EU261 delay and cancellation compensation claim

Passenger or representative

Provides the booking, the identity, the receipts and the payment details through a link, and receives the decision in the regulation's terms.

Operating carrier

Supplies the operating data and the evidence for any extraordinary circumstances defence.

Claims handler

Decides contested causes and claims outside the rules in the Decision Desk.

Callvu

Prefills the flight data, checks eligibility by rule, chases documents, classifies the defence, routes, pays and writes back.

1. 1

   Prefill and check eligibility

   The booking, the operating carrier, the flight's scheduled and actual departure and arrival, the arrival delay at the final destination (including a missed connection on a single booking), the cancellation date and the notice given, the rerouting offered and its times, the great circle distance and the airports are prefilled from the carrier's operating data; the eligibility is checked by rule: the regulation's scope, the three-hour threshold, the cancellation notice periods (fourteen days, or seven to fourteen days with the rerouting windows, or less than seven days), and the compensation band by distance (the regulation's three amounts, with the halving where the rerouting arrived within the regulation's windows).

2. 2

   Chase and verify the documents

   The passenger is asked through a link for what the claim needs: the booking reference and the boarding pass or the e-ticket, the identity of each passenger claimed for, the receipts for care expenses (meals, hotel, transport) where care was not provided, a representative's authority where one claims, and the payment details on a secure screen; each is read and checked against the booking.

3. 3

   Classify the defence and decide

   The carrier's recorded cause for the delay or the cancellation is classified against the extraordinary circumstances the regulation and the case law recognise (severe weather at the airport, air traffic control restrictions, security risks, strikes outside the carrier's control, a bird strike) and the ones they do not (technical faults in ordinary operation, crew availability, the carrier's own staff strikes), with the evidence attached; a claim that meets the eligibility with no valid defence is decided by rule with the amount and the care reimbursement; a contested cause, a missing evidence record, a claim through an intermediary with an authority question, a denied boarding or a claim outside the rules goes to the claims handler in the Decision Desk with the data and only the allowed outcomes (pay, pay the care expenses only, refuse citing the circumstances with the evidence and the enforcement body's details, or request more information).

4. 4

   Pay and write back

   The compensation and the care reimbursement are paid by the method the passenger chose within the agency's or the carrier's service level, the decision in the regulation's terms with the amount, the reasons and the passenger's right to refer the claim to the national enforcement body goes to the passenger, and the claim, the eligibility data, the defence classification, the decision and the payment are written to the booking system and the claims register.

Where it ends: The claim was decided from the flight's operating data by rule, with the carrier's defence classified and evidenced, the documents collected once, the compensation paid on the clock, and the booking system and the register holding the record the enforcement body would ask for. The Decision Trace shows the eligibility check, the defence classification and any decision; the Audit Trace shows the claim, the documents, the decision and the payment with time.