AirHelp Pro Terms And Conditions
AirHelp Pro Membership lasts 12 months from the Subscription Date stated on Subscription Receipt. Upon completing the Subscription Payment, a new Member also accept these terms and conditions (the “Terms”), which is an agreement between a Member, and AirHelp.
1. Benefits Overview
- As a Member, you will enjoy one or more of the following Benefits in the event of a Trip Disruption:
- Lounge Access
- Concierge Service
- EC 261 Verification
- Your access to the Benefits depends on the type of Trip Disruption you have experienced. Here is a short summary:
|Trip Disruption||Cash||Lounge Access||Concierge Service||EC 261 Verification||AirTaxBack|
|Delay / Cancellation / Missed Connection / Diversion||$100||Yes||Yes||Yes||Yes
2. Trip Disruption Overview
- There are different types of Trip Disruptions and you should know the differences, since they come with different Benefits.
- It is only Covered Trips that entitle you to Benefits in the event of a Trip Disruption. So look further below to see what Covered Trips are.
- One Covered Trip cannot be deemed to have sustained more than one Trip Disruption. E.g. a Covered Trip cannot be deemed to have sustained a Delay and a Tarmac Delay.
- An event, where the aircraft departs more than two (2) hours later then your Scheduled Departure, except a Missed Connection or Tarmac Delay (“Delay”). We may use commercially available information to verify the Delay and determine the length of the Delay. In the case of a dispute, information from the Carrier of the delayed flight shall be considered the final authority on the Delay and the length of the Delay. If there is no reasonably available information from the Carrier of the delayed flight, AirHelp’s commercially available information shall be considered the final authority.
- An event, where the Carrier cancels a flight in your Covered Trip (“Cancellation”). We may use commercially available information to verify the Cancellation. In the case of a dispute, information from the Carrier of the cancelled flight shall be considered the final authority on the Cancellation. If there is no reasonably available information from the Carrier of the cancelled flight, AirHelp’s commercially available information shall be considered the final authority.
- An event, where the Carrier diverts a flight in your Covered Trip to another airport than the scheduled Destination (“Diversion”). We may use commercially available information to verify the Diversion. In the case of a dispute, information from the Carrier of the diverted flight shall be considered the final authority on the Diversion. If there is no reasonably available information from the Carrier of the diverted flight, AirHelp’s commercially available information shall be considered the final authority.
- Missed Connection
- An event, where you fail to board the Connecting Flight after arriving within 30 minutes of the Actual Departure of the Connecting Flight to your Final Destination, excluding Denied Boarding (“Missed Connection”). We may use commercially available information to verify the Missed Connection. In the case of a dispute, information from the Carrier(s) of the delayed flight and the missed flight shall be considered the final authority on the Missed Connection. If there is no reasonably available information from the Carrier(s) of the flights, AirHelp’s commercially available information shall be considered the final authority.
- Tarmac Delay
- An event, where you after boarding the aircraft of a flight in your Covered Trip and the aircraft has left the boarding area are inside the aircraft for more than three (3) hours before the aircraft either (i) returns to a boarding area and allows you to leave the aircraft or (ii) takes off (“Tarmac Delay”). To measure the length of the Tarmac Delay we will use the official information of the U.S. Department of Transportation or other similar governmental entity with the information and authority to define and accurately track airline tarmac delays. Alternatively, we may use commercially available information to determine the Tarmac Delay. In the case of a dispute, information from the U.S. Department of Transportation or other similar governmental entity with the information and authority to define and accurately track airline tarmac delays shall be considered the final authority on the Tarmac Delay. If there is no reasonably available information from the U.S. Department of Transportation or other similar governmental entity with the information and authority to define and accurately track airline tarmac delays, AirHelp’s commercially available information shall be considered the final authority.
- Denied Boarding
- An event, where you are denied boarding to a flight in your Covered Trip because it was overbooked (“Denied Boarding”). We may use commercially available information to verify the Denied Boarding. In the case of a dispute, information from the Carrier of the overbooked flight shall be considered the final authority on the Denied Boarding. If there is no reasonably available information from the Carrier of the overbooked flight, AirHelp’s commercially available information shall be considered the final authority
- Disruption Categories
- Delay, Cancellation, Missed Connection and Diversion are each considered a “Everyday Disruption”.
