1. Definitions

1. 1.1 “Client” means the passenger who enters into an Agreement with AirClaims911.
2. 1.2 “AirClaims911” means AirClaims911, a division of NBL Legal Inc., a law firm located at 5167 Décarie Boulevard, Montreal, Quebec, H3X 3C2, Canada.
3. 1.3 “Compensation” means any monetary amount payable to the Client under applicable passenger rights laws due to the airline’s responsibility for a flight disruption. “Compensation” does not include refunds, reimbursements, travel credits, or vouchers.
4. 1.4 “Third-party service provider” means any external company contracted by AirClaims911 to support marketing, payment processing, technical operations, or data hosting. These third-party service providers do not perform legal services and are not parties to the Client’s claim.
5. 1.5 “Services” include, without limitation, access to information and assistance such as flight, airline, and airport data; advice on passenger rights and consumer-protection laws; and support services provided by third-party service providers (e.g., marketing, payment processing, or technical services) agreed by the Parties.
6. 1.6 “Service Fee” is the remuneration due to AirClaims911 calculated in accordance with the Payment Policy.
7. 1.7 “Website” means www.AirClaims911.com and any online platforms or pages operated by AirClaims911.
8. 1.8 “Website Visitor” is any person who accesses the Website without becoming a Client.

2. General Terms

1. 2.1 Payment Policy, Privacy Policy and Cookie Policy form integral parts of these T&C.
2. 2.2 By accepting these T&C, the Client also accepts and is bound by the Payment Policy, Privacy Policy, and Cookie Policy, each available on the Website.
3. 2.3 By entering into this Agreement, the Client represents that they have the legal capacity and authority to do so on their own behalf and, where applicable, on behalf of any coclaimants named in the Application.



4. 2.4 Acceptance and Mandate

   • By reviewing these T&C, the Client acknowledges they must formally accept them on the Website or confirm their acceptance by email. Representation begins only once the Client accepts the Mandate to Represent.

5. 2.5 Quebec Legal Requirements

   • As AirClaims911 operates as a division of a Quebec law firm, the Services provided constitute a legal mandate under the Civil Code of Québec. The mandate covers the preparation, submission, negotiation, and, where required, pursuit of the Client’s compensation claim.
   • Legal services are provided under the professional liability insurance required by the Barreau du Québec. Any Compensation funds received for the Client are held in the firm’s trust account in accordance with the Règlement sur la comptabilité et les comptes en fidéicommis des avocats.
   • Client documents and funds are handled pursuant to applicable professional rules. The mandate may be terminated by either Party in accordance with article 2125 C.c.Q., with the Client responsible for fees owed up to the date of termination.

3. Scope of Services

1. 3.1 AirClaims911 will use its best efforts to prepare, submit, negotiate, and pursue the Client’s claim in accordance with applicable law. However, AirClaims911 does not guarantee the success of the claim, a specific amount, or a specific timeline. AirClaims911 is not responsible for airline decisions, regulatory delays, CTA processing times, or external factors outside its control.
2. 3.2 AirClaims911 handles claims related to flight delays, cancellations, denied boarding, missed connections, and schedule changes. AirClaims911 does not handle class actions or disputes unrelated to air travel.

4. Client Obligations

1. 4.1 If the Client provides information for multiple passengers, the Client confirms they have the authority to represent all additional passengers, including minors. Each adult passenger must authorize the claim unless the airline permits a single representative. If one passenger revokes authorization, AirClaims911 may continue representing the remaining passengers.
2. 4.2 The Client agrees to provide truthful and complete information, supply all requested documents, respond promptly, disclose any refund or compensation received, keep contact information updated, and notify AirClaims911 without delay, and in all cases within three (3) days, if contacted by the airline.
3. 4.3 AirClaims911 may terminate the Agreement if the Client provides false information, refuses to cooperate, negotiates directly with the airline, delays the process, or fails to pay the Service Fee. If the Client receives Compensation directly after signing or accepting, the Service Fee remains payable.
4. 4.4 The Client agrees to notify AirClaims911 without delay, and in all cases within three (3) days, if the airline contacts them directly regarding the claim, including any refund, voucher, settlement, or goodwill offer, and will promptly forward any such communication to AirClaims911.
5. 4.5 The Client may withdraw from the Agreement within six (6) calendar days of acceptance, unless AirClaims911 has already started working on the file. For the purposes of this clause, “working on the file” means taking substantive steps to assess or advance the Client’s claim, including reviewing documents provided by the Client or initiating contact with the airline.
6. 4.6 The Client warrants that neither they nor any third party are currently pursuing the same Compensation and that no litigation is pending against the airline in respect of the Case. If this warranty is breached, the Client shall bear all court costs and legal fees arising from the duplicate claim.
7. 4.7 Upon entering this Agreement, the Client:

