📄 Read the full mandate (all the terms)
Article 1 — Purpose, dual regime and case email address
💡 In plain terms: You instruct Robin des Airs to recover the money the airline owes you. We act first in your name — this keeps access to mediation. Connecting flight? It is the final arrival that counts — it is covered.
The Client grants Robin des Airs an
exclusive recovery mandate, under
Regulation (EC) No 261/2004, for the
fixed compensation (art. 7) as well as
reimbursement of expenses incurred, the care due (arts. 8 and 9) and, where applicable, further damage (art. 12) linked to the delay, cancellation or denied boarding, by amicable, administrative, judicial or arbitral means.
Connecting flights. Where the journey includes one or more connections under a
single booking, the mandate covers
the entire journey : compensation is determined by the
final destination and the
total distance, the delay being assessed at
arrival at the final destination (CJEU, 26 February 2013,
Folkerts, C-11/11).
This mandate operates under a
dual regime : (1) a
representation mandate (art. 1984 French Civil Code) which applies
by default from signature — Robin des Airs acting in the name of the Client, who
remains the creditor, this regime notably preserving the Client's access, as a consumer, to
mediation ; and (2) an
option to assign the claim for recovery purposes which Robin des Airs may exercise under the terms of
Article 1 bis (procedure: Article 5 bis).
💡 In plain terms: To handle your case, Robin des Airs opens a dedicated email address that receives the airline's replies. We take care of it from start to finish — you're simply kept updated on WhatsApp.
Robin des Airs creates a unique
technical email address: lowercase mandate reference +
@robindesairs.eu
(ex. :
ref@robindesairs.eu).
This is the
reference address for the file for exchanges with the airline and any third party involved in recovery.
Robin des Airs alone administers and manages it.
The Client
expressly authorises Robin des Airs to create and use this address for the mandate term, including formal notices and procedural steps.
Robin des Airs
keeps access, copies and documents for file traceability.
The Client acknowledges Robin des Airs may use the Client's
personal email if required, as stated in this mandate or later.
Operational
updates to the Client may use
WhatsApp or any other agreed channel,
without these channels being exclusive for important notices.
💡 In plain terms: Your mandate exists in French and English (same document). You sign once; if the airline is foreign, we present the English version to it — but it is always your signed French version that prevails.
Language. This mandate constitutes a
bilingual instrument drawn up in
French and English, the
French text being the only authoritative version. The Client accepts this instrument in both versions and authorises Robin des Airs to
establish, produce and rely on the English version (or a faithful translation in the airline's language) before the airline, its representatives and any third party involved in the recovery. The English version has
no autonomous legal value; in the event of any discrepancy,
the signed French original prevails. The Client's signature covers the instrument in both languages.
Article 1 bis — Exercise option: mandate or assignment
💡 In plain terms: As long as we settle amicably, you remain the owner of your case. If we have to go to court, we switch over to act more effectively.
This instrument entails, from signature, a
representation mandate (Article 1, default regime) and a
promise to assign the born or future claim (Article 5 bis).
As long as Robin des Airs has not exercised the assignment option, the Client remains the sole holder of the claim and Robin des Airs acts as
representative.
Robin des Airs may
exercise the assignment option at any time, in the interest of recovery, in particular to bring
court proceedings, an
enforcement measure or to file an
objection to a payment. Upon exercise of the option, the assignment takes effect between the parties (art. 1321 French Civil Code) and becomes
enforceable against the airline from its notification (art. 1324 French Civil Code) ; Robin des Airs then acts
in its own name, as assignee.
Procedural discipline. The applicable regime is
fixed before the relevant procedural step and notified to the airline ; Robin des Airs invokes
only one regime per instance in order to preserve its standing to act. In practice :
mandate for the amicable phase and mediation,
assignment (option exercised) for the litigation phase.
This option is stipulated
in the interest of the Client : it preserves the Client's access to mediation while allowing Robin des Airs to act effectively in court. It changes neither the fee (Article 4), nor the withdrawal right (Article 9), nor the obligation to pay the Client the net share (75 %).
Article 2 — Term
💡 In plain terms: The mandate lasts 24 months. It can be ended by either side in the event of a serious problem (15 days' notice). Et si les démarches amiables n'aboutissent pas, vous pouvez y mettre fin librement.
The mandate runs
24 months from signature. It may be terminated by email for
serious breach, fraud or persistent non-cooperation, with 15 days' notice. En outre, lorsque la
phase amiable a été épuisée sans résultat et qu'aucune procédure judiciaire n'a été engagée, le Mandant peut
résilier librement (pour convenance) par email, avec un préavis de 15 jours, sans frais.
Article 3 — Exclusivity & anti-circumvention
💡 In plain terms: In the meantime, do not entrust the same case to anyone else and do not negotiate alone with the airline without telling us.
