AirPayout Insurance

    AirPayout Insurance

    What's the difference between compensation and a payout?

    Compensation is the money paid to you by the airline to make up for a flight delay or cancellation. The amount you’re entitled to depends on the regulations that apply to your flight, and if your flight is eligible. AirHelp is an expert in claiming this compensation, but the money is never guaranteed. 

    A payout is an additional €100 insurance payout, which you can get on top of compensation because you have extra protection with AirHelp+. In many cases, you can get both a payout and compensation.

    I received a message from AirHelp+ that I am eligible for payout. How long do I have to request it?

    You have 28 days to request your payout and provide us with your bank details. After 28 days your payout will no longer be valid as per our Terms and Conditions.

    Am I eligible for AirPayout if I have a missed connection and arrive at my destination late?

    AirPayout insurance does not cover missed connections. You will only receive your payout if the flights which you’ve registered on your dashboard are delayed by 3 hours or more, canceled within 28 days before departure, or diverted. Trips that were not registered on your dashboard are not covered.

    Trips have to be added to your AirHelp+ dashboard at least 48 hours before departure.

    What is AirPayout?

    AirPayout is insurance made easy. AirPayout proactively tracks your flight and swiftly pays you €100 for flight issues. This is in addition to compensation from the airline.

    You'll get €100 any flight on your trip is:

    • Delayed by 3 hours or more on arrival

    • Canceled in the 28 days before departure

    • Diverted

    There's no paperwork or signature required and it lands in your bank account in days. We monitor your flights and notify you when you're eligible for a payout.

    For a trip to qualify for AirPayout, you’ll need to add it to your dashboard at least 48 hours before departure.

    How do I claim my AirPayout?

    If any flight in your trip is canceled 28 days before departure or less, was diverted, or arrives 3 or more hours late, AirHelp will automatically track the flight and email you an eligibility confirmation to claim your one-time €100 AirPayout.

    You will be prompted to add your bank details, booking confirmation, and ID. It may take a few days for the money to show up in your bank account. 

    How do I buy AirPayout insurance?

    AirHelp+ members get AirPayout bundled into their subscription. It is not currently sold separately.

    The number of trips covered by AirPayout varies depending on your chosen plan.

    For the insurance to apply, you must add trip details to your AirHelp+ dashboard at least 48 hours before the scheduled departure of the first flight.

    I added my trip to the dashboard, why isn’t it protected by AirPayout insurance?

    To get the benefits of AirPayout, you must add trip details to your AirHelp+ dashboard at least 48 hours before the scheduled departure of the first flight. If you add flights less than 48 hours before they’re due to depart, the trip will not be protected.

    Additionally, AirPayout will not apply on trips you add to the dashboard if one of the flights has already been delayed or canceled.

    In what situations will I get paid if I have AirPayout insurance?

    If you have protected your trip with AirPayout you will receive a one-time €100 payout in the following situations:

    • Any flight in your trip is canceled by the airline 28 days before departure or less.

    • Any flight in your trip is diverted from its original destination.

    • Any flight in your trip arrives at its destination 3 or more hours later than scheduled.

    Unlike compensation for flight disruptions, the cause of the problem is not important, and you will receive your €100 even if the airline is not at fault.

    What is a diverted flight?

    A diverted flight is one where the flight takes a different route or lands at a different airport than originally scheduled.

    For example, if your flight was scheduled to land at London Heathrow, but for some reason it lands instead at London Gatwick, that is considered a diverted flight.

    How long does it take to get my AirPayout money?

    Once you have supplied your ID, booking confirmation, and bank details it may take a few days before the money shows up in your bank account.

    Is it safe to share my bank details?

    Yes. We take data security and privacy very seriously. Therefore, we would like to assure you that our data protection policy on the processing, sharing, and storing of all personal information, including bank details, is fully compliant with all EU data protection regulations, including the General Data Protection Regulation (GDPR).

    You can read the AirHelp Privacy Policy here.

    Does AirPayout work if I cancel the flight myself?

    You are only entitled to a €100 AirPayout for cancellation where the airline cancels your flight. 

    Unfortunately, we are not able to cancel AirPayout protection if you decide not to take the flight.

    Does AirPayout cover all of my flights?

    AirPayout covers trips rather than individual flights.

    How many flights are part of the same trip is up to you. But you should know that there’s a maximum of 1 payout per trip. So if 2 separate flights on the same trip are disrupted, you’ll only receive the €100 payout once.

    The number of trips covered by AirPayout varies depending on your chosen plan. 

    Can I add AirPayout insurance for all passengers traveling with me?

    AirPayout only protects the trips of AirHelp+ members. Co-passengers are not covered by your subscription, they need to purchase their own.

    How much time does it take to confirm I’m eligible for the AirPayout money?

