Compensair

Hello, We're sorry to hear about your dissatisfaction with our service. You requested to close your claim after we had already submitted it to the airline. As stated in clause 2.5 of our Terms & Conditions, the Client has the right to terminate the Contract within seven (7) days from its conclusion unless Compensair has submitted relative documents to the airline within this period. In your case, the claim had already been submitted, and as per our agreement, we were unable to close it at that stage. Clients also confirm during the application process that they are not independently pursuing compensation from the airline. We regret any misunderstanding and would like to inform you that, despite the terms mentioned above, we ultimately closed your claim, and the matter has been resolved. If you have any further questions, please don’t hesitate to reach out to our support team.

Dear Ruta, We’re sorry that the process is taking longer than you expected. Currently, your case is under review by the passenger rights authority, as the airline denied compensation, citing weather conditions. Unfortunately, such proceedings can take significant time, and the timeline is largely beyond our control. Please rest assured, we remain fully committed to resolving your claim as promptly as possible, since we only charge our fee if the claim is successful. If you have any further questions, feel free to contact us at [email protected].

Hello, We’re sorry to hear that you're dissatisfied with our service. Since three out of four compensations have already been issued, the chances of receiving the remaining one are very high. Unfortunately, airlines sometimes handle claims separately, even for passengers on the same booking, which can make the process take longer. Please rest assured that if the fourth payment had been received, we would have notified you immediately, as we strictly adhere to our Terms and Conditions. We’d also like to clarify that our 30% fee is outlined in the Price List, which is available on our official website. We always strive to ensure that our clients are fully informed about the terms of cooperation before proceeding with their claims. For more details or further assistance with your case, please contact our support team at [email protected].

Hello! Thank you for your feedback. On December 3, 2024, two payments were processed for you, but one of them was returned. Unfortunately, this can sometimes happen, as payment processing also depends on intermediary banks and the accuracy of account information. After receiving updated bank details, we promptly re-initiated the payment on December 16, 2024. Transfers typically take up to 7 business days, so the funds should reach your account shortly. We understand the inconvenience this may have caused. Returned payments also result in additional costs for us, as the refunded amount is typically less than the initial transfer. However, we always re-send the full promised amount, covering these extra expenses ourselves. We hope for your understanding and appreciate your patience.

Dear Tringa, Thank you for your feedback. We would like to clarify that your compensation was successfully processed on December 20, 2023, to the bank details you provided. Our banking partner confirms that the transaction shows as successful on their end, with no record of the payment being returned to our account. To assist you further, we have sent you additional details via email, including the payment confirmation and tracking information (End-to-End ID) for your bank. Please check your inbox and share this with your bank. If your bank confirms that the payment was not credited or was refused, they will need to provide an official document (not just a letter or email) confirming this. Once we receive such a document, we will escalate the issue with our payment provider. We understand your frustration, and while our obligations have been fulfilled, we remain committed to help you resolve this with your bank and ensure that your compensation reaches you.

Dear Mariana, Thank you for sharing your feedback. We would like to confirm that the payments were successfully sent to both passengers on October 11th and November 6th. Today, we provided you with payment confirmation documents to assist in tracing the transfers, and we recommend contacting your bank for further clarification. If you have any additional questions or require further support, feel free to reach out to us at [email protected].

Dear Miodrag, Thank you for your feedback. We understand your concerns and would like to clarify the situation. We confirm that we transferred €175 to your account, as agreed. However, as per our Payment policy (https://www.compensair.com/en/payment-policy/) (Section 10), any bank fees associated with the transfer are covered by the client. Since the payment was made to a non-EU account, additional fees may have been applied by intermediary or receiving banks. Unfortunately, these charges are beyond our control. If you would like to get a payment confirmation or need further clarification, please feel free to contact us at [email protected].

