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    How do I know if I’m entitled to compensation?

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    AirHelp+

    • What is AirHelp+?

      AirHelp+ is a premium prepaid service that grants you full access to AirHelp expertise, should a flight disruption occur. There are two plans available:

      • Annual Membership: Our annual membership covers a period of 12 months, and applies to any flight disruptions you may experience starting from the date of purchase. During this time you are given access to all AirHelp claiming services.

      After purchasing the Annual Membership, we will process any claims you submit for disruptions encountered during the 12-month period free of charge.

      • Per-Booking Plan: Our Per-Booking Plan gives you access to all AirHelp claiming services covering a specific booking for which you purchased AirHelp+. After purchasing AirHelp+, we will process any claims on the specific booking free of charge.

      After purchasing the Per-Booking Plan, we will process any claims you submit for the specific booking free of charge.

    • How can I buy AirHelp+?

      You can buy an AirHelp+ Annual Membership online here.

      The AirHelp+ Annual Membership will also be offered to you if you have already put forward a successful claim with us, offering you easy access to our services for the coming year. If you do choose to purchase AirHelp+, the price will simply be deducted from your compensation amount.

      You can purchase the Per-Booking Plan by adding AirHelp+ to your basket while booking your flight ticket with one of our partnering travel agencies. You can also purchase it as part of a travel insurance policy.

    • What are the benefits of purchasing AirHelp+?

      AirHelp+ provides you with access to all AirHelp services, such as confirming eligibility for compensation and claiming compensation for your disrupted and overbooked flights. AirHelp+ customers also have access to the following additional services: claiming compensation for damaged or lost luggage, and claiming compensation for any additional expenses incurred due to a flight disruption. We will process all claims for AirHelp+ users free of charge, in line with our terms and conditions.

    • How do I submit a claim with AirHelp+?

      Simply log in with the email address you used to sign up for AirHelp+ and follow the prompts to start a claim. Your claim will automatically be processed without any fees, getting you your full compensation. Claims including lost or damaged luggage, or seeking reimbursement for extra expenses need specific documentation like luggage tags, PIR, and proof of purchases.

    • I have AirHelp+ but my flight isn’t eligible for compensation - what should I do?

      AirHelp+ is a prepaid service that gives you access to our services, free of charge — it is not an insurance provider. Whether your flight is eligible for compensation will depend on the circumstances of your particular disruption. For example, disruptions caused by extraordinary circumstances are excluded.

      However, even if your flight isn’t eligible for monetary compensation, you still have access to our expertise. At your request, we can look for other ways to pursue your claim, including requesting other forms of compensation, such as vouchers or Air Miles. Please contact us via email at [email protected] for details.

    • I have AirHelp+, but your website rejected my claim - what should I do?

      If you have AirHelp+ coverage and can’t submit a claim via our website, please contact us via email at [email protected].

      Please note that our website eligibility check tool is, at the moment, designed only for our standard service. This concerns claims that fall under the European regulation EC 261, The U.S. Code of Federal Regulations, or the Brazilian ANAC regulations.

      If you need any further assistance, you can always contact our customer support via Live Chat.

    • How can I get the money I was promised by the travel agency when I purchased the insurance?

      Please note that AirHelp+ is not a travel insurance plan. AirHelp+ provides you with access to our flight compensation services in the case of flight disruption or breach of your air passenger rights. If you have added AirHelp+ to your booking, we will provide you with access to our expertise on international air passenger rights and process your claim free of charge, in accordance with the applicable procedures. All you need to do is to email us at [email protected].

    • Can AirHelp apply for a ticket refund on my behalf?

      AirHelp is a flight compensation service and our AirHelp+ customers get full support claiming any flight compensation they’re entitled to, as well as access to our air passenger rights experts’ knowledge and advice.

      Unfortunately, we are not currently able to assist passengers with rebooking flights, or obtaining a refund, as this must be handled directly with the airline or travel agent where you made the booking.

    • What is Telemedico?

      Telemedico is an intuitive telemedical platform that offers remote consultations with doctors of various specialties via the internet or telephone, with 24/7 service, 365 days a year. We’ve teamed up with Telemedico to offer their service as a part of select AirHelp+ memberships.

    • What’s included in my AirHelp+ with Telemedico membership?

      Your AirHelp+ membership provides you with access to all AirHelp services, including: 

      • Confirming eligibility for compensation and claiming compensation for your disrupted and overbooked flights. 
      • Claiming compensation for damaged or lost luggage.
      • Claiming compensation for any additional expenses incurred due to a flight disruption (hotel bookings, flights, etc.)

       

      Your bonus Telemedico membership gives access to one free online doctor appointment per month, enabling you to:

      • Access doctors 24/7 during your trip abroad for advice, diagnosis, treatment, and prescriptions.
      • Choose a time of consultation and communication method.
      • Ask your doctor one follow-up question within 24 hours after the consultation.
    • How do I make a Telemedico appointment?

      Activation instructions for Telemedico will be included in your AirHelp+ purchase confirmation email. After activating your Telemedico account, you’ll be able to log in and book a consultation. You’ll be prompted to choose a specialist, your preferred channel of communication, and a date and time that is convenient for you.

    • What is Bidroom?

      Bidroom is a subscription accommodation platform that works directly with hotels to provide travelers with the best prices on their stays. This means that prices are typically about 25% cheaper than other booking websites. 12-month memberships are normally available for €29 per year, but we’ve teamed up with Bidroom to offer their service as a part of select AirHelp+ memberships. For more detailed information on Bidroom, check out their website.

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