Frequently asked questions

Do you have any questions about our services or your passenger rights, here is the most information at a glance. If your question isn't answered on our website, please leave us a message or take contact with our support agent via our live chat.

Do you have any questions about our services or your passenger rights, here is the most information at a glance. If your question isn't answered on our website, please leave us a message or take contact with our support agent via our live chat.

About Claim it

We assist you as an airline traveler in obtaining the compensation you are entitled to. If you are an air passenger travelling to or from any European Airport, and you're the victim of a long flight delay of 3 hours or more, of a flight cancellation, or if you were denied boarding, you are entitled to a financial compensation. This compensation varies by law (EU Regulation 261/2004) from 250 EURO, 400 EURO to 600 EURO per passenger.

Claim it is highly specialized in claiming those compensations for passengers such as you. Thanks to our team of lawyers and legal experts, as well as to our extensive network and our database, Claim it ensures that your claim will reach the right services optimally, completely and as fast as possible.

In cases where Claim it disagrees with the stance of the airline on the compensation demand, it often decides to initiate legal steps against the airline. This is with no extra cost to you.

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Claim it works on a customer-friendly “no cure – no pay” basis. This means that we charge no disbursements whatsoever and you only pay us a fixed percentage of the compensation we recover for you.

If we are not successful, we will get nothing, even if we have incurred legal or any other costs – so in other words, you carry no financial risk at all.

If the airline pays the compensation, Claim it will invoice you 25 percent + VAT of the amount of the compensation. Within 30 days Claim it will then transfer the amount of the compensation, minus our invoice, to your bank account.

In case the airline pays you directly, Claim it will send you its invoice of 25 percent plus VAT, which you then pay to Claim it by bank transfer, after having received the amount - part or all - of the compensation.

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We work on a no-cure, no-pay basis. This means that you only pay our 25% (+VAT) fee of the compensation we obtain for you. If we don't manage to obtain it for you, you don't pay us a single euro. Even if we need to go to court, our fee remains the same and is entirely contingent to a positive outcome.

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EU Regulation 261/2004 foresees that passengers, who travel to or from any European airport, are entitled to a financial compensation when they arrive at their final destination with a delay of three hours or more, or when their flight was cancelled or they were denied boarding due to an overbooking.

The amounts of those compensations are regulated by law and are:

  • 250 EURO for flights of 1.500 km. or less.
  • 400 EURO for flights of between 1.500 km and 3.500 km.
  • 600 EURO for all other flights (3.500 km. or more)

Through our claim form you can apply immediately.

This regulation does not apply to Non-European airlines, leaving from a Non-European country, even if their destination is a European airport.

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About submitting a claim

The statute of limitations for a claim is different in each EU country. In Belgium it is currently of one year.

In other countries such as France or the Netherlands the file can be introduced up to two years after the incident occurred.

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Of course, each passenger is free to introduce a claim by himself at first.

However, airlines tend to make this extremely difficult for the unexperienced customer. It often seems that some airlines’ goal is to do everything they can in order to find a way not to pay up your due. In addition, very long waiting times, peculiar procedures and bureaucracy leads many to prefer the hassle-free 'No-cure No-pay' service offered by Claim it. Our service ascertains that your claim will reach the right services in optimal condition, as fast and as completely as possible.

If Claim it disagrees with the outcome of a claim, it may decide to initiate legal steps against the airline. Even in this case the whole procedure will still be without any cost to you, expect for the fixed fee in case of a win.

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A number of documents are necessary in order to initiate a claim for you. You can upload these immediately during the filing of your claim on our website. It's also possible to add these documents to your file later on.

We need a copy of the following documents:

  • Identity card or passport
  • eservation confirmation and/or e-tickets and/or boarding passes

You don't have some of these in your possession any longer? You can try to ask for a duplicate through the travel organization or travel agent who booked your trip or flight for you.

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You need to fill in and sign a procuration in order for Claim it to be able to represent your interests. There are airlines who refuse to take care of a claim if this procurement is missing. If and when we start a judicial procedure in order to obtain your claim, we also need this power of attorney in order to represent your interests in court.

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About the claim process

You can see the actual status of each of your claims on your personal online account. Simply log into ‘MyClaimIt’ on the top right corner of the home page of our website.

If you need any other information, do not hesitate to contact us using the ‘support’ feature on your online account. If you do not have a login account yet, please send us your question via our contact form.

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If we have initiated a legal procedure, you might get copies of announcements or dates at which we need to be present in court, at your home address.

