QUESTIONS & ANSWERS



Claim Submission

The weather was good, but my claim was rejected, why?

We try our best to assist all passengers obtain the compensation which is due. Before submitting the claim to the airlines, we provide detailed investigation of relevant cirscumstances. When flights are disrupted due to bad weather, it does not always mean that the weather has to be bad in the departure airport. The plane crosses various air spaces during the flight. In order to ensure the passenger safety, the aircraft shall check the weather conditions in departure airport and the airport of the final destination, as well as on the  way. We acknowledge that this is done for legitimate purposes. Bad weather conditions are considered as "Extraordinary Circumstances" beyond the airline's control. Therefore in such cases the passengers are not entitled to compensation. 

I was travelling with my friends, they already obtained their compensation, when will I get my compensation?

You don't have to worry.  If your friends already obtained their compensation it means that your claim is valid. Each claim is discussed separately by us and by airlines too. We do our best to pay you compensation as fast as possible, nevertheless, there is no rule establishing the sequence of handling and responding the claims by airlines. 

Why is the process so lengthy?

Some of the claims are handled in time, some of them take longer. It also depends on the internal procedures of the airlines. Claim handling procedure depends on many other circustances as well, such as the airlines, time of the year, whether or not there are too many claims submitted at the same time, etc. So in certain cases the process can be time-consuming, however, ultimately the airlines will have to handle the claim in any case. 

Can I revoke back my claim?

Yes, you can revoke your claim within 14 days from the submission. Nevertheless we strongly advise you to follow the claim till the end. Please note that it will not be possible to revoke the claim in case if the airline has already agreed to pay compensation.

I received only 50% of my compensation, why?
Pursuant to the EU Regulation No. 261, in case if the passenger agrees on alternative route to reach the final destination, airlines are entitled to reduce the compensation by 50% provided that the passenger arrives at the final destination in a prescribed timeframe. Such timeframe varies per flight distance: 

Flight Distance

Total Delay

All fflights below 1,500 km.

Less than 2 hours

ALL EU flights above 1,500 km.

Less than 3 hours 

Non EU flights within 1,500-3,500 km. 

Less than 3 hours 

Non EU flights above 3,500 km.

 Less than 4 hours

Even though the above-mentioned rules are always applicable, there is one exception:

Flight Distance

Total Delay

Non EU flight above 3,500 km.

Between 3-4 hours 

In such cases, the airline is also entitled to reduce the compensation by 50%.

Are there any additional costs for the passengers if case goes to Court or other competent authorities?

Airlines often try to avoid the payment of compensation. In such cases, we may initiate legal proceedings in the court or in other competent authorities. The legal proceedings are costly, but the financial risk for the passenger is 0. Sky Lawyer will cover all costs related to the legal proceedings irrespective of the result of the case. In case the claim is successful, the Sky Lawyer service fee shall be increased up to 50% of the compensation.

My flight was cancelled and the airline reimbursed my ticket price, am I still entitled to compensation?

In case if a) Airline informed the passenger about the cancellation at least 14 days in advance before the flight date, and b) the passenger is entitled to compensation pursuant to the EU regulation, the answer is yes - passenger can request the compensation and the reimbursment of the ticket price as well. Sometimes while issuing the reimbursment of the ticket price, airlines ask the passengers to sign the paper by which they waive their right for compensation. Therefore please carefully read the document before signing.

 

Do airlines always explain the reasons for the rejection of the claim?

Not always. If airlines to not provide reasons, we transfer the case to our group of lawyers for the evaluation of the case. Please note that it is not always possible to initiate legal proceedings in the Court or other competent authorities. In such cases it is recommended to apply to national civil aviation agencies for further actions against the airlines. 

What if the airline rejects my claim without valid reasons?
In such cases, the claim is transferred to our group of lawyers for evaluation. Even though we do our best to protect your interests, unfortunately, it is not always possible to take the case to the court or other competent authorities.  If legal proceedings are initiated, the airlines might face some extra litigations costs, therefore if the claim is rejected without valid reason, this is not the end of story. 

