Answers to the most frequently asked questions
Do you have questions about flight delays, compensation, your claim, or the necessary documents? Below you will find answers to the questions we receive most often. If your question is not listed here, please feel free to contact us.
Regarding your claim
Here you will find answers to the most frequently asked questions about submitting a claim and how the process works.
How do I know if I am entitled to compensation?
If your flight is delayed, cancelled or overbooked, or if you missed your connecting flight due to the delay, you may be entitled to compensation. Submit your claim and we will assess it free of charge to see if you are eligible.
How much compensation can I receive?
Depending on the flight distance and your situation, the compensation can be €250, €400, or €600 per passenger. We will assess which amount applies to your situation.
Can I file a claim for free?
Yes. Filing and reviewing your claim is free of charge. We work on a no cure, no pay basis. Only in the event of a successful claim do we retain 30% commission on the compensation received.
How long does a claim take?
The duration varies per airline and situation. We will keep you informed of the progress throughout the entire process.
Can I claim multiple flights at once?
Yes. Do you have multiple flights for which you may be entitled to compensation? Then you can submit them to us separately. We assess each flight individually.
Can I submit a claim on behalf of someone else?
Yes. You can file a claim on behalf of, for example, your partner, family member or minor child. For this, we require a signed power of attorney so that we can handle the claim on behalf of the passenger.
Flight Delay & Cancellation
Read the answers to the most frequently asked questions about delayed, canceled, and overbooked flights.
My flight was delayed by more than three hours. Can I submit a claim?
In the event of a delay of three hours or more, you may in many cases be entitled to compensation. Submit your claim and we will review your situation free of charge.
My flight was canceled. Am I entitled to compensation?
If your flight is cancelled less than 14 days before departure, you may be entitled to compensation. This depends on the reason for the cancellation and the alternative offered to you.
I missed my connection. Can I file a claim?
If your flights are part of a single booking and you arrive at your final destination three hours or more later due to the missed connection, you may be entitled to compensation.
I was denied boarding due to overbooking. What now?
If you were unable to travel on your flight due to a misbooking, you may be entitled to compensation.
Which flights and airlines are eligible?
At this time, we are processing claims that fall under EU Regulation 261/2004. This applies to flights departing from the EU and certain flights to the EU operated by a European airline. We would be happy to check whether your flight qualifies.
What if the airline says it was extraordinary circumstances?
An application for force majeure does not automatically mean that you are not entitled to compensation. We assess whether there is, in accordance with EU Regulation 261/2004, a genuine case of extraordinary circumstances and, if necessary, pursue your claim with legal support or through a legal procedure.
Documents & Power of Attorney
Here you will find answers to frequently asked questions about documents, digital signatures, and the power of attorney.
What documents do I need to upload?
Depending on your situation, we may ask for your booking confirmation, boarding pass, or other relevant documents to properly assess your claim.
I have lost my boarding pass. Can I still submit a claim?
Yes. Even without a boarding pass, we can assess your claim in many cases. Submit your application and we will let you know what information, if any, is still needed.
Why do I need to sign a power of attorney?
With the power of attorney, you authorize Proclaim Caribbean to contact the airline on your behalf and handle your claim.
Is my digital signature legally valid?
Yes. A digital signature can be legally valid when it meets the applicable legal requirements.
Can I add more documents later?
Yes. When additional information is needed, we will contact you so that you can provide additional documents.
Are my documents stored securely?
Yes. We treat your documents confidentially and take appropriate security measures to protect your data.
Fees & No Cure, No Pay
We believe in clear agreements. Below you can read how our no cure, no pay service works and what commission applies for a successful claim.
What does No Cure, No Pay mean?
You pay only when we successfully complete your claim and receive compensation for you. In that case, we keep 30% commission on the received compensation.
Do I pay in advance?
No. Filing and reviewing your claim is free of charge.
Are there any hidden costs?
No. If a claim is successful, we keep 30% of the compensation received. Furthermore, we do not charge any hidden costs.
What happens if my claim is rejected?
If your claim is unsuccessful, you will not receive a success fee.
When will I receive my compensation?
As soon as the airline has paid the compensation and the administrative processing is complete, we will transfer your reimbursement to you.
Privacy & Security
We understand that you are sharing confidential documents with us. Therefore, we handle your data with care and in accordance with applicable privacy laws.
Are my personal details secure?
Yes. We treat your personal data confidentially and take appropriate technical and organizational measures to protect your data.
Who has access to my documents?
Only authorized employees involved in the handling of your file have access to your documents.
Are my data shared with third parties?
Your data will only be shared when this is necessary for the processing of your claim or when we are legally obliged to do so.
How are my documents stored?
Your documents are stored in a secure environment and are not kept longer than necessary for the processing of your file and applicable legal retention periods.
Can I request to delete my data?
Yes. You can contact us for access, correction or deletion of your personal data, insofar as the law permits.
Payout & Follow-up Process
Here you can read what happens after you submit your claim and how the further processing will proceed.
What happens after I submit my claim?
After receiving your information, we will review it and assess your claim. If additional information is required, we will contact you.
How do I stay informed about my claim?
We inform you during the process about important developments and contact you when action on your part is required.
When will I receive my compensation?
Once the airline has paid the compensation and the administrative processing is completed, you will receive your reimbursement in accordance with the agreed terms.
What happens if the airline does not respond?
When the airline does not respond or rejects your claim, we will assess what further steps are possible.
Can I get in touch during the treatment?
Yes. Our team is available throughout the entire process to answer your questions and keep you informed about the progress.
Can I include multiple passengers in a single claim?
Yes. In many cases, multiple passengers from the same booking can be treated together in a single claim.
Ready to submit your claim?
Have you received answers to your questions? Submit your claim easily today. Our team will carefully review your application and guide you through the entire process.