Frequently Asked Questions

    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, cancellations, 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. Travellers 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.
    • Are delayed flights eligible for compensation?

      The answer depends on your flight details. EU flights – EU flights should be eligible for compensation if the flight and the delay meet some basic criteria:
      • The flight must be arriving at an EU airport on a European carrier or departing from an EU airport on any airline.
      • The delay must be greater than 3 hours at the passenger’s final destination.
      US domestic flights – Delayed flights from one US city to another with US carriers are not usually eligible for compensation. International flights – Flights from one country to another, even within the EU, may be eligible for expenses or damages resulting from the delay. There is more information on our Know Your Rights pages, 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.
    • How do I know if I’m entitled to compensation?

      You can check the eligibility of your claim via our webform. It is completely free of charge, no obligation. It only takes 3 minutes and can give instant feedback as to the eligibility of your claim.
    • 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.
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