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Online claim platform launched in India

July 25, 2013 DESTINATION, Headline News No Comments Email Email, the online platform specialised in processing claims for flight and other transport delays, cancellations, diversions and missed connections launched in India last weekend.



Eve Buechner, Founder & CEO, said: “Many passengers are not aware of their rights, and those who are and try to file a claim face a complicated bureaucratic system impeding their claims. Our network of legal experts specialised in passenger rights can help swiftly and successfully process their claims without the headache of doing any of the procedures themselves. Reaching out to the Indian passenger is an important milestone in our mission to become the international traveller’s best friend.” works on ‘no win, no fee’ basis.

In 2012, an estimated 1.7 million passengers failed to exercise their right to compensation, allowing the airline industry to save Euro 400 million (Rs.3120 crore). Among this, India’s share is estimated at Euro 5 million (Rs.39 crore), based on more than 3700 connections between Mumbai and London last year.

Hector Dsouza President, L’Orient Travels told eGTM: “Such a platform was long overdue. Airlines today operate on a system where most services are charged separately. Passengers are unaware of many rules and their nitty-gritty. It’s a great relief if someone else is going to work on passengers behalf to claim their dues.”

Hector Dsouza, President, L’Orient Travels

To file a complaint, the affected passenger has to fill out a simple online form entering their flight and other relevant data into the Advanced Business Logic (ABL) of the cloud-based system.  The customer is required to pay a 25% commission (plus statutory VAT) only if the claim is settled successfully.

All passengers, regardless of nationality, fall under the scope of European Union (EU) Regulation if their flight is operated within the EU, outbound from the EU or inbound to the EU while operated by an EU carrier. This regulation defines compensations of up to Euro 600 (Rs.46, 800) to everyone reaching the final destination with a delay of at least 3 hours. The EU law covers non-stop flights with long delays as well as complex multi-leg itineraries where a small delay of a feeder flight can cause headaches and easily result in a long delay at the final destination.

Dsouza said: “Recently I had to bear a cost of Euro 383 (Rs 30,000) on behalf of a client who missed his connecting flight from Udaipur to Kochi via Mumbai because of delayed flight. I had to pay for overnight halt and increase in air fare.” Clients probably wouldn’t mind parting for these extras if duly compensated by the airline.

UK law dictates that claims can be made up to 6 years retroactively. estimates that compensations could have reached Euro 40 million (approx. Rs.312 crore) in this 6-year period.

A year old is backed by a pan-European network of legal experts and is in partnership with various consumer organisations across Europe. Under its current services, also helps bus; ship and rail passengers file and enforce their claims under the relevant EU regulations. It’s working on to provide service for mishandled luggage according to the principles of the Montreal Convention in future. With corporate headquarters in Potsdam it’s active 55 countries covering 135 airlines and 257 airports. Its APP downloads are available in 213 countries.

Written by : Anand & Madhura Katti

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