Frequently Asked Questions
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Most asked questions
Can I claim any extra expenses that resulted from the flight disruption? (Hotel, new ticket, food, etc.)
AirHelp currently covers flight disruptions that are clearly defined by both EU law EC 261 and by the US Code of Federal Regulations. This includes defined compensation amounts for delays, cancelations, and boarding denials for EU flights and boarding denials due to overbooking on US flights.
While passengers can personally file additional claims directly with the airline for expenses due to flight disruptions, the law is less clear on the details, leaving much more of the process up to the airline’s discretion. Passengers must be able to document the expenses and prove that the airline is liable.
Travelers on international flights can file a claim with the airline under the Montreal Convention for reimbursement of damages, including incurred expenses due to flight disruptions. And EU passengers should take note that EU law requires airlines to cover expenses for meals and refreshments at the time of the disruption, under many circumstances.
Do connecting flights make a difference in terms of eligibility for flight disruptions?
In some cases, your flight disruption may be covered thanks to connecting flights, even if it would not normally be eligible for compensation on its own.
One example is if you are flying from Europe to the United States on a US airline, with a stop in the US. The first leg of the trip, from the EU to the US, would obviously be eligible for compensation under EU regulation EC 261. But the second flight—between two US cities—might also be covered, if the two flights are with the same carrier and part of the same flight reservation (under one booking reference number).
There is more information on our Know Your Rights page for EC 261, but if you have any doubts or questions about your disrupted flight’s eligibility, the fastest way to check is to use the AirHelp eligibility check and enter your flight details.
My airline refused to compensate me after my disrupted flight - what can I do?
If you think you’re entitled to compensation for your flight problem and the airline won’t do anything about it, not to worry! We can possibly still help you. File a claim for your flight to see if we can get that compensation for you. We’ll even take the airline to court if they don’t meet their legal obligation to you.
Your website says I’m not entitled to compensation. What can I do?
If our website tells you that your claim for compensation is ineligible, it is likely that it does not meet one of the conditions covered by AirHelp. These include:
- Delayed or canceled EU flights or boarding denials covered under EC 261
- Boarding denials caused by overbooking on US flights
If you believe your claim has been assessed wrongly, please contact us by email or telephone to discuss the matter further.
Am I entitled to compensation?If you recently experienced a delayed, canceled, or overbooked flight, you may be eligible for compensation. However, the laws differ quite a bit based on where you’re flying. Here’s a breakdown: If you’re flying within the US Flights within the US are only eligible for compensation if they are overbooked, you then are denied boarding, and the rerouted flight they put you on gets you to your destination one hour late or more. If you’re flying to or from Europe Flights to or from Europe are eligible for compensation if they are delayed, canceled, or overbooked due to a situation they could control. Situations that the airlines couldn’t control (such as a weather event) are exempt from compensation.
- Can you help me with lost luggage?
- What does Airhelp do?
- My claim for compensation was rejected by the airline. Can I still use AirHelp?
- Does AirHelp have a mobile app?
- Why AirHelp?
Air Passenger Law
- Can I claim any extra expenses that resulted from the flight disruption? (Hotel, new ticket, food, etc.)
- Do connecting flights make a difference in terms of eligibility for flight disruptions?
- My airline refused to compensate me after my disrupted flight - what can I do?
- Your website says I’m not entitled to compensation. What can I do?
- Am I entitled to compensation?
Documents and Privacy
- What’s a booking reference number and where can I find it?
- What is a flight confirmation and where can I find it?
- Do you share my information with others?
- What happens to my documents once you have them? Is it secure?
- Why do AirHelp need documents such as e-ticket or ID?
Fees and Payout Methods
- Why is it needed to call PayPal?
- How to remove “receiving limit”? - PayPal
- How to unblock foreign currencies / create EUR account while using PayPal?
- What is PayPal?
- How do I get Verified? - PayPal
- My type of flight disruption isn’t listed on the website - can I file a claim?
- Why did I only receive 50% of my compensation?
- Are there any extra costs in case of legal action?
- They canceled my flight and refunded my money. Can I still claim?
- Do airlines always give a reason for rejecting a claim?
- Is there any possibility that using the inbox scanner could compromise the security of my computer?
- Is there any cost of using your inbox scanner?
- Can I add multiple email accounts for scanning?
- My email provider is not on your list of supported providers. What can I do?
- How can I remove the inbox scanner’s access to my inbox?