Please note that our lawyers always receive copies of this as well and will always represent you in court. There is no need to be present yourself. If you choose to be present, we kindly ask you to contact us beforehand, so we can put you in touch with our lawyer handling your case. This could avert the risk of unnecessary long waiting times for you.

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No, only if CLAIM IT and its legal experts are of the opinion that the response or the attitude of the airline is unacceptable.

Of course, if there is a legitimate reason to refuse the payout of a compensation, such as the irruption of a volcano, strikes, political unrest or any other exceptional situation, CLAIM IT will honor the decision. On the other hand, CLAIM IT is not bound to take legal steps in each and every case; this remains its own autonomous decision.

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If the airline contacts you directly, after you have authorized Claim it to act in your name, it is important that you contact us about this as soon as possible.

We need to be aware of the new situation, especially in order to avoid the continuation of procedures in court, if they accept to pay your compensation. Therefore, if such is the case, please always transfer a copy of the relevant correspondence to

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Claim it does everything in its power for your claim to be handled as quickly as possible.

However, in practice, it seems that from the introduction of a claim until the final payment by the airline, a period of a few weeks up to two years can pass.

It strongly depends whether we need to start a legal procedure or not. Therefore, it is quite difficult to predict how long it will take in any specific case. Nevertheless, we always aim to handle claims within 6 months, but again we need to stress it strongly depends on the specifics of the situation and on the attitude of the airline.

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Of course, you can interrupt the procedure with us anytime and put an end to it. Just be aware that if you decide to stop the procedure after having authorized Claim it to act in your name, Claim it will invoice you 25 percent + VAT of the claimed amount as well as the entirety of the fees paid and/or to be paid for the legal proceedings (lawyer, bailiff, court fees, …).

This is only the case if you make the one-sided decision to stop the procedure we have started for you.

If you wait for the final results, we will only invoice you the agreed upon fee in case we win the case for you. In other words, the only circumstances in which you might have to incur any cost before receiving your significantly larger compensation is if you take the unilateral decision to put an end to an ongoing claim you have initiated with us.

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About the compensation

We accept claims on a 'No win, no fee' basis. This means we won't charge you unless we succeed at claiming compensation, even if this requires legal steps. If we're successful, we will charge 25% of the total compensation (+ VAT).

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In most cases, the compensation will be transferred to our bank account by the airline. We will then ask you to provide your bank account details so we can transfer the compensation to you, after our fee has been deducted. In the event the compensation is transferred to your bank account directly we will send an invoice for the 25% fee (+ VAT).

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In case the airline modifies the flight times, one should consider the initially booked flight as a cancelled flight in case the airline informed you about it:

  • less than 14 days before departure, and if the newly offered route means that you have to leave more than 2 hours earlier compared to the initial flight time, or has you reach your final destination more than 4 hours after the initially scheduled time of arrival
  • less than 7 days before departure, and the newly offered route means that you have to leave more than 1 hour earlier compared to the initial flight time, or has you reach your final destination more than 2 hours after the initially scheduled time of arrival.

If you have been subject to one of the situations mentioned above, you can claim your compensation now, using the option ‘my flight was cancelled’. We'll make sure you will obtain the financial compensation you are entitled to.

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About your online account

Login to your personal account through the "connect" button (in the upper right hand corner of every page of our website). Then access the submenu "my account". You can modify anything you want in the category ‘personal details’.

We will only use your personal information in order to inform you of the progress of your claim. You can freely modify this information at any given time. Should you want to read more on our privacy and data protection policy, please visit the webpage dedicated to our policy regarding privacy.

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Login to your personal account through the "connect" button (in the upper right hand corner of every page of our website). Then enter the submenu "my account". You can modify your password in the category ‘login details’.

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If this happens, please e-mail your documents as attachments to Do remember to mention your case number in the subject line of your message. This will allow us to automatically add your documents to your case file.

You can also choose to send us the documents by regular mail. Again, please remember to mention your case file number in an accompanying letter or note. Upon reception of your documents, we'll scan them and add them to your case file. Our postal address is:

Globafinance SPRL / BVBA
Avenue Louise 500
1050 Brussels (Belgium)

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Just click on the "connection" button, situated in the upper right-hand corner of every page of our website.

You'll only be able to login with the same e-mail address you have used to set up your account. Should the website not recognize your e-mail address, please verify that it is the exact same address used when setting up your account and/or if you have accidentally added a blank space at the end of it. If the website indicates that the password doesn't match the one we have on file, please check your password.

In case you forget your password, click on the "forgot password" link within the "connection" window. After introducing your e-mail address, we will send you a new password. If this problem happens repeatedly, please contact our team through our contact form or through the live chat on the website.

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