FAQ

How do we assist passengers?

We specialise in assisting air passengers who may be entitled to standardised compensation for flight delays, cancellations, denied boarding, or other qualifying disruptions under Regulation (EC) No. 261/2004. We manage the claim from start to finish, set out the legal basis of your entitlement, and handle communications with the airline and any relevant authorities. You do not need to deal with the process yourself.

My flight was cancelled. Am I entitled to compensation?

You may be entitled to standardised compensation where:

Your flight arrives more than three (3) hours late;
Your flight is cancelled at short notice; or
You are denied boarding against your will.

Compensation is not payable where the disruption was caused by “extraordinary circumstances” which could not have been avoided even if all reasonable measures had been taken (for example, severe weather, security risks, or other circumstances falling within the meaning of the term as interpreted in the applicable case law).

How much compensation may be payable?

EUR 250 for flights of 1,500 km or less;
EUR 400 for flights between 1,500 km and 3,500 km;
EUR 600 for flights of more than 3,500 km (to or from Iceland).

What documents do I need to provide?

your ticket and booking confirmation;
your name and contact details; and
in some cases, additional documentation required to substantiate the claim.

How long does the process take?

This depends on the airline. Some airlines settle claims within a few weeks; others take longer. Where it becomes necessary to submit the matter to the Icelandic Transport Authority (Samgöngustofa) or to pursue the claim through the courts, the process may take additional time. In all cases, we act to protect your interests throughout.

Do I have to pay anything upfront?

No. We operate on a success-fee basis. You pay a service fee only if your claim is successful.

What is the service fee?

Our fee is 25% of the compensation recovered if the claim succeeds. If no compensation is recovered, no fee is payable.

Is it safe to send you my personal data?

Yes. We process personal data in accordance with applicable data protection legislation, as set out in our Privacy Policy, and we use your data solely for the purpose of pursuing your claim.

What if my flight was outside Europe?

If the flight was to or from Iceland, the rules on standardised compensation may still apply.

The disruption happened a long time ago. Is it too late to claim?

Not necessarily. As a general rule, claims may be pursued for up to four (4) years retrospectively.

My flight did not depart from or arrive in Iceland. Can I still use your services?

Unfortunately, we are unable to take on the matter, as our service is limited to flights departing from and/or arriving in Iceland.