Submitting a Claim

    Submitting a Claim

    I received a voucher/air miles from the airline, am I still entitled to compensation?

    This depends on the paperwork you signed at the time of your disruption. If the airline offered you vouchers or air miles that you weren’t required to sign for, then you are still entitled to compensation. However, be aware that airlines sometimes offer a voucher along with a waiver to sign. This often states that passengers forfeit their right to compensation.

    We encourage all passengers to carefully read the paperwork they are given from the airline and pay special attention to the fine print at the time of disruption and after.

    AirHelp operates on a “no win, no fee” basis, which means we promise to never charge you any advanced payment even if your claim goes to court. We will take care of all the legal proceedings and cover all the incurred costs including lawyers and court fees.

    Only when our efforts are successful and we win your court case, we will charge a legal action fee to cover the additional work involved in taking the case to court. Both the legal action fee and service fee will be deducted from the obtained compensation. However, AirHelp will never charge you more than 50% of your total compensation to cover our legal action and service fees.

    If you want to learn more about our fee structure, visit our Price List.

    What should I do if the airline contacts me personally after I have filed a claim with AirHelp?

    Some airlines will contact you as soon as they receive the claim from us. They typically do this to persuade you to accept a reduced sum of money, or offer you other forms of compensation rather than cash. If this is the case, please get in touch with us via our Contact Form or Live Chat, so our claim experts can direct you. Please keep in mind that such an offer is evidence of the airline’s liability – it’s actually a good sign that we’ll be able to get you the full compensation you lawfully deserve.

    How can I check the status of my claim?

    You can check the status of your claim anytime in the Claims & Flights tab of your Customer Dashboard.

    We will also keep you regularly updated regarding your claim’s progress via email.

    Don’t worry if your claim’s status hasn’t updated for a while. Some stages take longer than others, but this doesn’t mean that we aren’t taking care of your claim or following up on it regularly.

    What happens when the airline is not responsive at all?

    We send repeated reminders to the airline to pay your compensation to give them enough time to respond. However, if they do not respond to us within 3 months, we will hand over the case to our Legal Team to see what actions can be taken. They may try to contact the National Enforcement Body in your specific country, and depending on your case, may then take legal action against the airline.

    Am I entitled to both a refund and compensation?

    There are a couple of eligibility questions we’d need to check out, but in theory, yes! Passengers can receive both a refund of an airline ticket AND compensation for flight disruption.

    The most common situation is if your flight was canceled less than 14 days before departure. The airline will typically offer you an alternative flight, but if the flight times are too different you can opt for reimbursement of your flight – and you’re entitled to compensation too.

    The same applies if you have been denied boarding. You will be offered an alternative flight and compensation, but you can opt for reimbursement and compensation if you prefer.

    However, please be aware that in order to receive the refund, some airlines ask you to sign a waiver which may include a forfeiture of compensation clause, so please make sure to read the fine print carefully before you sign!

    What happens when the airline wrongfully rejects my claim for compensation?

    When an airline rejects a claim for compensation, the first thing we do is to double-check with our independent data systems to confirm the flight’s eligibility. If we find that the flight is eligible but that the airline won’t pay the compensation, we hand the claim over to legal experts, who will then look at what actions can be taken to get the airline to pay. We’ll be sure to update you on the status of your claim.

    As always, we operate on a no-win, no-fee basis, which means that you will not be charged unless we are successful in getting your money.

    Do airlines always give a reason for rejecting a claim?

    Unfortunately, they don’t. If the airline fails to provide a reason for the rejection, we treat the claim as if they did not answer at all and hand it over to our lawyers for a legal assessment. In some cases, it’s not possible to file lawsuits, in which case the final option is to contact the National Enforcement Body in your specific country.

    Why did the airline reduce my compensation by 50%?

    In accordance with EU regulations, airlines can reduce the compensation amount by half in one specific situation: if they offered you an alternative, “re-routed” flight to your final destination, which arrived within a couple of hours of your original flight.

    The exact time frame that the alternative flight must arrive in depends on the flight’s distance:


    Re-routed flight arrival time:

    All flights under 1,500 km

    Under 2 hours

    Flights within the EU over 1,500 km

    Flights outside the EU between 1,500 km – 3,500 km

    Under 3 hours

    Flights outside the EU over 3,500 km

    Under 4 hours

    If the re-routed flight arrived within the time frames above, the airline has the right to reduce the compensation owed by 50%

    How do I reset my password?

    If you have forgotten your password, and cannot log in to your account, please use the reset password link. You will be asked to enter the email address associated with your AirHelp Account so we can send you an email with the password reset instructions.

    How can I contact AirHelp?

    You can contact AirHelp via our LiveChat or, if you already have an existing claim with us, through our Contact Form after you log into your AirHelp account. You can also search this Help section for answers to the most frequently asked questions.

    Why was my claim rejected due to weather conditions when the weather was nice?

    Airlines will always monitor the weather conditions along the entire flight route, and not just at the departure point — because even if the weather was good at your starting airport, it may not be the case at your destination. Adverse weather conditions and poor visibility along the flight path can seriously impact air passenger and staff safety and are valid grounds for delaying or canceling a flight.

    However, we always double-check if the flight truly was delayed due to the weather. Bad weather conditions are a common reason for rejecting claims as these are considered extraordinary circumstances, and therefore do not qualify for compensation. That’s why we have our own independent systems to confirm weather reports and assess each claim individually.

    Why aren't you answering me?

    We always do our best to reply to each query as quickly as humanly possible, but due to the high volume of requests that we receive, it could take time for us to reply, so we ask for your continued patience. If you need immediate assistance, you can get in touch with us through our LiveChat.

    I was traveling with some friends and they’ve already received their compensation. Why haven't I received mine yet?

    There’s nothing to worry about! While we handle claims in the order they were submitted, the airline isn’t obliged to process them in the same order, which may result in situations like this. Please be assured that your claim is being handled by our professional teams and that we are determined to pursue your compensation. We’ll contact you as soon as we have an update.

    How do I cancel my claim?

    We’re sorry to see you go. When you submit a claim to us, you have 14 days to cancel the process. You can do so by either contacting our LiveChat, or by sending us a message via our Contact Form after you log into your AirHelp account.

    However, our Terms and Conditions state that you cannot cancel your claim after 14 has passed, or if we have already informed you that the airline has agreed to pay out. You can read our full Terms and Conditions here.

    How do I know if I am entitled to compensation and how much am I entitled to?

    You can check if you’re entitled to compensation for your disrupted flight(s) and how much are you entitled to via our Eligibility Check. It takes only a few minutes and is completely free of charge.

    How long does a claim take?

    The claim handling process depends on several factors, such as the documentation available to prove your case, the third parties involved, and how quickly they respond to our communications – even the time of year has an impact. Therefore, it is difficult to estimate a time frame for a specific claim.

    However, from our experience, the vast majority of the claims come to an end within 3-4 months. Some cases, including claims that go through legal proceedings, may take longer to be resolved.

    While we cannot guarantee how long your particular case will take, we do guarantee that we treat each case individually, ensuring we give it the attention it deserves.

    How do I use AirHelp?

    Simply go to our website and fill out your claim details here. You will then be guided through a claim submission where you will input your personal details, as well as details of your disrupted flight. In case you get stuck at any point or have questions, please don’t hesitate to contact our friendly Customer Support via Live Chat. We’re always happy to help!

    My type of flight disruption isn’t listed on your website - can I file a claim?

    Each claim is unique, and if you are unsure whether your claim is eligible for compensation, you are always free to check our easy Compensation Check to see if you qualify. It’s the fastest and easiest way to find out if you’re owed money.

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