1. About these terms
These terms form the agreement between you and Delay Crew when you ask us to pursue a flight compensation claim on your behalf. By submitting a claim and signing the assignment form, you accept them.
Delay Crew is a trading name of Convert Crew Limited, business registration number 73551238, registered office Unit 1603, 16th Floor, The L. Plaza, 367–375 Queen's Road Central, Sheung Wan, Hong Kong.
2. What we do
We assess whether your disrupted flight qualifies for compensation under Regulation (EC) 261/2004, its retained UK equivalent, or comparable passenger rights rules, and where it does, we pursue the airline for payment on your behalf.
That includes: checking your flight against airline and industry records, preparing and submitting the claim, corresponding with the airline, escalating to the relevant regulator or alternative dispute resolution body where appropriate, and — at our discretion — instructing solicitors to issue court proceedings.
We decide which claims to take on and may decline or discontinue any claim. If we discontinue, we will tell you, and you are then free to pursue it yourself.
3. Your authority and the assignment
When you sign our assignment form you transfer your right to the compensation for that flight to us, so that we can deal with the airline directly and receive payment. Each passenger assigns their own claim; a parent or guardian may sign for a child under 18.
While the assignment is in force you agree not to pursue the same claim yourself or instruct anyone else to do so, and to pass on to us any payment the airline sends you directly.
If we close your claim without success, the assignment ends and the right returns to you.
4. What it costs
There is no charge to check a claim, and no charge if the claim does not succeed. We only take a fee when money is recovered.
Our service fee is 25% of the compensation recovered, inclusive of any tax that applies. Nothing is added on top.
If the airline refuses a valid claim and we instruct solicitors to issue court proceedings, a further 25% legal fee applies to that claim.
Full worked examples are on our pricing page. There are no setup fees, no administration charges and no fee for unsuccessful claims.
5. Your obligations
- Give us accurate, complete information about the flight and the disruption
- Confirm you are entitled to claim, and that you have authority for any other passenger you add
- Tell us if the airline contacts you, offers you anything, or pays you directly
- Send us documents we reasonably need, such as your booking confirmation and proof of identity
- Not make the same claim through anyone else while ours is running
If information you give us turns out to be materially wrong or incomplete, or you claim elsewhere in parallel, we may close the claim and, where the airline has already paid, recover our fee.
6. Changing your mind
You may cancel within 14 days of signing, at no cost, by emailing info@delaycrew.com. This is your statutory cooling-off period.
After 14 days you may still withdraw at any time. If the airline has not yet agreed to pay, there is nothing to pay. If the airline has already agreed to pay or has paid, our fee remains due on that amount, because the work that produced it is done.
7. Getting paid
Compensation is paid to us under the assignment. We deduct our fee and send you the balance, to the bank account you nominate, within 5 working days of cleared funds.
Where a claim covers several passengers we pay the lead claimant unless you tell us otherwise, and it is your responsibility to distribute it.
If we cannot reach you to pay out, we will hold the money for you and continue trying to make contact using the details you gave us.
8. Our liability
We will use reasonable skill and care, but we cannot guarantee any outcome: whether an airline pays is ultimately its decision or a court's.
We are not liable for delays caused by airlines, regulators or courts, nor for losses that were not reasonably foreseeable. Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.
9. Complaints
If something goes wrong, email info@delaycrew.com and we will acknowledge within 2 working days and respond fully within 14 days.
You can also complain to the airline's regulator. In the UK that is the Civil Aviation Authority; elsewhere in Europe it is the National Enforcement Body for the country of departure.
10. General
We may update these terms; the version that applies to your claim is the one in force when you signed. Material changes will be notified by email.
These terms are governed by the law of England and Wales. Nothing in this clause removes the protection of any mandatory consumer law of the country where you live: if you are resident in the UK or the EU you keep those rights and may bring proceedings in your local courts.