TERMS & CONDITIONS

 

 

Who we are

Runway Flight Compensation is operated by David McRae, a sole trader trading as Runway Flight Compensation.

Business correspondence address: The Bristol Office, 2nd Floor, 5 High Street, Westbury-on-Trym, Bristol, BS9 3BY.

Email: hello@runwayflightcompensation.com
Complaints: complaints@runwayflightcompensation.com

 

What these Terms cover

These Terms apply if you ask Runway Flight Compensation to handle a flight-compensation claim for you.

Simply using our free flight checker does not start a claim and does not create a paid claims-handling contract. After the check, you decide whether you want Runway to act for you.

 

The free flight check

Our initial flight check is free and carries no obligation to use Runway.

Any indication that you may have a claim is an initial assessment based on the information available at that time. It is not a guarantee that compensation is legally due or that the airline will pay.

Eligibility can depend on matters including the route, airline, length of delay, cancellation circumstances, cause of disruption, booking structure and evidence available.

 

When our claims-handling contract starts

A claims-handling contract starts when you enter the required details and select “Accept and start — pay only if successful”. By doing so, you accept these Terms and our Authority, confirm the capacity you selected, and ask us to begin work immediately. We will email you a durable copy of the agreement.

Until that point, you remain free to claim directly from the airline yourself or use another service.

 

What you authorise Runway to do

When you instruct Runway, you authorise us to take reasonable steps to progress the claim on your behalf. This may include:

• checking and organising claim information and evidence;

• communicating with the airline or its representatives;

• submitting and progressing the claim;

• requesting information relevant to the claim;

• responding to routine airline correspondence;

• keeping you informed about material developments;

• preparing a claim for escalation where appropriate; and

• receiving compensation on your behalf as your collection agent, deducting the agreed fee and paying the balance to you.

This is an authority-to-act arrangement, not an assignment or sale of your claim. You keep ownership of the claim. You authorise the airline or paying agent to pay Runway directly, and payment to Runway discharges the payer’s obligation to you to the same extent as payment made directly to you.

We will not start court proceedings, agree a materially reduced settlement, or take another step that creates a new material cost or legal commitment for you without your agreement.

 

Your responsibilities

You agree to:

• provide information that is complete and accurate to the best of your knowledge;

• tell us promptly if information changes;

• provide documents or evidence reasonably needed to handle the claim;

• tell us if you have already claimed, instructed another representative, accepted compensation or received payment relating to the same disruption;

• not knowingly run a duplicate claim through another representative while Runway is handling the same claim;

• tell us promptly if the airline contacts or pays you directly; and

• cooperate reasonably with requests needed to progress the claim.

If inaccurate, incomplete or withheld information materially affects the claim, we may pause or end our service.

 

No Win, No Fee and our 35% success fee

There is no upfront fee for our claims-handling service.

If your claim is unsuccessful and no compensation is recovered, you do not pay our success fee.

You keep 65% and Runway’s total fee is 35% of compensation recovered. The 35% includes VAT where applicable; we do not add VAT on top.

Unless we expressly agree otherwise with you in writing, the success fee applies to statutory flight compensation recovered. It does not apply to reimbursement of reasonable out-of-pocket duty-of-care expenses such as meals, accommodation or transport that the airline separately repays.

Example: if £520 of statutory compensation is recovered, our 35% success fee is £182 and you receive £338.

 

Receiving and paying compensation

When Runway receives cleared compensation, we will identify and reconcile it, deduct the 35% fee and pay your 65% balance to the bank account you nominate. We aim to pay within five business days after cleared receipt and any reasonably required identity, fraud-prevention or bank-detail checks.

We will keep accounting records that distinguish money received for customers from Runway’s fee income. We will never ask for online-banking passwords, one-time codes or card PINs.

If the airline pays you directly, you must tell us promptly and pay the 35% fee within 14 days of receiving the money. We may contact the airline to verify payment.

 

If you cancel or ask us to stop

If you validly cancel within 14 days before compensation has been recovered, no fee is due even if the airline later pays as a result of work completed before cancellation.

After the 14-day period you may still ask us to stop. Unless compensation has already been recovered, no success fee is due merely because the agreement ends.

 

Your 14-day cancellation right

If you instruct Runway online, by email, by telephone or otherwise at a distance, you normally have the right to cancel without giving a reason. For a service contract, the cancellation period ends 14 days after the day on which the contract is entered into.

