Frequently Asked Questions
On this page we collect frequently asked questions. If we were still unable to answer your question, please do not hesitate to contact us.
Who is LegalFly?
LegalFly is a young team of travel-loving Swiss lawyers, lawyers and computer scientists who have joined forces to advise and support consumers in Switzerland and Europe in the field of air passenger rights. The team consists of Elias, the flight expert, Daniel the all-rounder, Mirko the computer scientist, the two lawyers Kevin and Daniel, and Jelena, who is responsible for business development.
LegalFly's goal is to become the leading air passenger rights portal in Switzerland. To this end, LegalFly will in future introduce innovative products and services to the Swiss market which will enable consumers to assert their concerns and claims quickly, easily and at their own discretion. The LegalFly team is convinced that digital advice and support for consumers represents the future of the Swiss legal system. LegalFly is committed to this and supports its clients before, during and after their flight.
WHICH DOCUMENTS DOES LEGALFLY NEED FROM ME?
If you want to register your case with LegalFly, LegalFly needs the following documents from you:
- Booking confirmation from the airline: In addition to the booking data, this includes the total price and the booking number (six- to eight-digit alphanumeric code, such as E4QT8F).
- Additional travel documents for each passenger
- Catering costs: If you had further expenses for catering, hotel, transfer etc. which were not covered by the airline, LegalFly needs these receipts.
- Passport copy of each passenger
- At most, the receipts for any further expenses incurred as a result of the incident.
HOW CAN I SEND LEGALFLY DOCUMENTS AND MESSAGES?
You can send LegalFly further documents and messages at any time. Please write a message to LegalFly at the following e-mail address: email@example.com
HOW LONG DOES IT TAKE FOR ME TO REPORT MY CASE ON THE LEGALFLY WEBSITE?
LegalFly's LegalTech platform is intelligently designed. The input mask is intuitively designed and will allow you to enter your case in a few seconds to a few minutes.
I'VE READY CONTACTED WITH THE AIRLINE BUT NEVER RECEIVE A NEGATIVE ANSWER. CAN I SUBMIT MY CASE TO LEGALFLY?
Also in this case you can inform LegalFly about your case. Please point out this circumstance and send LegalFly the answer of the airline.
WHAT HAPPENS TO MY PERSONAL DATA AT LEGALFLY?
Your personal information is kept secure by LegalFly. LegalFly has set itself the goal of implementing both the Swiss data protection provisions and the provisions of the European Data Protection Basic Regulation (DSGVO).
CAN SEVERAL PASSENGERS TOGETHER SUBMIT A CLAIM TO LEGALFLY?
Yes, you can submit a case for a whole group of people as long as that group has booked the case with the airline in the same flight booking. In this case, please send LegalFly the exact booking data and the booking number (six- to eight-digit alphanumeric code, e.g. E4QT8F).
Can I ALSO USE LEGALFLY TO ENFORCE ADDITIONAL COSTS (LIKE TO TAXI TRIPS, OR OVERNIGHTS)?
Yes, if you had other expenses for food, hotel, transfer, etc. that were not covered by the airline, you can also report them to LegalFly. Please send LegalFly for each additional issue the receipts and purchase receipts. This is the only way LegalFly can help you optimally.
WHERE DOES LEGALFLY GET THE FLIGHT DATA FROM?
LegalFly obtains its flight data from a professional flight data provider. If you need specific information about a flight, you are welcome to contact LegalFly at: firstname.lastname@example.org
HOW LONG CAN I MAKE MY CLAIMS?
If you have been on a delayed, cancelled or overbooked flight within the last 2 years, you are entitled to compensation. Send LegalFly your flight information.
CAN I ALSO CLAIM FOR A PACKAGE TOUR?
No. According to the new case law of the European Court of Justice, you must claim compensation from the package tour operator.
ADDITIONAL COSTS (CATERING, TRANSFER, HOTEL) - CAN I RECLAIM THEM?
LegalFly helps you with flight disruptions under the Passenger Rights Regulation (EC) No. 261/2004, which includes fixed compensation for delays, cancellations and denials of boarding for EU flights. In addition, you are at liberty to directly address further claims for expenses due to the flight disruption to the airline. However, the law is less clear and is therefore at the discretion of the airline. You must be able to prove LegalFly the expenses by means of documents. You should also note that European legislation in many circumstances obliges airlines to pay for meals and refreshments from the time of the disruption.
DO CONNECTING FLIGHTS DIFFER IN RELATION TO THE CLAIM FOR COMPENSATION FOR FLIGHT DISTURBANCES?
In some cases, you may be entitled to compensation for a flight disruption due to connecting flights, even if you would not normally be entitled to compensation for them.
If, for example, you fly from Europe to the USA with an American airline and make a stopover in the USA, then you would obviously have a claim for the first leg from Europe to the USA on the basis of the Passenger Rights Regulation (EC) No 261/2004. But the second leg, between two American cities, could also be covered if the two flights are with the same airline and part of the same flight reservation (with the same booking reference). However, the legal situation here is still controversial, especially with regard to direct applicability in Switzerland.
