitting a claim to assess eligibility for compensation is free. Passengers do
not pay anything until we successfully obtain their compensation. Thus, submitting a claim is
completely risk-free.

The airline has 30 calendar days to respond. Each response or request for additional
documents has another 30 days.

Each passenger with a valid ticket is eligible for compensation. Therefore, a family of four, each
member with a valid ticket, may be entitled to up to €2400 in total compensation.

The right to compensation applies under the same rules for charter flights, with a period of up to
3 years for submitting a claim. If you flew on a charter flight less than three years ago, you may
still be entitled to compensation according to EC 261.

A common phrase airlines use is that you are not entitled to compensation due to so-called
"extraordinary circumstances." Since the average passenger cannot verify if the airline is telling
the truth, they often give up and do not pursue compensation further. In such a case, we
recommend filling out the form on our website so we can investigate.

If passengers have to stay at the airport overnight, they are entitled to hotel accommodation and
transportation to and from the airport at the airline's expense. Additionally, passengers are
entitled to refreshments or meal vouchers for flight delays after more than 2 hours. If this is not
provided, passengers can be reimbursed later if they have all the receipts

By accepting a travel voucher, passengers lose their compensation rights under EC 261.

No, the airline must provide passengers with meal and drink vouchers if the flight is delayed by
more than 2 hours. Meal and drink vouchers typically range from €4 to €20 per person.
Accepting a meal and drink voucher does not affect your right to compensation.

Each company has its terms for contract termination. Please contact the company and cancel
the contract. If you fill out our form, we ask you to also upload the communication with the other
company as an attachment, confirming that they have closed your claim on their end.

Compensation is a predetermined amount of money provided to passengers as reimbursement.
Expenses are costs paid by passengers, such as for food, accommodation, a new ticket, and
other costs incurred due to flight issues, for which they can claim reimbursement.

Setting up a joint claim requires that each traveller has the same reservation number (PNR).
The reservation numbers differ if tickets were purchased separately, so individual claims must
be filed.

To verify a passenger's claim, we need them to fill out the online form on the website
www.flywize.eu, upload the relevant documents, and then submit the claim. After submission,
our team will review the claim and inform the passenger via email within a few days whether the
compensation claim has been assessed positively or not. We will then proceed with further
steps in the compensation recovery process

The form includes simple steps where we need the passenger to provide the departure and
destination airports, their flight number, the email from which the ticket was purchased, the
reservation number from the boarding pass, the length of the delay, whether they accepted a
travel voucher from the airline or not, and the passenger's personal information.

The booking number is your reservation number with the airline. It is a 6-character code found
on your boarding pass.

If you can't find your reservation number a 6-character code, enter six zeros (000000) in the
form and attach all documents related to your ticket purchase. We will locate the information and
complete the details.

If you are still waiting to receive the confirmation email within 5 minutes and it is not in your
spam folder, please contact us at support@flywize.co so we can resolve the issue as soon as
possible.

You can check the status of your claim by logging in at my.flywize.eu/claim/status with
your compensation code, which was provided when you created the claim and your email.

Of course. Just send the correct email to support@flywize.co and your full name so we can find
you in the system. We will update the details and send the request to your fellow traveller.

The identification document is used to verify that the passenger who travelled is the same as
the one making a claim and that all information provided is correct. This ensures the
consistency of the signature on the claim form and the ID.

If the airline approves your claim and pays out your compensation, the compensation is sent to
your bank account. You can provide your bank account information directly during the relevant
step when filling out the claim form, which speeds up the processing of your claim by a third, or
you will be prompted to provide this information later once the airline approves your
compensation.

Setting up a joint claim requires that each fellow traveller has the same reservation number
(PNR). The reservation numbers differ if tickets were purchased separately, so individual claims
must be filed.

If we do not secure your compensation from the airline, we do not charge any fee for our
services and will close your claim without any claim to our service fee.

For our services, we charge a standard service fee of 35% of the obtained compensation
amount, excluding VAT, only when the airline pays your compensation. Therefore, you never
pay anything upfront. If the airline rejects your claim, you pay nothing.

Thanks to our new client portal, all communication takes place there. After logging in, you can
track the status of your claim or provide additional information. If you have any questions
regarding your claim or rights, or if you need more information, you can contact us via our live
chat or email us at help@flywize.co.

In some cases, even though we submit the claim together, the airline separates and processes
it individually during verification. These administrative matters beyond our control can result in
one passenger receiving compensation slightly earlier, even if you flew together.

When assessing your claim, we analyze various factors (such as date, conditions, length of
delay, weather, strikes, jurisdiction, etc.) that primarily affect our chances of successfully
obtaining financial compensation. We must consider the possibility that you may not be entitled
to compensation, and you can submit your claim independently or through another company.
Closing the claim on our part can be considered a contract termination.