Compensation payment

What is IBAN/SWIFT/BIC?

IBAN stands for International Bank Account Number. The IBAN consists of up to 34 alphanumeric characters comprising: 

• a country code (eg. DE for Germany),
• two check digits, and 
• a number that includes the domestic bank account number, branch identifier, and potential routing information.

SWIFT/BIC: SWIFT stands for Society for Worldwide InterBank Financial Telecommunications. It  is an international bank code that identifies particular banks worldwide. It’s also known as a Bank Identifier Code (BIC). A SWIFT code consists of 8 or 11 characters. 

In order to transfer your compensation, our accounting team needs both your IBAN and your SWIFT/BIC. That’s why you received an email asking you for them.

If you do not know your IBAN and SWIFT/BIC, please get in touch with your bank: they will be able to provide you with this information. 

When will I receive my compensation?

Once we have received your valid bank details, we will transfer your compensation within 10 working days. You will receive an automated notification via email once the payment has been made. 

Occasionally, it may take up to 10 business days for the transfer to appear in your bank account. If it’s been more than 10 working days since you were notified that the payment had been made and you still haven’t received your compensation, please get in touch with us at [email protected].

Why am I getting technical error or an invalid IBAN error?

We are constantly trying to improve our services; as a result, our system may be under maintenance at the moment. We apologize for the inconvenience and invite you to try again tomorrow. 

If the problem persists, please contact [email protected] and send us your bank details.

If your country is not in the SEPA zone, you will get a message stating that your IBAN is invalid. 

Don’t worry! This doesn’t mean that we can’t make a transfer to your account. We will initiate a SWIFT transfer instead. Just let us know that you are getting this message at [email protected] with your bank details and we’ll arrange an alternative payout method. 

How will I receive my compensation?

Once we have successfully secured your compensation from the airline, you will receive an email from us. The link in this email allows you to provide your bank details in a secure fashion, in order for us to transfer your compensation directly to your account.

In very rare occasions, your currency may not be supported by our system, or you may be located in an area where we cannot send your compensation. In such cases, you will receive an error message. Please contact us at [email protected] and we’ll send you your compensation manually. 

Please note that ClaimCompass cannot send your compensation in the form of a cheque or cash. 

How long does it take until I receive the money?

From the moment we initiate the transfer it may take up to 10 working days for the money to appear in your bank account. 

If you still haven’t received your money past this period, please contact us at [email protected].

What does SEPA zone mean?

SEPA stands for Single Euro Payments Area. The SEPA does not cover payments in currencies other than the euro (€ EUR). 

This means that domestic payments in SEPA countries not using the euro will continue to use local schemes, but cross border payments will use SEPA and euro against eurozone countries.

I received less money than I was supposed to, why?

If your country is not in the SEPA zone, your bank might charge a fee for receiving a non-local transfer and currency converting. 

We recommend that you check with your financial institution whether or not they have retained any fees for the transfer. 

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

If you were offered an alternative flight and the delay at your final destination was

• 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

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

Can I give someone else’s bank details, like a relative or a friend?

If you don’t have a bank account or a PayPal account where the compensation can be received, please contact [email protected] for more information and we’ll be happy to find an alternative way of transferring your money.