Frequently Asked Questions

The amount of compensation to which passengers are entitled depends on various factors, such as the distance of the flight and the length of the delay or the number of days before the scheduled departure. In the case of a cancelled flight, passengers are entitled to compensation if the flight was cancelled less than 14 days before departure. The amount of compensation for a flight delayed by more than 3 hours and for a cancelled flight ranges from 250 € to 600 €, depending on the flight distance, not the price of the ticket.

To claim compensation for your flight issue, you will need to collect information about your flight such as the flight number, date and your reservation booking number. Have your boarding passes, receipts for expenses and any communication with the airline. Use our quick and easy online form to check your eligibility for free and Submit your claim for compensation. Our team of experts will take care of the communication with the airline and handle the entire process for you.

How long it takes for passengers to receive compensation depends on the airline they flew with and the circumstances of the particular case. Some airlines can pay the compensation within a few weeks, but in some cases it can take several months.

Airlines suffer from staff shortages. During the covid, almost 45% of the employees who were forced to be laid off by the airlines lost their jobs, and they are still not quite prepared for the rush of passengers after the pandemic. The deadline for a response from the airline is 30 calendar days, but in practice the wait for a response is many times longer.

A popular airline phrase is that you are not entitled to financial compensation due to so-called "Extraordinary circumstances". Since the average passenger cannot verify whether the airline is right or not, passengers usually leave it as it is and do not fight for compensation any further. In this case, we recommend contacting a third party such as Flywize, which can verify it.

Every passenger who had a properly purchased ticket is entitled to compensation. A family of four can be entitled to up to 2,400 € if each member purchased their own ticket. The same right to compensation applies even if you are travelling with a dog. In such a case, the animal is also entitled to compensation in the amount of 250 € to 600 €, just like the travelling passenger.

The right to compensation is subject to the same rules for charter flights, which must meet the same conditions as standard flights. The limit time to claim compensation for charter flights is up to 3 years back. If you flew on a charter flight, you may still be entitled to compensation under EC 261.

If you were upgraded to a higher class due to a flight delay or cancellation, you don't have to worry about losing your right to compensation. However, the amount of compensation you are entitled to may be reduced based on the price difference between the class you originally booked and the higher class you have been upgraded to.

Passengers often don’t know that if they have to stay overnight at the airport, they are entitled to a hotel and transportation from the airport and back to the airport at the expense of the airline. They are also entitled to refreshments or a voucher for food and drink after a flight delay of more than 2 hours.

Compensation the amount provided to passengers as a form of redress for inconvenience and disruptions caused by flight delays, cancellations, missed connections or denied boarding. The rules are exactly stated in EC 261 regulation. Refund in the context of EC 261 generally refers to a reimbursement of expenses paid by passengers, caused due to flight disruptions, such as meals, accommodation, new ticket etc.

If you accept a travel voucher offered by the airline for your flight issue , you lose your right to compensation under EC 261. We advise to choose wisely, as statistics show that 40% of passengers who accept a travel voucher are undercompensated compared to the amount of compensation they could be entitled to.

No, the airline is obliged to provide a voucher for food and drinks to passengers if the flight is delayed by more than 2 hours. Vouchers for food and drinks are on average between 4 € - 20 € per person. By accepting a food and beverage voucher, you do not lose any right to compensation.

In the event that the airline rejects your claim and does not approve your claim for compensation, we will close your claim without charging you our Service Fee. We are fair, which is why we never charge anything prior to successfully getting your compensation.

For our services, we charge a Service Fee in the standard amount of 35% of the received compensation amount, excluding VAT, only AFTER the airline pays your compensation. We never ask you to pay anything in advance. If the airline rejects your claim, you pay nothing.

Our new client portal makes communication about your claim completely easy. In the event that we need additional information or documents from you to successfully process the application with the airline, we can do so directly through the client portal. You can check the current status of your claim directly in your account after logging in with your email and password. We will also inform you about any changes of status via email. If you have any questions about your claim or your rights, or if you need more information, you can contact us via our live chat or send us an email at help@flywize.co.

While processing your claim, we actively communicate with the airline, which in some cases may ask for additional information or documents. It is most often the email address used for booking, the reservation/booking number or a document confirming the passenger's identity. This is the normal procedure of airlines when assessing a claim for compensation. We understand that these are extra steps that we ask of you in these cases, but they are necessary for us to successfully get your compensation.

If the airline approves your claim and pays your compensation, the compensation is sent to your bank account. You can provide your bank account directly at the appropriate step when filling out the claim, speeding up the process, or we will ask you to provide this information later, once the airline has approved the payment of your compensation.