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    AirHelp+

    • 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.

    • What is AirHelp+?

      AirHelp+ is a prepaid service from AirHelp that gives customers full access to AirHelp’s expertise, should a flight disruption occur.

      There are two levels of AirHelp+ coverage.

      Essential:

      • All usual AirHelp fees are waived for AirHelp+ customers.
      • Dedicated live chat service offering passengers advice and assistance.
      • Professional flight claim services: includes claims for delay and cancellation compensation, extra expenses, and luggage issues.

      Complete:

      • Includes all of the above.
      • Remote doctor’s consultations when you travel abroad.
      • Airport lounge access when flights are delayed.
    • How can I buy AirHelp+?

      There are two ways to purchase AirHelp+:

      Annual cover: This 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.

      You can buy an AirHelp+ Annual Membership online here.

      The AirHelp+ Annual cover will also be offered to you if you have already put forward a successful claim with us, giving 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.

      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.

    • 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 delayed, canceled, and overbooked flights.

      AirHelp+ customers also have access to the following additional services:

      • Claiming compensation for damaged or lost luggage.
      • Claiming compensation for any additional expenses incurred due to a flight disruption.
      • Live chat support before, during, or after a flight disruption.
      • Remote doctor’s appointments (with AirHelp+ Complete).
      • Airport lounge access when flights are delayed (with AirHelp+ Complete).

      We will process all claims for AirHelp+ users free of charge, in line with our terms and conditions.

    • 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.

    • What’s included with AirHelp+ Complete?

      AirHelp+ Complete provides customers with even more services to help if you run into issues with flights or travel.

      Customers have access to all AirHelp+ Essential 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.)
      • Dedicated live chat with air passenger experts.

      Additionally, you’ll have access to airport lounges when your flights are delayed, and remote doctor’s consultations, should you need them when abroad:

      • Premium airport lounge access when your flight is delayed over an hour (up to €35).
      • Access a doctor 24/7 during your trip abroad for advice, diagnosis, treatment, and prescriptions.
      • Ask your doctor one follow-up question within 24 hours after the consultation.
    • How do I activate my AirHelp+ membership?

      Your AirHelp+ membership will be active as soon as you add the details of your next flight to your dedicated AirHelp+ area. Your membership will then last 12 months from the departure date of your first flight.

    • How do I cancel my AirHelp+ membership?

      AirHelp+ 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+ area, 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+, and the service will cover all your flights for the next 12 months with no additional fees.

      AirHelp+ renews automatically, so you will next be charged in a year’s time. However, you can cancel at any point during the year, and AirHelp+ will not renew when your 12-month period ends.

    • When does AirHelp+ renew?

      AirHelp+ renews 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.

      If you bought AirHelp+ as part of our “buy now, activate later” offer, your membership will renew each year, 12 months after the departure date of your first flight.

    • 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, and ANAC 400 in Brazil, 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 via the Live Chat feature.

    • 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. AirHelp+ provides you with complimentary access to advice, and our flight claim services in the case of flight disruption.

      If you have purchased AirHelp+ and your flight was disrupted (e.g. delayed or canceled) you may be entitled to money. Please log into the AirHelp+ area and follow prompts to start a claim.

    • 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.

    • How does AirHelp+ Complete lounge access work?

      If you purchase AirHelp+ Complete you are entitled to premium lounge access at the airport if your flights are delayed by over 1 hour.

      In order to use this benefit you must have added your flight details in your dedicated AirHelp+ area before the scheduled departure time. You’ll have access to this area after you purchase AirHelp+.

      If your flight is confirmed to be delayed by over an hour, you can make use of the premium lounge facilities at your airport. Pay for lounge entrance at the airport, and we will reimburse you the cost of access (up to €35) — you just need to show us the receipt.

      This benefit can be used once per delayed flight, and up to a maximum of 3 times in a year.

    • What is a remote doctor?

      A remote doctor is a way of consulting with a doctor either via video, phone, or instant messenger. Just like when you go to the doctor’s practice, they can diagnose a wide range of issues and issue prescriptions and medical notes.

      This service is provided by Telemedico, an intuitive telemedical platform that offers remote consultations with doctors of various specialities via the internet or telephone, with 24/7 service, 365 days a year.

    • How do I make a remote doctor appointment?

      Activation instructions will be included in your AirHelp+ Complete purchase confirmation email. After activating your remote doctor 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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