Use cases

Sort flight compensation claims before a handler reads them

EU261 and UK261. Reads each claim for what happened, who files, what they ask and took instead, receipts and court threats. Your rules decide eligibility.

Ask for an invite

Try it on this example

Example · An agency letter: the form says delay, the text describes a cancellation for crew shortage, with expenses and no receipts

Disruption the claimant picked on the form: Delay

Claim text from the web form, email or agency letter

From: ClearSky Claims <claims@clearsky-claims.example> To: Customer Claims <claims@bluewing-air.example> Date: Mon, 7 Sep 2026 10:12 Subject: Compensation claim, flight BW2217 Porto to Copenhagen, 14 August 2026, our ref CSC-44817 Dear Sir or Madam, We act for Ms Marta Novak and Mr Pedro Almeida, who held confirmed reservations on flight BW2217 from Porto to Copenhagen on 14 August 2026, booking reference QX7L2M, scheduled to depart at 06:40. Signed authorities from both passengers are attached. Our clients checked in on time and went to the gate. Boarding did not start, and at around 09:30 they were told the flight had been cancelled because of a shortage of crew. Your staff rebooked them onto flight BW2219 the following morning, and they reached Copenhagen on 15 August at 12:05. Your staff did not offer a hotel. Our clients found a hotel near the airport themselves and paid for the room, dinner, breakfast and taxis, EUR 186.40 in total. They were given no written notice of their rights. A shortage of crew is not an extraordinary circumstance. We therefore claim, for each of our clients, compensation under Article 7 of Regulation (EC) No 261/2004, together with reimbursement of the costs above. If we do not receive a substantive response within 14 days of this letter, we will issue proceedings in the competent court without further notice. Payment details for our client account are set out in the attached authorities. Yours faithfully, Claims Team ClearSky Claims
  1. From the claim's own account, what happened to the passenger's flight?Cancellation100%
  2. Who is submitting the claim?Claims agency100%
  3. Does the claim ask for the fixed compensation for the disruption?Yes99%
  4. Does the claim ask for the ticket price to be paid back?No92%
  5. Does the claim ask for meals, a hotel, transport or other costs to be paid back?Yes99%
  6. Does the claim say receipts or other proof of what was paid are attached, offered or kept?No88%
  7. What does the claim say the passenger did instead of the disrupted flight?Flew on a new flight we arranged99%
  8. What cause does the claim say the passenger was given for the disruption?Crew100%
  9. Does the claim threaten a card dispute, a regulator complaint or legal action?Yes99%
  10. Does the claimant say they have contacted the airline before about this same matter?No89%
  11. Does the claim identify the flight or the booking well enough for code or a person to find it?Yes99%

These are real answers stored from one run on this example.

The prism behind it

Sort flight compensation claims before a handler reads them11 questions

Fields

  • Disruption the claimant picked on the form
  • Claim text from the web form, email or agency letter

Context

We are an airline flying within Europe and to and from the UK. Passengers and their representatives send compensation claims through our web form, by email and through our agency portal. Each claim is read here when it arrives, before a claims handler opens it. The answers land on the claim record next to the flight operations record. Rule sets: Regulation (EC) No 261/2004 (EU261) on the flights it covers, and the UK version of it (UK261) on the flights to and from the UK that it covers. Code decides which applies. Nothing here decides whether compensation, a refund or expenses are owed. Our claims platform joins each claim to the flight record and applies the rules: the distance, how late the passenger arrived, when a cancellation was announced, and whether extraordinary circumstances apply. A person decides every refusal. What a claimant says about the cause is what they say they were told, not a finding. Nothing here extracts the booking reference, the flight number, names or amounts. The web form and agency files carry them as fields; when a claim gives them only in its text, code or a person finds the booking. Claims arrive in several languages. Answer from the meaning, whatever the language. What the words mean here: - Delay: the booked flight operated but left or arrived later than scheduled. - Cancellation: the booked flight did not operate. A passenger moved to another flight because theirs did not operate had a cancellation, even when the claim calls it a delay. - Denied boarding: the passenger presented for a flight that operated and was refused boarding, for example because it was overbooked. - Downgrade: the passenger flew in a lower class than the one booked. - Missed connection: a late first flight made the passenger miss an onward flight on the same booking. - Compensation: the fixed sum per passenger the rules set for a disruption. - Refund: the ticket price paid back. - Expenses: meals, hotels, transport or other costs the passenger paid during the disruption.

Questions

  1. From the claim's own account, what happened to the passenger's flight? Choice

    Use the meanings in the context. Judge from what the claim says happened, not from the disruption picked on the form or the words the claim uses for it; code compares the two.

    • Delay The booked flight operated, but left or arrived late.
    • Cancellation The booked flight did not operate, whether or not the passenger was moved to another flight.
    • Denied boarding The passenger was refused boarding on a flight that operated.
    • Downgrade The passenger flew in a lower class than the one booked.
    • Missed connection A late first flight made the passenger miss an onward flight on the same booking.
    • Baggage problem A delayed, lost or damaged bag, with no disruption to the flight itself.
    • Complaint with no disruption A complaint about service, staff, fees or the booking, with no delay, cancellation, denied boarding or downgrade.

