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You can reach us at 0045 8282 8585
User Panel
User Panel
Frequently Asked Questions
What is the status of my case?
You can always get answers to your questions by writing to us here or by calling our customer service on phone 0045 8282 8585.
It is important that you always have a complete overview of what is happening in your case. Once we have received the first information from you, we first begin to double check the “formal” information – which airline was responsible for your flight, how long the flight was delayed, etc. This is what we do to make sure that it is the right airline we fix your claim against, as well as to calculate exactly how much compensation you are entitled to. Then we will send a letter to the airline where we claim the compensation you are entitled to.
At the same time, we will keep track of the requirement if the airline does not get back to us within a reasonable period of time.
Once the airline has paid your compensation, the money will first be deducted 19.8% for running the case at TravelRefund, after which they will be credited directly to the account information, which you have given to us.
How much am I entitled to?
How much you can get in compensation from the airline for your overbooked, delayed or canceled flight depends on the length of the trip and how long you have been delayed when you arrived at your destination – remember that the compensation is per passenger!
Do I have any claim for anything else?
Yes you have. If your flight is delayed for more than 2 hours, you are entitled to:
- A free meal and refreshment
- A free phone call
In case of a delay of more than 5 hours, you will also be entitled to a free overnight stay (if necessary) as well as transportation to and from the airport during the stay.
Which airlines have to pay compensation?
All airlines that are subject to the Air Passenger Rights as stipulated in EU Regulation (EC) 261/2004 are entitled to pay compensation for delays.
In any airline registered in the EU (as well as Iceland, Norway and Switzerland) where you travel or arrive in the EU. TravelRefund helps all passengers who have experienced delays, cancellations or overbookings subject to this Act.
Why should I use TravelRefund?
Avoid contributing to illegal collection! Use a collaborator authorized by the Police to collect debt collection.
The most important thing to keep in mind when choosing who is going to bring your case of compensation – whether you choose TravelRefund or one of our competitors – is that you choose someone who can legitimately bring the case to you. Otherwise you can quickly get into trouble.
There are a number of rules in the collective bargaining law to ensure that you as a consumer do not risk being cheated or accidentally accused of illegal collection. It requires authorization from the police for debt collection!
To help you avoid problems, the police have made a complete list of all who are allowed to collect debt in Denmark. You can see the complete list here: See list
Companies not listed in this list are not allowed to collect debt.
Choose a collaborator who does not require money from you! TravelRefund offers you a no cure, no pay solution.
We accept that we will only get paid for our help with your flight compensation case if we have actually helped you!
At TravelRefund there are no prepayments or fees. It’s clean no cure, no pay, and it does not cost you a penny if you do not get your compensation.
Put yourself in the airline’s place – who would you compensate for for a delayed or canceled flight?
The airlines receives a lot of letters from a lot of companies that more or less really require compensation for late or canceled flights. When choosing a partner, try to put yourself in the airline’s place and ask yourself “Would I pay compensation to these guys?”.
As one of Denmark’s largest collection agencies, there is weight behind the words when TravelRefund, which is part of HornskovVindberg ®, sends a letter to the airlines. We follow the cases all the way to the door, and they know that. HornskovVindberg ® is a partner with Denmark’s two largest debtors, RKI and Debitor Registry, and we have many hours of experience in handling money recovery both inside and outside the court. Experience Counts!
I have been offered rebooking, what do I do?
When an airline cuts a flight, the company must offer you compensation or to be rebooked for the first time. When rebooking for a first time departure, it is not necessary to use the same airline.
If you have agreed to rebook, the airline will offer you free food and drinks while you wait and under reasonable conditions. In addition, you must have free access to send emails as well as make two phone calls. If the rebooking means that you first travel the day after the scheduled departure, the airline will offer you free accommodation on a hotel and transport between airport and hotel. If you have paid for food and drinking, or hotel accommodation, then you may require the airline to cover your expenses. Therefore, always remember to save your receipts.
Do I need to send documents?
In order to process your case, we will use your personal information as well as information about the journey and where the delay occurred. In some cases, we also need a copy of the e-ticket to confirm your purchase of the trip. Some airlines require a photo ID to confirm your identity.
What does ‘no cure, no pay’ mean?
‘No cure, no pay’ means that you only pay something if we succeed in winning the case and the airline pays the compensation.
If, on the other hand, we fail to get you your compensation, you will not be charged anything and there is no hidden fee – in other words, our service will be free!
How long does it take to process my case?
This may vary, but we will do everything we can to get you your compensation as soon as possible. It’s very different how fast you get a response from the airline, and sometimes they never answer. We are following up on all ongoing cases and pushing airlines to answer your request for compensation. If the claim is rejected, our lawyers will review your case and then we will bring your case to court, if that’s what you want. If the case goes to court, it may take more than 6 months before the case is completed.
Am I entitled to compensation?
Whether you are entitled to compensation from the airline for a delayed, overbooked or canceled flight, initially depends on whether the starting and / or final destination is within the EU, how long and why you were delayed, and whether the airline is registered in the EU.
air route
EU registered airline
Non-EU registered airline
From and to outside the EU
No
No
From outside the EU to within the EU
Yes
No
From within the EU to outside the EU
Yes
Yes
From within the EU to within the EU
Yes
Yes
But keep in mind that you can easily be entitled to compensation, even if it says “no” in the schedule if you have had a connecting flight on the trip – this also applies to charter trips.
The chart says I’m entitled
In order for you to be entitled to compensation from the airline, the delay may not be due to what is called in the rules “extraordinary circumstances” – that is, things that are completely outside the airline’s control and which the airline could not in any way have predicted or prepared for .
What is an “extraordinary circumstance” is a legal assessment, and it is usually here that the battle between the airline and TravelRefund’s legal team stands.
What is travelrefund.com?
Travelrefund.com is a private company that helps delayed passengers to claim compensation from airlines.
At Travelrefund.com you can quickly and easily check if you are entitled to compensation by filling out our form.
If you are entitled to compensation and would like help from Travelrefund.com to recover your claim, it will only cost you if we win the case!