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FAQ: let us resolve your doubts

  • 1 Why Claim&Go?

    Because our priority is accompanying the user throughout the entire claims process, offering clear information about their rights and claiming the compensation they are owed from the airline due to delay, cancellation, or overbooking.

  • 2 How can I contract the services of Claim&Go?

    Submitting a claim is very quick and easy. You simply need only provide us with your details and documentation for the flight affected and sign an authorisation so that our lawyers can claim on your behalf, using a simple form on our website. You can also contact us by e-mail or telephone and we will give you all the information you need to start your claim.

    Once the claim has started, we will send you an e-mail confirming it and we will assign you a reference number. If you do not receive this e-mail, check your spam folder; if you have not yet added us to your contact list, our messages may possibly go to your spam folder.

  • 3 How long do I have to submit a claim?

    You can claim for flight incidents from the last 5 years.

  • 4 How much do I have to pay for Claim&Go’s services?

    Contracting our services does not entail any cost. We will only take our commission if we are successful; that is, if we win your compensation.

    If the claim is not resolved successfully, we will bear all expenses that may have been accrued, even in court. If, thanks to our intervention, the airline pays out your compensation, we will transfer the compensation to you after deducting the agreed commission (25% + VAT). It is also possible that, after our requests and procedures, the airline pays you the compensation claimed directly, in which case you would have to transfer the agreed commission to us. Remember, if we do not win you compensation, we charge nothing - if you don’t win, neither do we.

  • 5 Is there any cost for the Claim&Go lawyers who process my claim?

    In no case will you have to pay for the hiring of lawyers. In cases where the airline does not agree to pay your compensation voluntarily, it is very possible that we will have to go to court.

    If, against all odds, the judge rejects our claims, Claim&Go will assume all expenses derived from the procedure (fees, costs, etc.).

  • 6 Can I claim for my flight if it was for business purposes or was part of an organised trip?

    Yes, passengers who travel with business tickets or book holiday packages have the same rights and can make the same claims than those who purchase their flights directly with the airline.

  • 7 Is it possible to handle a claim on behalf of other people?

    Yes, a single claim can be made on behalf of several passengers. The claim can even be made on behalf of family or friends even though you were not one of the affected passengers. In this case, all correspondence will be addressed solely to the person designated as the contact. This person will be responsible for managing the claim and correspondence with us, and it is irrelevant whether or not they were on the flight in question.

    When entering the claim into our system, the e-mail and telephone number of the contact person and signature of the corresponding passenger will be requested. It should also be noted that the right to receive the compensation claimed corresponds solely and exclusively to the passengers who have suffered from the flight incident, regardless of who paid the ticket or manages the claim.

    If the companions are minors, their parents or legal guardians must sign the authorisation.

  • 8 Are children entitled to receive compensation?

    Yes, children are generally entitled to compensation if they had an assigned seat on the affected flight. However, children aged under 2 generally benefit from a reduced rate and would therefore not be entitled to compensation.

  • 9 What documents are necessary to obtain my compensation?

    The necessary documentation varies depending on the type of claim. However, the boarding card is essential in all cases..

    This is why we ask that you always keep it. If you have it on a mobile device, take a screenshot of it and store it on your phone.

    If you do not have any of the requested documents, you must let us know as soon as possible.

  • 10 I have submitted my claim, now what?

    Given the nature of the service, once the claim form is completed, the claim process is considered to have started.

    Even if you have not provided us with all the necessary documentation, we have already started to process the claim against the airline.

  • 11 How can I find out the status of my claim?

    As we receive updates on the development of your claim, we will inform you by e-mail. You can also get in contact with us at any time by e-mail or telephone.

    If you have not received any e-mail from us, check that our e-mails are not in your spam folder.

  • 12 Can I entrust the management of my claim to two different companies?

    No, according to our terms and conditions, this is not allowed. If you claim through another company at the same time, not only will you hinder the processing of your claim, but you may have to pay each company’s commission if they are successful.

  • 13 Can I cancel your services at any time?

    You can cancel our services up to 14 days after sending us the document that authorises us to claim on your behalf. However, if the cancellation request is made after accepting the compensation payment from the airline, paid out as a result of our intervention, this cannot be accepted. We remind you that these are also successful cases and that we will be entitled to receive the agreed commission.

  • 14 What should I do if the airline contacts me after having contracted your services?

    It is common for airlines to get in touch with our customers after receiving our request. In the event that this occurs, we ask that you immediately forward the communication from the airline to us in order to ensure your rights as a passenger and guarantee that you receive the corresponding compensation according to the European Union Regulation.

    By signing the authorisation, you agree that Claim&Go can process the claim on your behalf and that you will notify us whenever the airline contacts you personally.

  • 15 Can I make a claim for a delay of less than three hours if it caused me to miss my connecting flight?

    If a flight delay has caused you to miss your connection and, as a consequence, you have reached your final destination with a delay of more than three hours, you can file a claim with us. However, the flights must have been booked under the same booking number and operated by the same airline, or with airlines operating under a codeshare agreement (e.g. British Airways and American Airlines).

  • 16 I missed my connecting flight: am I entitled to receive compensation?

    If you missed a connecting flight, you are entitled to compensation as long as the following conditions are met:

    • You had one or more connecting flights included in the same booking.
    • A flight delay caused you to miss the connecting flight and arrive at your final destination more than 3 hours late.
    • The delay or cancellation was not the result of an extraordinary circumstance.
  • 17 What are extraordinary circumstances?

    We speak of extraordinary circumstances when the airline could not have controlled the cause of the problem. They are situations in which the problem could not have been avoided. Even if the airline had taken reasonable measures.

    The term “extraordinary circumstances” includes:

    • Strikes by airport staff or air traffic controllers
    • Political turmoil
    • Extreme weather conditions
    • Safety problems
    • Health emergencies
  • 18 My flight was delayed: am I entitled to receive compensation?

    EU Regulation 261/2004 guarantees compensation of up to €600 per passenger on flights with delays of three hours or more.

    Your flight left from a country in the European Union or was a flight operated by a European airline whose destination was an EU country.

  • 19 My flight was cancelled: am I entitled to receive compensation?

    If the airline informs you of the cancellation of your flight less than 14 days before the expected departure date, you are entitled to compensation (as long as the cancellation is not the result of an extraordinary circumstance).

  • 20 I was not allowed to board due to overbooking: am I entitled to receive compensation

    Some airlines may deny you boarding your flight if they have sold too many tickets. In this case, you are entitled to receive compensation of up to €600 per passenger according to EU Regulation 261/2004.

Has your flight been delayed or cancelled? Don’t hesitate, recover your money!

Contact us

+34 871 551 306


Gremi Sabaters n21-2-24B - 07009
Palma de Mallorca - Spain

Opening hours

Mon-Fri from 9-18 hour
24h / 7