Flight delayed or canceled?
Get up to € 600 compensation now!
Up to € 600 compensation per passenger (minus our success fee)
No financial risk – if we don’t succeed with your case, we don’t charge you anything
High success rate in court and satisfied passengers
No struggle with legal documents. We´ll take care of it
This is how it works
Enter your flight details.
Enter your flight details, it only takes a few minutes! Find out whether your flight disruption is entitled for compensation.
We check your claim and enforce your right
Captain Frank confronts the airline and claims your compensation – if needed in front of court! Sit back and let us do the work. We will inform you about the claim success and keep you updated along the way.
Receive your compensation
Receive up to € 600 compensation less a fee for our work with your claim. If we are not successful, we will not charge you anything!
Flight delays, flight cancellations, compensation: Frequently asked questions
We discuss questions about compensation during Corona in this blog-post.
The amount of the compensation depends on the flight distance. The compensation for short flight routes (up to 1,500km) is € 250, for medium flight routes (1,500km-3,500km) € 400 and for long distances (more than 3,500km) € 600. The compensation does not depend on the ticket price and is paid per passenger.
“Immediate” payout means that we will pay your compensation immediately. Hereby we will enforce the compensation from the airline in a second step. No matter whether the airline pays or not, you will keep your money! For this offer, Captain Frank charges a 30% fee. Alternatively, we also treat claims “on success”. This means that you will receive your compensation once we have received it from the airline. In this case, our fee is 20% of the compensation amount.
The arrival time of your flight must be delayed by at least 3 hours in order to be entitled to compensation. In addition, either 1) the place of departure must be in the EU or 2) the place of arrival must be in the EU and the operating airline must be located in the EU.
According to the EU directive, you are entitled to compensation if you have not been informed of the cancellation more than 14 days before departure and if the airline has not offered you an alternative flight with a similar flight time to the flight originally booked.
Yes. You can claim compensation three years back. The 3-year period begins at the end of the year. This means that if you flew on January 1, 2018, for example, you can claim compensation until December 31, 2021.
Captain Frank is a passenger rights portal. As such, we help passengers enforce their compensation claims against airlines after delays, cancellations, and denied boarding. In order to do so, we analyze flight data and utilize our experience in enforcing special cases (complicated flight routes, stubborn airlines, …). If necessary, we go to court with our contract lawyers. We always bear the financial risk and only take a 20-30% fee if we can guarantee your compensation-payout.
Our high success rate results from our experience and reputation as a passenger rights portal with professional lawyers and automated processes. However, what our customers particularly appreciate is our customer service. Thus, we are there for our customers, listen to them, and look forward to answering their questions. And let’s not forget: we offer the best price in the market.
The European Parliament and the Council of the EU decided in the Regulation No. 261/2004 that travelers should be better protected against inconveniences that occur in connection with flights.
Yes, this is possible. Unfortunately, the process is often tedious, time-consuming. Additionally, the chances of success are often slim (depending on the airline and other factors) due to the behavior of many airlines. With the intention to not pay out compensation many airlines do not pay voluntarily or make it difficult for customers to get in touch. Additionally, they often blame exceptional circumstances or put passengers off with vouchers. This is, where Captain Frank steps in.
The duration of the settlement of a claim depends on many factors and unfortunately, it is not possible to define an exact time. A payout can take place after only a few weeks or much later. On average, there are about five months between the submission of the claim and the payment of compensation.
Captain Frank unfortunately only has an influence on one of these factors: our processing time. We have automated our process to such an extent that the processing time is reduced to a minimum. Unfortunately, we have no control over the airline’s reaction time and processing time. These vary greatly depending on the airline and the time. It depends, for example, on how many employees the airline employs for complaint management, how many complaints there are at the time, or whether the airline decides not to react at all for undefined reasons.
We at Captain Frank do not wait forever for a response, but proactively check whether we can enforce a claim in court.
In the case of a decision to take legal action, the processing times and the workload of the various courts play a role in the overall process and, accordingly, the reaction times of the defendant airlines or their lawyers.
