AirHelp Plus

    AirHelp Plus


    Can I add my trip at any time to get a lounge pass when my flight is delayed or canceled?

    Unfortunately, no. Your trip must have been added to your AirHelp+ dashboard at least 48 hours before the scheduled departure time of your flight.


    What are the requirements for getting my AirLuggage payout?

    If your luggage is lost or damaged, you will need to send us your ID, bank details, picture of your luggage tag, flight booking confirmation, and a valid Property Irregularity Report (PIR) number that you get from the lost luggage desk inside the airport. You must submit the required information within 28 days of your luggage delay or loss occurring. Late or incomplete submissions will not be eligible for an AirLuggage payout as per our Terms and Conditions.


    What's a trip?

    A trip is your complete travel itinerary. This means that 1 trip covers your entire journey, including your outbound flight, return flight, and any connecting flights you may have. If you have a one-way flight, this counts as 1 trip.


    Can I receive my payouts in a bank account under a different name from the name on my AirHelp+ membership?

    No. For security reasons, we can only make a bank transfer to the account of the person registered on the AirHelp+ membership. 


    I registered a trip under my previous AirHelp+ membership and later upgraded my subscription to a higher tier. Will my previously registered trip be covered by the insurance benefits of my new AirHelp+ plan?

    We can only apply your new AirHelp+ insurance benefits to trips added to your dashboard after the upgrade. If you added your trip when you had your old membership, the trip won’t be covered by the new subscription, even if your flight departs after the upgrade date.

    However, it is possible to delete your trip and add it again after you have upgraded your plan, provided that you do so at least 48 hours before departure, and that your flight hasn’t yet been disrupted.


    What is AirHelp+?

    AirHelp+ is AirHelp’s membership program that helps passengers when they face flight disruptions.

    Members pay no fees when AirHelp secures their compensation. They also benefit from a range of exclusive benefits.

    Get flight compensation the easy way

    • We check if you’re eligible for compensation and get you the money you’re owed by your airline.

    • We’ll claim back money you lost due to disruption (e.g. extra hotel nights or missed excursions; claims over €200 only).

    • We’ll help you claim money for lost, delayed or damaged bags.

    Additional support when flights are delayed or canceled

    • AirPayout insurance: an extra €100 paid within days of your flight problem.

    • AirLuggage insurance: get €100 for lost or delayed bags.

    • Airport lounge access when flights are canceled at the last minute or delayed.

    • Instant 24/7 advice from our experts.

    Benefits apply for flights taken within a valid membership period. Benefits may vary depending on the plan purchased.


    What are the benefits of purchasing AirHelp+?

    • No fees to pay when AirHelp wins you compensation

    • 24/7 live chat support from our team of experts.

    With additional benefits exclusive to members:

    • AirPayout insurance: an extra €100 paid within days of your flight problem.

    • AirLuggage insurance: Get €100 for lost or delayed bags.

    • Luggage claims: we’ll check eligibility and help you claim money from the airline when they damage, delay, or lose your bags.

    • Expense claims: We’ll check eligibility and get you back money you lost due to disruption (e.g. extra hotel nights or missed excursions; minimum claim value: €200).

    • Airport lounges: gain access to a comfortable airport lounge if your flight is delayed over 1 hour or canceled less than 6 hours before departure.

    Benefits may vary depending on the plan purchased.


    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.


    What is AirLuggage?

    AirLuggage is luggage insurance made easy. It protects you against luggage disruptions on future trips. You'll get €100 if your checked-in bags get delayed or lost on arrival.


    How can I buy AirHelp+?

    There are two ways to purchase AirHelp+:

    Annual subscription: This covers a period of 12 months, and applies to all flights departing after you purchase AirHelp+ and before it expires.

    Buy Annual Membership

    After purchasing your Annual Membership, we’ll process your claims for flights that take place during the 12-month membership period free of charge.

    Per-booking: Our per-booking plan, which you can only get from our partners, gives you access to all AirHelp claiming services covering a specific booking for which you purchased AirHelp+.

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


    What's an eSIM card?

    An eSIM card is a digital version of a SIM card and means you can enjoy more data when you travel abroad.

    We've partnered with airalo.com so that you can get your hands on data before you travel, easily, and with a discount. Just apply your promocode when you buy it on airalo.com.


    Does AirLuggage cover the bags of my fellow passengers?

    No — AirLuggage only covers bags checked-in under the name of the AirHelp+ member.


    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.


    How do I submit a claim with AirHelp+?

    Simply log into the AirHelp+ area and follow the prompts to start a claim. Your claim will automatically be processed without any fees.


    Does AirHelp+ cover my past flights or current claims?

    AirHelp+ applies to your future flight disruptions, after the date of purchase. If your flight has already been disrupted, or you have already started a claim, AirHelp+ will not apply. Instead, you will be charged our standard fees should we successfully obtain compensation on your behalf.