4.7.1. Irrevocably authorises AirClaims911 to:

• recover the Compensation from the airline;
• receive communication and payment instructions on the Client’s behalf;
• deduct the Service Fee from any Compensation collected before transferring the balance to the Client.

AirClaims911 may contact the airline on the Client’s behalf and may use approved third-party service providers for payment processing in accordance with the Payment Policy. The Client authorises AirClaims911 to act in this manner; and

4.7.2.

While AirClaims911 is handling the claim, the Client agrees not to submit a duplicate request, negotiate separately with the airline, or assign the claim to another service provider. This does not limit the Client’s right to contact a regulator or pursue legal remedies.

4.8 If the Client receives Compensation after instructing AirClaims911, they must notify AirClaims911 without delay, and in all cases within three (3) days, and must pay the agreed Service Fee to AirClaims911.

4.9 From acceptance of these T&C the Client must forward to AirClaims911 all correspondence pertaining to the Case and cease direct negotiations with the airline, redirecting any contact to AirClaims911.

4.10 The Client shall provide AirClaims911 with full, accurate and uptodate information necessary to pursue the Case throughout the term of the Agreement.

5. Termination of Agreement

1. 5.1 The Agreement terminates once Compensation is successfully recovered and transferred to the Client, less the Service Fee.
2. 5.2 The Agreement also terminates if, after an indepth review, AirClaims911 reasonably concludes that further pursuit of the Case would be futile and so advises the Client.

6. Rights and Duties

1. 6.1 AirClaims911 shall assist the Client in negotiations with the airline to recover Compensation in accordance with the law governing the Client’s flight.
2. 6.2 AirClaims911 shall keep the Client informed of all key milestones in the disputeresolution process.
3. 6.3 When Compensation is received, the net amount (after deduction of the Service Fee in accordance with the Payment Policy) will be transferred to the Client’s designated bank account.
4. 6.4 By submitting an Application, the Client authorizes AirClaims911 to manage all procedural steps required to advance the Case. Any settlement offer or decision to initiate or discontinue legal action will be communicated to the Client, who retains the right to approve or decline such decisions.
5. 6.5 AirClaims911 may, at its sole discretion, decide whether to initiate legal proceedings. The Client will be notified at least six (6) days before proceedings commence.
6. 6.6 If legal action is taken, a lawyer within the AirClaims911 law firm, with assistance from an administrative assistant when appropriate, will act on the Client’s behalf. The Client authorizes AirClaims911 to share all relevant information with the acting lawyer and agrees to provide any additional documents required.
7. 6.7 The Client may withdraw their instructions to initiate or continue legal proceedings at any time but must reimburse AirClaims911 for any legal costs already incurred at a rate of $300 per hour.
8. 6.8 CTA Authorization
   The Client authorizes AirClaims911 to file complaints with the Canadian Transportation Agency, respond to CTA requests, negotiate, communicate with the CTA on their behalf, and file appeals when appropriate.

7. Remuneration Terms

1. 7.1 The Client pays the Service Fee only if Flight Compensation is successfully collected.
2. 7.2 Any funds (or inkind benefits) received from the airline or third parties after the Agreement is signed and relating to the Case are deemed to have been obtained through AirClaims911’s efforts.
3. 7.3 Tourist vouchers or other service offers do not constitute Compensation. Acceptance of such offers is treated as the airline’s refusal to pay monetary Compensation.
4. 7.4 If the airline issues a partial monetary payment that does not fully satisfy the Client’s claim, AirClaims911 may treat the payment as a partial offer and determine whether to accept or contest it after examining the case. If a partial payment is accepted, the Client will receive the corresponding net amount.

