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Frequently asked questions regarding compensation for people who have suffered flight delays or cancellations

Flight Delay, Cancellation, Overbooking? Why Air Indemnité?

Are you one of the seven million passengers who suffered a delay, a cancellation or an overbooking this year in France? The good news is that your situation probably allows you to obtain compensation from the air carrier. The bad news is that less that 2% of passengers who work alone to follow up a claim succeed in obtaining the compensation they are owed. That is why we created Air Indemnité in 2007: to change all that. For 7 years now, we have helped thousands of passengers, with a success rate of over 90%. Our results are the reason why Air Indemnité is successful today.

The problem I had happened several months ago. Can I still use your services?

Of course you can! You have two years to send us your flight delay cases and five year for flight "overbooking" and "cancellation" cases. We strongly recommend that you file your claim as quickly as possible: that way, you will receive your compensation more quickly - and it will be easier for you to find your supporting documents (air tickets and boarding passes).

I want you to handle my claim. How do I do that?

You complete our online form especially designed to make filing easy: just follow the steps. The information we receive from you is carefully examined by our advisers. If your request meets the conditions for eligibility, a personal adviser will soon contact you. He will tell you which documents to send to us. He will then handle the entire claim process. He will do everything - from the filing of your claim with the air carrier until the actual payment of your compensation in your account.

How do I find out if your team can handle my case?

By sending us your case file, of course! But seriously, the matter of whether your case is eligible is actually very complex and depends on many interlinked criteria. For example, the nationality of the carrier which operated the flight, your route, the date on which you were informed of the cancellation of your flight, the length of the delay your experienced, the nature of the technical problem found on the aircraft and whether you had a connecting flight will all affect the eligibility of your claim. We have developed powerful IT tools to analyse your request as carefully as possible and give you an appropriate response.

My case is eligible. How much compensation can I expect?

This is another complex question, because very many factors have to be taken into account to determine the amount of your compensation. However, we can give you some indication, drawing on relevant European legislation.

  • 250 euros per passenger for all flights of 1,500 km or less;
  • 400 euros per passenger for all flights within the European Community of more than 1,500 km;
  • 400 euros per passenger for all flights of between 1,500 km and 3,500 km;
  • 600 euros per passenger for all flights that do not fit into the above categories;

By the way, how much do your services cost?

At each stage of the process, you pay us as follows:

  • Stage 1 - for uploading and analyzing your form => zero euros
  • Stage 2 - for preparing your case file and examining your supporting documents => zero euros
  • Stage 3 - for exchanges of mails, faxes, e-mails and telephone calls with the airline => zero euros
  • Stage 4 - for expert work on your case => zero euros

So you do not need to spend money to use our services. It is only when the procedure ends and when the compensation is paid into your bank account that we deduct a 30% commission from the compensation paid in order to cover our costs. For example, if the air carrier pays you a compensation of 250 euros following your claim, you will receive 187.50 euros, which is 75% of the total amount. The 62.50 euros we deduct cover our costs. If we do not succeed in obtaining compensation, you owe us nothing, regardless of how long we have spent on your case. Our commitment is simple: no win, no fee. The remuneration scheme is linked to our success.

What supporting documents should I upload to open a case?

The 2 supporting documents you should send us so that we can process your request are the electronic ticket and/or the boarding pass issued by the air carrier. Tip: if you can no longer find these documents, consider searching your e-mails. It is highly likely that your e-ticket is still among your e-mails.

How much time does Air Indemnité need to secure my compensation from the air carrier?

We are able to resolve most cases within three months but times can be significantly longer depending on the complexity of the case and the air carrier (bear in mind that some companies take more than two months to respond). The quickest cases are resolved within one month; longer ones can take over one year. We are always adjusting our process in order to optimise the chances of winning the case and thereby maximising the amount of your compensation. Patience is often the most lucrative strategy.

I sent you all the documents and you agreed to handle my claim. What do I do next?

Stop thinking about it and relax. Leave it to us. We will contact you if ever we need more information. Your dedicated adviser will inform you regularly of the progress in your file. You can track the history of your request at any time by logging on to your personal space on

I need more information and would like to reach an adviser.

Do you need help? You can chat with our advisers from Monday to Friday between 9:30 a.m. and 12:30 p.m. and 2:00 p.m. to 5:30 p.m.