F.A.Q.

F.A.Q.

FAQ

Your rights

Am I entitled to compensation?

In case of a delayed, cancelled, or overbooked flight, you may be entitled to compensation. The amount awarded will depend on your itinerary.

Travelling within or from Canada: Until the Canadian passengers’ bill of rights is established, you’re only eligible for compensation if your flight is overbooked and you’re denied boarding on the flight you booked. The amount granted by the Canadian Transportation Authority varies from one airline to the next. You just have to fill out the form to find out how much you can get at www.flightclaim.ca.

Travelling within or from the United States: You’re only eligible for compensation if your flight is overbooked and you’re denied boarding on the flight you booked. This denial of boarding must cause a delay of at least one hour to your destination in order to be eligible.

Travelling to or from Europe: You’re eligible for compensation if you’ve suffered a delay of over 3 hours, a cancellation, or an overbooking, and the airline is responsible for this situation.

Situations beyond the airline’s control (e.g., weather conditions) are not eligible for compensation. In any event, you can fill out our form to check if you’re eligible for compensation.

How do I find out if I’m entitled to compensation?

You can verify this by completing our interactive form on our website. This doesn’t commit you to anything, and it’s totally free. It only takes 3 minutes to fill out, and you’ll know instantly whether you’re eligible for compensation.

I filed a claim directly with the airline and they refused to compensate me. Can I still use FlightClaim.ca’s services?

Yes, of course! If the airline rejected your claim for compensation and you believe you’re entitled to it, just fill out the form on our website www.flightclaim.ca. This will only take a few minutes. Just provide us with the information about the flight in question. In addition, please send us all your conversations and correspondence with the airline concerning your situation. We’d be happy to help, and there’s no risk for you, since we’re only paid if you receive compensation.

Can I receive compensation for the additional expenses caused by the delay, cancellation, or overbooking of my flight (hotel, new ticket, taxi, meals, etc.)?

Presently, FlightClaim.ca covers the air travel issues explicitly defined by EC Regulation 261, the Canadian Transportation Authority, and the US Code of Federal Regulations.

This includes the amounts determined for European flights in case of delay or cancellation, as well as overbooking regardless of itinerary.

You can claim compensation for your additional expenses under the Montréal Convention. However, the law is less explicit regarding the obligations of airlines. You must be able to document your expenses and prove that the airline is responsible for them.

Do connections influence my eligibility for compensation?

In certain situations, a problem with a flight that would not be eligible for compensation on its own may become eligible due to a connection.

Here’s an example: You’re flying from Europe to Canada on a Canadian airline, including a stopover in Canada. The first portion of the trip – the flight from Europe to Canada – is eligible for compensation, in accordance with EC Regulation 261. The second flight (between the two Canadian cities) may also be covered by EC Regulation 261 if the two flights are made by the same airline and are part of the same booking (under the same reservation code). For more information, check out the “Your Rights” section. You’ll also find information about EC Regulation 261 there.

In case of doubt, you can quickly check your eligibility by filling out the online form on our site (FlightClaim.ca) or by using the compensation validation service.

My flight was delayed. Am I eligible for compensation?

That depends on the segments of your flight.Flights departing from or bound for the European Union: Flights bound for or departing from the European Union are eligible for compensation if the flight and the delay meet these criteria:

  • All flights departing from an airport located within the European Union
  • All flights bound for an airport in the European Union and made by a European airline
  • The delay must be at least 3 hours to the final destination
  • Domestic flights in Canada: Flights within Canada, from one Canadian city to another, operated by a Canadian airline are generally not eligible for compensation – at least, not until a Canadian passengers’ bill of rights is established.Domestic flights in the United States: Flights within the United States, from one American city to another, operated by an American airline are generally not eligible for compensation.
    For additional information, check out our “Your Rights” page. In case of doubt, you can quickly check your eligibility by filling out the online form on our site (FlightClaim.ca) or by using the compensation validation service.

