FAQ

You can download the delegation agreement if you apply for someone else.

Are all delays/cancellations qualified for compensation?

In the event of delays and cancellations attributable to the airline, you may eligible for compensation. Delays and cancellations due to reasons beyond the control of the airline, such as natural disasters, terrorism, and air traffic control issues, are not eligible for compensation. However, please note that some delays and cancellations may be eligible for compensation due to differences in the scope of liability of airlines according to country-specific regulations.
For more information, please refer to the compensation policy page.

If I received a hotel voucher, meal voucher, etc. from the airline in case of delay or cancellation, am I NOT eligible to receive compensation?

Even if you have been offered an alternative flight, meal voucher, accommodation, etc., you may still be eligible for compensation. Both EU and Korean regulations stipulate that airlines provide reasonable and sufficient assistance in case of delay or cancellation. Alternative flights, hotel (if accommodation is required), transportation to and from the hotel, food, etc. are to be provided in accordance with these regulations, regardless of whether or not (cash) compensation is paid.
However, you may not be eligible to claim compensation if you received a separate flight, mileage, voucher, etc. other than an alternative flight as a replacement of the compensation.

I have already received compensation from the airline. Can I get additional compensation?

Airlines tend to compensate with vouchers/miles/some cash, etc., but in many cases, the compensation amount is substantially lower than the entitled compensation stipulated by regulations (EC161, etc.).
Unless you have filled out a document stating that you will no longer seek compensation, you may file a claim through LawAir, up to the maximum amount stipulated by law.

Can I check first whether I am eligible for compensation?

If there is a stopover or if you are unable to board the flight due to a delay in the previous flight (i.e., missed connection due to delays), please fill out an application in “Apply for Compensation” and write specific details in the “Other Information” section, and LawAir’s lawyers will review whether you are eligible for compensation and will advise you.

Is compensation possible for missed connection with connecting flights (including stopovers)?

Compensation is only possible in the event of delays or cancellations subject to EC261/2004 (all flights departing from airports within the EU or flights arriving in the EU airports, operated by EU flag carriers).
For example, if you book a flight from Nice to Seoul via Paris,
If the Nice-Paris flight departed 30 minutes late and you were unable to board the originally booked Paris-Seoul flight and were provided with an alternative flight, you can be compensated if you arrive at your final destination, in this case Seoul, 3 hours or later than your original scheduled arrival time.
In other words, your actual arrival time at the final destination vs. scheduled arrival time determines the eligibility for compensation.

Can I receive compensation if I receive a cancellation notice on the day of departure?

Yes. You are entitled to receive compensation as per EU or Korean regulations.
Under EC261 regulations, airlines must notify passengers of flight cancellations within a specified timeframe before the departure date and time. Passengers should be informed of their options, including refunds, free itinerary changes or alternative flights. Compensation amounts are determined based on the delay compared to the originally scheduled arrival time.
The Korean Consumer Dispute Resolution Standard also provides compensation of up to €600 in case of non-delivery such as cancellation of flights except for uncontrollable reasons, depending on the time of arrival at the final destination and the provision of an alternative flight. Please refer to the compensation policy page.

Can I claim compensation if I receive a cancellation notice a few days before the flight departure date?

Under EC261 regulations, airlines must notify passengers of flight cancellations within 14 days prior to the departure.
If the airline did not notify the cancellation of the flight 14 days prior to the departure date, you can claim compensation. Compensation amounts are determined based on the delay compared to the originally scheduled arrival time. Please refer to the Compensation Policy page.

My flight was canceled, and I got a refund from the airline. Can I apply for additional compensation?

Under EC261 regulations, airlines must notify passengers of flight cancellations within 14 days prior to the departure.
If the airline did not notify the cancellation of the flight 14 days prior to the departure date, you can claim compensation. Compensation amounts are determined based on the delay compared to the originally scheduled arrival time. Please refer to the Compensation Policy page.

I was denied boarding due to overbooking. Am I eligible for compensation?

If the airline refuses to board the passenger against the will of the passenger with the confirmed seat, the passenger may be entitled to a refund of the canceled ticket or an alternative flight, as well as compensation as stipulated by law. Please refer to the Compensation Policy page.

I don't think there is anything that applies to my case.

Compensation may be possible even in cases other than general delay/cancellation/denied boarding.
If your itinerary includes multiple stopovers/airlines, complex or unusual events may not fall under our definition, please fill out LawAir's claim form as much as possible and provide specific details in the “Other Information” in the form.

Do I have to be a European citizen to be compensated under EU regulations?

No. Regardless of the passenger's nationality, the EC261 regulation stipulates that flights departing from the EU or flights arriving in the EU, operated by EU flag carriers are compensated for delays/cancellations/denied boarding.

