Do You Have Questions?

A list of frequently asked questions to help you understand how it works.

My flight was delayed. Could I claim for compensation?

If your arrival at the destination is delayed on 2 hours or more, you are entitled to receive a compensation, based on EU 261 directive. The amount of compensation varies from 250 to 600 euros and could be obtained only if the airline does not have proofs that the delay was caused by unexpected circumstances (weather conditions, strikes, air traffic control problems, security measures).


You also have the right to get free service from the airline (phone calls, drinks, meals, accommodation, transfer to the hotel) in case the delay is:


2 hours or more – for flights within a range of up to 1500 km – 250 euro;

3 hours or more – for longer flights within the EU or for other flights within a range from 1,500 to 3,500 km – 400 euro;

4 hours or more – for flights from 3,500 km and more – 600 euro.

Who will receive a compensation if my ticket has been purchased by a third party?

The right to receive a compensation belongs to the passenger, and not to the person who paid for the ticket.

Which law allows to claim for a compensation?

This regulation is called EU 261 or European Commission Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11.02.2004 establishes general rules for compensation (sometimes referred as the Flight Compensation Regulation 261/2004). Regulation No. 261/2004 provides general rules for flight reimbursement and assistance to passengers in case of flight cancellation, flight delays and refused of boarding (overbooking). The document establishes compensation in the amount of € 250 to € 600 depending on the distance of the flight.

Could I cancel my claim request?

Yes, you could cancel your request up to 14 days after submission of your claim.

I received a message that I could get just 50% of compensation. Why so?

If your flight was cancelled and the airline offered you an alternative, which led to arriving to the destination with delay, which does not exceed the waiting time, described in case 1, the airline could cut the compensation amount by 50%

Could I claim for compensation in case of missed transfer flight?

Yes, according to EU 261, you have the right to receive a compensation if the reason for you being late for a transfer flight is due to the delay of your first flight. Even if the delay of the first flight was less than 2 hours, but overall your arrival to the final destination was delayed by 2 hours or more, then you are entitled to compensation.

If I booked a codeshare flight, who is responsible for reimbursement of my costs?

Airline which was physically operating your flight. It doesn’t matter, where you booked your flight.

What happens if I already contacted the airline but still haven’t received a reply?

If you haven’t received any reply from the airline during 6 – 8 weeks, you could still contact us and Pandaclaim will take care of your request.

What are my rights in case of downgrade?

If the passenger was seated in a lower cabin class than the class stated in the flight ticket he/she bought, the airline is obliged to reimburse the costs within 7 days. EU 261 states the following:


  • 30% of the cost of the ticket, if the distance of the flight is less than 1500 km;
  • 50% of the cost of a ticket if the flight is operated within the EU and its length is more than 1500 km but less than 3500 km;
  • 75% of the cost of a ticket for all flights that do not fall under the description of points above

Could I claim for reimbursement of costs in case of extra expenses caused by the airline (food, hotel, clothes)?

In case of cancelled flight, and if the airline hasn’t provided you with vouchers for food and/or hotel, you could claim for a compensation. But you will need to keep the receipts and send it to Pandaclaim.

If there is an internal strike in the airline, is it counted as unexpected circumstances (pilot or staff strike)?

Yes, unfortunately, even the airline staff announced the strike weeks before, it still counts as unexpected circumstanes and in such a case you cannot claim for a compensation.

What is the booking code and where can I get it?

The booking code is the same as the registration number, Locator or Passenger Name Recording (PNR). You can find it in your ticket booking confirmation (e-ticket). This is usually a combination of 6 to 8 letters/numbers code (for example, “XS5XV6”).

How could I get money on my account?

We will send it via swift bank transfer.

Which non-EU countries are taking part in EU 261 Regulation?

Iceland, Norway, UK, Switzerland and Lichtenstein are going through rules of EU Regulation 261.

I was refused in carriage due to overbooking. Do I expect compensation?

When passengers are denied carriage, the airline is primarily obliged to offer its passengers to voluntarily refuse a seat on board in exchange for a certain compensation. In addition, the air carrier is obliged to offer passengers who volunteered a choice between a full ticket cost refund and changing the route (transfer to another flight). In accordance with EU 261, you are entitled to financial compensation in the amount of 125 to 600 euros, depending on the flight distance and the total delay in arrival to the final destination. If volunteers choose a route change, the airline is obliged to provide, if necessary, free services – meals, phone/Internet access, hotel accommodation for one or several nights (if necessary) and transfer from the airport to the hotel and back.

My suitcase is damaged, what should I do?

  1. Save the boarding pass and a ticket
  2. Contact Lost and Found Desk to document the damages and receive Property Irregularity Report
  3. Make a request to Pandaclaim during the period of 7 days, after you received your luggage

If an airline informed me about the flight cancellation 14 days (or more) before departure, could I get the compensation?

No, according to the regulation, if an airline informed you about the cancellation 14 days (or more) before departure, they should offer you an alternative flight or full refund of your ticket cost, but not the compensation, based on EU 261.

What is overbooking?

The meaning of overbooking system is that the supplier (seller) on its own initiative takes on more responsibilities regarding the provision of goods (services) than it can imagine really. It is used more often by airlines and hotels. If you are interested in what the overbooking on the plane is, it is the practice of selling more tickets than there are in the cabin. In the media, another term is used – excess booking.

Which law regulates the baggage problems?

Montreal Convention is covering problems regarding baggage.  The Montreal Convention covers international flights between countries that have ratified it. The convention has been signed and recognized by more than 120 countries around the world, including the United States and European Union countries.

Which problems with luggage covers Montreal Convention?

Damaged luggage


In the fact of damage caused to your baggage or your carry-on baggage occurred, while they were under the care of airline personnel, the carrier is obliged to either repair or replace the suitcase at its discretion.


Delayed baggage arrival


If your baggage has not been delivered on time to the destination, the airline must provide up-to-date information on where the baggage is located. If, while waiting for the delayed baggage, you need to buy the necessary things in return for those that were in your baggage (for example, toiletries), the airline is obliged to reimburse these expenses. But do not forget to save your bills, otherwise, the reimbursement is not guaranteed.


Lost luggage


If the airline lost your baggage, it is obliged to refund you the cost of the suitcases and their contents (but not more than a certain amount, considered as reasonable). If you can provide documents for the lost items with their cost, this increases the possibility of the full refund. After 21 days, the unaccounted baggage is considered lost, even if it is found later.

When should I claim for a compensation concerning baggage issues?

Damaged luggage


Report the damage immediately after receiving the baggage. It is best to do this without leaving the airport, although you have 7 days from the time you receive your baggage to apply.


Delayed baggage arrival


If you have not seen your luggage on the baggage claim tape, immediately inform the airline, ideally – without leaving the airport. You will be given the registration number of the application, and you may need to file a Property Irregularity Report (PIR). Save the number and a copy of the act. After receiving your baggage, you will have 21 days to apply for compensation.


Lost luggage


If the airline recognizes the loss of baggage or if the baggage was not found within 21 days after the flight, the baggage is officially considered as lost, even if it is found later. You now have 2 years to apply for compensation under the Montreal Convention – from the date of your flight or the date when it should have ended.

Learn more about EU 261 directive

Still having some questions? Do not hesitate to contact us.

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