Documents and privacy

The power of attorney is used to authorize Delayed to handle your case and represent you against the airline that failed you. Without this document, there is no proof of the relationship between you and us, and the airline may then reject your compensation claim. To sign the power of attorney, it's very simple: go to your Delayed personal account. You can directly sign it online.

There are two ways to submit your documents in your Delayed personal account:

• You can upload them after scanning your documents, using the upload button;
• We have implemented a secure system that allows you to take photos of your documents. With this quick and simple method, you can quickly submit your documents to us. They will automatically be saved in your Delayed personal account: you can then find them on our online platform via your computer, mobile, or tablet.

To build your case, Delayed will request essential documents, including your ID card or passport. Indeed, Delayed must first ensure that your identification documents are valid — otherwise, it would hinder the processing of your compensation. Our team must also prove to the airline that the name on the ticket they issued corresponds to a legal person.

Your identification document is only used within the context of your compensation claim by our team and our partner responsible for verifying the authenticity of your ID. For full details on how your personal data is used within our service, you can find our privacy policy on our website.

To obtain your compensation, you must confirm that you were indeed present on the delayed, canceled, or overbooked flight. You can present your ticket, which you previously received by email or is available electronically in your personal account with the airline. You can also present your boarding pass. This is only issued when you check in with the airline, upon presentation of your ticket. You can receive it by email or in your personal account with the airline, and you can print it at kiosks provided for this purpose at airports. Finally, you can add your checked baggage tag to lend more weight to your claim.

As it is essential to associate the flight with the traveler, it is important to submit your ID card or passport along with your ticket or boarding pass. Whether it's Delayed, the airline concerned, or the various authorities involved in processing your case, each party will be able to verify that your name matches the one on your ticket.

To obtain your compensation claim, whether due to a delayed or canceled flight, Delayed must first verify that you were indeed scheduled to take the flight in question, with valid documents, and that the flight indeed experienced an incident. For this, Delayed will request certain documents, starting with your identity card or passport, for the following reasons:

• Delayed must ensure that you were traveling legally with valid documents;
• That the name on the ticket matches the traveler's identity.

Delayed will then ask for all supporting documents that prove you were on this flight such as:

• Your ticket, either paper or electronic version, or your boarding pass.

The more documents you provide proving your presence on the plane, the more acceptable your file will be.

It is also recommended to provide a certificate proving the incident on your flight. Only the airline can provide it: you must request it directly on their mobile app or on-site at their counter in your airport.

Note, some airlines may simply state "exceptional conditions," which is not acceptable for a compensation claim. Your airline must clearly state in writing that your flight was delayed or canceled, and include the reasons for the incident, which are equally essential.

The documents you provide us — particularly identity documents — are verified by competent authorities. Consequently, your identity documents are recognized as legal before being sent to the airline.

The booking number, or PNR code, corresponds to your traveler reference for your flight(s). It generally consists of 6 characters, a combination of uppercase letters and numbers. It allows you to obtain your boarding pass, which contains all your information: your name, the date and time of your flight, the gate number, etc. You will find your booking number on your e-ticket, as well as in the email you should have received following your booking.

Your booking number is essential for your compensation claim: indeed, it proves that you had reserved one or more seats on the plane.

Are you unable to log in to your personal account? The first solution is to reset your password. If, despite following the reset procedures, you still cannot access your personal account, you can contact us via email at the following address: contact@delayed.co

Together, we will find the reason for your login issue and help you resolve it.

All communication with our services takes place in your Delayed personal account. This is to centralize your file and easily find any transmitted document. All your documents are located in your compensation claim file. You can, of course, download the documents we send you. In PDF format, they are easily printable from any device.

Similarly, your documents can be easily transmitted directly in your personal account. You can either scan them beforehand before uploading them or take a photo with your smartphone, thanks to our secure and efficient features.

Looking to leave us? While we're sad to see you go, we always provide our users with the option to delete their personal Delayed account. Head over to your account area: you'll simply find the option "delete my account" at the bottom of the page. If you also wish to have your data deleted, it's best to contact us beforehand at the following address: privacy@delayed.co

In order to build your case and claim compensation from the at-fault airline, we request a lot of information from you. This includes administrative documents like your passport or personal data such as your postal address, email address, or phone number. We retain this data solely for the purpose of pursuing your case.