What if the airlines do not answer my claim?

In such cases, the claim is transfered to our group of lawyers for further actions.

What should I do if I submitted the claim through Skylawyer and the airline contacted me separately?

Sometimes the airline may contact you separately, including for the purposes of offering you various benefits. In such cases, you should contact Sky Lawyer and plan the future actions jointly in your best interests.

How can I check the status of my claim?

We will contact you through e-mail as soon as we have any updates regarding your claim. If you don't receive such updated, it means we have none at this stage. For your convenience, you can also check the status of your claim in your personal dashboard on the web-page.

How long the claim handling procedure can last?

There is no strict timeframe. We do our best to obtain your compensation as soon as possible. Some airlines provide answer withint 2-3 days, some of them within 6-8 weeks, some of them never reply. We permanently contact the airlines and request to provide answer as soon as possible. In exceptional cases the procedure may take up to 6-12 months.

How can I use Sky Lawyer services?

You can use our services by completing and sending the application or by sending us an e-mail about your problem. We will investigate your case and revert back to your with our feedback and the plan of actions. The process if free.

Are the details of the connecting flight important for the validity of my claim?

Sometimes the connecting flight maybe covered by the scope of EU Regulation, while other parts of the flight may fall outside of the Regulation. For instance, if you were flying from EU airport to Georgia through Turkey, of course the first part of your flight is covered by EU Regulation while the second is not. But since both flights are operated by the same airline and are booked under the same refference, the EU Regulation is applicable. For any questions, please write as claim@skylawyer.ge or complete and send the application. 




Passenger Rights

Can I claim additional cost which I incurred due to the disrupted flight? (For example hotel, new tickets, food etc.)

Sky Lawyer mainly assists customers with those claims which arise from EU regulation No. 261. This regulation specifically defines the amount of compensation. Nevertheless passengers may also claim additional costs form airlines which they incurred because of disrupted flight. Under Montreal convention passengers may also claim additional damages for dsrupted flights. Compensation shall include those additional expanses passengers incurred during the flight. Often EU legislation obliges airlines to provide with food their passengers.

 

In case of delayed flight, when are the passengers entitled to compensation?

The answer to this question depends on several conditions. The right of compensation is based on existence of several crateria:

1) Flight must be performed to the EU airport, by EU registered air carrier, or

2) Flight must be performed from EU airport to any destination by any air carrier.

3) Passenger must be delayed to reach its final destination by more than 3 hours.

Details can be checked on our web page by filling out the application form.

 

How should I know if I am entitled to compensation?

You can check your eligibility for compensation by filling out our application form on our web page. The filing of application is free of charge. It takes up to 5 minutes to fill in and once finished you will recieve instant feedback on your rights. 

Airline refuses to pay compensation - what should I do?

If you think you are entitled to compensation and airline unlawfully rejects your claim, don't worry. Fill out the application form or send us an email on claim@skylawyer.ge and we will do our best to help you in this process. Sky Lawyer is ready to start legal action in court or pursue to protect your claim in any competent body.

I filled out your application and it says that I am not entitled to compensation. What should i do?

If our web page informs you that you are not entitled to compensation, most likely your claim does not meet one or some of the crateria.  If you think that your claim was not properly assesed please write us an email or contact us on phone.

What is implied under "Extraordinary Circumstances" that is beyond airlines control?

According to EU legislation Airline is discharged from duty to compensate when delay is casued by "extraordinary circumstances". These are such conditions, which could not have been avoided, by airline even if it had adopted all reasonable measures to prevent it for happening. These includes but is not limited to emergency medical conditions, strike of air traffic control or airport employees, severe wether conditions, restrictions imposed by air traffic control agency. Any other circumstances which can be defined as force majeure, such as wars and riots, as well as “Acts of God”—hurricanes, earthquakes, etc.—also exempt the airline from liability.