WHICH COUNTRIES AND AIRLINES ARE SUBJECT TO EU PASSENGER RIGHTS?
The passenger rights under EU Regulation (EC) 261/2004 apply to all flights departing from the EU (regardless of the airline) and to all flights arriving in the EU with an airline registered in the EU (or Iceland, Norway and Switzerland). LegalFly helps all passengers from all over the world who have suffered a delay, cancellation or overbooking as long as they fall within the scope of the above mentioned EU regulation.
DO I HAVE TO BE AN EU CITIZEN TO BE ENTITLED TO COMPENSATION UNDER EU LAW?
No. Even as a non-EU citizen, you have a right. Nationality has no influence on EU Regulation EU 261/2004
MY FLIGHT WAS CANCELED. CAN I CLAIM COMPENSATION?
Depending on the flight route and the total delay at the destination airport, you are entitled to compensation up to EUR 600. If you have been informed of the cancellation at least 14 days before departure or if the airline can prove that the cancellation was caused by exceptional circumstances (weather conditions, strikes by airport staff or air traffic control, security measures), you are not entitled to compensation.
In addition to compensation, the airline must offer you a choice between the following options:
- Refund of the ticket within seven days;
- Onward journey to the airport of destination under similar conditions;
- A support (telephone call, drinks, food, accommodation, transport to the accommodation) must also be guaranteed if necessary.
A FLIGHT WAS DELAYED. CAN I CLAIM COMPENSATION?
If you arrive at your destination airport with a delay of three hours or more, you are entitled to compensation of up to EUR 600, unless the airline can prove that the delay was caused by exceptional circumstances (weather conditions, strikes by airport staff or air traffic control, security measures). You are also entitled to assistance from the airline (telephone call, drinks, food, accommodation, transport to accommodation) if the following delays occur:
- 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 between 1,500 km and 3,500 km;
- 4 hours or more for flights over 3,500 km outside the EU.
If the delay is more than five hours and you decide not to continue your journey, you will also be entitled to a refund of your air ticket and will be flown back to where your journey originally started.
MY FLIGHT WAS OVERBOOKED. DO I HAVE A RIGHT TO COMPENSATION?
If you are denied boarding an aircraft, the airline is initially obliged to look for volunteers to waive your reservation in exchange for certain compensation. In addition, the airline must give the volunteers the option of either a full refund of ticket costs or a rebooking. Depending on the flight distance and the delay until you are offered a replacement flight, you are entitled to compensation of up to EUR 600. If a volunteer decides to change a booking, the volunteer is also entitled to assistance from the airline in the form of a telephone call, refreshments, meals, hotel and hotel transfer.
AM I ENTITLED TO COMPENSATION IN ACCORDANCE WITH EU 261/2004 EVEN IF I HAVE USED THE SERVICES OF THE AIRLINE (MEALS, REFRESHMENTS, HOTEL ACCOMMODATION, ETC.)?
Yes, the airlines are obliged to offer support in accordance with EU Regulation 261/2004. In addition, you have the right to an indemnity payment.
I AM ENTITLED TO COMPENSATION IF THE AIRLINE INFORMS ME OF THE CANCELLATION OF THE FLIGHT ON THE DAY OF THE FLIGHT?
Yes, in this case you are entitled to compensation, unless you have been offered a rebooking, with which you do not have to depart earlier than 1 hour before the original departure time on the one hand and arrive at your final destination - depending on the distance - no later than 2 hours after the originally planned arrival time on the other hand.
CAN I MAKE A CLAIM FOR COMPENSATION AGAINST AN AIRLINE THAT NO LONGER EXISTS?
Theoretically this would be possible. Unfortunately, the chance of compensation in these cases is also extremely low, as the passenger is at the bottom of the list of creditors in such a case.
AM I ENTITLED TO COMPENSATION IF I FLY WITH LOW-COST AIRLINES OR CHARTER COMPANIES?
All flights are eligible for compensation if they fall under the geographical rules of EU Regulation 261/2004.
THE FLIGHT WAS LESS THAN THREE HOURS LATE, BUT I MISSED MY CONNECTING FLIGHT. AM I ENTITLED TO COMPENSATION?
On EU flights, the answer is most likely "yes". Based on the Passenger Rights Regulation (EC) No 261/2004, the claim for compensation is based on the delay at your final destination. If you missed your connecting flight and the delay was more than 3 hours, you should be entitled to compensation as long as all connecting flights had the same booking reference number. In Switzerland, however, the situation is legally controversial.
I HAVE ALREADY ACCEPTED TOO LITTLE COMPENSATION BECAUSE I DID NOT KNOW THE EU REGULATION. CAN I DO ANYTHING ELSE?
Yes, if you have agreed to compensation because you have not been properly informed of your rights, you are still entitled to full payment of the claim. You are welcome to submit your case to us.