8. Processing of Personal Data

1. 8.1 AirClaims911 collects, processes, and stores Client personal data in compliance with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and Quebec’s Act Respecting the Protection of Personal Information in the Private Sector (“Law 25”). Where applicable, AirClaims911 will also comply with any foreign privacy requirements relevant to the Client’s case.
2. 8.2 Details of data processing are set out in the Privacy Policy, Cookie Policy, and Payment Policy.
3. 8.3 Compensation funds received by AirClaims911 on behalf of the Client are deposited into and held in AirClaims911’s trust account, administered in accordance with the Barreau du Québec’s trust-account obligations. Once funds are ready to be released to the Client, AirClaims911 may use a bank or transfer service to complete the payout, which may require identity verification or additional documentation.

9. Final Provisions

9.1 AirClaims911 may amend these T&C or introduce additional conditions for future Clients by publishing an updated version on the Website. Any amendment will not affect an existing Agreement with a Client unless required by law or expressly accepted by that Client.

9.2 Processing times indicated by AirClaims911 are indicative. Timelimits for airlines, regulators or courts lie outside AirClaims911’s control.

9.3 These T&C, the Agreement, and any related documents are governed by and interpreted in accordance with the laws of the Province of Quebec and the applicable federal laws of Canada. Where relevant, AirClaims911 will also comply with any foreign legal requirements applicable to the Client’s case.

9.4 Any dispute arising from or in connection with these T&C, including their validity or termination, shall be submitted to the exclusive jurisdiction of the courts of the Province of Quebec, Canada.

9.5 If any provision of these T&C is held unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force and effect.

9.6 In the event of any discrepancy between the English version of these T&C and any translation, the English version shall prevail.

Payment Policy

1. The Client’s personal bank account details and a copy of identification may be requested by AirClaims911 to transfer the Compensation for any eligible flight disruption and to fulfil the agreement between AirClaims911 and the Client. Bank account details may be disclosed to the airline, a consumer protection body, a court, and other third parties for the purpose of receiving compensation or where required by law.

2. Generally, requested Client’s bank account details include the following information:

• 1) Bank name;
• 2) Beneficiary;
• 3) Account currency;
• 4) Account number / IBAN;
• 5) SWIFT/BIC code

The abovementioned list is not exhaustive.

3. When Compensation is received by AirClaims911, AirClaims911 will transfer the amount of money to the Client’s personal bank account after deducting the Service Fee.

4. The Service Fee is deducted from the Compensation received. AirClaims911 charges a one-time contingency fee of 45% plus applicable taxes, which is collected only if the claim is successful. This fee covers all services related to the Client’s claim, including preparation, negotiation, and any required legal action handled internally by AirClaims911. The Client expressly acknowledges and agrees to this fee structure upon accepting the Mandate.

5. AirClaims911 is not a financial institution and does not hold a license to provide regulated financial services. Compensation funds are held in AirClaims911’s trust account in accordance with applicable requirements. When releasing funds, AirClaims911 transfers Compensation to the Client using its standard banking methods, including direct deposits and Interac e-transfers. The release of funds may be subject to identity verification imposed by the payment provider, and AirClaims911 does not control the timing of these procedures.

6. The Client acknowledges that in case of incorrect bank account information, AirClaims911 does not hold any liability for the transfer of Compensation to a wrong recipient.

7. AirClaims911 undertakes all possible methods (based on the information provided by the Client) to contact the Client in order to arrange a transfer of the received Compensation.

8. The obligations of AirClaims911 to the Client on payment of Compensation is the transfer of Compensation to the bank account provided by the Client. If AirClaims911 has properly transferred funds to the account provided by the Client and the Client has not received the funds due to reasons beyond AirClaims911’s control, they may, at the Client’s request, provide confirmation of the transfer of such funds, but AirClaims911 is not obliged to actively assist the Client in search for such funds.

