Yes, AirHelp is legit: clear answers to questions asked online

First of all, you're in safe hands. For more than 13 years, AirHelp has helped passengers get the compensation airlines owe them, more than 3.3 million people so far. Over 240,000 have reviewed us on Trustpilot, rating us 4.5 out of 5 ("Excellent").

And there's no risk to you: nothing to pay upfront, and you only pay if we win.

Still, a few questions about AirHelp come up online now and then. Some are a bit niche, but they all deserve clear answers. Here they are.

Is AirHelp safe to use?

Yes, AirHelp is safe to use. AirHelp Germany GmbH is a company based in Berlin, registered under German law as a debt collection service. We've paid out to more than 3.3 million passengers, we co-founded APRA, the Association of Passenger Rights Advocates, and we're rated 4.5 out of 5 on Trustpilot. You can also see what customers say on our reviews page.

You may have seen threads on Reddit or TripAdvisor asking whether AirHelp is legit. Getting money back from an airline can sound too good to be true, but it's compensation airlines owe you by law, under rules like EC 261. We just help you get it.

One quick tip: AirHelp never asks you to pay anything upfront. If someone does in our name, it isn't us.

Who does AirHelp work for?

AirHelp works for you, the passenger. We're an independent company, not part of any airline, and we're firmly on your side. We take your claim to the airline and handle everything for you.

You may have heard from people who thought they were dealing with the airline directly. We're a separate company, which is exactly why we can push back when an airline says no.

How does AirHelp's fee work?

AirHelp's fee is simple: no win, no fee. We take on all the risk, including legal costs, and you only pay if we get your money:

• 35% of your compensation if we win, VAT included.

• An extra 15% (a legal fee) only if the airline refuses and we take it to court. That happens in about 3 in every 100 cases.

• Nothing at all if we don't win.

Our standard fee is 35%. Some people, in App Store reviews and on our own Instagram, might feel like that's a lot, so it's worth knowing upfront. We think it's fair and covers the cost of the truly challenging work of negotiating with airlines. It's all set out in the terms you agree to before you submit a claim, and the current rates are always on our fees page.

You may also come across older reviews, like this one from The Points Guy, that quote different fees. Those have since changed.

How long does a claim take?

Most AirHelp claims are resolved within a matter of months. When an airline pushes back, we keep going, all the way to court if needed. One traveler was even paid after six years, proof that a slow claim isn't a lost one.

You may have heard from people whose friends were paid by going to the airline directly. Some airlines do pay direct claims quickly, and if yours does, that's great. But that's often not the case. If you've claimed with us and your AirHelp claim has gone quiet, you can check its status in the AirHelp app or reach our support team 24/7.

Can I change my mind after signing up?

Yes, you can change your mind within 14 days of signing up, for free and with no reason needed, using our withdrawal form.

After that, we're committed to seeing your claim through. The claim is legally in our hands, so if the airline pays you directly, our usual fee still applies. Let us know if they get in touch, because it usually means they know they owe you.

You may have seen this come up online, as WhistleOut reported. The simple tip: if you'd rather try the airline first, do that before signing up with us. The full details are in our terms.

Which flights qualify for compensation?

Flights usually qualify for compensation when the delay or cancellation was within the airline's control, such as a technical fault or a staffing problem. Severe weather, air traffic control restrictions, and security issues usually don't qualify.

We check your flight before you commit, and if we can't win your claim, you don't pay a cent. Occasionally new information comes up along the way, which is why some app reviewers mention a claim being declined later on.

How does AirHelp protect my data?

AirHelp protects your data under GDPR and only shares it with the airline or court handling your claim. We only ask for ID when an airline or court requires it, to confirm we're allowed to act for you.

You may have seen older complaints, like this 2020 one on DECO Proteste, about repeated document requests. If you're ever unsure why we need something, our support team can explain.

Why do passengers choose AirHelp?

Claiming compensation takes time, paperwork, and persistence. AirHelp takes all of that off your hands:

• We check whether your flight qualifies, for free.

• We deal with the airline for you, from start to finish.

• If the airline says no, our legal team can take your claim to court, at no extra risk to you.

• You pay nothing unless we win.

That's why more than 3.3 million passengers have let us handle their claims.

So, is AirHelp legit?

Yes, AirHelp is legit. We're a registered, independent company that has paid out to more than 3.3 million passengers, with a 4.5-star Trustpilot rating. Now you know exactly how it works and what it costs.

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