Claim - Progress / Payout

Can I direct the payout to any account?

YES. Both SEPA and PayPal can be paid to any valid account. It is not necessary that either one belongs to the claimant.

I encounter problems with my payout. What shall I do?

Please make sure your IBAN is keyed in correctly. We use a sophisticated 3rd party IBAN verification program that verifies all SEPA IBANs.

If you are unable to resolve the problem, please use the Trouble Ticket System in the customer portal to contact us.

My claim is ready for payout. Now what?

Once you receive the email notification that your claim is ready for payout, you log on to the customer portal  and initiate your payout.

You can choose SEPA or PAYPAL to receive your money. Please contact our customer care if you do not have a PAYPAL account AND live outside the of the Single European Payment Area (SEPA). We will then initiate an international wire transfer.

Please note that the payout process can take 3 to 6 days until your transfer appears on your account or PAYPAL statement. Please use the Trouble Ticket System in the customer portal to contact us if you have NOT received your money 10 days or more AFTER initiating the payout process.

Status ”Claim in settlement with airline” – No progress?

The status remains at “Claim in settlement with airline” for several days. Is there any progress?

If you see the same status over and over again, then there is currently no progress. Otherwise, you (the customer) will be informed via the Customer Portal and by email.

Why then are there these long waiting periods?

The answer is quite simple. Some airlines simply do not respect the law. They delay their answer or fail to answer entirely.

That’s why we do not send only one settlement request, but often conduct a re-settlement, once or even twice.

But you as a customer will still receive the same message, because we are still settling up with the airline and nothing has changed for you, although we are working on the case in the background.

What comes after “Claim in settlement with airline” ?

Either the claim is finished (successfully or closed) or the claim proceeds to the next phase: “In court settlement”. That is, the claim will now be handled by one of refund.me’s associated lawyers/law firms. refund.me picks the most promising jurisdiction to further advance the claim by evaluating the flight data of the claim.

This last phase of a claim can last much longer than the first phase because judicial proceedings are involved and largely depend on the judicial system of a particular country. Therefore matters are mainly dictated by factors not directly controlled by refund.me. But rest assured: even if a long waiting time is involved, refund.me will fight for your rights and keep you informed. This phase typically ends when a verdict is reached. Depending on the verdict we can either start the payout to you, or we have to close the claim as a final loss.

When does the “Claim in settlement with airline” status end?

This phase ends by either the airline responding to our settlement request or refund.me deciding to no longer wait.

Although the law describes 28 days of settlement, it can take much longer, e.g. due to lawsuits blocking certain claims, as seen in the UK with the Huzard Case that blocked nearly every claim for more than a year.

Claim - POA

Can I send my signed PoA or other evidence by postal service?

Yes. Our mailing address:

refund.me GmbH
Am Bassin 4
14467 Potsdam
Germany
Can you send me a hardcopy of the PoA?

I do not have a printer. Can you send me a hardcopy of the PoA?

Sure!

I am currently unable to sign my PoA as I am either travelling or unavailable?

Send us the signed PoA as soon as possible.

Many hotels offer printing and scanning services or you can use your mobile to take a picture of the signed PoA.

It is important for your claim that we receive the signed PoA on time.


Claim - Changes / Additions

I have a new address, email or phone number. Now what?

Please use the Ticket System in the customer portal to send us your new contact information. We will update your claim data.

We appreciate you keeping your contact information current. Otherwise our automated communication might not reach you.

I have new evidence for my claim. Now what?

Please use the customer portal to upload the evidence files.

Thank you for providing any evidence you might have. It helps us to fight for your claim.

Claim - General Topics

I Cannot login to see the status of my claim. Now what?

It is important to use the same e-mail address you used when you filed your claim.

Should you not be able to resolve the login problem email us to feedback@refund.me referring to your claim number and please state the problem in some detail.

If possible, also indicate your browser type (e.g. CHROME, FIREFOX, SAFARI, INTERNET EXPLORER) and version number and whether you tried it via computer or mobile phone.

My fellow passengers already have their money, not me. Why?

I travelled with others (coworkers, family, friends). They already have their money. Why is my claim still pending?

That is an excellent question and indeed the “big mystery of claim processing”.

There is no rational explanation for that.

However, it is apparent that airlines and courts do not always organize their work efficiently: If, for example, different employees in a processing department process the same claims against the same flight, this becomes particularly problematic in the gray areas. Especially in the so-called “exceptional circumstances” it could happen that apparently identical claims are assessed quite differently and at very different times.

But please stay relaxed: our System automatically detects these inconsistencies and the refund.me Settlement Team is dedicated to resolve these situations as fast as possible.

Customer Care
Questions and answers (FAQ)

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