My flight was delayed less than 3 hours, but could not reach connecting flight on time. Can I claim compensation?

Most likely yes. The right of compensation under EU regulation No.261 depends on total amount of delay at final destination. Therefore if missed connecting flight was airlines fault and you have been delayed more than 3 hours at your final destination, you can claim the compensation. In such case all connecting flights must be the part of one booking reference number.

Can I claim compensation from low budget airline or charter flight?

Any flight which is captured by EU regulation No. 261 imposes obligation on the airline to pay compensation. 

Is it possible to claim the compensation from the airline which does not exist anymore?

Theoritically yes. Although it will be quite challenging for Sky Lawyer to manage such claims. Frankly speaking under this scenario the chances to recieve compensation is very remote. Most likely financial recources of such company is already exhausted by other creditors and it will not be able to satisfy passenger's claims. 

Can I claim compensation when airline informed me about cancelled flight on the day of departure?

Yes, you can claim the compensation. Except for the case where airline offered re-routing, where you could depart not earlier than one hour of scheduled time and arrive in final destination not more than two hours late, depanding on the distance of the flight.

Can I still claim compensation if Airline already provided assistance (for example: Food, accommodation)?

Yes you can. EU regulation No. 261 independently imposes this obligation on the Airline. Additionally you can still claim monetary compensation.

In case if I already received voucher from the airline am I still entitled to compensation on delayed/cancelled/overbooked flights?

Yes - If the value of received voucher is less than value of the compensation. For example if you are entitled to 600€ compensation and airline offers you 250€ value voucher, in such case you are still entitled to additional 350€ compensation. You may also elect to return the voucher and claim the compensation in full. In case of overbooked flight, where airline offered you voucher and flight at a later date, which you have accapted, you will not be entitled to compensation any more, since you voluntarely gave up your ticket and concluded new agreement with the airline.

What should I do if airline already offered me compensation?

Generally the compensation offered by the airline is less than amount established by EU regulation No. 261. If airline offered you Travel voucher or free air miles, you can still claim compensation through Sky Lawyer. 

Due to the overbooking of the flight, I was denied boarding. Am I entitled to compensation?

In case if the passenger is denied boarding on a flight, airlines first must seek volunteers to give up their reservation in exchange for certain benefits. In addition, the air carrier shall also provide volunteers with the choice between a full refund and re-routing. Passenger may be eligible for compensation of between €250 and €600 depending on the distance of the flight and the total delay at the final destination. If volunteers choose re-routing, the airline should also provide care if necessary - for example, food, access to a telephone, hotel accommodation of one or more nights (if necessary) and transportation between the airport and the place of accommodation.

My flight was delayed. Am I entitled to compensation?
If you arrive at your final destination with a delay of three hours or more, you are entitled to compensation between €250 and €600. In case if the airline can prove that the delay was caused by extraordinary circumstances (weather conditions, strikes by airport staff or air traffic control, security measures) they are excused from paying the compensation. Airline aditionally shall provide due care (phone call, refreshments, meal, accommodation, transportation to the place of accommodation) if the delay is: 

2 hours or more for flights of 1,500 km or less;

3 hours or more for longer flights within the EU or for other flights of between 1,500 km and 3,500 km;

4 or more for flights of over 3,500 km outside the EU.

If the delay is more than five hours, and you decide not to continue your journey, you also have right to claim your ticket reimbursment and demand to be flown back to where you originally started your journey.

My flight was canceled. Can I claim the compensation?
You may claim compensation between EUR 250-600, in case if your flight was delayed to reach the final destination more than 3 hours, the actual compensation amount depends on the distance of your flight. There is one exception to this rule. When airline notifies you 14 days in advance about the cancelation or when the cencelation was caused due to extraordinary circumstances, than airline is discharged from the duty to compensate. 

Apart from the compensation airline shall also offer you:

- The reimbursment of the ticket price during 7 days from the cancelation; or

- Re-routing to your final destination under similar conditions.  

Can Airline reduce the compensation?