  • Are cancelled flights eligible for compensation?

    That depends on the details of your cancellation. You can get up to 600 Euros, depending on the situation. Here are the criteria that will influence your eligibility:

  • Your flight itinerary
  • Whether you were informed of the cancellation more than 14 days before the date of your flight
  • The liability of the airline; the airline may not be held liable for exceptional circumstances or situations beyond their control, such as an air traffic controllers’ strike, the weather, or security measures.
  • The number of hours you were delayed due to this cancellation in arriving at your final destination
  • In addition, the airline must:
  • refund your ticket
  • or
  • deliver you to your final destination
  • You are also entitled to:
  • Phone calls
  • Food
  • Accommodation
  • Transportation to your accommodation
  • How do I know the duration of the delay to my destination?

    It can sometimes be difficult to know whether the delay to your destination is greater or less than 3 hours. In case of doubt, don’t hesitate to send us your claim application, and we’ll check if your flight is eligible for compensation in our databases. This mystery is hard to explain for passengers. The delay to the destination determines whether the flight is subject to compensation according to regulations. If this delay is 3 hours or more, passengers can claim compensation. However, if you’re unsure of the duration of your flight’s delay, don’t hesitate to send us your claim. We’ll determine the duration of this delay and whether you can claim compensation.

    My flight was overbooked. Am I entitled to compensation?

    If you were denied boarding due to overbooking, here’s what you’re entitled to:

    Domestic flights in Canada: Up to $800 Canadian, depending on the airline used and the delay in arriving at your final destination caused by the denial of boarding.

    Domestic flights in the United States: Up to $1300 US, depending on the price of your ticket and the delay in arriving at your final destination caused by the denial of boarding. You can receive up to 400% of the value of your one-way ticket, to a maximum of $1300 US.

    Flights departing from or bound for the European Union: Up to 600 Euros, depending on the delay in arriving at your final destination caused by the denial of boarding.
    You are also entitled to:

    • Phone calls
    • Food
    • Accommodation
    • Transportation to your accommodation
    I was refunded for my flight. Can I still get compensation?

    If your flight is eligible for compensation under EC Regulation 261 and you were given less than 14 days’ notice, you are entitled to compensation. You can get both a refund and compensation. However, you have to make sure that you didn’t sign a waiver or a release when receiving the refund.

    I accepted a travel credit after my flight was delayed/cancelled/overbooked. Can I still get compensation?

    You’re eligible for compensation if you accepted an amount or a travel credit lower than that specified by EC Regulation 261. For example, if you’re entitled to €600 and you accepted a €200 travel credit as compensation, you’re entitled to receive the remaining amount: €400. If you haven’t used the credit, you can request that this compensation be fully paid out in cash in the amount of €600.

    My flight was delayed less than 3 hours, but I missed a connection due to this. Can I still get compensation?

    If your flight was within the European Union, you may be able to receive compensation under EC Regulation 261. The compensation is based on the delay in arriving at your final destination. If the missed connection caused you to be delayed more than 3 hours, you should be eligible for compensation. However, all your flights must be part of the same booking and have the same reference number.

    What is an extraordinary circumstance?

    Airlines may not be held liable for situations caused by “extraordinary circumstances.” This only applies in a small number of situations. In any event, the airline must prove that it did everything in its power to reduce or negate all the impacts of this situation. Strikes by air traffic controllers and weather conditions may be included here. “Natural disasters” such as hurricanes and cases of “force majeure” such as acts of terrorism generally don’t qualify for compensation under the law.

    I was travelling with my young children. Can I get compensation for them too?

    You can get compensation for children over 2 years of age. Just add them to the “other passengers” section on the claim form.

    Can I get compensation if my flight was paid for by my employer?

    The compensation is paid to the ticket holder – namely, the passenger. If you suffered a delay or a cancellation during a business trip, you can get compensation as a passenger.

    How much time do I have to file a claim after the event?

