Customer portal - Frequently asked questions

From the moment we initiate the transfer it takes up to 14 working days for the money to appear in your bank account.

The timespan varies from case to case and can take up to 18 months. The timeline depends on the court location, airline, and the clarity of the case.

If you are under the legal age of 18, we will need your parent’s signature as a consent for us to process your case.

If the case goes to court, we might need you to sign the declaration of assignment and send the original document to us. In order for us to represent you in court, the court requires a hand-signed declaration of assignment of all travellers.

A handwritten signature means that the declaration of assignment must be printed out and signed with a pen. An electronic signature via PC, laptop or smartphone is not accepted.

To process your claim, we need a booking confirmation or a boarding pass (also from your potential alternative flight). We also recommend taking evidence photos of the flight board at the airport. If the case goes to court, we might need a copy of your identity card and you would need to sign the printed declaration of assignment and send the original document via post to:

MYFLYRIGHT GmbH
Schauenburgerstraße 61, 20095 Hamburg

• The easiest option would be to upload the documents in the customer portal under “My claim”.
• You can send them by email to info@myflyright.de
• You can send them by fax to +49 (0) 40 699 19 59 59
• You can send them by post to:

MYFLYRIGHT GmbH
Schauenburgerstraße 61, 20095 Hamburg

The timeline of receiving your compensation depends on the airline’s feedback, court location and legal situation. Unfortunately, we cannot influence their processing time and it might vary in different cases. Therefore, it is not unusual that some passengers might receive their compensation earlier than others. As soon as we have any news, we will notify you immediately.

We only charge a commission fee if we have successfully enforced the customer's claim against the airline. We charge a commission fee of 25% (plus VAT) for classic compensation enforcement. With an immediate payment within 24 hours, we charge a commission of 35% (plus VAT). You can click on “My claims” and you will find a section “Compensation amount”, which states our exact commission and your final payout in your case.

When your flight gets cancelled or arrives at the destination airport with a delay of more than 3 hours, you are entitled to 250 €, 400 € or 600 €, depending on the flight distance minus our commission. In the customer portal you can see the exact amount that is applicable in your case. You can click on “My claims” and you will find a section “Compensation amount”, which states your final payout after our commission fee and VAT.

Due to the increased risk for MYFLYRIGHT that the airline does not pay because the delay is due to extraordinary circumstances (e.g. weather, strike, medical emergency, etc.) or the airline files bankruptcy (e.g. Air Berlin and Niki airline) and due to the high capital requirement, we only offer the “Immediate payout” option in selected cases. If your case meets the requirements for immediate payout, we will inform you immediately.

When an airline declares bankruptcy, it is uncertain whether and to what extent the airline will pay the outstanding compensation. Basically, insolvency law states that the bankrupt company may no longer pay anything until the bankruptcy proceedings have been completed, unless this is absolutely necessary to maintain the company. We will inform you about the next steps in such a case.

Please contact us directly if the court approaches you so we can discuss the next steps. Some courts send a copy of the court fees directly to the customer. Do not worry, we take care of the payment of the court fees. With MYFLYRIGHT you do not have a cost risk. We cover all the expenses (e.g. lawyer, court, etc.). Only upon the successful enforcement of your claim will we charge a commission of 25 % plus the statutory VAT or 35% plus VAT for cases that we immediately pay-out. For more details, please see question 12. In the event of an unsuccessful enforcement of your claim, you will not be liable for any costs (e.g. lawyers, court, etc.). You can send us the invoice digitally to info@myflyright.de.

You have the right to cancel this contract within 14 days without a reason. The time limit for cancellation shall be 14 days from the date of entering into the contract. If you want to exercise your right for cancellation, you must inform us by making a clear statement (for example, by a letter sent by post, fax or e-mail) of your decision to cancel this contract. A withdrawal is not possible after the 14 day period.

MYFLYRIGHT GmbH

Schauenburgerstraße61, 20095 Hamburg

Fax: +49 (0) 40 699 19 59 59

E-Mail: info@myflyright.de

You can file claims against the airlines for compensation based on the EU Passenger Rights Regulation 261/04 due to delay (more than 3 hours), cancellation or denied boarding within 3 years. The same time frame of 3 years backdate applies to cases where you have canceled your ticket yourself. In case of luggage problems, the following deadlines apply:

Luggage delay - Within 21 days after luggage arrival

Luggage loss - Within 2 years after arrival of the flight

Luggage damage - Within 7 days after luggage receipt

Due to privacy reasons, we are not able to process your claim over the phone. Please submit your case on our website - www.myflyright.com.

Yes, you may file a claim for multiple passengers, regardless of whether you are related or you flew together as a group. In this case, you will be their contact person. As a contact person, you are responsible for the group members sending all necessary documents and ensuring they don’t submit the case with another flight compensation company.

Don't worry, there are no upfront costs for you (e.g. legal fees, court costs, etc.) since MYFLYRIGHT works on a no win – no fee basis. MYFLYRIGHT works entirely on a commission basis, which means that only after we have successfully asserted your compensation claim with the airline, will we charge a commission of 25% plus VAT or 35% plus VAT for cases that we immediately pay-out. For more details, please see question 12.

Yes. Please let us know about the correspondence with the airline that has already taken place. We would be happy to check for you whether you are entitled to compensation and we will make sure that you get what you are entitled to.

When you click on “My claim” in the customer portal, you will find a section called “Status progress”, which states the current status of the case and the next steps.

As per our Terms and Conditions, you are required to let us know when and how much money you have received directly from the airline. Please contact us and we will let you know about the next steps.

You might need to send us the commission in the following cases.

• If we do not receive the requested documents by the stipulated date and this causes the loss of our legal proceedings, we will invoice you for the resulting damage. Please note that it is your duty to cooperate with us or our contract lawyers to provide all the necessary documents in a timely manner. Only upon complete documentation of your case are we able to fight for your passenger rights.

• Sometimes airlines pay the compensation intentionally to our customers directly. If you receive the compensation directly from the airline, we consider our job done since we have taken legal action towards the airline. As per our Terms and Conditions, please contact us if you have received your compensation directly from the airline to avoid unnecessary legal steps and costs.

If you were offered an alternative flight due to your flight change and the delay at your final destination was:

• under 2 hours in cases of flights up to 1 500 km

• between 2 and 3 hours in cases of flights between 1 500 and 3 500 km

• between 3 and 4 hours in cases of flights over 3 500 km

the airline is allowed to reduce the applicable compensation amount by 50%.