  2. Who is submitting the claim? Choice

    Judge from who writes and on whose behalf. A company that says it acts for passengers under a signed authority is an agency, even when it does not call itself one.

    • Passenger A passenger claiming for themselves, with or without others on the booking.
    • Family member or companion A relative or travel companion claiming for a passenger who is not writing themselves.
    • Claims agency A company that claims compensation on passengers' behalf as its business.
    • Law firm A solicitor, lawyer or law firm acting for the passengers.
    • Travel agent The travel agent or tour operator that sold the booking.

  3. Does the claim ask for the fixed compensation for the disruption? Yes / No

    Count a request for compensation under EU261 or UK261, "the 250, 400 or 600 euros", "the 220, 350 or 520 pounds", "the money we are owed for the delay", or similar. Yes: The claim asks for fixed compensation. No: The claim asks only for a refund, expenses or something else.

  4. Does the claim ask for the ticket price to be paid back? Yes / No

    Yes: The claim asks for the fare, or part of it, to be refunded. No: The claim does not ask for the fare back. Asking for compensation or expenses alone is No.

  5. Does the claim ask for meals, a hotel, transport or other costs to be paid back? Yes / No

    Yes: The claim asks for costs the passenger paid during the disruption to be paid back. No: The claim asks for no costs of this kind.

  6. Does the claim say receipts or other proof of what was paid are attached, offered or kept? Yes / No

    Read the claim and any attachment names. Count receipts, invoices, bank statements and order confirmations that are attached, offered, to be sent or kept. Yes: The claim attaches or offers proof of what was paid for at least one item or cost, or says it has been kept. No: No such proof is attached, offered or said to be kept, the claim says there is none, or it claims no costs.

  7. What does the claim say the passenger did instead of the disrupted flight? Choice

    Choose what the passenger actually did about the journey. Meal or hotel vouchers given during the wait are care, not an alternative.

    • Flew on a new flight we arranged The passenger took, or has agreed to take, another flight we arranged, whether or not the claim uses the word rebooking.
    • Took a refund, voucher or credit The passenger accepted money back, a travel voucher or a credit instead of travelling.
    • Made their own way or gave up the trip The passenger booked another airline, a train or a car themselves, or did not travel.
    • Flew as booked The passenger flew on the booked flight, as with a delay or a downgrade.
    • Not mentioned The claim does not say what the passenger did about the journey.

  8. What cause does the claim say the passenger was given for the disruption? Choice

    Record the cause the claim says staff, messages or the airline gave, or the claimant believes. This is what they say, not a finding; code compares it with the operations record.

    • No cause stated The claim mentions no cause.
    • Technical fault A problem with the aircraft.
    • Crew Crew shortage, crew illness or crew working-hours limits.
    • Weather Weather at an airport or on the route.
    • Air traffic control Air traffic control restrictions or airport slot limits, not a strike.
    • Strike by airline staff A strike by the airline's own staff.
    • Strike by others A strike by air traffic controllers, airport staff or other outside workers.
    • Security or medical A security alert, a disruptive passenger or a medical emergency.
    • Late aircraft or airport problem A late incoming aircraft, a baggage or ground handling problem, or an airport system failure.

  9. Does the claim threaten a card dispute, a regulator complaint or legal action? Yes / No

    Count a threat to go to court, issue proceedings, pass the claim to a lawyer, complain to a national enforcement body, the Civil Aviation Authority or an ADR scheme, or dispute the payment with a card company or bank. Yes: The claim makes at least one such threat. No: The claim makes none.

  10. Does the claimant say they have contacted the airline before about this same matter? Yes / No

    Count an earlier claim, email, call, chat or reference number we gave about the same flight, by the passenger or by anyone acting for them, however it is put ("this is our second letter"). A reference the claimant or its agency gives for its own file is not earlier contact. Do not count earlier contact about other matters. Yes: The claimant says they, or someone for them, contacted us about this disruption before. No: The claim mentions no earlier contact about this disruption.

  11. Does the claim identify the flight or the booking well enough for code or a person to find it? Yes / No

    Count a flight number with a date, a booking reference, or a route with a date and a time. Do not check whether a reference is valid; code does that. Yes: The claim gives enough to find the flight or the booking. No: The claim gives too little, such as only "my flight to Spain last summer".

Lens columns

disruption_type, disruption_type_probability, submitted_by, submitted_by_probability, asks_compensation, asks_compensation_probability, asks_refund, asks_refund_probability, asks_expenses, asks_expenses_probability, receipts_mentioned, receipts_mentioned_probability, alternative_taken, alternative_taken_probability, cause_given, cause_given_probability, dispute_or_legal_threat, dispute_or_legal_threat_probability, repeat_contact, repeat_contact_probability, flight_identified, flight_identified_probability

Run it on your own text

Add this prism in the app, change any question, and test it on a file of your own.

Ask for an invite