    You have between 2 and 6 years to file a claim and receive your compensation, depending on the country in question. Click here to see the statutes of limitations under European law. Just fill out our online form, and the FlightClaim.ca legal team will take care of the rest.

    I’m not a citizen of the European Union. Am I still entitled to compensation?

    Yes, the compensation doesn’t depend on your citizenship, but on the details of your flight. You can therefore claim compensation even if you’re not a European citizen.

    On going case

    How can I view the status of my claim?

    We’ll keep you updated whenever there’s new information about your case. However, you can always check the status of your claim by going to the “Status of My Claim” tab on our website or by contacting us at info@volenretard.ca.

    What should I do if the airline contacts me after my claim has been submitted by FlightClaim.ca?

    After FlightClaim.ca takes action, the airline may contact you directly to offer you a lesser amount. If this happens, you should refer them directly to us and notify us of this as soon as possible. If you attempt parallel actions, this will only make the process of resolving your case longer.

    What does FlightClaim.ca do if the airline doesn’t respond to my claim for compensation?

    If we don’t get a response from the airline, we’ll contact the national organizations in place in your country to obtain mediation. If this doesn’t get results, we’ll continue our actions in court.

    What does FlightClaim.ca do if the airline unfairly rejects my claim for compensation?

    If we don’t succeed directly through the airline, our legal team will look at all the options that are open to us. We defend you against the bad practices of the airlines. A judgment may open the door to other claims. An initial rejection doesn’t necessarily mean that you won’t get compensation. We’ll fight for your compensation.

    Are there any extra costs if there are judicial or extrajudicial proceedings?

    We work on a risk-free basis for you. Although legal actions can be very costly, the costs will be borne by FlightClaim.ca no matter how much the legal proceedings cost. The agreed 25% fee will always remain the same.

    When will I receive my compensation?

    The waiting periods vary, but rest assured that we do everything in our power to close out the case as quickly as possible. However, some airlines respond within 2 or 3 days, while others may take between 4 and 6 weeks. We communicate regularly with the airlines to make them respond. If your claim for compensation is rejected, our legal team, which is made up of lawyers, will evaluate and take charge of your case. Depending on the case, we can appear before the Direction de l’Aviation Civile (Civil Aviation Authority) or pursue legal action. In these cases, the waiting period will be 6 months, or even more than a year. The length of the claims process varies for each complaint. We do everything in our power to close out the case as quickly as possible. However, certain claims may take up to 6 months or even a year. This is due to the fact that we’re dependent on the legal period granted to the inspection services so they can investigate the circumstances of the complaints, as well as the duration of the legal proceedings that we may have to undertake.

    What is the compensation amount that I’m eligible for according to EC Regulation 261?

    Flights departing from or bound for the European Union:

    Real arrival time at your destination vs. time originally specified
    Less than 2 hours More than 2 hours More than 3 hours More than 4 hours Never arrived Distance
    Denied boarding 250 € 250 € 250 € 250 € 250 € < 1500 km
    400 € 400 € 400 € 400 € 400 € 1500 km < 3500 km
    600 € 600 € 600 € 600 € 600 € 3500 km <
    Delayed 0 € 0 € 250 € 250 € 250 € < 1500 km
    0 € 0 € 400 € 400 € 400 € 1500 km < 3500 km
    0 € 0 € 300 € 600 € 600 € 3500 km <
    Cancelled 125 € 250 € 250 € 250 € 250 € < 1500 km
    200 € 200 € 400 € 400 € 400 € 1500 km < 3500 km
    300 € 300 € 300 € 600 € 600 € 3500 km <
    Is it possible that the compensation amount will be reduced?

    Depending on the situation, it’s possible that the compensation will be reduced by 50%. This is especially the case when the airline offers you a replacement flight and the arrival time at your final destination doesn’t exceed:

     

    • 2 hours later than the specified arrival time of the original flight for segments up to 1500 km
    • 3 hours later than the specified arrival time of the original flight for segments between 1500 and 3500 km
    • 3 hours later than the specified arrival time of the original flight for segments over 3500 km
    Why was my compensation reduced by 50%?

