Frequently asked questions
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FAQ
If you had a delayed or cancelled flight or your boarding was denied e.g. because of overbooking, we can quickly proof if you are entitled to get a compensation payment up to 600 EUR per passenger.
If you are entitled under European law for financial compensation, we collect all relevant information about your flight and go into correspondence with the airline on your behalf.
In cases that the airline rejects your entitled claim we initiate legal proceedings, e.g. letters of default or open a court trail.
For private customers always it’s not easy to get their money. Airlines know that private persons mostly are not aware about their flight rights, so the airline may deny entitled claims to save money. Also customers may do not want to spend expensive phone calls with foreign call center services and don’t have time to hassle with the airline over months.
Refundscanner uses different databases of worldwide flights and weather data. We use advanced KI algorithm and additionally proof all claims personally by our experts.
Our services are especially oriented to the needs of arabic speaking customers with open hearted services famous arabian hospitality.
We support you to get your flight right under European Regualtion 261/2004 but evan 90% of European passengers do not know their rights. For arab passengers it’s more than 98% who are not aware of their rights and what they are entitled to get as financial compensation. Our mission is to explain and support passengers from arab countries to be treaten fair and equal to European passengers by the airlines.
To interact with the airlines on your behalf it is required for third-parties to be authorized. For that reason we need a signed Power of Attorney from our clients. For children under 18 years both parents has to sign.
You are travel agent, travel company or travel manager and want to use our services to increase your customer satisfaction? Then please send us an eMail to info@refundscanner.com.
Feel free to use our contact form, send us an eMail to info@refundscanner.com or call us for free via WhatsApp.
Sometimes the airlines want to compare the signature of the Power of Attorney with the signature of your identification document. The second reason is that he airline must be able to verify if you really used the claimed flight.
We will only ask you for your ID if it is required by the airline. Please be careful to share your ID with third-parties. If neccessary you can write the word “copy” on the copied document. If we ask to provide us a copy of your document we will do this only under referencing your personal Refundscanner customer ID.
European Regulation (EC) 261/2004 covers the compensation in EUR currency. If the compensation is transferred to your local bank account, you shall receive the compensation in your local currency.
If you have one booking code including more passengers you can do one claim for all. In that case all passengers must sign the Power of Attorney – except children under 12 years. You can add them at your compensation form. If the passengers were booked on different booking codes we need separate claims.
Infants under 2 years are not entitled because they share their seats with their parents or travel under reduced rates. Please do not include them to your claim. All children older than 2 years shall be entitled if they have thier own flight ticket.
If you use our service for your claim you do not have to pay anything in advance. Only if we are successful to enforce your claim we will charge 25%-35% (excl. VAT) service fee of the total compensation amount paid by the airline. If we are not successful to enforce your claim our serivce is completly free. That means that you will have no financial risk using Refundscanner.
We only charge a service fee if we finalized your case successfully. That is our “no win – no fee” commitment. On the way to your compensation payment we might need to take different legal proceedings until court trail. Depending of this proceeding our service fee will take 25-35% of the total amount paid by the airline.
No, you will not have any additional costs. All costs are included to our 25-35% fee in case of success. In case of no success we will charge nothing from you.
This varies from case to case. We try to do our best to succeed your claim as fast as possible. However, in some cases it may takes months or a year. This is due to the fact that we have process dependencies to the legal time of law enforcement bodies as well as airline customer services which varies from country to country and airline to airline. Our fastest case was closed within one week. Our longest more than one year.
In most cases the compensation will be transferred to Refundscanner. In that case we will transfer the compensation to you as soon as possible, after our fee has been deducted.
Sometimes the airline will transfer the compensation directly to your bank account. In that case we will send you an invoice for our 25-35% service fee.
Yes, you can. That the claim is rejected by the airline is the usual case if you claim as a private person. That is why we provide our service for you. We are experts with years of experience in airline and claim business. Our success rate is higher than 98%. So you do the right decision if you choose Refundscanner for your claim.
Your entitled compensation is affected by many different factors. Our service depends on the European Regulation 261/2004. For example you are not entitled if you had a flight from a non-European airport to a European airport operated by a non-European airline or for all flights operated entirely outside the EU. Also you are not entitled if your delay was less than defined in EC 261/2004 or if the reason for your flight interruption is caused to “exceptional cirrcumstances”.
For private persons it might be very difficult to know if they are entitled. That is why Refundscanner provides his professional service for flight interruptions. We do have access to world wide flight databases as well as weather data and are experts for flight interruptions under European Regulation 261/2004.
You may be entitled if:
- you arrived your final destination later than 3 hours to scheduled arriving time caused by flight delay, cancellation or denied boarding/overbooking
- and your departure airport is located inside EU or from an airport located outside the EU to an EU airport with an EU airline
You are not entitled for financial compensation when your flight interruption is caused to “extraordinary circumstances” or force majeure.
Airlines often deny claims of private person caused by “extraordinary circumstances” or force majeure. But that doesn’t mean that they really are the cause of your flight interruption. Refundscanner can assess the real cause of flight interruption due to our access to world wide flight database and weather data as well as the expertise of our expert team who proof every submitted claim by KI algorithm and personally assessment.
Exceptional cirrcumstances or force majeure can be bomb threat, nature events like volcanic eruption or politic unrest.
That depends on the distance of your flight. Maximum amount per person is:
- 250 EUR if the flight distance is up to 1.500 km
- 400 EUR if the flight distance is between 1.500k and 3.500 km
- 600 EUR if the flight distance is more than 3.500 km. This amount can by reduced by the airline to 300 EUR if the daley is between 3 and 4 hours.
In case of connecting flight within the same booking the total distance of your flight journey is decisive.
Yes, it doesn’t matter where you booked your flight. The operating airline is responsible for any delay.