- Tarmac Delay and Denied Boarding are each considered a “Nightmare Disruption”.
- In the event that a Trip Disruption is a Delay and a Missed Connection, the Trip Disruption shall be considered a Delay. In the event that a Trip Disruption is a Delay and a Tarmac Delay, the Trip Disruption shall be considered a Tarmac Delay.
3. Covered Trips
- To better understand what a Covered Trip is, we have to get some more terminology in place. In these Terms, the following apply:
- “Leg”: The smallest unit in a Trip. Any departure and subsequent landing event, a single flight.
- “Journey”: Any combination of Legs that are not interrupted by a scheduled layover or stop of more than 24 hours. A Journey may be interrupted by a Connection, but will always end with a stop that lasts longer than 24 hours. For example: Travelling from Los Angeles to Paris from LAX-ATL (Air France 8459) with 2 hrs and 10 minutes transfer to the next Leg from ATL-CDG (Air France 689). In the example, the Journey consist of two Legs. Typically, a round-trip Booking would contain two Journeys, and a one-way Booking would contain one Journey.
- “Trip”: all flights on your Booking and consisting of one or more Journeys. For example: Travelling round-trip from New York to Paris via London and then returning from Paris directly to New York. All of these Legs together make up the Trip, London-Paris, Paris-London-New York. In the example, the Trip consists of two Journeys and three separate Legs.
- “Booking”: is a Trip that is uniquely identified by a combination of the Legs covered by the Trip, the dates of the Legs, your name and an airline booking reference number (often referred to as PNR – passenger name record) consisting of five to six letters and/or numbers. You will find all of this information in your booking confirmation. Examples of airline booking references: 14YUP, VLOVU, 457192.
- “Travel Documents”: is your booking confirmation, ticket and boarding card.
- “Departure Airport”: is the departure airport of a Leg pursuant to the Travel Documents.
- “Origin Airport”: is the Departure Airport of the first Leg in a Segment pursuant to the Travel Documents.
- “Destination”: is the arrival airport of a Leg pursuant to the Travel Documents.
- “Final Destination”: is the arrival airport of the last Leg of a Journey pursuant to the Travel Documents.
- “Scheduled Departure”: is the exact time (hh:mm) that a flight is scheduled to depart to a Destination pursuant to your Travel Documents. The departure is measured as the point of time the aircraft takes off.
- “Connection”: is a stop/layover between two Legs that is not scheduled to last longer than 24 hours pursuant to your Travel Documents. For the avoidance of doubt, if a stop/layover is scheduled to last longer than 24 hours pursuant to your Travel Documents, even if you do not leave the airport, the stop/layover is considered to be separating two Journeys and not two Legs.
- “Connecting Flight”: is a flight in combination with one or more additional Legs that are ticketed together under the same Booking and are intended to be flown in sequence.
- Covered Trips only include Trips with you as the passenger pursuant to the Travel Documents. It does not matter whether it was you or someone else who paid for the Trip, as long as the Trip was not a free trip. Paying for the Trip fully or partly with miles or other bonus currencies does not disqualify coverage.
- Covered Trips only include Journeys with all Departure Airports and Destinations in EU, Switzerland, Norway, Iceland, USA, Mexico and/or Canada. Examples:
- Reykjavik – Montreal. Covered.
- Los Angeles-Madrid-Oslo. Covered
- Mexico City – New York – London. Covered.
- Miami - Mexico City - Buenos Aires. Not Covered
- Bangkok – Helsinki. Not covered.
- Athens - Frankfurt-New York. Covered.
- New York – Paris – Dubai. Not covered.
- Berlin – Beograd – Athens – Not covered. (Serbia is not an EU-country)
- Covered Trips only include Journeys with no more than two Legs. For example: If your Journey is Mexico City (MEX) – New York (JFK) – London (LHR), then both of these Legs are covered and you are eligible for Benefits if a Trip Disruption occurs. If the Journey is composed of Legs from Mexico City (MEX) to Miami (MIA) to London (LHR) to Palma de Mallorca (PMI), the Journey is not covered and no Legs in the Journey are covered.
- Covered Trips only include Journeys that pursuant to your Travel Documents are scheduled to be operated during your Membership. Time of purchase of the Booking is not relevant for coverage.
