Flight Compensation Bewertung

We're sorry to read that you felt we went ahead with your claim when this was not something you wanted us to proceed with. We'd like to point out that we cannot progress with any flight delay claim until a passenger has completed our flight delay calculator in order to get our decision on whether or not the flight is claimable, and then also provided all personal details. The final step of this process is to tick a box confirming that the client agrees to us acting on their behalf and to send a letter of claim to the airline, which we can see you went ahead with. We didn't receive any communication that you would like to withdraw your claim at any point throughout the claiming process. Indeed, when we concluded the claim we sent the bank details form to you, which you completed, thus authorising us to make payment to you. It was only after we had made the payment that the issue was raised about not instructing us to proceed. Despite this, we can also see that we did give you back our fees to make sure you gained 100% of the compensation, and that this was concluded over a short email discussion with our legal manager. Customer satisfaction is paramount to us, and despite us querying the complaint, we wanted to make sure you left a satisfied client. I hope this helps to address the points you have raised, and manages to clear up any misunderstanding there may have been around the way we handled your claim. Kind regards, Jack.