9. If the airline deposits the Compensation directly into the Client’s account, the Client must notify AirClaims911 without delay, and no later than three (3) days after receiving the payment and must transfer the agreed Service Fee to AirClaims911.

10. Any bank fees for the transfer of funds shall be paid by the Client. In case the Client did not receive the transfer by specified means within fifteen (15) days, the Client must notify AirClaims911 about this fact. Otherwise, the transfer is considered to be completed in its records until notified otherwise by the Client.

11. The Client cannot claim any interest for the period between Compensation transfer to AirClaims911’s bank account and its transfer to the Client.

12. In its operations, AirClaims911 relies on the bank details provided in the Client’s profile. If the provided details do not match the options that are available in the Client’s profile on the Website, AirClaims911 reserves the right to ask for different bank details.

13. Bank account details are governed by general rules of obtaining, processing and storage of personal data established by Privacy Policy with some exceptions. When the Client exercises his/her right to erase his/her personal data, which includes bank account details, AirClaims911 has a right to keep the Client’s bank details for compliance with the requirements of the legislation in the field of audit and taxation.

14. Use of Regulated Payment Providers. AirClaims911 uses regulated third-party payment providers to process client payouts.

Privacy Policy

Our Privacy Policy should be read in conjunction with our Terms and Conditions, where you will find all the defined terms used in our Privacy Policy.

AirClaims911 respects the privacy of all Website visitors and clients and undertakes to ensure security of their personal data both while visiting the Website and while using the services provided by AirClaims911.

By using the website and services provided by AirClaims911 as well as upon providing personal information to AirClaims911, you hereby agree with the provisions of this Privacy Policy. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

Please forward any inquiries that you may have regarding this Privacy Policy to the following email help@airclaims911.com

1.1. AirClaims911 is a service which pursues the following purposes:

• 1.1.1. Provide the Services in accordance with “Terms and Conditions”;
• 1.1.2. Informing the Client about passenger’s rights protection and other issues related to the exercise of passenger’s rights.
• 1.1.3. Informing the Client about advertising campaigns and offers from AirClaims911.

1.2. During the collection, processing, and storage of personal data, AirClaims911 acts in compliance with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and, where applicable, Québec’s Act Respecting the Protection of Personal Information in the Private Sector (Law 25):

• 1.2.1. The processing of personal data shall take place in a lawful, fair and transparent way;
• 1.2.2. The collecting of personal data shall only be performed for specified, explicit and legitimate purposes and not further processed in a manner that is incompatible with those purposes;
• 1.2.3. The collecting of personal data shall be adequate, relevant and limited to what is necessary in relation to the purpose for which they are processed;
• 1.2.4. The personal data shall be accurate and where necessary, kept up to date;
• 1.2.5. Every reasonable step shall be taken to ensure that any personal data that are inaccurate, having regard to the purposes for which they are processed, are erased or rectified without delay
• 1.2.6. Personal data shall be kept in a form which permits identification of the data subject for no longer than it is necessary for the purpose for which the personal data are processed;
• 1.2.7. All personal data shall be kept confidential and stored in a manner that ensures appropriate security;
• 1.2.8. Personal data shall not be shared with third parties except when necessary for them to provide services upon agreement;
• 1.2.9. Data subjects shall have the right to request access to and rectification or erasure of personal data, or restriction of processing, or to object to processing as well as the right of data portability.

1.3. For recovering of compensation with assistance of AirClaims911 the Client makes an application. While filling an application the client provides the following personal data: name and surname, e-mail, mobile phone number, address, date of birth. These personal data are requested as airlines refuse to consider a case without them.

In cases where the Client traveled with a minor for whom they are the legal representative, the Client must provide the minor’s full name and date of birth so AirClaims911 can include them in the application.

In the field “Suggested reason of Delay” and “Description” the Client may provide a short description of the case and additional details. These fields are not intended for the Client’s personal data.

At the time AirClaims911 prepares the application, the Client must provide the flight number, booking reference, and copies of the ticket and booking confirmation. These documents are used solely for the purposes outlined in subparagraph 1.1 of the Privacy Policy.