4. Receiving Benefits
- If you during a Covered Trip suffer a Trip Disruption you are entitled to receive Benefits. As explained, the Benefits you are entitled to receive depend on the Trip Disruption in question.
- To receive your Benefits, you have to log onto your personal page, press the “Trip Disruption” button, select the relevant Trip Disruption and upload or e-mail us your booking confirmation. Without the booking confirmation, we will not be able to verify that you have a Covered Trip. In the event of a Denied Boarding, we also need the confirmation of denied boarding that you received from the Carrier.
- Once we have been able to verify that you have a Covered Trip, we will offer you the Benefits that you are entitled to. During a Membership, the maximum amount of each Benefit you can receive is five for Everyday Disruptions and one for Nightmare Disruptions. To exemplify, during a Membership, the maximum amount of cash Benefits you can receive is USD 500 for Everyday Disruptions and USD 1,000 for Nightmare Disruptions. Consequently, during a Membership, the maximum amount of cash Benefits you can receive in total is USD 1,500.
- You can claim the cash Benefit from the time of the Trip Disruption until three months after the expiry of your Membership. We will transfer the cash Benefit by crediting the credit card that you used to purchase your Membership, bank transfer or cheque at your choice.
- When AirHelp has paid the cash Benefit pursuant to the instruction of and method selection by you, AirHelp shall not be liable for:
- checks, prepaid debit cards, credit cards and similar lost in transit to you;
- any effect of you giving wrong bank account information, wrong address or similar, including, but not limited to, the cash Benefit being paid to the wrong receiver. If cash Benefit at the fault of the Member has been paid to a wrong receiver, AirHelp shall not be obligated to actively reclaim it.
- If you have purchased your Membership in EUR instead of USD, your cash Benefits are in EUR and not USD. E.g. your cash Benefit for a Delay is EUR 100.
- Lounge Access
- You can claim the lounge access Benefit from the time of the Trip Disruption until you leave the airport of the Trip Disruption. If your Leg from Rome to Paris is Delayed, the airport of the Trip Disruption is the airport in Rome. In case of a Missed Connection on the Journey Madrid to New York to Los Angeles, the airport of the Trip Disruption is in New York. The lounge access Benefit is provided one time per Trip Disruption, e.g. if upon exit of a lounge an additional payment is required to re-enter the lounge, such additional payment is not covered by the lounge access Benefit.
- Upon successfully claiming your lounge access Benefit, we will provide you with an electronic receipt or code that you will have to show at the relevant lounge to gain free access. To utilize the electronic receipt or code, you agree to the terms of our lounge partner and respect the rules of the relevant lounge.
- The lounge access Benefit is dependent on the opening hours of the supported lounges and the lounges actually supported by our partners. If the relevant lounge that you wish access to is not supported by our partners or open at the time you wish access, we will inform you of the lack of availability and will be released from our obligation to provide you with access.
- Concierge Service
- You can claim the concierge service Benefit from the time of the Trip Disruption until you leave the airport of the Trip Disruption, just like the lounge access Benefit.
- Upon successfully claiming your concierge service Benefit, we will help you find alternate flights. We will only provide you with options and are not responsible for the choices you make.
- EC 261 Verification
- You can always claim the EC 261 verification Benefit.
- Upon successfully claiming your EC 261 verification Benefit, we will help you determine if your Covered Flight entitles you to EC 261 compensation and benefits. If you chose to proceed with a EC 261 claim using the services provided by AirHelp, you accept AirHelp’s term & conditions for such service, which are available on AirHelp’s website here: AirHelp EC
- You can claim the AirTaxBack benefit, if a flight in your Covered Trip was Cancelled, and you did not board a replacement flight.
- Upon successfully claiming your AirTaxBack Benefit, we will help you through our partner, AirTaxBack Ltd., to receive the taxes, fees and charges (commonly known as “TFCs”) from the Carrier.