In certain cases airline may cut down the compensation amount by 50%. This may happen only if: a) you were offered re-routing and B) the difference between the time of actual arrival and scheduled arrival at your final destination did not exceed:

2 hours, in case of flights under 1500km;

3 hours, in case of flights between 1500-3500km;

4 hours, in case of flights more than 3500km.

How much compensation can I receive?

The amount of compensation depends on the distance.

 

Delay (at final destination after potential rebooking and/or re-routing)

Distance

Less than 2 hours

More than 2 hours

More than 3 hours 

More than 4 hours 

Never arrived 

Denied boarding *

€ 250

€ 250

€ 250

€ 250

€ 250

< 1500 km

€ 400

€ 400

€ 400

€ 400

€ 400

1500 კმ < 3500 km

€ 600

€ 600

€ 600

€ 600

€ 600

3500 km <

Delayed

€ 0

€ 0

€ 250

€ 250

€ 250

< 1500 km

€ 0

€ 0

€ 400

€ 400

€ 400

1500 km < 3500 km

€ 0

€ 0

€ 300

€ 600

€ 600

3500 km <

Canceled**

€ 125

€ 250

€ 250

€ 250

€ 250

< 1500 km

€ 200

€ 200

€ 400

€ 400

€ 400

1500 km < 3500 km

€ 300

€ 300

€ 300

€ 600

€ 600

3500 km <

 
*   The compensation shall be made immediately and any re-routing offer does not affect this right.
** The compensation may be devided by the airline in case the delay, after offered and accepted re-routing, was less than 2, 3 or 4 hours according to the length of the flight.

 

Which countries and airlines are captured by EU regulation of passenger's rights?
The passenger's rights upheld in EU regulation applies to:

- All airlines flying from EU airports, or

- The air carrier registered within EU (including Iceland, Norway or Witzerland) and which will arrive in EU airport. 

 Sky Lawyer will offer its services to all passengers who pursuant to EU regulation No.261 are entiteld to compensation. 

Should I be EU citizen in order to be eligible for compensation?

Short answer is no. According to EU regulation No.261, a person is entitled to the compensation irrespective of the citizenship. The citizenship does not affect passenger's rights.

Why do I receive the compensation?

EU regulation No. 261 adopted in 2004 grants air passengers rights to claim compensation from the airline when passanger has been delayed to reach its final destination for more than 3 hours. Your time is precious, therefore airline is obliged to pay the compensation if the delay is more than 3 hours. 

How far back can I get compensation?

There is no harmonized time bar for the compensation claims by EU legislation. The time bars are defined by the national legislation of the member state which is applicable to the flight. Below you can see the time bars as per each member state of the EU: 

Country

Time

Country                     

    Time

Austria

3 years

Italy

26 months

Belgium

1 years

Latvia

2 years

Bulgaria

5 years

Lithuania

3 years

Croatia

3 years

Malta

No limit

Cyprus

6 years

Netherlands

2 years

Czech Republic

3 years

Norway

3 years

Denmark

3 years

Poland

1 years

Estonia

3 years

Portugal

3 years

Finland

3 years

Romania

3 years

France

5 years

Slovakia

2 years

Germany

3 years

Slovenia

2 years

Greece

5 years

Spain

5 years

Hungary

5 years

Sweden

3 years

Iceland

2 years

Switzerland

2 years

Ireland

6 years

United Kingdom

6 years

Luxembourg

10 years

 

 

Can I claim compensation from a flight that was paid by my employer?

The compensation follows the passenger - not who paid for the ticket. If you're late on a business trip, you as a passenger can claim compensation and damages.




Required documentation and Privacy

What is a “rerouting confirmation” and where can I find it?
A rerouting or rebooking confirmation is a document that confirms your flight has been replaced with an alternative connection. It can either be an e-ticket you received after your flight was canceled, or if we only need a confirmation, you may provide a receipt for something you purchased at the destination airport. Example receipts include a luggage tag, a text message or e-mail from the airline, or a boarding pass for your alternative flight. Just make sure that the date and time or flight number are visible on your receipt.  The EC 261 regulation puts great emphasis on the duration of a delay. Therefore, we sometimes need to double check the exact length of your delay.
 
