Frequently Asked Questions

You will find answers to the most frequently asked questions here.

Topics

What is it exactly that Passenegrs friend does?
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Passengers friend will assist you in the event of a delay, cancellation or missed connecting flight. Under current EU law, passengers with flight problems are entitled to a compensation payment of up to €600.

We couldn't answer your question? Call us on 02591 - 253 98 98 or use the form below.

Will I have to pay any costs for legal enforcement?
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No, you only pay us the contractually agreed commission of 36% (incl. VAT) for the success-based payment or 49% (incl. VAT) for the Express payment. If our lawyers lose the case in court, we cover all costs incurred.

We couldn't answer your question? Call us on 02591 - 253 98 98 or use the form below.

Can I submit an application for more than one Passenger?
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Yes, you can submit an application for all accompanying travellers. In this case, however, we require the individual signature of each traveller.

We couldn't answer your question? Call us on 02591 - 253 98 98 or use the form below.

Is there a compensation entitlement for minors?
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Yes, children over the age of two are also entitled for compensation.

Important:
In the case of minors, we require the signature of both legal representatives. If there is a sole custody right, proof has to be provided.

We couldn't answer your question? Call us on 02591 - 253 98 98 or use the form below.

How long will it take for me to receive the compensation payment?
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Payment by EXPRESS is usually made within a few days. In the event of a success-based payment, the payout will be made after completion of the process (duration up to 18 months).

We couldn't answer your question? Call us on 02591 - 253 98 98 or use the form below.

What are the benefits of Passengers friend EXPRESS?
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Claims against an airline may take months before the claim is enforced against the airline. Passengers friend first attempts to communicate with the airline out of court. Very often an out-of-court collection of the claim is not successful. In such cases we have to legally enforce the claims with the assistance of our lawyers. In this case, a longer processing time is to be expected. In addition to out-of-court enforcement, legal prosecution on its own takes about six months on average. In the case of a complex case, it can take 12-24 months to get the case through in court, including numerous hearings and appeals.

A lot of people are tired from waiting so long.
That's why we have chosen to provide our customers with the Passengers friend EXPRESS payout method. You will receive the compensation payment within a few days of submitting your request. For you the case is settled with the payment. We cover the risk that the claim will be rejected, negotiated over a longer period of time or even not enforceable in court.

We couldn't answer your question? Call us on 02591 - 253 98 98 or use the form below.

Why was my request for an express payment rejected?
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There are reasons in your case which have the effect that you may not be entitled to compensation.
As a result, we are unfortunately unable to comply with the request for payment by EXPRESS. Therefore we do the payment at the end of the procedure.

We are just able to give the option for EXPRESS payment if the EU-Air Passenger Rights can be applied.

We couldn't answer your question? Call us on 02591 - 253 98 98 or use the form below.

What are extraordinary circumstances?
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Exceptional circumstances include strikes, bad weather, airport closures or bird strikes. Since the airline is not responsible for these circumstances, you are not entitled to compensation in this case.

We couldn't answer your question? Call us on 02591 - 253 98 98 or use the form below.

May any additional incurred expenses be claimed?
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Additional costs incurred in the event of a flight problem must always be covered by the airline, regardless of the cause of the problem. You should collect all receipts for unplanned costs. Refund is only possible for costs that are documented and reasonable.

We couldn't answer your question? Call us on 02591 - 253 98 98 or use the form below.

What is Passenegrs friend doing to enforce the claim?
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Passengers friend will first and foremost communicate out of court with the other party. This can be a way to get the claims quickly and without complications. If the other party fails to respond or does not respond positively to our initial request, we will re-examine your case carefully and, if necessary, have the claims enforced legally in partnership with our lawyers.

We couldn't answer your question? Call us on 02591 - 253 98 98 or use the form below.

When are the contract lawyers involved?
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Passengers friend first tries to communicate out of court with the other party. In case the other party does not reply to our request, our lawyers will enforce the claim in court.

We couldn't answer your question? Call us on 02591 - 253 98 98 or use the form below.

Do I have to pay any further costs if my case is referred to a lawyer?
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No, you only pay us the contractually agreed commission of 36% (incl. VAT) for the success-based payment or 49% (incl. VAT) for the Express payment. If our lawyers lose the case in court, we cover all costs incurred.

We couldn't answer your question? Call us on 02591 - 253 98 98 or use the form below.

Do I need to appear in court in person?
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Generally, it is not necessary for you to appear in court in person.

We couldn't answer your question? Call us on 02591 - 253 98 98 or use the form below.

When am I entitled to compensation?
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You are entitled to compensation for a delayed arrival of more than 3 hours on flights departing from the EU or on flights landing in the EU and the carrier operating the flight has its headquarters in the EU.

We couldn't answer your question? Call us on 02591 - 253 98 98 or use the form below.

What is my entitlement to compensation?
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The compensation amount depends on the total travel distance:

up to 1.500 km flight distance: 250 €
1.501 km to 3500 km flight distance: 400 €
more than 3.500 km flight distance: up to 600 €

We couldn't answer your question? Call us on 02591 - 253 98 98 or use the form below.

Are there any time limits for my claims?
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According to German law, claims have a limitation period of 3 years, i.e. claims from the year 2016 can be filed until the end of 2019.

We couldn't answer your question? Call us on 02591 - 253 98 98 or use the form below.

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