- In addition to limitations found elsewhere in these Terms, AirHelp’s obligation to provide you the Benefits do not apply in the following situations:
- you never intended to take the Covered Trip;
- in the event of a Cancellation, if the Cancellation was informed to you by the Carrier, travel agency, tour operator or other at least 48 hours before the scheduled departure of the Journey pursuant to your Travel Documents;
- you intentionally or unintentionally caused the Trip Disruption;
- you intentionally avoided or otherwise did not utilize any flight;
- any Trip Disruption caused by or resulting from force majeure, including, but not limited to, war or any act of war, whether declared or not, civil disorder, riot, or insurrection, acts of terrorism, acts of God, such as volcanic eruptions and earth quakes, accidental release, escape or dispersal of nuclear or radioactive contamination; pathogenic, poisonous, biological or chemical materials; or pollutants;
- any Trip Disruption caused by or resulting from labor protests or strikes;
- any Trip Disruption caused by or resulting from a bird or lightning strike;
- any Trip Disruption caused by air traffic control air space limitations;
- any Trip Disruption caused by or resulting from the commission of or attempt to commit a felony by you, a family member, a traveling companion, or business partner, whether a Member or not;
- any Trip Disruption if your Travel Documents do not contain specific travel dates (such as open tickets);
- any Trip Disruption that occurs at a time when you are not a Member;
- any Trip Disruption, if you have intentionally concealed or misrepresented any material fact or circumstance relating to the Membership, any claim, or any proof of Trip Disruption.
You may not assign any of your rights, privileges or Benefits under the Terms. AirHelp may assign its rights and obligations pursuant to these Terms to any entity within the corporate group of AirHelp and its affiliates.
- Concealment or Fraud
We are not obligated to provide the Benefits, if you have intentionally concealed or misrepresented any material fact or circumstance relating to the Terms or a claim for Benefits.
- Governing Law
These Terms are governed by the state laws of Washington D. C., USA.
- Entire Contract
These Terms represent the entire contract between you and AirHelp. AirHelp is authorized to alter these Terms and to set forth additional conditions at any time and without notice. Should any provision of these Terms be or become void, illegal or unenforceable, this shall not affect the validity of the remaining provisions in any way whatsoever. The English version of these Terms shall prevail in case of inconsistency to any other language version.
- Legal Action – US, Canadian and Mexican residents only
Any dispute shall be governed by Mediation and Arbitration as set forth below. To the extent applicable law does not allow for mediation or binding arbitration the Member waives the right to a jury trial in any legal action asserted under or in connection with the Terms. The prevailing party in any lawsuit related to the Terms shall be entitled to reimbursement of all reasonable costs and expenses associated with the lawsuit, including attorneys’ fees. Any lawsuit related to these Terms must be brought where the dispute arose and in a court of competent jurisdiction within the United States.
- Mediation – US, Canadian and Mexican residents only
Prior to the initiation of an Arbitration as to any issues in dispute under these Terms, AirHelp or any Member shall conduct a mediation pursuant to the Judicial Arbitration, Mediation and ADR Services (“JAMS”) by written notice to either Party. If JAMS is no longer in existence at the time of the potential dispute, then AirHelp may refer the potential dispute to the successor to JAMS or to a comparable alternative dispute resolution provider. Upon receipt, the Chairman of JAMS shall appoint a single neutral arbitrator from JAMS to resolve the potential dispute in the jurisdiction where the dispute arose. The arbitrator appointed shall follow the JAMS dispute resolution protocol. Any Mediation shall be resolved in sixty (60) days.
- Arbitration – US, Canadian and Mexican residents only
If any dispute cannot be resolved by Mediation above, AirHelp and one or more Member(s) with respect to the rights of such Member(s) under these Terms, shall be submitted to binding arbitration, which shall be the sole forum for the resolution of disputes under or in connection with these Terms, if Mediation is unsuccessful, upon the written request of any party. The Commercial Arbitration Rules of the American Arbitration Association shall apply, except with respect to the selection of arbitrators, the payment of arbitration fees and costs, the location and the entry of the arbitration award.
Selection of Arbitrators: One arbitrator shall be chosen by one side and another arbitrator by the other side, and a third arbitrator shall be chosen by the first two arbitrators before they enter into arbitration. All arbitrators shall be disinterested.
Payment of Arbitration Fees and Costs: Each side shall pay the fee of its chosen arbitrator and half the fee of the third arbitrator. The remaining costs of the arbitration, including legal fees and disbursements, shall be paid as the written decision of the arbitrators directs, with it being expressly understood that the intention is to favour reimbursement of such fees and expenses to an insured that has brought a meritorious dispute. The fees to be borne by a side consisting of more than one party shall be divided equally among such parties.