    If a passenger is rerouted by the airline after their flight is cancelled, the compensation amount may be reduced by 50%. However, the airline must meet certain deadlines between the estimated arrival time of the original flight and the real arrival time of the replacement flight to the passenger’s final destination.

     

     

    Type de vol Distance parcourue Retard à la destination finale
    Within the European Union Less than 1,500 kilometres Less than 2 hours
    Within the European Union Plus de 1 500 kilomètres Less than 3 hours
    Within the European Union Between 1,500 and 3,500 kilometres Less than 3 hours
    International – European fligh More than 3,500 kilometres Less than 4 hours

    Documents

    What is power of attorney?

    Power of attorney is only used to get compensation from the airline; it makes obtaining this easier. Power of attorney authorizes us to take the appropriate legal steps in your name to collect compensation from the airline.

    What documents do I have to provide to receive my compensation?
    • Signed power of attorney
    • Electronic ticket
    • Written confirmation of the reason for the delay from the airline (if possible)
    • Copy of your photo ID

    We will ask you for these documents once you’ve submitted your claim form.

    Why do you ask for a copy of my photo ID or a copy of my electronic ticket?

    We need these documents to identify you. The airline also needs them to validate the signature on the power of attorney.

    What happens with my documents once you’ve received them? Are they safe?

    We comply with the data protection laws of the European Union. We make sure your data is always safe.

    Will my personal information be shared?

    We won’t share your data without your permission. You can request the deletion of your data and your personal information at any time.

    Where can I find my reservation code?

    You can find your reservation code on your electronic ticket or on the purchase confirmation documents associated with your flight sent by the airline. This code allows the airline to process your request. It’s generally an alphanumeric code of around 6 characters.

    What am I agreeing to by signing the form and what are my obligations to FlightClaim.ca?

    By signing the form, you agree to:

     

    • Comply with the terms and conditions. You can consult the terms and conditions at any time at FlightClaim.ca.
    • Give FlightClaim.ca your mandate and issue us a power of attorney that will let us show the airline that we are formally representing you. You can view the power of attorney at any time by clicking here. A copy will be sent to you via email once you’ve finished filling out your claim for compensation.
    • Not communicate directly with the airline. In the event that the airline, via one of its representatives, contacts you directly in the aim of settling your claim, you agree to do the following:
      • Reconfirm to the airline that you gave “Réclamation Vol En Retard Inc.” the mandate to represent you and that you maintain this mandate, and;
      • Ask the airline to pursue the settlement of your case with “Réclamation Vol En Retard Inc.,” and;
      • Ask the airline to send the compensation owed to you directly to “Réclamation Vol En Retard Inc.”
    • Issue a receipt to the airline following the payment of the compensation.

    Complying with these procedures will speed up the settlement of your case with the airline. We thank you in advance for your cooperation.

    About us

    What is FlightClaim.ca?

    FlightClaim.ca is a company that assists air passengers who have suffered a delay, cancellation, or overbooking, or who were simply denied boarding. FlightClaim.ca helps travellers receive fair compensation and takes care of the sometimes long and complicated procedures that accompany this dispute. All you have to do is fill out the compensation form on www.flightclaim.ca. If we succeed, we keep a 25% commission to cover our fees. However, if we don’t get compensation, you pay nothing!

    Can FlightClaim.ca help me?

    We can advise you on your eligibility for financial compensation, which may reach up to €600 per traveller. If your claim is valid, we initiate the procedures for filing the application in your name and collect all the evidence based on historical data. FlightClaim.ca takes care of the administrative formalities and handles the communication and follow-up with the airline. Getting compensation is never simple, but we have the knowledge and expertise to make this task easier. Rest assured, we’ll fight for you every step of the way!

