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If you have had a problem with your Neos flight, such as a delay, cancellation or overbooking, it is important to know that you can claim and get compensation for the inconvenience you have suffered.
As a Neos passenger, you have rights that are protected by European Union Regulation 261/2004.
This regulation sets out the rules on compensation and assistance to passengers in the event of cancellation, delay or denied boarding.
We will now explain how you can file a claim and the Neos compensation you are entitled to.
The Neos compensation amounts are as follows:
|Distance in km||Neos Compensation||Claims|
|Less than 1.500 km||250 €||CLAIM 250 €|
|1.500 Km - 3.500 Km||400 €||CLAIM 400 €|
|More than 3.500 Km||600 €||CLAIM 600 €|
Moreover, passengers are entitled to a Neos ticket refund purchased if they decide not to travel due to the flight delay, or they can ask for a refund of the new ticket purchased if they decide to look for an alternative.
When can you file a claim for Neos compensation?
How to claim a Neos compensation?
Documents required to submit a Neos compensation claim
Which other expenses can you claim to Neos?
How to check the Neos flight status
Neos compensation claim for lost or delayed baggage
How long does Neos take to pay compensation?
How much can I claim if Neos has cancelled my flight and I had booked accommodation?
Neos compensation if the return flight is cancelled or there is a cancellation on the stopover flight
Neos compensation in the event of a pilot strike
You can claim a Neos compensation in the following cases:
In these cases, you can file a Neos compensation claim and request financial reimbursement for the inconvenience you have suffered.
To claim a Neos compensation, you must follow the steps below:
If you accept the compensation, Neos will pay it to you within 15 days.
Before starting any Neos compensation claim, it is important that you collect the following documents:
This document is essential to prove that you have purchased a ticket with Neos and that you were to travel on a specific flight.
In most cases, you will receive it in your email after making your booking.
If you cannot find it, you can request a copy from the company.
Whether it is your ID card, passport or residence card, you need a document that proves who you are to initiate any kind of claim.
This document will also be required at the airport when you check in and pass through security.
If you have suffered a delay, cancellation or overbooking, you need a proof that you were scheduled to travel on the flight in question.
Boarding pass is the best proof, but you can also use a letter or email from Neos acknowledging fault.
It is important that you keep boarding pass records for all your Neos flights, even if you have suffered a cancellation and have been rescheduled to another flight.
Otherwise, it will be difficult to prove that you have suffered an incident.
If you have had to pay additional expenses due to a delay, cancellation or loss of baggage, you need to prove them with the corresponding tickets and invoices.
These expenses include hotels, meals, missed tours or tickets for other flights.
It is important that you keep all original receipts and invoices and that you request invoices from the establishments where you had to pay.
If you have to make a claim, you will need to prove all expenses in order to obtain Neos compensation.
You can include in the Neos compensation claim the expenses incurred or not enjoyed as loss and damage due to the problem with Neos, such as:
Before filing a Neos compensation claim for a cancelled or delayed flight, you need to know...
It is important to bear in mind that in order to claim a Neos compensation for delayed or cancelled flights of €250 to €600, the flight must have been delayed for at least 3 hours to its final destination.
If you are notified more than 15 days before the departure date, you will not be able to claim compensation based on kilometres.
On the other hand, according to our statistics, only 5% of people who start a Neos compensation claim on their own receive the compensation they are entitled to for a delay, cancellation, overbooking or lost luggage, and those who succeed receive 30% less compensation than those who are compensated by our platform.
To check your Neos flight status, you can follow these steps:
Alternatively, you can download the Neos mobile app to check your flight status in real time and receive notifications of any changes.
You can also request information from Neos customer service, either by telephone or by email.
Before submitting a Neos compensation claim for lost luggage, it is important to know that the airline is obliged to search for the luggage and deliver it to the passenger as soon as possible.
If the luggage is not found within 21 days from the date it should have been delivered, it is considered lost and a compensation claim can be made against the airline.
To initiate the Neos compensation claim process, it is necessary to file a Baggage Irregularity Report with the airline within 7 days from the date of arrival of the flight.
This document is essential to claim any compensation to the airline company.
If this report is not submitted within the established deadline, the compensation claim may be rejected.
Once the report has been submitted, the passenger must wait for the airline to locate the luggage.
If the luggage is still missing after 21 days, it is considered lost and the Neos compensation claim process can be initiated.
According to the Montreal Convention, the airline has a maximum liability for lost luggage of 1.253 SDRs (Special Drawing Rights), which at exchange rate is approximately €1.414.
However, it is important to note that these compensations are not automatic, the passenger must justify the damage and the prejudice suffered.
Therefore, it is necessary to keep all receipts for any additional expenses incurred due to the loss of luggage, such as the purchase of clothes and basic necessities.
To submit a claim for lost luggage, the Neos compensation claim can be made directly to the airline.
In case Neos does not respond within two months, claims can be filed to the Spanish Aviation Safety Agency (AESA), which is the body in charge of resolving air passengers' claims.
In any case, it is important to remember that the presentation of the Baggage Irregularity Report is essential to initiate any Neos compensation claim process for lost baggage.
In addition, it is advisable to keep all documents that can justify the additional expenses caused by the loss of baggage.
Once we have received all the required documentation, we proceed as follows:
If your trip has been cut short due to a cancellation, you have the right to claim not only the refund of the ticket price, but also the amount of money you have paid in advance to book accommodation at your destination.
It is important that you have the necessary documentation proving both the cancellation of the flight and the cost of the accommodation booking.
Once you have all the documentation, it is advisable to complete the online Neos compensation claim form and we will help you through the whole process to obtain the corresponding compensation.
If your return flight is cancelled or there is a cancellation on the stopover flight, you may have to find accommodation and your expenses may increase.
In these cases, all expenses you have incurred, such as for food and other essentials, can be claimed to Neos.
It is important that you have receipts and documentation to prove that you have had to incur these expenses.
To make sure you get compensated, it is recommended that you go to a company specialised in handling Neos compensation claims, such as DelayFlight24.com
Passengers affected by a pilot strike are entitled to receive a Neos compensation for the damages suffered.
Although many airlines state that a pilots' strike is a "force majeure or extraordinary circumstance", the reality is that this kind of situation is not covered as such by European regulations on air passengers' rights.
European law states that passengers are entitled to compensation if their flight is cancelled or delayed for more than three hours, unless the airline can prove that the delay or cancellation was due to extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.
Pilot strikes do not fall into this category.
You are entitled to a compensation in the following cases:
We obtain compensation for 98% of our claims.
Compensation amount is related to the flight’s distance:
Delay vary in relation to the nationality of the airline:
Do not hesitate to go to the DelayFlight24 platform and check the amount of compensation you are entitled to.
You can claim for a compensation when the delay or the cancellation is related to technical or operational issues.
If boarding is denied for overbooking, you are always entitled to compensation.
Complete the form on our website, it’s completely free.
In a few minutes we will send your compensation request to the airline. We will update you on the going on of the procedure.
The total delay to obtain the compensation is about 90 days
Sending a claim is completely free.