AirHelp+ Service Catalog

1. INTRODUCTION

The AirHelp+ Service Catalog is our complete list of the AirHelp+ Services that may be available to you as an AirHelp+ Member.
The AirHelp+ Services are governed by the Terms, and the Privacy Statement. Our Fees will apply.
Remember the AirHelp+ Services may be provided by AirHelp Third Parties and their features and availability may be subject to change from time to time.
By purchasing AirHelp+, Members acknowledge that AirHelp+ is not an insurance product or substitute for an insurance product, and as with the Compensation Services and other services described herein, AirHelp makes no warranty or representation that you will obtain Flight Compensation. AirHelp uses its Discretion in determining how and when to provide the Compensation Service in accordance with the Terms, and a Member will not be entitled to a refund where AirHelp decides not to pursue a Claim.

2. DEFINITIONS

The AirHelp+ Service Catalog should be read in conjunction with our Terms, where you will find all the defined terms used here.

3. AIRHELP+ MEMBERSHIP PLANS

AirHelp+ has different membership plans. Not all membership plans include all of the services and features described in this Catalog. Each membership plan has its own combination of AirHelp+ services and features and limitations on their usage. You can purchase an AirHelp+ membership plan through the AirHelp website or through an AirHelp partner such as an online travel agency or other third party.
The current membership plans available for purchase on AirHelp’s website are described in our AirHelp+ page, and the membership fees in Our Fees.
If you already purchased your AirHelp+ membership, have an older plan, or didn’t purchase your AirHelp+ membership through our website but through a partner such as an online travel agency, then your membership plan will likely differ from the current ones published on our website.
To review the specific benefits included in your subscription, please refer to the confirmation email you received after purchase or check the “Plan & Benefits” section on your AirHelp+ Dashboard. Alternatively, you can contact us via email at [email protected].
AirHelp+ Membership may be purchased either as:
1. A single booking via a third party. This membership is offered as an additional service during a flight booking with the AirHelp Third Party. The membership covers those flights only.
2. A yearly subscription via AirHelp directly.This membership covers flights that occur within the given time period.

4. COMPENSATION SERVICE

AirHelp+ Members are entitled to the Compensation Service as described in the Terms without the deduction of the Service Fee and Legal Action Fee. Use of the Compensation Service for yearly memberships shall be limited to one Claim per month and twelve (12) Claims per calendar year.
In accordance with the Terms, AirHelp makes no warranty or representation that you will obtain Flight Compensation. AirHelp uses its Discretion in determining how and when to provide the Compensation Service in accordance with the Terms, and you will not be entitled to a refund of your Membership fee where AirHelp decides not to pursue a Claim. You acknowledge that AirHelp uses its Discretion whether or not to pursue Claims under less developed Air Passenger Rights, in particular where a Claim may fall outside of EC 261 or UK 261.
The Service Fee and Legal Action Fee will not be refunded to the Member for flights that were disrupted prior to the commencement of the Membership or requests for Compensation Services made after Membership has expired or otherwise been terminated.
Compensation Claims must be raised:
1. During the Membership Period.
  Members who have chosen not to renew their Membership may file a Claim originating from a disruption or cancellation during the Membership Period, no longer than 14 (fourteen) days after the Membership has expired (grace period).
2. Within 60 (sixty) days of the date of the flight

5. FLIGHT STATUS

Members will have free access to flight status information, which will be shown for your flights in the Mobile App, your AirHelp+ Dashboard and via email.
AirHelp makes no warranty with respect to the reliability, accuracy, or correctness of the flight status information. The flight status presented is directly obtained by an AirHelp Third Party and is not binding. Members must still follow the original scheduled times and any Airline and airport instructions.

6. ADDITIONAL PROTECTION

General

Depending on the type of AirHelp+ Membership you have purchased, you may qualify for one or more of our Additional Protection products described in this section.

Our Role as Intermediary
Please note that AirHelp is not an insurance company. AirHelp operates as a registered insurance intermediary in accordance with German regulation. AirHelp does not act as a risk bearer itself but assumes a function as an intermediary for the insurance products described below.