Can I get compensation for flights to/from the US?

At present, LawAir does NOT offer compensation claim services for flights to or from the United States.
It is important to note that the U.S. regulations only provide compensation in cases of denied boarding or provision of an alternative flight due to overbooking during flights to, from and within the United States if passengers fail to arrive at their final destination within one hour of the scheduled arrival time due to.

The weather at the departure airport was fine. Why was my claim for compensation rejected?

The mere fact of weather conditions at one airport does not determine the eligibility of your case for compensation. Delays or cancellations due to “abnormal circumstances” beyond the airline’s control are not eligible for compensation.
Abnormal circumstances may include heavy rain, fog, earthquakes, volcanic eruptions, and other extreme weather conditions affecting all flight operation. The airline, in its discretion or in coordination with relevant authority, make decisions for safe flight operations.
While LawAir strongly supports all measures to ensure safety of passengers and crews, not all delays or cancellations are caused by unusual circumstances. Therefore, LawAir attorneys carefully review all claims related to legal and other flight operations.

Is it possible to apply for compensation for charter flights as well?

All flights, whether regular/chartered and scheduled/non-scheduled, are subject to compensation laws in the event of delay, cancellations, or denied boarding.

Can I claim compensation for lost or damaged baggage?

You may be entitled to compensation. Determining eligibility and initiating compensation process for loss or damage of baggage in cases of delay or cancellation is straightforward. You can easily apply through each airline's website.

Is it possible to claim additional expenses incurred due to flight delay or cancellation?

LawAir handles compensation claims or delays, denied boarding, cancellations and other issues as defined by EU and Korean law. In cases where delays, cancellations, or denied boardings are caused by the airline's negligence or intentional delay, the airline must provide care such as accommodation, food and beverage, and communication to affected passengers.
If the airline fails to provide necessary assistance, passengers may seek reimbursement for reasonable expenses. However, compensation-related laws do not specify exact amounts for such reimbursements, such as the cost of hotel, food, and other necessities, and receiving such support does not reduce the compensation owed to passengers.

How can I contact LawAir?

Most of your questions can be answered in our FAQ. For other matters, please contact LawAir's Help Desk by email (info@lawair.co.kr)

What is the reservation or reference number and ticket number? Where can I find it?

Reservation numbers (Reservation or reference number, reservation locator, PNR, etc.) usually consist of a 6-digit number/English combination, and in some cases, 8-digit numbers for some airlines. The ticket number (e-ticket number, ETKT, etc.) consists of 13-digit numbers.
Both reservation number and ticket number can be found in the email received from the airline or travel agency upon booking or purchasing a ticket. (According to the regulations, airlines and travel agencies are required to send these details to the customer's e-mail) Additionally, the ticket number can also be found on your boarding pass.

I received a new reservation number while boarding the alternate flight.

While not always mandatory for compensation claims, many airline may request relevant documents during the application process. Submitting these documents in advance can help expedite the process.

Do I have to submit documents such as flight tickets and passport copies?

While not always mandatory for compensation claims, many airline may request relevant documents during the application process. Submitting these documents in advance can help expedite the process.

Is there anything else I need to do after filing a claim?

No. Simply wait for LawAir’s email. If there is a disagreement with the airline regarding compensation, additional steps such as dispute mediation may be necessary, but rest assured, LawAir will manage the entire process on your behalf.

After applying for compensation, can I check the progress?

After filing your claim, LawAir will send you an email with information on the progress of each step.

Can multiple people file a claim at once?

Absolutely! When multiple people are on the same flight itinerary and wish to file a claim together, they can do so by adding additional applicants to the claim form. Each person’s name and email address can be entered in the “Add Applicant” field, and LawAir will send an e-mail to the provided address to collect the additional applicant's information. Once all applicants’ information is gathered, the claim will be processed collectively for all individuals involved.
If the additional applicant is a minor, the compensation procedure may proceed without requesting additional information initially. However, a family relationship certificate may need to be submitted later for verification purposes. On the other hand, if the flight for the additional applicant differ, such as taking an alternative flight, they may need to fill out the application form individually to ensure accurate processing of their claim.

Do airlines sometimes ignore claims?

When individuals file claims against airlines, response from the airline can be slow or even nonexistent. That's why LawAir attorneys, with expertise in airline claims, handle your complaints. If the airline fails to take appropriate action, the case can be escalated to the Consumer Protection Agency or sometimes result in a lawsuit.

What if the airline refuses to pay compensation without reasonable cause?