    Why choose FlightClaim.ca?

    Our extensive expertise in the air travel industry, the experience of our lawyers who specialize in travellers’ rights, and our business intelligence make us the best choice to make sure your claim for compensation succeeds.

    How can I submit my claim for compensation to FlightClaim.ca?

    It’s easy! Just click the “Let’s Get Started” button and follow the four steps. If you have any questions, please contact us at info@volenretard.ca.

    How long will it take for me to receive my compensation?

    The waiting periods vary, but rest assured that we do everything in our power to close out the case as quickly as possible. However, some airlines respond within 2 or 3 days, while others may take between 4 and 6 weeks. We communicate regularly with the airlines to make them respond. If your claim for compensation is rejected, our legal team, which is made up of lawyers, will evaluate and take charge of your case. Depending on the case, we can appear before the Direction de l’Aviation Civile (Civil Aviation Authority) or pursue legal action. In these cases, the waiting period will be 6 months, or even more than a year.

    Why should I claim compensation?

    The growing number of travellers from year to year in Europe has created the need to establish rights for travellers. Regulation (EC) No. 261/2004 provides for compensation for delayed, cancelled, and overbooked flights. After all, your time is precious!

    I don’t see my type of flight disruption on your website. How can I get compensation?

    According to the European air transport regulation and in compliance with EC Regulation 261, we offer service for delays or cancellations for all flights from the European Union, including all airlines and regardless of the nationalities of the travellers. This also applies to flights bound for the European Union operated by European airlines, regardless of the nationalities of the travellers. We also offer claims service for all denials of boarding due to overbooking, regardless of the origin or the destination and applicable to all continents. In all cases, you can submit an application and we’ll let you know if you’re eligible for compensation according to our criteria. If your situation isn’t described above, it’s unlikely that we can help you. In any event, you can try to contact the airline directly, even if they are under no legal obligation to compensate you.

    Do you offer assistance for lost luggage?

    At the present time, we don’t offer claims service for lost or damaged luggage, since this isn’t covered by EC Regulation 261. We hope that it will be covered by Canada’s new air passengers’ bill of rights.

    When I filled out the form, I received a message telling me that I’m not entitled to compensation. What should I do?

    If our form indicates that you’re not eligible for compensation, it’s likely that your situation doesn’t correspond to the conditions covered by FlightClaim.ca. Here are the services for which we can obtain compensation:

    • Delayed, cancelled, or overbooked flights covered under EC Regulation 261
    • Denied boarding caused by overbooking for all destinations, regardless of the continent

     
    If you believe that your application has been evaluated incorrectly, please contact us at info@volenretard.ca to discuss this with a member of our team. We would be happy to review your file with you.

    What are the costs of doing business with FlightClaim.ca?

    The use of our service is free of charge unless your claim is successful. We therefore aren’t paid if you don’t receive compensation, so it’s risk-free for you. If we succeed, our commission is 25% plus applicable taxes.

    Additional questions

    Are you a travel agent or agency who would like to become a FlightClaim.ca partner?

    FlightClaim.ca offers a partnership program for travel agents and agencies. Check out our “Partnerships” page to learn more or contact us at info@volenretard.ca.

    Are you a business owner who would like to collaborate with FlightClaim.ca?

    Does your company make its employees travel for their work? If your employees suffer delays, cancellations, or overbooking, we can get you compensation. We take care of your complaints quickly and with quality service, saving you time and money. Don’t hesitate to contact us for more information: info@volenretard.ca.

    I want to work for FlightClaim.ca. Where can I find your job offers?

    Our job offers are shared on our Facebook page: https://www.facebook.com/flightclaim.ca/. If you’re interested in an offer, you can contact us at the following email address: info@volenretard.ca.

    I can’t find the information I’m looking for on your site. What should I do?

    If you can’t find the answer to your question, don’t hesitate to contact us at: info@volenretard.ca.

    close-link