Dear Claudia, We regret that the compensation could not be secured sooner and that this caused you frustration. Your case was under review by the passenger rights authority, which unfortunately resulted in longer timelines. Despite this, we’re pleased to confirm that the claim was successfully resolved and the payment was transferred to you on April 19. If you need any further information or assistance, please don’t hesitate to reach out to us at [email protected].

Hello, We’re sorry to hear about your dissatisfaction with our service. By submitting your claim through our website, you agreed to our Terms & Conditions. This includes the agreement not to engage with the airline independently after filing through us. Additionally, our Payment Policy outlines a standard 30% success fee, which covers the work our team performs to secure compensation on behalf of our clients. It's also important to note that airlines do not always readily agree to compensate passengers when approached directly. Our goal is to simplify the claims process and ensure that passengers receive the compensation they deserve. While we regret that you are unhappy with our fee, we worked diligently on your behalf and successfully secured the payment. If you have any further questions, we’re happy to assist.

Dear Goce, Thank you for your feedback. We are pleased to confirm that the compensation for one passenger has been successfully processed. However, we are still working on the claims for the rest of your family. While we aim to have all claims resolved at the same time, the airline reviews each passenger’s claim individually, which can lead to different processing times. Please rest assured that we are actively pursuing these payouts, and given that your compensation has already been received, the chances of success for the remaining passengers are very high. We appreciate your patience and understanding as we make every effort to expedite the process. Should you have any further questions, feel free to contact us.

Dear Ivona, Thank you for your feedback. We regret that you are not completely satisfied with our service. We would like to clarify that our 30% fee is clearly outlined in our Payment policy, which is available on our official website. We always strive to ensure that our clients are fully aware of the terms of cooperation before submitting a claim. More information regarding the Terms and Conditions/Payment policy can be found at the following links: https://www.compensair.com/en/terms-and-conditions/; https://www.compensair.com/en/payment-policy/ This fee, which is only applied when you receive your compensation, helps us cover our operational costs and allows us to continue assisting air passengers worldwide in asserting their rights. If you have any further questions, we would be happy to address them.

Dear Jean, Thank you for your feedback. We’re sorry for the difficulties you encountered and any inconvenience this caused. Please rest assured that your personal information has been handled in compliance with data protection regulations. According to your claim, we successfully obtained your compensation and transferred it to your account on August 1. It usually takes 7-14 days for funds to be credited, so the payment should already be in your account. We hope this resolution meets your satisfaction. If you have any other questions, we’re here to help.

Dear Claudia, Thank you for sharing your feedback with us again. We regret that you are not happy with our services and understand your frustration for the long processing your claim. Our legal team keeps actively working on your case. However, despite our best efforts, achieving a swift resolution is not always possible due to factors beyond our control. We apologize if our communication has seemed automated or insufficient. Your feedback is important to us, and we are working on improving to provide you with more timely and personalized updates. Should you have any further questions or need additional information, please do not hesitate to contact us directly.

Dear Gunkirat, We are sorry to hear about the difficulties you faced during the payment process. We regret that it took longer than expected for you to receive your compensation. Please note that sometimes delays are beyond our control since third parties are involved in the claim process. We always strive to secure compensation for our passengers as quickly as possible, as we only get paid if we succeed. For your claim, we completed the process successfully and received the payment from the airline. On May 22nd, the compensation was transferred to the bank account you provided. If you have any further questions, we would be happy to assist you.

Hello, We acknowledge receipt of your feedback and regret that your experience with our company fell short of expectations. Upon careful review of your complaint, we'd like to clarify that our company has not received compensation from the airline in your case. We strictly adhere to the terms outlined in our Terms & Conditions, ensuring that clients are promptly notified upon the receipt of compensation. In order to fully understand the situation and reach a resolution, we kindly request that you provide us with any documentary evidence indicating that the airline has indeed transferred compensation to our account. Please send any relevant information to [email protected], and our finance department will promptly conduct further investigations. Should you have any additional questions or concerns, please don't hesitate to reach out.