In the event of delay, cancellation, or denied boarding attributable to the airline (excluding natural disasters and force majeure), the airline is responsible for compensation. If a claim for compensation is rejected, the airline must provide appropriate reasoning.
LawAir's lawyers, with expertise in aviation law, will consult with the airline to ensure customers' rights are maximized. If compensation is deemed possible, the matter can be escalated to the Consumer Protection Agency or sometimes result in a lawsuit.

Does the airline give reasons for refusing to claim compensation?

While regulations mandate airlines to provide detailed reasons for denying compensation claims, many airlines opt for vague explanations such as force majeure.
LawAir's lawyers insist on airlines providing detailed reasons for delay, cancellation, denied boarding as required by law during the initial stage of compensation claim. If the airline’s reason for refusal is deemed inappropriate, LawAir will renegotiate with the airline, escalate the case to the Consumer Protection Agency, or pursue legal action.

What advantages does LawAir has?

LawAir's lawyers possess in-depth knowledge of aviation compensation laws and precedents, as well as insights from aviation experts, enabling them to effectively navigate complex legal processes.
By filling out LawAir's compensation application form, you entrust the entire process to LawAir. This alleviates the burden on you, as LawAir handles all aspects of the claim on your behalf.
You'll receive regular updates on the progress of your claim via email, allowing you to stay informed without additional effort on your part.

Can I cancel my claim for compensation?

Claims for compensation can be withdrawn at any time. If you wish to cancel, please send an email to info@lawair.co.kr.

How can I get compensation?

Upon receipt of compensation from the airline, LawAir will send you an email with instructions on how to collect the compensation.
You will need to verify your identity by providing a copy of your identification documents (e.g., passport, driver's license) and a copy of your bank account details. and a copy of your ID for identification.
Once your identity is verified, LawAir will transfer the compensation amount (excluding any fees) to the bank account you provided during the compensation application process.
If multiple individuals applied for compensation simultaneously, each passenger must provide their own bank account and undergo the identity verification process separately.
If a family member applied for compensation on behalf of others, the compensation can be remitted to the bank account of the adult representative. However, documents proving the family relationship (e.g., family relationship certificate) must be submitted for verification.

When will I receive my compensation?

The timeline for receiving compensation can vary depending on factors such as season (peak/off season), airlines, complexity of the case, and the specific itinerary. While it’s challenging to provide the exact timeframe, it typically takes around 3 months to be processed.

Can I use someone else's bank account number?

You CANNOT use someone else's bank account number to receive compensation. If you are an adult, you must have an account in your name to receive compensation. However, in the case of family members, one adult representative can use their account to receive compensation on behalf of others. In this situation, proof of family relationship must be submitted before compensation can be received.

The compensation amount I got is 50% of the regulation, why is that?

The compensation amount may be reduced to 50% of the specified amount according to EU regulations if the airline provides an alternative flight within the time stipulated by the regulations. For more information, please refer to the compensation policy page.

I was on a business trip, and I did not purchase a ticket. Can I get compensation?

Yes, you are eligible for compensation regardless of who paid for the ticket. The compensation is based on the passenger who actually boarded the flight, not on who paid for the ticket.

How much is the compensation agency fee?

The compensation agency fee is only charged when the customer receives compensation successfully. There is no down payment required, and no fee is charged in case of failure to secure compensation.
The fee is 25% of the total amount of compensation, exclusive of VAT.

Is there a fee if the airline rejects the claim for compensation or loses the lawsuit?

No. The compensation agency fee is only charged when the customer receives compensation successfully. There is no down payment required, and no fee is charged in case of failure to secure compensation. The fee is 25% of the total amount of compensation, exclusive of VAT.

Which flights are eligible for compensation as per EU regulations?

To be eligible for EU regulation (EC 261/2004), you must travel (1) from EU countries – all airlines or (2) to EU countries, operated by EU flag carriers such as Lufthansa and Air France/KLM.
LawAir supports customers of all nationalities in cases of delays/cancellations/denied boarding subject to EU regulations.

If multiple indemnification provisions are applicable, which one will apply?

If compensation regulations in multiple regions are applicable, we will request compensation from the airline by applying the regulations that are more favorable to you. For example, if both European and Korean regulations apply, we will apply for compensation based on the EU regulations.

What does the abnormal situation or natural disaster mean that cannot be controlled by the airline?

In compensation-related laws, uncontrollable situations despite the use of all available resources by the airline, such as earthquakes, typhoons, and close of airspace due to military reasons, are referred to as 'abnormal situations/natural disasters.'
Many airlines use maintenance issues as an excuse to deny the compensation as inevitable and uncontrollable. However, not all maintenance issues are uncontrollable, and each case needs to be reviewed to check the eligibility for compensation.
LawAir possesses a database of various cases through analysis of aviation precedents and strives to ensure that rights of air transport consumers are protected.