Frequently asked questions
Find answers to the most common questions about flight compensation and how Airlate helps you claim it. If you cannot find the answer you are looking for, our team is happy to help at hello@airlate.com.
The easiest way is to run our free check. You answer a few questions about what happened, and we give you a preliminary assessment based on the rules that were in force for your flight.
There are three fixed compensation levels: €250, €400 or €600 per passenger, based on flight distance. Which level applies depends on the details of your journey and the applicable rules. Check your flight and we will show you what may apply in your case.
Checking your flight is free. Airlate's standard fee is 25% incl. VAT and is normally deducted from the compensation we secure for you. If your case requires legal proceedings, an additional 15% applies on top of the standard fee.
It varies depending on the airline and whether the case needs to be pursued further. Some claims are resolved within a few weeks, while others may take longer. We cannot guarantee an exact timeframe, but we always do our best to keep you updated on the progress of your case. If you have any questions about your claim status, you are always welcome to contact us at hello@airlate.com.
Airlate can usually help with compensation claims for flights departing from the EU/EEA, and for flights arriving in the EU/EEA when operated by an EU/EEA airline. Flights with no EU/EEA connection are generally not covered.
They are events outside the airline's control that could not have been avoided even with reasonable measures: severe weather or air traffic control strikes, for example. In these cases, the airline normally does not have to pay compensation. The exception is interpreted narrowly: technical faults are often considered the airline's responsibility.
The EU regulation currently sets no time limit of its own. How long a claim remains enforceable depends on national limitation rules, which vary between countries. Limitation is not the only deadline, though: where Swedish law applies, you must tell the airline within a reasonable time after the journey that you want compensation for a delay, and notice given within two months is always in time (NJA 2018 p. 127). So claim from the airline as soon as you can, ideally within two months. The earlier you start, the easier it is to evidence what happened.
To begin with, just the basic details of your journey. Later on we may ask for simple supporting documents, such as your booking confirmation or boarding pass. We ask for them by email when the case requires it, and always explain why.
Not every claim succeeds. If we do not succeed, you pay no fee. You only pay if compensation is paid out.
Ready to see whether you may be entitled to compensation?
Check your compensationThis page provides answers to frequently asked questions. If you have questions about your specific flight, our team is here to help. Contact us at hello@airlate.com.