Insurance Provider and Policy
When you benefit from one of our Additional Protection products, purchased prior to April 1, 2025, the product is being provided under and governed by the Master Insurance Policy “Flight Delay Upon Arrival Diversion and/or Cancellation” issued to AirHelp as the Master Policyholder (Certificate number: AHPLUS100010424) by battleface Underwriting Services SRL on behalf of Eir Försäkring AB; for purchases on or after April 1, 2025, the product is being provided under and governed by the Master Insurance Policy “Flight Delay Upon Arrival, Diversion and/or Cancellation, and Luggage Delay/ Loss Upon Arrival and/or Missed Connection” issued to AirHelp as the Master Policyholder (Certificate number: AHPLUS100010425) by battleface Underwriting Services SRL on behalf of Eir Försäkring AB.
Full insurance policy documents can be downloaded from your AirHelp+ Dashboard.
Any unused cover units offered as part of your AirHelp+ subscription cannot be carried forward into the next subscription period.
Flight Insurance
This benefit provides a fixed payment if your flight is significantly delayed, diverted, or canceled.
1. What is covered?
  A fixed sum of EUR 100 for an outbound or return flight in the event of one of the following:
  1. Delay: Your flight is delayed by 3 hours or more upon arrival at its final destination.
  2. Diversion: Your flight is diverted and lands at a different airport than the one originally scheduled.
  3. Cancellation: Your booked flight is canceled by the airline within 28 days of its scheduled departure date.
2. To be eligible, you must:
  1. Be a person with a valid AirHelp+ subscription.
  2. Register your trip on the AirHelp+ dashboard or in the AirHelp Mobile App at least 48 hours before the scheduled departure time of the first flight.
  3. Ensure the flight is scheduled to depart from or arrive at an official commercial airport with an IATA code.
  4. For delays, must have boarded the flight and have a valid boarding pass
3. How to make a claim:
  1. You must notify us and provide all supporting evidence within 28 days of the flight delay, diversion, or cancellation.
  2. You must provide all of the following documents:
    1. Proof of your flight booking (Booking confirmation/boarding pass with passenger, route and flight details clearly visible).
    2. Any communication from the airline confirming the disruption.
    3. A copy of your passport or other official ID (e.g., national identity card, driver's license).
4. What is not insured (Specific Exclusions):
  1. Cancellations made by the airline more than 28 days before the scheduled departure.
  2. Missed connecting flights.
  3. Flights canceled by you, the Covered Individual.
Luggage Insurance
This benefit provides a fixed payment if your checked in luggage is delayed or lost upon arrival.
1. What is covered?
  1. A fixed sum of EUR 100 for one item of delayed or lost luggage on an outbound or return flight.
  2. Coverage applies only to luggage after it has been checked in with the airline at the airport where your journey begins.
2. To be eligible, you must:
  1. Be a person with a valid AirHelp+ subscription.
  2. Register your trip on the AirHelp+ dashboard or in the AirHelp Mobile App at least 48 hours before the scheduled departure time of the first flight.
  3. Have checked in your luggage at the departure airport.
3. How to make a claim:
  1. You must notify us and provide all supporting evidence within 28 days of the luggage delay or loss occurring.
  2. You must provide all of the following documents:
    1. A valid Property Irregularity Report (PIR) with your name on it.
    2. A copy of your luggage tags.
    3. Boarding pass.
    4. A copy of your passport or other official ID (e.g., national identity card, driver's license).
4. What is not insured (Specific Exclusions):
  1. Any hand luggage that has not been checked in.
  2. Any luggage delay or loss that is not reported to the airline and evidenced with a valid Property Irregularity Report (PIR).
  3. Any Property Irregularity Report (PIR) not issued in the name of the AirHelp+ member.
  4. The number on the luggage tag provided by you does not match with the luggage tag number mentioned in the Property Irregularity Report (PIR) issued by the airline.
Missed Connection Insurance
This benefit provides a fixed payment if you miss a connecting flight due to a prior flight disruption.
1. What is covered?
  A fixed sum of EUR 200 if, while on a covered trip, you miss a connecting flight and arrive late at your final destination because a prior flight on the same booking was delayed, diverted, or canceled.
2. To be eligible, you must:
  1. Be a person with a valid AirHelp+ subscription that includes this coverage.
  2. Register your complete trip itinerary on the AirHelp+ dashboard or the AirHelp Mobile App at least 48 hours before the scheduled departure of the first flight.
  3. Ensure all connecting flights are part of a single booking and issued under one booking confirmation number. Self-booked connecting flights with separate confirmation numbers are not covered.
  4. If your flights are rescheduled before departure, then protection is transferred to the rescheduled flights and you must update the new flight details on your AirHelp+ dashboard to ensure the new trip is registered with us.
3. How to make a claim:
  1. You must notify us and provide all supporting evidence within 28 days of the missed connection occurring.
  2. You must provide all of the following documents:
    1. Booking confirmation for the original itinerary.
    2. Boarding pass for the alternate/replacement flight you took to reach your destination.
    3. Any communication from the airline confirming the disruption and rebooking.
    4. A copy of your passport or other official ID (e.g., national identity card, driver's license).
4. What is not insured (Specific Exclusions):
  1. Flights that were not booked together as part of a single journey/booking confirmation.
  2. If you miss the connection due to your own fault (e.g., oversleeping, arriving late at the airport).
  3. If you take non-flight transportation (e.g., train, bus) to reach your final destination after the missed flight.
  4. If you abandon your journey or take a replacement flight to an airport that was not your original final destination.
  5. If the disruption was a flight cancellation announced by the airline more than 48 hours before the scheduled departure.
General Exclusions Applicable to All Additional Protection Products
In addition to the specific exclusions listed above, none of the Additional Protection benefits will cover consequences arising from the following circumstances:
1. Damages resulting from foreign or civil war.
2. Damage caused by weapons or devices using nuclear fission or fusion, or radioactive contamination.
3. Air traffic disruptions (e.g., from a strike, public demonstration, or meteorological event) that last longer than 7 consecutive days. Events from the 8th day onwards are not covered.
4. A declared public health emergency, pandemic, or epidemic, including in particular the coronavirus (COVID-19) and its variations.
5. Any loss, damage, or expense caused by a Cyber Act or Cyber Incident.
6. Claims arising where any of the flights in your trip were already disrupted prior to registration on the AirHelp+ dashboard.
7. Claims arising from any event (including actual or planned strikes) that was common knowledge at the time you either booked your trip or registered it on the AirHelp+ dashboard.
8. Any flight traveling to or from the following countries: Afghanistan, Belarus, Chechnya, Crimea, Cuba, Iran, North Korea, Russian Federation, Somalia, South Sudan, Sudan, Syria, Ukraine, Venezuela, and Yemen.
For all Additional Protection, AirHelp and/or the insurance provider reserves the right in their sole discretion to withhold any payments where they reasonably believe there may be fraud and/or during the process of investigating potential fraud