    We aim to confirm eligibility as quickly as possible. If a disruption occurs (i.e. your flight is canceled within 28 days before departure, was diverted, or is delayed 3 hours or more on arrival) AirHelp will confirm your eligibility for the €100 payout within at least 36 hours of the disruption occurring. 

    My flight was disrupted, why haven’t I received an AirPayout eligibility email?

    You should receive an AirPayout email from AirHelp if any of the following disruptions occur: 

    • Your flight is canceled by the airline 28 days before departure or less.

    • Your flight is diverted from its original destination.

    • Your flight arrives at its destination 3 or more hours later than scheduled.

    If you believe your flight qualifies for a payout, but have not received a notification from AirHelp, you can request a review of your claim.  

    I believe I am eligible for AirPayout. Why is AirHelp saying I'm not?

    To ensure all decisions are fair, AirHelp uses data from multiple independent third parties to monitor the status of all flights. It is this third party data that will determine when a flight qualifies for a payout.

    This information is considered final, and cannot be disputed by either AirHelp or the customer. However you can request that your claim be reviewed by our insurance partners

    When do I not get AirPayout insurance?

    AirPayout cannot insure your flight disruption in the following cases:

    • If you do not have a valid booking confirmation or boarding pass. 

    • Your flight was canceled more than 28 days before your scheduled departure. 

    • Your flight was affected as a result of: 

      • Foreign or civil war. 

      • Threat of explosives, radioactive waste, or any other source of radiation. 

      • Declaration of health emergencies such as a pandemic or epidemic. 

      • Any losses, damages, liability, or expense caused by a cyber act or cyber incident. 

    • If an event disrupts air traffic for more than 7 days — examples include strikes, public demonstrations, or extreme weather. In these cases AirPayout will pay for all flight delays and cancellations that occurred within the first 7 days of the air traffic disruption. If your flight falls on the 8th day or later of an ongoing disruption, it will not be covered.

    My flight was delayed or diverted and is eligible for AirPayout — but I was not onboard. Will I receive the payout?

    One of the conditions of AirPayout is that you were onboard the flight that was delayed or diverted. If you declare that you were not onboard, we cannot make the payment.

    This condition does not apply for canceled flight disruptions.

    I have provided my bank account details but I have not received my AirPayout money yet

    Once you have supplied your bank details, It may take a few days for the money to show up in your bank account.

    However, in spite of our best efforts, there may be situations where it may take longer for the banks to process the payment.

     If you have not received the money after 7 working days, please contact our agents using our online chat or at [email protected].

    Which countries’ bank accounts are currently supported by AirPayout?

    You can receive your payout if your bank account is based in one of the following countries: 

    • Andorra

    • Argentina

    • Armenia

    • Austria

    • Azerbaijan

    • Bahrain

    • Belgium

    • Bosnia and Herzegovina

    • Brazil

    • Bulgaria

    • Cameroon

    • Canada

    • Chile

    • China

    • Colombia

    • Costa Rica

    • Croatia

    • Cyprus

    • Czechia

    • Denmark

    • Dominican Republic

    • Ecuador

    • Egypt

    • Estonia

    • Faroe Islands

    • Finland

    • France

    • French Guiana

    • Gabon

    • Germany

    • Greece

    • Guadeloupe

    • Guatemala

    • Honduras

    • Hong Kong

    • Hungary

    • Iceland

    • India

    • Indonesia

    • Ireland

    • Israel

    • Italy

    • Ivory Coast

    • Japan

    • Jersey

    • Jordan

    • Kosovo

    • Kuwait

    • Latvia

    • Liechtenstein

    • Lithuania

    • Luxembourg

    • Malaysia

    • Malta

    • Martinique

    • Mayotte

    • Mexico

    • Moldova

    • Monaco

    • Morocco

    • Netherlands

    • New Caledonia

    • New Zealand

    • Norway

    • Oman

    • Peru

    • Philippines

    • Poland

    • Portugal

    • Qatar

    • Réunion

    • Taiwan

    • Thailand

    • Turkey

    • Ukraine

    • United Arab Emirates

    • United Kingdom

    • United States

    • Uruguay

    If you country is not on the list above, please contact us through our online chat or email [email protected] so we can collect your bank account details and send your payout.

    Will I receive AirPayout in my currency?

    The AirPayout is €100, and this is the amount we will send to your bank account. However the actual amount that you receive in your account will be in your account’s currency, and will depend on the current exchange rates applied by your bank.

    Who is the AirPayout money sent to?

    The payout can only be sent to the AirHelp+ member.

    How can I make a complaint about AirPayout?

    If you are dissatisfied with AirPayout or the service you received we want to know about it. Please fill out our complaint form, which will be reviewed by our insurance partners.

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