Le présent mandat est
exclusif. Pendant sa durée, le Mandant s'engage à ne pas confier le même dossier à un tiers ni à négocier directement avec la compagnie pour le même incident
sans en informer préalablement Robin des Airs. Seul un accord conclu
de mauvaise foi, dans le seul but d'éluder la commission due à Robin des Airs, engage la responsabilité du Mandant et le laisse redevable de cette commission ; une démarche de bonne foi du Mandant n'entraîne aucune pénalité.
Article 4 — Fees · No win, no fee
💡 In plain terms: We take 25% only if we recover money. If we win nothing, you pay nothing.
Robin des Airs charges
25% incl. VAT of amounts collected,
success fee only. This fee applies to
all sums recovered for the case — fixed compensation, reimbursements, expenses and damages linked to the incident. If the case fails,
no fee is due. No upfront payment. The fee also applies to
any compensation in kind (voucher, credit note, miles…) accepted for the case, calculated on its value ; the Client undertakes not to accept such compensation without the agreement of Robin des Airs. The Client
requires payment in cash (bank transfer) and
expressly refuses, as of now, any voucher, credit note, miles or other service offered in lieu thereof: under
Article 7(3) of Regulation (EC) No 261/2004, compensation in kind requires the passenger's signed agreement, which the Client does not give.
Article 4.1 — Legal costs
💡 In plain terms: Lawyer and court costs are on us. You never pay anything upfront.
Robin des Airs covers
100% of legal and court costs. The Client pays nothing upfront. Robin des Airs may
select viable cases before court action. Any sums awarded as
legal costs (Article 700 of the French Code of Civil Procedure) and court costs remain acquired by Robin des Airs, which advanced them ;
interest follows the fate of the claim (Article 5 bis).
| Flight distance | Statutory amount / pax | RDA fee (25%) | Client net |
|---|
| ≤ 1 500 km | 250 € | 62,50 € | 187,50 € |
| 1,500 – 3,500 km (Maghreb — e.g. Morocco) | 400 € | 100 € | 300 € |
| > 3,500 km (Sub-Saharan Africa) | 600 € | 150 € | 450 € |
Article 5 — Payment & client protection
💡 In plain terms: The airline pays into OUR account, never yours. We pay you your 75% within 48 hours once the money is actually collected.
The Client gives the airline an
express and irrevocable instruction to pay any compensation, reimbursement and sum due
exclusively into the bank account designated by Robin des Airs, to the exclusion of any other account, including the Client's. Robin des Airs pays the Client its net share (75%) to the IBAN provided in this mandate within
48 business hours from the effective and irrevocable collection of the funds (SEPA transfer credited, without reservation or chargeback). If the airline pays the Client directly, the Client undertakes to remit the 25% fee to Robin des Airs without delay.
Article 5.1 — Reimbursement, unreachable Client & unclaimed funds
💡 In plain terms: Your 75% stays yours. If we cannot reach you, or without valid bank details, we keep the money at your disposal and keep trying to find you — never for ourselves.
The net share (75 %) owed to the Client
remains its property. If reimbursement cannot take place for want of valid bank details and/or because the Client cannot be reached, the funds are
kept and held at the Client's disposal by Robin des Airs, identified as funds held on its behalf, and constitute neither a product nor income of Robin des Airs. Robin des Airs makes
reasonable efforts to make contact (WhatsApp, email, telephone then, failing that,
registered letter to the last address provided), the Client undertaking to keep its contact details up to date. Failing a useful response within
six (6) months from the first reimbursement request, Robin des Airs may
give the Client formal notice to receive the funds (art. 1345 French Civil Code) then
discharge itself by depositing the sum with the
Caisse des dépôts et consignations (art. 1345-1 French Civil Code). The Client's right to reimbursement is
time-barred after five (5) years (art. 2224 French Civil Code). Reimbursement remains subject to identity and compliance checks (AML-CFT).
Article 5 bis — Assignment of claim for recovery purposes (born or future claim)
💡 In plain terms: To secure recovery, you assign us your claim for the time it takes to recover it. If it fails, it reverts to you.
In performance of the
option in Article 1 bis, the Client
agrees to assign to Robin des Airs, for recovery purposes, the
born or future compensation claim it holds against the airline —
the operating carrier that actually performed the flight (art. 2(b) of the Regulation), regardless of the commercial flight number or marketing carrier (
codeshare flights) — under
Regulation (EC) No 261/2004 for the flight identified herein (the « Incident »), including the
fixed compensation (art. 7),
reimbursements and expenses (arts. 8 and 9),
further damage (art. 12), interest, penalties and ancillary amounts.
This assignment is granted
for recovery purposes : Robin des Airs collects
as assignee and
pays the Client the net share (75 %) under Article 5, less only the Article 4 fee. It changes neither the
« No Win No Fee » nature nor the Article 9 withdrawal right.