7. LOUNGE ACCESS

The lounge access service (“Lounge Access”) as described below is provided by COLLINSON SERVICE SOLUTIONS LIMITED (“Collinson”), a company registered in England and Wales with company number 02474708, Registered office address: Cutlers Exchange, 123 Houndsditch, London, EC3A 7BU, England.
The Collinson Terms of Use and Privacy Policy, as updated by Collinson from time to time, apply to your use of Lounge Access.

Description of Lounge Access
AirHelp+ members will have access to selected Lounges during a flight disruption as follows:
1. You must register each trip in the Mobile App or your AirHelp+ Dashboard at least 48 hours before the scheduled departure time of the first flight in that trip.
2. The departure of the flight will be monitored by Collinson’s flight tracking system.
3. Subject to successful prior registration, and provision of a valid email and mobile phone number, Collinson will provide you with a lounge pass via email and SMS in the event that Collinson’s flight tracking system identifies that your flight is either:
  1. Delayed by more than 60 minutes at the departing airport (the “Delay Threshold”).
  2. Canceled less than 6 hours before the scheduled departure time.
You must be able to access the email address or mobile number you provided at registration and be able to download and display the lounge pass in order to use the Lounge Access service.
A delay which meets or exceeds the Delay Threshold can be announced either as one single period of delay or as a result of a consequence of multiple incremental shorter delays totaling the Delay Threshold.
Collinson will rely solely on their flight tracking system to determine if Members become eligible for lounge access. You accept that Collinson does not warrant the accuracy of the flight tracking system and you should not rely on it to track your flight's scheduled departure times.
The lounge pass will be valid for a period of ninety (90) days from the date on the voucher and can be used within the validity period at any participating airport. Only the named individuals in the email confirmation will be eligible to receive Lounge Access. Lounge Access is provided to you on a non-transferable, non-refundable, and non-changeable basis. No cash or credit alternatives will be offered. Where applicable, by accessing the airport lounge, you agree to abide by the rules and policies of the lounge.

