FAQ

Appeal Service

Do you also deal with delayed or lost luggage?

The service that airConcur currently provides is derived from the European Union's 261/2004 aviation service, which includes a delayed, canceled or denied boarding. we have not yet provided a service for lost or delayed baggage claim. We will study the relevant aviation regulations and hope you continue to follow the airConcur update

What services do you offer? How will airConcur help me?

airConcur is a web platform service. When air passengers encounter problems with flight delays, cancellations, and refusal to board the aircraft, we assist passengers in obtaining reasonable compensation. All you have to do is file a complaint through airConcur, and we will follow up on your behalf, including collecting data, troublesome written communications, time-consuming communication with airlines, and even bringing airlines to court. If we win a claim for you, airConcur will charge the service fee. Conversely, if we do not win a claim for you, you do not have to pay any fees.

Whether it is the recent or past three years of flight delay, cancellation, or denied boarding, you can appeal. If you feel that it is not very sure, you can still use our service, we will contact you as soon as possible after confirmation. It’s not easy to get a claim, but we’ll make it as simple as possible, share relevant expertise with the public, and actually assist you in securing the rights you deserve.

If I have already complained about it, but I haven’t, can I ask airConcur again?

of course can! If the airline rejects your appeal, airConcur will still assist you with the appeal. Please send any content that you communicate directly with the airline, as well as any information that the airline has replied to you, which will help us to determine the feasibility and subsequent smoothness of the complaint.

Can I complain about the extra costs incurred when my flight is delayed, cancelled, or denied boarding? (such as accommodation, meals, transportation, etc.)

airConcur's current service is based on EU regulations 261/2004 for aviation services, including flight delays, cancellations and denials of boarding, and no additional cost appeals when these issues occur. We will develop practices and look forward to Launched in the near future. However, at this time, we recommend that you keep the receipt if you have extra costs, and then copy the relevant documents to directly contact the airline.

If the airline cancels the flight but has a refund, can you ask me to continue to help me?

of course can! As long as the airline does not notify you of the flight cancellation 14 days prior to departure, you are entitled to a refund and claim for your ticket under EU Regulation 261/2004. However, if you sign the relevant documents given by the airline at the time of accepting the refund of the ticket, you may have the right to agree to waive the claim. Therefore, whether or not you decide to seek compensation through airConcur, please confirm all relevant documents in your signed documents.

If I appeal to the airline company through airConcur and the airline company contact me directly then what should I do?

When the airline receives a complaint from airConcur, it may contact you directly, usually in the hope of contacting you directly to reduce the amount of compensation. When this happens, please inform the airline that you have been appointed by airConcur and please contact us as soon as possible.

How long before I receive my compensation?

Each case is not the same, usually can be up to 13 weeks,sometimes the airline will respond very quickly, of course there are cases aviation companies have absolutely no response. For each incident airConcur will continually contact the airline company to request a response. If the airline company reject our appeal, we will discuss with the lawyer, as long as there is a chance to appeal, it may go to the court or the relevant units, this can last for half a year, even more than 1 year, please be patient and we will continue to update with you.

Issues with providing info

What is Booking Reference

The Booking Reference is called a booking code or booking record number and is a set of codes for airlines to track tickets. The code is usually made up of six characters alphanumeric (such as XQA73D, P8UKA9) and does not contain spaceing in between. The booking code in the e-ticket can be found in the following categories: Booking Reference, BOOKING REF, PNR or Record Locator.

Will airConcur leak my information to others?

AirConcur will not provide your information to any third party without your consent.

Why did you ask me to send you personal documentation, such as my ID?

We will need an electronic ticket to confirm the purchased seat of your flight. Some information may be requested by the airline, such as your passport copy, signature and authorization. In order to assist you in obtaining a claim, you will need to provide relevant information.

How do I know if I am eligible?

You can file a complaint through the airConcur website, and we will use Air Data and your data to determine eligibility. Click here to confirm

Service Fee

How much does airConcur charge to handle my claim?

There are no upfront costs to use airConcur services as we work on a “no win, no fee” basis. We only get paid if our clients get paid, by deducting our 35% (incl. VAT) commission if the claim is successfully resolved.
All you need to do is file a claim via our website and we will take care of the entire claiming process on your behalf such as, collecting of data and information, negotiating with the airline. Some cases might even take months but our legal team will deal with the airline for you.
All other costs are on us, even if the claim is unsuccessful you will not be charged a dime for the work on your file.

airConcur will not charge any fees for the following service(s):

Entitled to Compensation Calculator, Sources on airConcur website and blog, the Claim that failed to win through airConcur.

Our fees

AirConcur has the right to charge service fees after airConcur successfully claims for you and receives compensation. AirConcur has the right to deduct the agreed commission of 35% from the whole amount of the compensation before transferring it or paying it out in another way to the client. airConcur takes care of the successful enforcement of a compensation for the client on basis of European Regulation 261/2004.The client should pay commission of 25% from the whole amount of the compensation as a service fee (including tax).