Under
Articles 1321 to 1326 of the French Civil Code, the assignment takes effect
between the parties upon exercise of the option (Article 1 bis) and covers a
determinable claim (parties, flight, date, EU 261/2004 basis). It is
enforceable against the airline (assigned debtor) from its notification within the meaning of
Article 1324 of the French Civil Code ; the formal notice sent by Robin des Airs
constitutes notification of the assignment.
Accordingly,
from that notification, only payment into Robin des Airs' hands is discharging ; Robin des Airs may
pursue recovery in its own name, by amicable, administrative, judicial or arbitral means. The Client
warrants the existence of the claim and declares it has not been previously assigned, settled or paid. If the mandate ends without recovery, or upon withdrawal within the Article 9 period, the claim is
automatically re-assigned to the Client.
Continuity clause. If the assignment is prohibited, refused or held unenforceable — in particular by the carrier's
general conditions of carriage — the
representation mandate subsists in full and Robin des Airs then acts
in the name and on behalf of the Client on the basis of
Articles 1984 et seq. of the French Civil Code, the Client remaining the creditor. The payment instruction in Article 5 continues to apply.
Article 5 ter — Unenforceability of non-assignment clauses
💡 In plain terms: If the airline claims you were not allowed to assign the case to us, that is false: the European courts have settled it.
The Client declares awareness of the airline's general conditions of carriage.
Any clause of the general conditions of carriage prohibiting or restricting the assignment of the compensation claim due under Regulation (EC) No 261/2004 is unenforceable : the Court of Justice of the European Union has held that such a clause is
contrary to Article 15 of the Regulation (CJEU, 3rd Chamber,
29 February 2024, Eventmedia v Air Europa, C-11/23). Accordingly, the airline may not rely on such a clause against the assignment granted to Robin des Airs (Article 5 bis).
Article 6 — Non-release clause (airline)
💡 In plain terms: If the airline pays you directly to bypass us, it still owes us the payment.
Payment by the airline directly to the Client does not release the airline towards Robin des Airs as exclusive representative. Robin des Airs expressly notifies the airline, from the formal notice, that the
only valid discharging payment is the one made into the Robin des Airs bank account.
Accordingly: (i) any payment made directly to the Client in breach of this instruction is deemed
not discharging towards Robin des Airs; (ii) the airline remains liable to the representative; (iii) Robin des Airs reserves the right to pursue recovery, including in court, against the airline. This stipulation is an
irrevocable payment instruction under Articles 1984 et seq. of the French Civil Code and relies on the
assignment of claim in Article 5 bis (Articles 1321 to 1324 of the French Civil Code) ; it is enforceable against the airline and any third party
from the notification given to them.
Article 7 — Robin des Airs obligations
💡 In plain terms: We handle your case seriously, keep you informed, pay you quickly and protect your data.
Robin des Airs undertakes to: (i) handle the case diligently; (ii) inform the Client at each key stage; (iii) pay the sums within 48 business hours after effective and irrevocable collection; (iv) expressly notify the airline of the existence of this mandate and of the exclusive payment instruction; (v) protect personal data in accordance with the GDPR.
Article 7 bis — Liability & best-efforts obligation
💡 In plain terms: We commit to doing everything to win, but no service can guarantee the outcome. If we make a mistake, our liability is capped.
Robin des Airs is bound by a
best-efforts (obligation de moyens) obligation and does not guarantee that compensation will be obtained. Except in the event of gross negligence or wilful misconduct, its liability is limited to
direct damages and
capped at the amount of the fee actually received on the case. Robin des Airs is not liable for the delays, refusals or decisions of the airline, the courts or the mediators.
Article 7 ter — Subcontracting & service providers
💡 In plain terms: We may entrust your case to a lawyer (at our cost); to do so we must be able to share your documents with them — you authorise us to do this.
Robin des Airs may,
at its own initiative and expense (Article 4.1), entrust all or part of the performance to
lawyers, judicial officers or technical service providers of its choice, acting
on its behalf; no direct contractual relationship is created between them and the Client by the mere fact of the mandate. The Client
expressly consents to Robin des Airs sharing with the strictly necessary lawyers and third parties the case data and documents,
solely for recovery purposes, in compliance with the
GDPR and the Privacy Policy. Robin des Airs remains responsible for the proper performance of the service towards the Client.
Article 7 quater — Closure for irrecoverability
💡 In plain terms: If the case is clearly hopeless, we may close it — you pay nothing.
Robin des Airs may end the case by reasoned notification if it appears, after analysis, that the claim is
manifestly irrecoverable (in particular carrier insolvency, time-bar, lack of basis under the Regulation). Such closure
gives rise to no indemnity on either side and, under the « No Win No Fee » principle,
no sum is due by the Client; the claim, if an assignment option had been exercised, is
automatically re-assigned to it.
