Frequently Asked Questions

Submitting claims

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

    Under EU regulation EC 261, only flight delays, cancellations, and boarding denials are covered. US law, on the other hand, only provides coverage for boarding denials due to overbooked flights. If your disruption is of a different nature, it is unlikely that we would be able to help you and we would encourage you to approach the airline directly. Even though they may have no legal obligation to compensate you, it never hurts to ask.

  • Why did I only receive 50% of my compensation?

    Under European regulation EC 261, if a passenger accepts re-routing for a canceled flight, the airline can reduce the amount of compensation paid by half, provided the passenger arrives at his or her final destination within a certain timeframe, relative to the scheduled arrival of the flight that was originally booked. That timeframe is based on the length of the flight as follows:

    Travel distance

    Total delay

    All flights less than 1,500 km

    Less than 2 hours late

    Flights within the EU over 1,500 km

    Less than 3 hours late

    Non-internal EU flights between 1,500 and 3,500 km

    Less than 3 hours late

    Non-internal EU flights greater than 3,500 km

    Less than 4 hours late

    Although compensation amounts for delayed flights are usually not affected by this rule, there is one exception:

    Travel distance

    Total delay

    Non-internal EU flights greater than 3,500 km

    Between 3 and 4 hours late

    In these particular cases, the compensation paid could also be reduced by half.

  • Are there any extra costs in case of legal action?

    Many times the airlines think they can get away with not paying rightful compensation. That is when we take legal action. There are many costs involved in taking legal action, but none for you. AirHelp will pay all the extra costs, including court fees and attorney’s fees. It does not matter, if the case is won or lost, AirHelp pays all the extra costs. If we win you compensation after legal action, we will charge the Legal Action Fee. See our Price List.
  • They canceled my flight and refunded my money. Can I still claim?

    As long as the airline did not provide at least 14 days’ notice and your flight is eligible under EC 261, the answer is yes—passengers can receive both compensation AND a refund. However, in order to receive the refund, airlines will often ask you to sign a waiver. Some waivers include a forfeiture of compensation clause, effectively making it impossible to also claim compensation. If you plan to file a claim, be sure to read the fine print on anything you sign.
  • Do airlines always give a reason for rejecting a claim?

    No. 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 the claim over to our contract lawyers for legal assessment. The next step is to contact the National Enforcement Body in your specific country and/or take the airline to court.
  • What happens when the airline wrongfully rejects my claim for compensation?

    If the airline refuses to pay out compensation, we hand the claim over to our contract lawyers for legal assessment. Unfortunately, we can't send all claims to the National Enforcement Body or take every claim to court, but we strive to fight the airlines whenever possible. A court decision can sometime open up opportunities for compensation to lots of other claims, so just because the airline rejects your claim doesn't mean all hope is lost for you getting your compensation.
  • What happens when the airline is not responsive at all?

    If the airline doesn't reply to us, we hand the claim over to our contract lawyers for legal assessment. The next step is to contact the National Enforcement Body in your specific country and/or take the airline to court.
  • What should I do if the airline contacts me personally after I have filed a claim with AirHelp?

    Sometimes the airline will contact you as soon as they receive news of your claim, in order to persuade you to accept a reduced sum. In this case, you should inform AirHelp as soon as possible.
  • How can I check the status of my claim?

    As soon as there is new information regarding your claim, we will inform you immediately via e-mail. If you have not heard from us, then it's likely that nothing has happened. However, you can always check status of your claim in your Dashboard.

  • How long does it take?

    This varies, but we try to get your compensation to you as soon as we can. Some airlines answer within two or three days - others answer within four to six weeks. Some never answer. We are always chasing up on claims, to push for a response from the airline. If the airline rejects your claim for compensation our lawyers will assess your claim and if feasible, send it to the National Enforcement Body or take the airline to court. This can take from six months to more than a year.
  • How do I submit a claim to AirHelp?

    It's very easy. Just click the "Start a claim" button and follow the five easy steps outlined there. If you have any difficulty, contact our Support team. We look forward to handling your claim.
  • How much does it cost to use AirHelp?

    There is no cost at all, unless your claim is successful—we don’t get paid until you do. We use fixed fees that depend on the type of the case. The fixed fee frequently corresponds to around 25% of the potential compensation. For more information, see our Price List.
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