This way, we can more strategically respond to a variety situations including when an airline rejects your claim citing the delay was not severe enough or when we are about to take legal steps to support our stance in court.
I don’t have my e-ticket/boarding pass anymore, what do I do?

At different stages of your claim, we will most likely need your e-ticket. We request an e-ticket, either to confirm details in relation to your case or because the airline requires it to process the case. Your e-ticket should have been sent after booking your ticket.  Usually, e-ticket is sent to the e-mail you specified during the booking process, so take a look through your inbox or inboxes.

 
You can also try checking on the airline’s website: it will usually let you download your e-ticket again after logging in with details such as a booking reference, e-mail address, your name, surname, etc.
 
As for a boarding pass, there are certain airlines and courts that require a boarding pass in order to carry out the proceedings. Although we fully believe you, the courts or airlines sometimes need convincing that you checked in or boarded the plane. If you no longer have your boarding pass, please contact the airline or your Online Travel Agency (if you used one) and request a boarding certificate – it works just as well!
Who should sign documents on behalf of minors?

These can be signed by a parent or legal guardian, desirably the document should have a note as to whose behalf it is signed. In case of additional questions please send us an email. 

You asked me to send some documents - how do I do that?

There are two ways to upload your documents.

1. The first is via your Sky Lawyer Dashboard by dragging and dropping the files on your computer into the document upload section.

2. You can also send an email directly to claim@skylawyer.ge and we’ll do the rest.

What’s a booking reference and how can I find it?

This is assigned to you by the airline when you make your booking and can be found on your e-ticket or booking confirmation. This number helps the airline to find and process your claim. Look for a 6-character code, a combination of letters or numbers. Some airlines may refer to this number as a PNR or Record Locator.

Do you share my information with others?

No information is shared with any third party without your permission.

What happens to my documents once you have them? Is it secure?

We fully comply with applicable data protection laws, so your data is in safe hands. For further information please read our Privacy Policy provided on our web-page.

Why does Sky Lawyer need my passport?

The copy of the picture of pssport is required by some airlines to verify your signature on the assignment form.

Why does Sky Lawyer need power of attorney?

Power of attorney authorizes Sky Lawyer to take care of all the legal issues on your behalf. Without it, we can’t pursue your claim or send you any compensation.

Which documents do I need to provide?

We need a power attorney, a copy of your e-ticket and, depending on the airline, a copy of your passport.




Miscellaneous

When and how I will receive my compensation?

After we receive the compensation, we will ask you to privde your bank account details, where respective sum will be transfered. As usual, we transfer the money to your bank account within 2-3 days from the reciept of compensatuion on our account. 

What is your service fee?

Our commission is 25% of the compensation recieved. This also includes all expenses incurred by Sky Lawyer during performance of our services. 

What are IBAN and SWIFT codes and how can I find them?

IBAN is the unique number of your bank account which is used in bank transfers. SWIFT or BIC codes are used for the purposes of identification of the banking institution its location and principal office. Both codes can be found on your bank account statement. 

Could you help us in case of lost luggage?

In case of lost baggage, the process of compensation is not the same as it is in the case of delayed and canceled flights or when you are denied boarding. In any case please write to us about your problem and we will do our best to help you.

What service does Sky Lawyer offer?

Sky Lawyer offers legal services for claiming monetary compensation from airlines in case if your flight was delayed, canceled or you were denied for boarding. We already assisted other passengers in this process and the number of our happy customers rapidly increases. 

May I still use Sky Lawyer's services in case my claim to compensation was rejected by Airline?

Of course you can! If your claim was refused, you may still contact us and explain your problem. We will investigate the grounds of refusal from the Airline and if we deem necessary we will continue dispute on your behalf.