Article 8 — Client obligations
💡 In plain terms: Give us accurate information, let us know if the airline contacts you, and do not cash anything without telling us.
The Client shall: (i) provide accurate information; (ii) send documents promptly; (iii) notify Robin des Airs within
24h of airline contact; (iv) not accept airline payment without notice; (v) not act in parallel without written consent. The Client
warrants the accuracy and truthfulness of the information and documents provided and
is liable for the harm caused to Robin des Airs by knowingly or grossly inaccurate or incomplete information ; it reimburses, where applicable, the costs wrongly incurred as a result. The Client further warrants that the claim has not been the subject of
any prior assignment, settlement, waiver or payment, that the same claim is
not already entrusted to a third party nor the subject of pending proceedings, and that it is the
sole holder of it (or duly authorised). It
holds Robin des Airs harmless from the direct consequences of any breach of these warranties and
remits any sums unduly received, this obligation being limited to direct damage attributable to the Client's breach.
Tout document falsifié, contrefait ou sciemment trompeur transmis par le Mandant entraîne l'
annulation immédiate et de plein droit du dossier ; Robin des Airs se réserve le droit d'engager toute action utile, y compris
pénale du chef d'usage de faux (article 441-1 du Code pénal), et de conserver les frais déjà engagés.
Article 9 — 14-day withdrawal & immediate start
💡 In plain terms: You can change your mind within 14 days, with no fee and no reason required.
Conformément aux articles L. 221-18 et suivants du Code de la consommation, le Mandant dispose d'un
délai de rétractation de 14 jours calendaires à compter de la signature,
sans avoir à se justifier et sans frais. Il peut exercer ce droit par toute déclaration dénuée d'ambiguïté — par exemple en envoyant un email à
contact@robindesairs.eu avec la mention « Je me rétracte — Réf. [numéro de dossier] », ou en utilisant le
formulaire-type de rétractation ci-dessous.
Conformément à l'article L. 221-25 du Code de la consommation, si le Mandant demande expressément l'
exécution immédiate du mandat avant l'expiration du délai de 14 jours (case cochée ci-dessous), Robin des Airs est autorisée à débuter les démarches sans attendre.
En cas de rétractation dans ce délai, et conformément au principe « No Win No Fee », aucune somme n'est due par le Mandant, y compris au titre des démarches déjà accomplies ; la créance lui est
rétrocédée de plein droit.
Formulaire-type de rétractation
(à compléter et à renvoyer uniquement si vous souhaitez vous rétracter)
À l'attention de
Robin des Airs, 66 avenue des Champs-Élysées, 75008 Paris —
contact@robindesairs.eu :
Je vous notifie par la présente ma rétractation du
mandat de représentation portant sur la réclamation d'indemnisation aérienne ci-dessous :
- Mandat signé le : …………………………
- Référence du dossier : …………………………
- Nom du Mandant : …………………………
- Adresse du Mandant : …………………………
- Signature (uniquement en cas de notification sur papier) : …………………………
- Date : …………………………
Article 9 bis — Minor passengers
💡 In plain terms: For a minor child, it is the parent or guardian who signs on their behalf.
For any minor passenger,
the legal representative signs alone, in their own name and on behalf of the minor ; the minor does not sign. The legal representative declares that they hold
parental authority (or the status of guardian) over the minor and
undertakes personally under the terms of this mandate, including as to the assignment of claim (Article 5 bis).
Article 10 — Confidentiality & GDPR
💡 In plain terms: Your data is used only for your case. Never resold.
Les données personnelles collectées sont utilisées exclusivement pour la gestion du dossier. Elles ne sont pas revendues. Conformément au RGPD, le Mandant dispose des droits d'
accès, de rectification, d'effacement, de limitation, de portabilité et d'opposition, ainsi que du droit de retirer son consentement, en écrivant à
expert@robindesairs.eu ; il peut également saisir la
CNIL. Les modalités complètes (finalités, durées de conservation, sous-traitants) figurent dans la
Politique de confidentialité.
Article 11 — Governing law, severability & disputes
💡 In plain terms: French law. In the event of a dispute, we first seek an amicable solution.
This mandate is governed by
French law. Disputes shall be resolved amicably within 30 days; failing agreement, competent courts apply.
Severability: if any provision of this mandate is held void or unenforceable, the others
retain their full effect, the provision concerned being deemed unwritten or reduced to the extent permitted by law.
Survival: the end of the mandate does not terminate the stipulations which, by their nature, survive — in particular
confidentiality and personal data, the
obligation to remit the commission in the event of payment after the end of the mandate in connection with the Incident,
intellectual property,
liability and
dispute resolution.