Location: Any arbitration hereunder shall take place in New York, New York, unless otherwise mutually agreed upon by the two sides.
Entry of Arbitration Award: Judgment upon an arbitration award hereunder may be entered in, and enforced by, any court of competent jurisdiction
- Legal Action – EU, Norwegian, Icelandic and Swiss residents only
Any dispute shall exclusively be settled by the Copenhagen City Court, Denmark, in first instance.
- Your Membership terminate automatically upon the expiration of your Membership period. You may also cancel your Membership at any time, but without any refund of your paid Membership Fee.
- AirHelp may cancel your Membership at any time for non-payment of your Membership fee by giving you a 10-day notice period by e-mail.
- AirHelp may cancel your Membership for any reason by giving you a 90-day notice period by e-mail.
- AirHelp may cancel your Membership with immediate effect by e-mail for the following reason(s):
- you have given a material misrepresentation in obtaining the Membership or in the presentation of a claim for Benefits under these Terms; or
- you have failed to comply with the Terms.
- AirHelp will e-mail the notice of cancellation to your last e-mailing address known to AirHelp. The notice of cancellation will state the effective date of cancellation and the reason for the cancellation. If the Membership is cancelled, the Company will send you any Membership fee refund due. Refunds will be calculated on a pro-rata basis. The cancellation will be effective even if AirHelp has not made or offered a refund.
- Following termination, regardless of its kind, section 6 of these Terms shall continue to be in force between you and AirHelp.
8. Data Protection
- AirHelp will only use the personal data provided by you for the purpose of providing you Benefits in accordance with these Terms and with respect of all applicable privacy and data protection laws. You provide AirHelp with personal data under the Personal Data Protection Act or other data protection laws that may be applicable, with the explicit permission to process the personal data given and for the use thereof in the context of these Terms.
- AirHelp will only transfer the personal data to third parties under the conditions as listed below:
- if you have given consent;
- if it is for a purpose directly related to the original purpose for which the personal data was collected;
- if it is necessary for the preparation, negotiation and fulfilling of a contract with you;
- if it is required due to legal obligation, administrative or court order;
- if it is required for the establishment or protection of legal claims or in defence of court actions; or
- if it serves the prevention of misuse or other illegal activities, such as deliberate attacks, to ensure data security.
- On request by AirHelp, you will provide AirHelp with all data or information that is required for the execution of these Terms. You warrant that the data and information provided is correct, complete and true. You agree to fully indemnify AirHelp in all respects for all third-party claims including, but not limited to, incorrect Member communication, provision of incorrect data/information and fraudulent conduct.
9. Other Definitions
- In addition to other terms defined in these Terms, the below terms shall have the following meaning:
- “AirHelp” or “we”: AirHelp Limited, a company incorporated in Hong Kong with its registered office at 9B Amtel Building, 148 Des Voeux Road Central, Central, Hong Kong (CB No. 1926223, BR No. 61625023-000).
- “Carrier” means an air conveyance operated under a government license for the transportation of passengers for hire, operates according to a regular and published timetable, and for which the Member’s Covered Flight was purchased.
- “EC 261”: Regulation (EC) No. 261/2004 of the European Parliament and of the Council dated 11 February 2004, establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delays of flights.
- “Member” or “you”: individual that has accepted these Terms and paid the Subscription Payment.
- “Subscription Date”: the day in progress pursuant to Central European Time 24 hours after you have completed the Subscription Payment.
10. Consumer’s Cancellation Policy
- If you qualify as a consumer pursuant to the Danish Consumer Agreements Act i.e. you are a natural person who enters into a legal transaction for a purpose that is neither your commercial nor your independent vocational activity, you have a statutory right of cancellation. You can cancel your Membership within 14 days (e.g., letter, fax, e-mail) without the need to specify any reasons. The period will start running when you have accepted these Terms. To cancel the Membership, the cancellation must be mailed within the 14-day period. The cancellation must be sent to:
9B Amtel Building
148 Des Voeux Road Central
e-mail: [email protected]
by using the following formula:
“I hereby cancel my Membership of AirHelp Pro with immediate effect."