On our FAQ page, you’ll find answers to the most common questions about our services and products
Simple and quick, as we like it!
Yes, airlines may encourage consumers to use online forms or portals, but under general consumer rights, they are also required to offer alternative and accessible contact methods, such as email or mail. This ensures that consumers do not face unnecessary obstacles in their right to file a complaint or request a refund.
No, EU legislation does not specifically require passengers to use a particular format or method to submit a claim. If you prefer to submit your claim via email, you can do so.
Under EU Regulation (EC) No 261/2004, passengers are entitled to compensation for delayed or canceled flights. Compensation amounts are determined based on the flight distance and the length of the delay:
Exceptions:
• If the delay is less than 2, 3, or 4 hours, or if the airline can prove the delay was caused by extraordinary circumstances, such as bad weather or strikes, compensation may be reduced or not granted.
• If you are offered an alternative route that results in a shorter delay than originally planned, compensation may be reduced by 50%.
Regardless of compensation, you are entitled to the following if:
• Meals and drinks if the delay exceeds 2 hours (depending on distance).
• Hotel accommodation if the flight is delayed until the next day.
• Free transportation to and from the hotel.
Although EU Regulation 261/2004 does not specify deadlines, airlines may have internal policies requiring claims to be filed within a certain time after the flight, typically 6 to 12 months. This does not affect passengers’ rights under national law but could make it harder to claim compensation if filed late (3–6 years).
If your baggage is lost, delayed, or damaged, you are entitled to compensation from the airline.
• The compensation amount is limited to approximately €1,300, as set by the Montreal Convention, applicable in most countries, including all EU countries.
If your baggage is delayed, you are entitled to compensation for necessary expenses such as clothing, toiletries, or other essentials you need during the waiting period. This is often referred to as “interim compensation.”
Yes, but it must be done in the correct order:
• Claim from the airline first: Submit a claim to the airline within the applicable deadlines (7 days for lost baggage, 21 days for delayed baggage). Most travel insurance policies require you to attempt compensation from the airline first.
• File a claim with your travel insurance afterward: Once you have received a decision from the airline, you can forward it to your travel insurance provider along with the documentation. The insurance will typically cover amounts exceeding what the airline offers or costs not covered by the airline.
Yes, travel insurance usually covers lost or delayed items in addition to what you receive from the airline. Insurance can cover expenses such as additional costs for clothing and toiletries while you wait for your baggage. It can also cover high-value items that exceed the airline’s coverage limits.
The rules apply to flights within the EU, as well as flights to and from an EU country with an EU-based airline.
To support your claim, you need to gather the following documents:
• Boarding passes and travel documents: To prove you were on the flight in question.
• Documentation of the delay or cancellation: For example, confirmation from the airline about the incident.
• Receipts for expenses: These could be for additional costs for food, hotels, or necessities incurred due to the delay or loss.
A Property Irregularity Report (PIR) is usually required to claim compensation for delayed, lost, or damaged baggage. It serves as an official confirmation that you reported the issue to the airline and is an essential part of the documentation when filing a compensation claim.
Go to the airline’s baggage service or counter and request the following:
Yes. According to common practice and the Consumer Authority’s guidelines, companies in Norway are expected to accept inquiries through standard methods like email and mail. Email is considered a universal communication channel. While companies may encourage you to use a specific complaint portal, they cannot require it if the consumer chooses to use email or other traditional communication methods.
No. A company that offers products or services cannot refuse a consumer’s refund request submitted through traditional methods like email or mail.
Yes. In the EU and Norway, consumer protection laws ensure that consumers can submit complaints and refund requests.
Marketing Act § 22
A company cannot impose unreasonable requirements that limit the consumer’s ability to make complaints or refund claims. Email is recognized as an accessible and acceptable communication channel for such claims.
Right of Withdrawal Act
Consumers can exercise their right of withdrawal through an “unequivocal statement,” such as an email. Companies must accept emails as part of their communication channels for refund claims related to withdrawal rights.
Consumer Purchases Act
Consumers have the right to complain about a product or service through written channels such as email. The law does not specify the use of any particular channel, and email is recognized as a valid method.
Consumer Authority’s Guidelines
For user-friendliness, companies should offer multiple communication channels, including email. Requiring consumers to use exclusive portals may violate guidelines for consumer accessibility and simplicity.
Unfair Commercial Practices Directive (2005/29/EC)
This directive prohibits unfair practices that limit or complicate consumer rights. Consumers should be allowed to choose alternative methods, like email, if more practical.
Consumer Rights Directive (2011/83/EU)
This directive ensures consumers have the right to contact service providers (including airlines) through simple and accessible channels, such as email, and mandates that businesses provide easy access to information about complaints and refunds.
General EU Consumer Protection and Passenger Rights under Regulation (EC) No 261/2004
While Regulation 261/2004 covers passenger rights for delays, cancellations, and overbooking, it does not specify requirements for using a specific channel to claim compensation. This gives consumers the flexibility to submit claims through other methods, like email.
This varies by company, but most aim to provide an initial response within 30 days.
You are entitled to a 100% refund. Use the Payback app to claim it.
Yes, according to common practice and regulations companies are expected to accept inquiries through standard methods such as email and mail. This is because email is considered a universal communication channel.
While companies may encourage you to use a specific complaints portal, they cannot require it if the consumer prefers to use email or other standard communication methods. A company offering products or services cannot deny a consumer the ability to contact them for a refund through more traditional methods such as email or mail.
Yes, in the EU consumer protection laws provide the framework for how consumers can submit complaints and refund requests. Unfair Commercial Practices Directive) – 2005/29/EF, (Consumer Rights Directive) – 2011/83/EU,
This will vary from company to company, but most operate under the principle that you should receive an initial response within 30 days
No, EU regulations do not specifically require passengers to use a particular format or method to submit a claim. If you prefer to submit your claim via email, you are free to do so
Under EU Regulation (EC) No 261/2004, passengers are entitled to compensation for delayed or canceled flights. Compensation amounts are determined based on the flight distance and the length of the delay:
Exceptions:
• If the delay is less than 2, 3, or 4 hours, or if the airline can prove the delay was caused by extraordinary circumstances, such as bad weather or strikes, compensation may be reduced or not granted.
• If you are offered an alternative route that results in a shorter delay than originally planned, compensation may be reduced by 50%.
If your baggage is delayed, you are entitled to compensation for necessary expenses such as clothing, toiletries, or other essentials you need during the waiting period. This is often referred to as “interim compensation.”
The rules apply to flights within the EU, as well as flights to and from an EU country with an EU-based airline.
Fill out the form to apply and get refunds