    There is one exception: if we assess your previous flight as a good candidate for a Goodwill Claim (that’s a claim which isn’t covered by the law, but where the airline may offer a voucher as a gesture of goodwill). In this case, you may purchase an annual AirHelp+ membership, which will apply to your future flights, as well as a Goodwill Claim for that specific previous flight.


    How do I activate my AirHelp+ membership?

    If you purchased AirHelp+ from a partner on a per-trip basis for a specific flight, you do not need to do anything to activate the service.

    If you purchased an annual AirHelp+ your membership is active immediately after purchase and lasts for the next 12 months, with annual renewals. To receive benefits such as AirPayout insurance, flight status updates and lounge access you must add your flight details into the dashboard before departure. 


    How do I cancel my AirHelp+ membership?

    An annual AirHelp+ membership covers a minimum period of 12 months. You can cancel at any point during the year, and AirHelp+ will not renew when your current 12-month period ends.

    To cancel from the AirHelp+ dashboard, choose “Manage Membership”, then select “Cancel Membership”. You can also cancel your membership by emailing [email protected].

    Cancellations within the first 14 days:

    If you change your mind about joining AirHelp+, you can cancel within the first 14 days for a full refund. Just send an email to [email protected]. Please note that we cannot refund AirHelp+ if you already traveled on flights covered by AirHelp+ within those 14 days.


    When will I be charged for AirHelp+?

    You will be charged the full amount when you buy AirHelp+.

    Annual memberships renew automatically, so you will next be charged in a year’s time.


    When does AirHelp+ renew?

    Annual memberships renew automatically each year, unless you cancel your subscription.
    In most cases, payment will be taken 12 months from the date of purchase, so that your membership continues uninterrupted.


    Is AirHelp+ available in my country?

    Yes, AirHelp+ is available worldwide and supports all air passengers no matter where they are flying, or where they call home.

    We make use of a wide range of international air passenger rights laws including Europe’s Regulation EC 261, the Montreal Convention, ANAC 400 in Brazil, and more, to ensure we offer all travelers the support and compensation assistance they deserve.


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

    AirHelp+ members have a dedicated area for claims. Please log into the AirHelp+ area and follow prompts to start a claim.

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


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

    AirHelp+ gives you access to our flight claim services free of charge, but whether you are entitled to compensation is dependent on the circumstances of your particular disruption and the applicable international and local laws.

    Ensure that you submit your claim via the AirHelp+ area, so that we can consider all relevant air passenger laws to try to get you the compensation you deserve.

    Remember that even if your flight isn’t eligible for monetary compensation, you still have access to our other services, such as advice and expertise 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 (although depending what plan you have purchased, it may include AirPayout and AirLuggage insurance).

    AirHelp+ is AirHelp’s membership program that helps passengers when they face flight disruptions.

    If you have purchased AirHelp+ and your flight was delayed or canceled, you may be entitled to money. Go to your AirHelp+ dashboard to check how much you should receive.


    Can AirHelp apply for a ticket refund on my behalf?

    To obtain a refund for a flight ticket, we recommend you first talk directly to your travel agent or try to claim back the ticket price through your credit card. In our experience that is the fastest way to receive a flight refund.

    If you have tried these options already with no success, we can offer AirHelp+ members assistance with ticket refunds. We can submit a request for a refund directly with the airline on your behalf, but response times from the airline are longer.


    Can I add fellow passengers to my trip?

    No — AirHelp+ only covers you, the AirHelp+ member.

    Passengers traveling with you will need their own membership to access benefits such as AirLuggage insurance and lounge access during disruptions.


    How does AirHelp+ lounge access work?

    When you purchase an AirHelp+ plan you are entitled to airport lounge access whenever your flights are delayed over 1 hour or canceled less than 6 hours before departure. The number of trips covered varies depending on the plan purchased.

    In order to use this benefit, you must have added your flight details in your dedicated AirHelp+ dashboard. You’ll have access to this area after you purchase AirHelp+.

    If your flight is identified as disrupted, you will receive a lounge pass.

    Access is subject to lounge availability and opening hours at each airport. You can check lounge availability here. If you don’t use your pass straight away, don’t worry. It will remain valid for 3 months at over 1,100 lounges worldwide.


    Can I bring fellow passengers to the lounge with me?

    Lounge passes are issued for the AirHelp+ member. They don’t include any fellow passengers.

    Passengers traveling with you may be able to pay for access at the lounge if they don’t have their own AirHelp+ membership.

    AirHelp has been featured in:

    USA Today LogoThe New York Times LogoWSJ LogoWashington Post

    AirHelp is a part of the Association of Passenger Rights Advocates (APRA) whose mission is to promote and protect passengers’ rights.

    Imprint

    Copyright © 2024 AirHelp

    Check Compensation

    All airlines