To promote our platform, we may disclose certain information, such as the reviews you might leave, but none of this information is used without your consent, as recommended by the General Data Protection Regulation (GDPR).

Do you want to change the email address, phone number, or postal address you initially provided on your Delayed personal account? Simply go to your profile and modify your details directly in the app.

Your ticket or boarding pass is usually available either in your email inbox or in your personal account on the airline's website. They are easier to locate if you have your reservation number. Be sure to check your spam folder, or verify that it is indeed the email address you provided at the time of booking.

If, despite your efforts, you cannot find your ticket or boarding pass, you can immediately contact your airline, either through their app, at the airport counter of departure, or by phone.

Our team requires a significant amount of information for numerous reasons. We must ensure your protection and secure your compensation. To do this, we rely on the law, particularly Regulation (EC) No 261/2004, to prove that you are a legal person in legal terms, meaning you can benefit from the European rights mentioned in the said regulation. For this, we simply ask for your ID card or passport.

 We also need to ensure that you legally purchased your ticket and that you should have boarded your canceled, delayed, or overbooked flight on time. Therefore, we need your ticket or boarding pass. With your ticket, we can trace the incident encountered using your flight number. If you obtain a statement from the airline that explicitly details the incident encountered on your flight, it will add more weight to your compensation claim.

To prove that you authorize us to request compensation from your airline on your behalf, we send you a power of attorney in your Delayed personal account. Finally, you can request a statement from your airline that proves the delay, cancellation, or overbooking of the flight. It is recommended to have a written record that states the facts to obtain compensation later.

Delayed asks you to sign a power of attorney, also known as a representation mandate, which simply allows us to legally speak on your behalf. If the airline does not have written proof that you allow our service to represent you, it may refuse the compensation claim.

Delayed handles the process of claiming your compensation on your behalf from the airline that caused you inconvenience. To do this, our team needs to ensure that you were indeed scheduled on the flight and intended to board the delayed, canceled, or overbooked flight. This is why we ask you to provide your e-ticket or boarding pass. The more written evidence you provide, the better equipped we are to secure compensation for you.

Depending on the nature of the documents, they are stored on our servers for a varying length of time. This can range from 6 months to 10 years. However, we are obligated to comply with the General Data Protection Regulation (GDPR), and your documents are therefore used solely within a professional context. They are only shared with competent authorities to obtain your compensation.

Once the procedures are completed, your documents are retained until the legal deadline without being used, except to send you potential offers. At any time, you can contact us via email at privacy@delayed.co or by phone at 09.70.70.78.68 to delete all your personal data from our records.

We ensure to protect your data from external cyberattacks: we use SSL encryption (Secure Sockets Layer) and your data is stored on servers located in Switzerland, which is the European country offering the highest level of security.

When you experience a flight cancellation or a significant delay on your booking, your airline may offer you an alternative flight. This is a compensatory flight, which allows you either to reach your destination or to return to your point of departure. Generally, alternative flights are not charged, as they are offered as compensation for an incident caused by the airline.

 When you accept this alternative flight, your airline updates your travel itinerary. You will find the confirmation directly in your email inbox, as well as in your personal account on the airline's website.

Note, if the airline offers you a compensatory flight that gets you to your destination at a comparable time and you accept it, you cannot claim compensation.

There are different scenarios:

• For children under 2 years old traveling for free, no compensation is possible.
• For children under 2 years old who traveled with a reduced fare, compensation is possible, although it is more challenging to obtain than for an adult passenger.
• For children over 2 years old and under 18 years old, compensation is possible. A legal representative must also provide a power of attorney, as well as a family record book to justify the affiliation. If you have no familial relationship with the child traveling with you, you must provide a first power of attorney to inform that the child was traveling with you, and a second from a legal representative of the child authorizing you to travel with the child, along with a copy of the family record book.

For signing the power of attorney, all these documents must be provided, and it is indeed the child's legal representative who must sign the power of attorney.