⚙ Transparency & Trust
Find out what happens behind the scenes – how we enforce your claim step by step and with full commitment against the airline.
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PROCESS OVERVIEW
Enforcing passenger rights can be a complex process. We take care of every step for you – from reviewing your documents to initiating legal action. On this page, we explain transparently what happens in your case.
SCHRITT 1
STEP 1
Once your case has been received, the structured case processing begins. Ensuring that all required documents are complete is the crucial first step.
Complete documentation from the traveler is essential for processing the case. If any documents required to handle a case are missing, it is placed in a waiting status. An agent can only begin processing the case once all necessary documents have been provided.
As soon as it is verified that the document collection is complete, the case is queued for processing and assigned to one of our case managers. They will take charge of the detailed investigation and handling of the case. Afterwards, a notification will be sent to you to inform you that internal processing has been completed.
SCHRITT 2
STEP 2
Before taking a case to court, we always first attempt to resolve the matter out of court. The relevant airline or tour operator is requested to pay your claim. This gives the company the opportunity to review the case and settle the claim within a set deadline of 14 days.
If no payment has been received after this deadline or no satisfactory agreement has been reached, our legal department takes action and handles the next steps.
SCHRITT 3
STEP 3
If airlines or tour operators fail to respond, your case will be forwarded to our responsible lawyers. These travel law experts will assess the available legal options.
You will be regularly informed about the progress of your case, so you always know the current status.
SCHRITT 4
STEP 4
From a legal perspective, we essentially have two options available: filing a formal lawsuit or applying for a payment order. Both processes lead to a court decision – either in favour of the passenger or the airline.
SCHRITT 5
STEP 5
After the court proceedings have been concluded, a judgment is available. Depending on the outcome, different next steps will follow – we will continue to support you in every case.
Unfortunately, the desired outcome in the court proceedings was not achieved. We will now carefully review whether it makes sense to appeal the decision or file a further legal remedy. Of course, we will keep you regularly informed about all progress and decisions.
The appeal proceedings are currently still underway, and a final judgment has not yet been rendered. Because such processes can vary depending on the complexity and details of the case, it is not always possible to predict an exact time for a final verdict. Nevertheless, we ensure that you are promptly informed of the progress of the proceedings and all important developments.
Following thorough review and execution of the appeal proceedings, it turned out that these were either unsuccessful or could not be initiated for certain reasons. This means that despite all efforts, the case cannot be pushed forward any further. It is always our endeavor to exhaust all available legal options – however, in some situations, the limits of the legal framework are reached.
The court has issued a positive judgment in favour of your claim. This success marks an important milestone. The next step is enforcing the judgment against the airline.
Despite the final judgment, the airline refuses to make the payment. In this case, we initiate the necessary enforcement measures. This process may take additional time, but we will consistently pursue your claim until full payout is achieved.
FAQ
It depends on your individual case. Out-of-court settlements can be reached within a few weeks. Court proceedings usually take between 3 and 24 months. We will always keep you updated on the progress of your case.
Nothing. Passengers friend operates on a No-Win-No-Fee basis: you only pay a commission if your claim is successful. No success – no costs.
Yes. You will receive regular status updates by email. You will always be informed directly about important decisions.
Documented additional expenses caused by the flight delay or cancellation can be claimed in addition to the EU compensation. Reimbursement of additional expenses is uncapped – there is no maximum limit.
"Are you a travel agency or tour operator?"
Premium service for your business: Customer assistance with flight disruptions – fast and fully compliant.
Legal handling of flight issues – outsourced with ease, resolved professionally.
"What is your case?"
Compensation for delayed flights.
Your flight was cancelled or not operated.
For problems caused by diverted flights.
If the airline has overbooked your flight.
In the event of missed connecting flights due to delays or similar disruptions.
Handling of Taxes and Fees in the Event of Flight Disruptions
