Neos compensation claim form and evidence
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A strong Neos claim lets the reviewer verify route, operator, disruption, remedy and amount without guessing. Do not upload a bundle of screenshots with “please compensate me”. Lead with the direction of travel and the airline actually operating the affected flight. A Neos departure from the EU may be covered, and a Neos-operated third-country flight into the EU may also qualify because Neos is an EU carrier.
Free eligibility check
Check your case in the form
Enter your route, date and type of disruption. We will check whether your case qualifies for a claim under EU 261/2004 or UK261.
What happened to your flight?
Claim up to €600 for a delayed or cancelled flight.
Choose the situation that applies to your flight:
The legal position stated here is current at 9 September 2026. The EU reform approved in July 2026 has deferred application. Its future nine-month claim period is not yet a current filing deadline.
Gather the documents before the booking changes
Save the original itinerary, e-ticket or charter voucher, boarding passes, baggage tags and every notice from Neos or the seller. Agency customers may have no conventional e-ticket, making the original voucher, flight number and cabin details especially important. Capture the “operated by” line; a tour operator's name does not identify the air carrier.
For delay, record scheduled arrival and door-opening time at the protected final destination. For cancellation, keep the timestamp of notice and the replacement offered. For expenses, retain itemised receipts and evidence that Neos did not supply reasonable assistance. Do not send identity or banking information through an insecure channel.
Follow a visible filing procedure
- Map the journey. State departure, final contracted destination, every sector, ticket structure and operating carrier.
- Classify the disruption. Give the flight number, date, scheduled times, actual arrival or cancellation notice and the reason communicated.
- Choose the remedy. Say whether you travelled, accepted rerouting or chose reimbursement; do not request refund and transport for the same unused service.
- Calculate separate totals. List fixed compensation per passenger, then care receipts, unused fare and any other loss under distinct headings.
- Attach numbered proof. Give every file a short description, such as “Attachment 4: hotel invoice for overnight reroute”.
- Submit through the current official Neos channel. Save the full text, attachments, confirmation and reference number.
- Diary a review date. If the answer is incomplete, challenge the exact disputed point and consider the appropriate supervisory or conciliation route.
Calculate without mixing legal categories
EU261 fixed awards are normally EUR 250, EUR 400 or EUR 600 depending on distance and route category, after all conditions are met. They belong to each qualifying passenger and are not based on the fare or package price. A shared hotel room or taxi is claimed once at actual reasonable cost.
Reimbursement or rerouting answers what happens to unused carriage. Care covers meals, communications, accommodation and airport-hotel transport during a qualifying wait. Montreal baggage damage needs a separate, timely written claim supported by PIR, tags, receipts and valuation. Package losses go to the organiser under the relevant package contract. Labelled sections prevent double counting.
Worked example: an agency voucher and an overnight delay
Noah and Grace receive only a tour-operator voucher for a Neos-operated Malpensa–Cancún flight. They arrive in Cancún five hours late and pay EUR 142 for one airport hotel room plus EUR 38 for meals after no assistance is available. Their original voucher shows NO and the scheduled arrival; a replacement boarding pass and timestamped airport message establish the changed flight.
Their submission identifies Milan–Cancún as the covered direction, requests the potential EUR 600 award for each passenger, and lists EUR 180 of shared care expenses once. It does not multiply the hotel cost or add the full package price. Any lost hotel night at the destination is raised separately with the organiser.
Address cause and carrier precisely
If Neos uses “extraordinary circumstances”, request the event, its operational effect on this rotation and the reasonable measures attempted. External weather or air-traffic restrictions can be relevant; a label alone does not establish the defence. Care may remain payable even where fixed compensation is excluded.
If the aircraft was operated by a partner, correct the addressee. A non-EU partner on an inbound third-country flight may also change territorial coverage. Keep outbound and return directions separate even where one PNR covers both.
Reply once with the reference number, concise chronology and missing evidence or legal point. ENAC supervision and Italian conciliation perform different functions; neither is an automatic calculator or guaranteed payment channel. The competent body may also depend on departure country.
Preserve proof of submission. Current limitation rules are not replaced by the deferred reform's future nine-month provision. If significant additional damages are pursued, obtain advice on jurisdiction, limitation, causation and mitigation rather than folding them into an EU261 form.
More Neos guides
Questions about filing with Neos
Should every passenger file separately?
Not necessarily. A lead passenger can present a group clearly, naming each traveller and authority to act, while keeping individual awards and shared expenses distinct.
What proves final arrival time?
Door-opening evidence, airport records, messages and contemporaneous notes can help; touchdown alone is not normally the decisive time.
Can I claim through the travel agent?
The agent may manage booking changes, but the statutory flight-performance claim concerns the operating carrier.
Should I upload the same receipt several times?
No. Number it once, explain its purpose and claim only the actual cost.
Is the new nine-month deadline already binding?
No. As at 9 September 2026, the July reform's application is deferred.