1st step: Fill out the claim form in 1 minute
The first step is to fill out the claim form on the website by telling us what happened so that we can claim for the delay, cancellation, overbooking, or lost luggage.
You can contact us by phone if you prefer, but after informing us about the case, we will still ask you to fill out a form to generate an incident. Even if you don’t call, we will call you to clarify any doubts.
In the contact form, we will initially ask you for the following information:
- First name
- Last name
- Email address
- Phone number (we will never call you with advertisements, and it is very important to know the details)
- Flight (optional)
- Briefly tell us about the incident
You can write it in a minute, and with this, we will have no idea if it can be claimed or not, so you don’t have to bother uploading all the data until we tell you.
2nd step to file a claim: Upload flight documents to submit the claim to the airline
After briefly filling in these details, you can (if you want at that moment or later) upload the documents to our platform.
Documents required to file a claim with the airline and manage the claim:
If you don’t have any of this data, don’t worry, include what you can.
- Flight itinerary purchase confirmation (the email sent by the airline when booking the flight)
- Identification: DNI, passport, or residence card
- Boarding passes or letter or email from the airline acknowledging the fault: These are necessary proofs to justify that you showed up for the flight or that the airline made a mistake that harmed you. IMPORTANT: Do not throw away the flight cards. Neither the initial flight nor the rescheduled flight. If you do, it will be difficult for us to prove your passenger status, and although there are other ways to prove the incident, it can lead to a more complex claim.
- Creditable expenses: tickets and invoices for taxis, meals, missed visits, rebooked flights…
- If the problem is with the luggage: Fill out an irregularity report within 7 days when the incident is confirmed.
- If there are minors, the family book or birth certificate
- An authorization allowing us to claim on your behalf
Once this information is received, our lawyers determine the amount that can be claimed in each case.
Different factors are considered in this calculation, such as the flight distance, applicable regulations, luggage issues, incurred expenses, damages…
It is crucial to know the current regulations and stay informed about case law, as well as the status of airlines and courts. For all these reasons, it is necessary to have the opinion of a lawyer competent in the matter to file a flight claim with guarantees.
3rd step to file a claim: We handle the claim against the airline
Once the passenger authorizes us to file the claim on their behalf and the amount they are entitled to claim from the airline, a process begins in which the passenger no longer participates.
Extrajudicial action against the airline
To file an extrajudicial claim against the airline, we contact them amicably without resorting to legal action.
In this first contact, the events experienced by the passenger and the amount they are entitled to claim are presented; it is a procedure or notice.
After this first communication with the airline, we can receive two possible responses: affirmative, where the airline admits their mistake and offers the requested amount; or negative, where the airline denies their responsibility to the passenger and, therefore, is not willing to compensate the affected passenger. In this response, the most prestigious airlines (and the most expensive ones) generally accept their responsibility and agree to cooperate, knowing that if they don’t, the only outcome will be low-cost airlines that are the most likely to reject our flight claim.
If we receive an affirmative response to our request, our company and the airline reach an agreement in which the client receives compensation based on the problem caused by the airline. They would only need to wait for the payment and inform the client of the resolution agreement. This route is generally not used, although it is the most comfortable for the airline, the passenger, and our company.
If we receive a negative response to our request, we inform the airline that we will proceed with legal action.
Legal action against the airline
In this process, our expert lawyers with a high success rate (around 98%) compile all the information related to the flight and the airline and prepare a lawsuit to carry out the flight claim in court.
For the affected passenger, the only drawback of this route is the waiting time, as bureaucratic and administrative procedures slow down the flight claim process against the airline. Although we have the necessary telematic means and access to judicial portals throughout Spain, processing lawsuits in court lengthens the process. This is an unavoidable inconvenience since they go to commercial courts.
Once the claim is filed with the corresponding commercial court, you must wait for the judge’s decision in charge of the case. As we mentioned earlier, our success rate is almost total, so most of the lawsuits we file end with airlines being required to compensate our clients, adding additional costs to the airline since they have to pay the expenses incurred in the legal process.
Step 4: We pay you the compensation for the claim
Fast, comfortable, and effective.