Your flight disruption was caused by the strike.

When the reason for the interruption of your flight is caused by a strike, according to the basis of compensation stated in the EU Regulation 261/2004, the strike is not obliged under the airline's compensation . However, according to our study of many of the strike cases, it is not impossible to be compensated, only 20% of the cases have been successful. There are no upfront costs to use our services as we work on a “no win, no fee” basis. We only get paid if our clients get paid, by deducting our 50% (incl. VAT) commission if the claim is successfully resolved. **Noted that if only the claim is a tough strike case to work on. All you need to do is file a claim via our website and we will take care of the entire claiming process on your behalf such as, collecting of data and information, negotiating with the airline. Some cases might even take months but our legal team will deal with the airline for you. If we do not win a claim for you eventually, all the cost will be borne by airConcur.

Customers from Travel Agencies and other Corporate Agreements

You may have entered into an Agreement with airConcur via one of our partners, such as a travel agency or another corporate agreement. In these cases, the fee structure, payout options and currency conversion might be different depending on the particularities of the agreement and the individual terms agreed upon.

Compensation and payment

airConcur ensures that the claim on behalf of the Client is based on the compensation amount expressed in EU Regulation 261/2004 and appeal to the maximum amount of compensation for the case. airConcur pledge that after successful claim for the Client and receives the compensation, the Client will be notified of the remittance method. After deducting the fee charged by airConcur and we will remit to the customer within 30 working days. If the customer specifies to receive in certain currency, it may cause the delay in the remittance day(s), and the exchange difference calculated by the exchange rate on the day(s) of remittance will be absorbed by the Client.

Compensation

the compensation amounts determined by the EU Regulation 261/2004 are as follows

3 – 4 hours More than 4 hours Never arrived Distance
€250 €250 €250 All flights 1,500 km or less
€400 €400 €400 Internal EU flights over 1,500 km
€400 €400 €400 Non-internal EU flights between 1,500 km and 3,500 km
€300 €600 €600 Non-internal EU flights over 3,500 km
Consumer's right of revocation and cancellation policy

Every client who has entered into an agreement with airConcur has the right of revocation of the services without specifying any reason within 14 days. The withdrawal shall be sent to airConcur in any document format (letter, email) and does not need to be formal. Please note that the client has no right to rescission if the agreement has been fully performed by both parties upon request. The client has been notified the compensation granted before exercising his/her right of rescission. In the event that a client wishes to revocate airConcur's services after the 14 day cancellation period, a 62.50 EUR (incl. VAT) late-cancellation fee will be charged.

International transaction fee

In present, airConcur can only provide PayPal (priority) and international wire transfer (secondary), the exchange differences and the transaction fee will be borne by the client. We will work with international remittance operators as soon as possible to provide the most favorable exchange rate and remittance fees.

Tax

All service fee of airConcur includes VAT

What payment methods does airConcur offer after receiving a successful notice?

At present, bank remittances are the mainstream, and other payment methods will be offered later.

Can I choose foreign currency or Taiwan dollar?

After we receive the airline compensation, we will use NTD and Euro as the compensation for your remittance, and the remittance fee will be paid by you. Since the currency of the compensation we receive from the airline is Euro, if you specify that the conversion currency will be subject to the exchange rate at the current exchange rate, airConcur will not be responsible for the exchange.

I only got half of the compensation I thought I would receive. Why?

There are indeed some conditions that may halve your compensation, most of which occur on airlines/alternative flights that do not exceed the sheduled time of the original flight:

  • under 2 hours in cases of flights up to 1,500km
  • between 2 and 3 hours in cases of flights between 1,500 and 3,500km
  • between 3 and 4 hours in cases of flights over 3,500km

Why do I receive the compensation directly from the airline?

The Power of Attorney that you signed when submitting a claim allows airConcur(or third party partners) to receive your compensation from the airline, then transfer the compensation to you.
As per our Terms and Conditions, please do let us know if you have received your compensation directly so we may update our records accordingly.

Others

Can my child ( under the age of 18 ) sign the Power Of Attorney ?

According to EU Regulation 261/2004, as long as the children is at the age of 2 and above will have the same rights as adults. However, underage children cannot sign for their own Power Of Attorney and must be signed by their parents or legal guardians before they can be executed.

When I was on a business trip, I encountered a flight interruption. Should the claim be compensate to the company or me? Who will have the rights to claim?

If your status is in compliance with EU Regulation 261/2004, but your travel ticket is paid by the company, who is entitled to the compensation? According to EU Regulation 261/2004, air passengers are protected, meaning that it is okay for the passenger to file a complaint and obtain it, because the passenger does suffer all the inconveniences when the flight is delayed, cancelled or denied. However, whether this amount should be paid back to the company depends on the relevant contract of employment between the company and the staff, and is not within the scope of EU Regulation 261/2004 and airConcur.