How it works
From the moment you enter a flight number to the moment the money arrives.
What we do, and what is asked of you
RefundAir takes on the part that puts most travellers off: assessing entitlement, filing the claim with the airline, and running the correspondence through to an outcome.
Two things are asked of you: your flight details for the initial check, and, if there is a basis to continue, some passenger details and documents. From there, dealing with the airline is ours.
Check the flight
Enter a flight number and a date. We compare what you entered against what the flight actually did: whether it departed, when it landed, and whether a cancellation was recorded. No account, payment details or documents are needed at this stage.
Open the claim
If the check points to a possible basis for entitlement, you create an account and complete the passenger details. At this stage you attach an identity document and a boarding pass, and sign an authorisation allowing us to act for you.
Review and documents
We examine the file properly: the routing, the distance, the reason given for the disruption, and the law that applies. If a document is missing we come back with a specific request rather than leaving the claim stuck.
Approach the airline
We file a reasoned demand through the airline's proper channel, addressing common defences such as extraordinary circumstances up front. The correspondence is documented in full.
Follow-up and updates
Airlines do not always reply on time. We track, chase and document. You hear from us when something real develops, not on every technical step.
Receive compensation
If compensation is recovered, the funds are transferred to you under the service terms. If nothing is recovered, there is nothing to pay.
Useful to have to hand
- The flight number and date
- The booking confirmation or reference
- A boarding pass, if you still have one
- An identity document for the passenger
- Any messages the airline sent you
The flight number and date are all you need for the initial check. The rest only comes up if you decide to open a claim.
Questions about the process
How long does each stage take?
The initial check takes seconds. Opening a claim is up to you and usually takes a few minutes. The airline stage is the longest and varies by airline and by case.
Do I have to speak to the airline?
No. Once the authorisation is signed, the correspondence is ours. If the airline contacts you directly, forward the message to us.
What if the airline rejects the claim?
A rejection is not necessarily the end. We look at the reasoning given and, where there is a basis, respond or take the appropriate next step. Either way we tell you where things stand.