8. FAST TRACK PASS

The Fast Track Pass service ("Fast Track Pass") is provided by INSTAGO SAGL a private limited company incorporated under the laws of Switzerland, with its registered offices at Vicolo dei Calvi 2, 6830 Chiasso, (CH) registered under no. CH- 501.4.023.340-1 with the Canton of Ticino Commercial Registry and is provided as part of your AirHelp+ membership and is subject to the conditions outlined in this section.
The Fast Track Pass service ("Fast Track Pass") is provided as part of your AirHelp+ membership and is subject to the conditions outlined in this section.
Description of Fast Track Pass
1. AirHelp+ members may receive a complimentary Fast Track Pass, which provides expedited access through security checkpoints at participating airports (see 8.4) and is designed to enhance your travel experience by helping you move through security more efficiently at the departure airport.
Eligibility and Registration
1. To be eligible for the Fast Track Pass, you must:
  1. Be a person with a valid AirHelp+ subscription that includes this benefit.
  2. Register each trip on the AirHelp+ dashboard or in the AirHelp Mobile App at least 48 hours before the scheduled departure time of the first flight in that trip.
  3. Have a confirmed flight booking departing from a participating airport.
Availability and Delivery
1. The Fast Track Pass is available only for flights departing from selected participating airports (primarily located in Europe).
2. Subject to clause 8.3, the Fast Track Pass will be delivered electronically via email and/or your AirHelp+ dashboard between 12 and 48 hours before your scheduled flight departure.
3. In order to use this benefit, you must be able to access the email address you provided during the registration process to be able to download and display the Fast Track Pass.
Use of Fast Track Pass
1. The Fast Track Pass is personal, non-transferable, non-refundable, and non-exchangeable. No cash, voucher or credit alternatives will be offered.
2. The Fast Track Pass must be presented as instructed (e.g., as a mobile QR code, barcode, or printout) when proceeding through the participating airport security checkpoint on the date and at the airport indicated on the Pass.
3. The Fast Track Pass is valid only on the specific date of scheduled departure and at the specific airport shown; it cannot be used on different dates, at alternative airports, or for different flights.
  1. If your flight is disrupted, rescheduled or postponed to any other day than the original day of departure, the Fast Track Pass will become invalid.
4. Fast Track lanes and access are operated by third-party airport service providers. AirHelp does not control the management, operation, or availability of these facilities.
Limitations and Restrictions
1. Fast Track Passes are available only for one eligible departure per trip. If your trip includes multiple flights, the Pass will be provided for only one departure airport.
2. Access to the Fast Track lane may be denied:
  1. If you do not comply with airport security requirements,
  2. If the airport is at capacity,
  3. If the airport is closed for security and/or different operational reasons,
  4. In the event of airport disruptions or force majeure.
3. At the Airport’s sole discretion, Fast Track Passes may be valid in the event of flight delays or operational disruptions if the delay or operational disruption is resolved on the same day the pass was issued. AirHelp cannot guarantee validity and acceptance of the Fast Track Pass in such circumstances.
4. The Fast Track Pass does not exempt you from standard airport check-in, security procedures, or airline boarding requirements related to the specific local requirements.
5. AirHelp makes no warranty with respect to the availability, reliability, or operation of fast track security lanes or guarantee a specific security processing time.
Cancellations, Changes, and Non-Use
1. If your flight is canceled or rescheduled after the Fast Track Pass has been issued, the opportunity to use or refund the Fast Track Pass is forfeited.
2. The Fast Track Pass cannot be exchanged, refunded, or reissued in the event of flight changes, cancellations, or unused benefits, if it becomes unavailable after registration for any reasons outside the control of AirHelp.
Liability
1. AirHelp+ Fast Track Pass is provided based on arrangements with participating airports and third-party service providers. AirHelp makes no warranty that you will obtain Fast Track access. AirHelp does not guarantee fast track security access for all flights or for all customers at all times.
2. Availability is subject to airport capacity, local regulations, and operational restrictions.
3. AirHelp is not liable for:
  1. Missed flights, missed connections, or associated costs.
  2. Denied access to fast track lanes for any reason.
  3. Delays, closures, or unavailability of fast track services.
  4. Any direct, indirect, or consequential losses related to the Fast Track Pass or inability to use it.
The current list of participating airports is always available on the AirHelp+ website and within the AirHelp+ dashboard. Please note that this list might change from time to time as the airport participation is not under AirHelp’s control.

