Frequently asked questions
If you cannot find your answer here, write to us. We reply within one working day.
How much can I get for a delayed flight?
The amount is fixed and depends only on the flight distance: €250 for routes up to 1,500 km, €400 between 1,500 and 3,500 km (or any route within the EU) and €600 for routes over 3,500 km outside the EU.
Compensation is per passenger, not per booking. A family of four on a Bucharest-London flight delayed over 3 hours receives 4 x €400, that is €1,600.
What conditions must be met?
The flight must have departed from an EU airport (or Norway, Iceland, Switzerland, the UK) or arrived in the EU on a European airline. The delay on arrival at the final destination must be at least 3 hours, and the cause must not be an extraordinary circumstance.
You must have had a confirmed booking and checked in on time, unless the flight was cancelled.
How much does Jet Claim cost?
Nothing upfront. Our fee is 25% + VAT of the compensation recovered and is deducted only once the airline has paid. If we recover nothing, you owe nothing, even when the case goes to court.
How long until I get the money?
Many airlines pay within 4 to 8 weeks of receiving the claim. When the airline refuses or does not reply, the case goes to the national authority or to court, and it can take several months. We keep you posted at every step.
Can I claim for a flight from two years ago?
Yes. In Romania the limitation period is 3 years from the flight date. Other countries differ (for example 6 years in the UK, 1 year in Belgium). We check the applicable period for each case.
The airline offered me a voucher. Do I have to accept it?
No. You are entitled to money, not vouchers, and a voucher can only be accepted with your written consent. If you already accepted one worth less than the legal compensation, the difference can sometimes be recovered.
What are extraordinary circumstances?
Events outside the airline's control that it could not have avoided even by taking all reasonable measures: severe weather, airspace closures, air traffic control strikes, security risks.
Technical faults, crew shortages, strikes by the airline's own staff or the late arrival of the aircraft from its previous rotation are not extraordinary circumstances, even if some airlines claim so.
What documents do I need?
Usually just the booking confirmation or boarding pass and an ID document. Messages from the airline about the delay or cancellation help, but are not required. We obtain the flight data from independent sources.