Our previous experience has shown that claims can be collected between 1 day and approx. 1.5 years.
Of course, we always keep you informed about the status of your claim.
You can check the status of your claim in your account.
Yes, you can submit the claims for all people who have been on the same flight with you. Also, you can submit the claims for friends, children or your customers. Please note: while you can submit the flight data of other people, we require the signature of the passenger stated on the ticket (or, in case of minors, the parents signature).
As an ambassador, you can help passengers to get compensation by informing them of our service. Ambassadors have no obligations and can decide when they want to inform others about Captain Frank, or not. For each claim that comes to us on your way, you will receive a commission. Learn more here.
Compensation for flight cancellations, flight delays, missed connecting flights and changed flight times
Was your flight canceled, delayed, or did you miss the connecting flight? Sitting on suitcases for hours at the airport is no pleasure. The entire trip is often rescheduled if the flight does not go as planned. Anyone whose travel plans are affected by this should be therefore compensated in accordance with the EU Passenger Rights Regulation. However, air travelers often experience that the airlines don´t get active and are not helpful in the event of a flight cancellation, delay, or a missed connecting flight. Captain Frank helps you to understand and enforce your rights.
When problems arise during the flight
When traveling by plane to visit friends and family, or for a business trip, the plans at the destination are usually the focus of the traveler. However, air travelers often experience that something goes wrong on the outward or return flight: the crew is still waiting for cabin crew, a suitcase cannot be loaded, the catering is not on time, or refueling takes longer. Such minor incidents can quickly lead to shorter or longer delays in air traffic which consequently affect connection flights. The situation at the airport is often particularly critical when there are technical problems, a personnel strike, or the plane never even arrives at the departure airport. Flights get canceled and either the entire trip is canceled or you are faced with an elaborate and expensive rescheduling – not to mention the frustration that comes along with ruined plans. The airlines are often of little help in such situations. Ground staff may have little information and may refer to brochures with passenger rights.
Your entitlement to compensation when flights get delayed or canceled
EU Passenger Rights Regulation 261 of 2004 applies to all flights that have started in the EU or that arrive in the EU. If started outside the EU the flight must also have been operated by a European airline. If something goes wrong here, you as a flight passenger are entitled to compensation for missed connection flights, delays or flight cancellations. You can exercise this right up to 3 years later. The amount of the compensation depends on the circumstances of the delay, the travel length of the originally planned flight and your expenses for any other travel plans. Your right to compensation in detail:
- Compensation for flight delays: Depending on the length of the flight, you are entitled to compensation of between 250 and 600 euros per passenger from a delay of 3 hours. From a waiting time of 2 hours, the airline has to provide you with drinks and snacks.
- Compensation for missed connection flights: You are entitled to reimbursement if you reach your final destination with a delay of at least 3 hours due to the missed connection flight. If the new arrival time is on the next day, the airline must provide overnight accommodation. Otherwise, the same rights apply as for flight delays.
- Compensation in the event of flight cancellation: If your planned flight is canceled, you can request a replacement ticket or have the ticket price refunded. If the airline did not inform you at least 14 days in advance, you are also entitled to compensation between 250 and 600 euros.
- Compensation for a different departure time: As in the case of a flight cancellation, you must accept a change in the departure time if you have been informed of this at least 14 days before the planned departure. If not informed in time, however, you have the right to compensation for a different departure time.
Captain Frank helps passengers to their rights
Even though your rights are stated clearly in the EU regulation many travelers experience that airlines leave their customers alone in the event of disruptions and delays. Sometimes they don’t even respond to passenger requests for reimbursement. Captain Frank specializes in the professional execution of compensation cases. We ask you for all the necessary information to communicate effectively with the airline. If necessary, we apply legal means without you bearing any cost risk. We will keep you up to date throughout the entire process. You no longer have to worry about the annoying incident. After successfully completing your claim, we will transfer your compensation amount less a minor fee for our efforts.