Client guide
Track your claim
Every claim has a tracking page. It shows where the claim stands, what we found about the flight, the documents on file and a place to write to us.
Opening your tracking page
The confirmation email and every update email carry a Track my claim link. The link is personal: anyone with it can read the page, so do not forward it. Signed-in customers also reach every claim from My claims.
The progress bar
Four stages, from left to right. The green ticks are done, the highlighted one is where the claim is now.
| Stage | What is happening |
|---|---|
| Submitted | We received the claim and are verifying the flight. |
| Under review | Our team checks the file, asks you for anything missing and prepares the claim letter. |
| Sent to airline | The claim is with the airline. We follow up at regular intervals until it answers. |
| Resolution | The airline answered. Either it pays and you receive your share, or it refuses and we tell you why and what can still be done. |
The badge at the top right gives the precise status within the stage, in the words our team uses: Awaiting documents, Awaiting airline, Approved, Payment received and so on.
What else is on the page
- Flight summary · the flight as we verified it: route, scheduled and actual times, recorded delay or cancellation.
- Weather that day · the conditions at the departure airport, when we have them. Bad weather is the reason airlines most often give.
- Documents · everything on file: what you uploaded, the claim letter we generated, the airline's replies.
- Send us documents or a message · a message box and an upload that go straight to the person handling your claim. See Documents and messages.
- Timeline · every event since you submitted, newest first: emails sent, flight verified, letter sent, airline reply, payment.
How long it takes
Airlines have to answer within a few weeks but many take longer. We send a reminder when a reply is overdue and tell you at each step. You do not need to chase: if nothing changes for a while, it is because the airline has not answered yet.