9. TRAVEL PERKS AND OFFERS

AirHelp regularly works with third parties to bring AirHelp+ Members great discounts on their travel-related products and services. You can check your AirHelp+ Dashboard to see which discounts and travel perks are available at any given time.

10. 24/7 SUPPORT

Prioritized access to AirHelp’s 24/7 online support service.

11. OTHER SERVICE FEATURES

AirHelp may add or remove features and functionalities from any of the AirHelp+ Services at any time.

12. COMMENCEMENT

The AirHelp+ Membership commences on the day of purchase. Upon the acceptance of the purchase the Member will receive a confirmation email from AirHelp.

13. RENEWAL OF YEARLY SUBSCRIPTION

For the Membership as a yearly subscription, the Membership shall be automatically renewed for one (1) year thereafter until and unless the Member chooses to cancel the Membership as described in the Termination Section below

14. TERMINATION

The Membership will terminate:
1. if you are an AirHelp+ Member with a yearly subscription and you do not wish to renew it you may terminate your Membership one (1) day prior to the date of automatic renewal by either
  1. logging into your account, choosing “Manage Membership” in the AirHelp+ dashboard and clicking “Cancel Membership” or
  2. providing AirHelp with written notice of your desire not to automatically renew the Membership, sent to: [email protected]
2. if AirHelp, at any time, for any reason, give timely written notice of termination;
AirHelp's Right to Refuse, Suspend, or Terminate Membership
AirHelp reserves the right to refuse the Membership to any person and, in case of breach of the Terms by the Member, terminate the Membership at any time.
AirHelp has the right to suspend your Membership if there are reasonable grounds to suspect misleading or fraudulent activities. In this case, you must provide AirHelp with any documentation we require to investigate, you will not be able to cancel your Membership, and no payments or refunds will be made until AirHelp is satisfied that no fraud has occurred. If AirHelp determines, in its sole Discretion, that there is sufficient evidence of fraud, AirHelp will have the right to terminate the Membership and exercise its rights under these Terms or applicable law, including without limitation, for the recovery of any amounts paid and informing the competent authorities.
Once the Membership is terminated, canceled, or expired, the Member loses all AirHelp+ benefits and AirHelp will no longer waive its Service Fee and Legal Action Fee, if applicable, for AirHelp’s delivery of the Compensation Service.

15 LIMITS OF USE

Benefits are personal and apply only to the Member.
The membership is personal and non-transferable. Members are prohibited from allowing others to use their membership to claim compensation or access services, except in cases where the claims involve minors. The Member must promptly notify AirHelp upon becoming aware of any unauthorized use of the membership.
Each customer is permitted to create only one membership with AirHelp. The creation of additional or duplicate memberships is strictly forbidden. AirHelp reserves the right to deactivate any memberships that are identified or suspected to be additional or duplicates for the same customer.
Upon purchase, the Member becomes the sole authorized user of their membership and is responsible for all activities that occur under it. This membership can not be used to claim compensation or other services on behalf of other adults, nor family members, ensuring that all interactions with AirHelp are personal and directly related to the Member only.

16. MODIFICATIONS

The English version of the AirHelp+ Service Catalog shall prevail in case of inconsistency to any other language version.

17. CONTACT INFO

If you have any questions please contact us at [email protected] or check out our FAQs.

Updated: January 22, 2026.
Version: AHP1.26