You can cancel by sending a clear statement to:

hello@runwayflightcompensation.com
The Bristol Office, 2nd Floor, 5 High Street, Westbury-on-Trym, Bristol, BS9 3BY

You may use the model cancellation form at the end of these Terms, but you do not have to.

 

Starting work during the 14-day cancellation period

Because flight claims can be time-sensitive, you expressly ask us to begin work immediately when you accept.

We do not charge a time-based or cancellation fee if you cancel before compensation has been recovered.

If, at your request, the service has been fully performed and compensation has already been recovered before you cancel, you acknowledge that the 35% fee applies and the cancellation right ends.

 

How we handle your claim

We will perform the service with reasonable care and skill.

We may decide not to proceed, or to stop acting, if we reasonably conclude that:

• the claim is unlikely to succeed;

• the claim falls outside the scope of the service;

• the evidence is insufficient and cannot reasonably be obtained;

• the information provided appears materially inaccurate, misleading or fraudulent;

• another representative is already pursuing the same claim;

• you do not provide information or authority reasonably needed to continue; or

• continuing would require legal action, unusual expense or a service we have not agreed to provide.

If we stop acting, we will tell you and explain the reason where reasonably possible.

 

Airline decisions and timing

We do not control airlines, airports, dispute-resolution bodies or courts.

We cannot guarantee that an airline will accept a claim, respond within a particular period or pay compensation by a particular date.

Any estimated timescale we give is an estimate only unless we expressly agree otherwise in writing.

 

Escalation, ADR and court proceedings

Some claims may need to be escalated to an airline complaint process, an appropriate alternative dispute resolution body or court.

Runway will not start court proceedings or commit you to additional external fees without first explaining the proposed step and obtaining any further authority or agreement required.

If a claim requires a service outside the scope of these Terms, we will tell you before proceeding.

 

Multi-passenger and child claims

A lead contact may coordinate family paperwork but cannot accept for another adult. Every claimant aged 18 or over must accept separately.

A parent or legal guardian may accept for a child only where they have authority to do so, and we may ask for evidence. If one adult accepts and another does not, we may proceed only for the accepting adult and any children they are legally authorised to represent.

The 35% fee applies separately to each claimant’s recovered compensation.

 

Communications

We may communicate with you by email, telephone or another contact method you have agreed to use.

You are responsible for keeping your contact details up to date and checking messages relating to your claim.

 

Privacy

We process personal information in accordance with our Privacy Policy. Claim and payment administration can include contact details, flight details, identity information and bank-payment details where needed to pay compensation and prevent fraud.

Marketing is separate from the claims service. You do not need to agree to marketing to use the free checker or instruct Runway.

 

Complaints

If you are unhappy with our service, please use our Complaints Procedure.

Email: complaints@runwayflightcompensation.com

Making a complaint does not affect your legal rights.

 

Our responsibility to you

Nothing in these Terms excludes or limits any consumer right or liability that cannot legally be excluded or limited.

Runway is responsible for performing the agreed service with reasonable care and skill.

We are not responsible for an airline’s independent decision, an airline’s failure or delay in responding, or events outside our reasonable control, except where the law makes us responsible.

 

Changes to these Terms

The Terms that apply to your claim are the version you accepted when you instructed Runway, unless a change is required by law or you expressly agree to a later change.

We may update these Terms for future customers. We will not retrospectively impose a material new fee or disadvantage on an existing instructed claim without a lawful basis and appropriate agreement.

 

Governing law

These Terms are governed by the law of England and Wales.

If you live elsewhere in the United Kingdom, you retain any mandatory consumer rights that apply to you and any right you have under applicable law to bring proceedings in an appropriate local court.

 

Contact details

David McRae trading as Runway Flight Compensation
The Bristol Office, 2nd Floor, 5 High Street, Westbury-on-Trym, Bristol, BS9 3BY
Email: hello@runwayflightcompensation.com
Complaints: complaints@runwayflightcompensation.com

Last updated: 14 September 2026

 

MODEL CANCELLATION FORM

Complete and return this form only if you wish to cancel the claims-handling contract. You may instead cancel by any clear statement.

To: Runway Flight Compensation, The Bristol Office, 2nd Floor, 5 High Street, Westbury-on-Trym, Bristol, BS9 3BY / hello@runwayflightcompensation.com

I/We hereby give notice that I/We cancel my/our contract for the supply of the Runway Flight Compensation claims-handling service.

Name of customer(s):

Address of customer(s):

Flight number / claim reference (if known):

Date contract was made:

Signature of customer(s) (only if this form is notified on paper):

Date: