Claims Terms

These Claims Terms apply when you ask FlyHandled to pursue compensation, reimbursement or a refund from an airline ("a claim"). They form part of the Terms of Service.

• We assess the claim against the rules that may apply, based on the information you give us.
• We submit it to the airline in your name and handle the correspondence.
• If the airline refuses or does not respond, we may escalate to the competent enforcement body or an alternative dispute resolution scheme.
• If a claim still does not succeed and we consider it well-founded, we may recommend legal action through independent legal partners (section 6).

We will keep you informed at each step in the app.

By submitting a claim you authorise FlyHandled to act on your behalf, and on behalf of every passenger you list, in relation to that claim: to communicate with the airline, negotiate, receive payment on your behalf and pass it on to you under the Fees Policy.

You confirm that you are one of the passengers or are authorised to act for each passenger you list (for example, as their parent or legal guardian).

Some airlines and courts require a signed power of attorney or an assignment of the claim. Where that is the case, we will ask you to sign one, assigning the claim to FlyHandled or to one of our legal partners solely so that it can be pursued, on the financial terms set out here. Nothing in an assignment changes what you keep under the Fees Policy.

• Provide accurate, complete and genuine information and documents, and correct anything that turns out to be wrong.
• Do not pursue the same claim yourself or through another service while we handle it.
• Tell us promptly if the airline contacts you, offers you anything, or pays you directly.
• Respond to reasonable requests for information within the time we indicate.

If the airline pays you directly as a result of our claim, the applicable fee is still due and must be paid within 14 days.

You pay nothing unless compensation is recovered. When it is, we deduct the fee shown and confirmed before you submitted (25% for FlyHandled Protect claims on trips not included in FlyHandled+) and pay you the rest. Full details, including worked examples, are in the Fees Policy. The fee in force when you submit applies for the life of the claim.

If the airline refuses a claim we consider well-founded, we may propose legal action. Proceedings are brought by independent, licensed legal partners in the appropriate jurisdiction. FlyHandled is not a law firm in every jurisdiction and does not itself represent you in court.

• If legal action is needed, the legal action fee (40% in total for standard claims, 15% for claims on trips included in FlyHandled+) replaces the success fee. It is never added to it.
• You do not pay court fees or lawyer costs, whether the case is won or lost, unless it fails because the information you provided was false.
• If the airline does not pay after a judgment, our partners may take enforcement or collection steps. Costs recovered from the airline are kept by the party that incurred them.
• Where local rules require it, we will ask for your specific consent before proceedings begin.

We may decline to take on, or close, a claim that is outside the scope of the rules, time-barred, duplicated, incomplete after reasonable reminders, based on false or altered information, or otherwise abusive. We will tell you why. No fee is charged on a claim we close without recovering anything.

You may withdraw a claim at any time before the airline agrees to pay, at no cost. If you withdraw after the airline has made an offer we secured, or after legal proceedings have begun, the applicable fee is due on the amount obtained or offered.

We pay you within 14 days of receiving funds, by the method you chose. We do not add a margin to currency conversion. Vouchers are only accepted if you asked for them.

A trip is included in FlyHandled+ when it had a FlyHandled+ Trip Pass bought before departure and before any disruption was announced, or when it departed while your FlyHandled+ Membership was active. Claims on included trips have a 0% success fee and priority handling. Other claims are handled by FlyHandled Protect on the standard no win, no fee terms. The FlyHandled+ Terms explain eligibility in full. FlyHandled+ and FlyHandled Protect are services, not insurance.

Claims are subject to legal time limits that vary by country. We act promptly, but we cannot guarantee that a claim submitted close to a deadline will be filed in time.

How we use and share claim data is described in the Privacy Policy.