Documents and privacy

    Documents and privacy


    What is a Conditional Fee Agreement (CFA) and how do I sign it?

    The Conditional Fee Agreement (CFA) is a document that grants AirHelp the power to represent you in court in the UK. We need it to claim compensation from the airline, and collect it on your behalf. After all, we cannot work on your claim without your permission.

    How to sign: This document can be signed online via a tool called HelloSign. We’ll send you a link that will allow you to fill in all the required fields, and sign it on a computer. Alternatively, you can print out the form and sign it. Then you just need to upload a scan or photo of the signed document.


    How do I sign a Power of Attorney (PoA) or a Conditional Fee Agreement correctly?

    It’s easy! We will send you a copy of the documents that need to be signed — some will need to be signed by hand, but if possible, we will also give you the option to sign it digitally. Please make sure that the document is complete and readable. Each field must be filled out correctly, and the document must be free of any cuts, edits, or blurring.


    What is a Power of Attorney and why do you need it?

    The Power of Attorney (POA) is a legal document that grants AirHelp the power to represent you in court and to initiate legal proceedings against the airline. Without it, we won’t be able to represent you as we always need your express permission to do so.

    The POA can be given different names such as ‘Conditional Fee Agreement’, ‘Certificate of Authorization’, or ‘Special Assignment Form’, depending on the jurisdiction.

    Please read the entire document carefully, fill in all the required fields, and sign it by hand.

    Note that a Conditional Fee Agreement can be signed either by hand or electronically – a link to sign online will be sent to you.


    I can't login, what can I do?

    If you are having trouble logging in, you can try resetting your password by following this link. You will receive instructions to reset your password via email.

    In case you are still having problems logging in, you can contact customer support via our LiveChat.


    What can I do if an airline isn't responding to me?

    If you have tried to contact an airline for assistance, our first piece of advice is to keep trying. We know from our own experience that airline customer service agents get busy, especially during peak times like the summer and Christmas holidays.

    If the airline still isn’t responding to repeated messages you do have a couple of options:

    For some issues you can involve a third party, like AirHelp. We can help passengers who are trying to contact airlines for compensation following delayed or canceled flights. With our years of experience, we often are able to demand a response from the airline, even after customers have found their own requests were ignored.

    You can also contact the aviation authorities which govern your airline.

    If you’re flying within Europe you can look up your airline’s national enforcement body here.

    We’ve also listed some of the biggest non-EU airline national enforcement bodies here:

    Australia

    Civil Aviation Safety Authority (CASA)

    https://www.casa.gov.au/

    Brazil

    National Civil Aviation Agency (ANAC)

    http://www.anac.gov.br/en

    Canada

    Canadian Transportation Agency (CTA)

    https://otc-cta.gc.ca/eng

    Russia

    Federal Air Transport Agency

    https://favt.ru/

    USA

    Federal Aviation Administration

    https://www.faa.gov/


    Can I use someone else's bank details for payout?

    Unfortunately, due to Data Protection Laws, we can only transfer money to the account of the person named as the main claimant on the case. We take your security very seriously.

    If you are having trouble with your account or wish to report an error, please contact our LiveChat.


    What happens to my documents once you have them? Is it secure?

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

    You can read more about AirHelp Privacy Policy here.


    How can I delete my account?

    We’ll be very sorry to see you go, but respect your decision. If you ever experience a flight disruption in the future, you know where to find us.

    To delete your account follow these steps:

    1. Head to your Customer Dashboard and click on ‘Contact Us’

    2. In the ‘Why are you contacting us?’ box select ‘Account and Privacy’why-are-you-contacting-us

    3. Scroll down and choose ‘Please delete my account from your system.’please-delete-account

    Your account details and any data we have stored will be completely removed from our database within 30 days from your request.


    What documents do I need to provide to claim compensation for a delayed or canceled flight?

    We will give a list of documents you’ll need to provide when you submit a claim with AirHelp.

    Some of the documents that we’ll ask for may include:

    • Proof of address — for example: bank statements, utility bills, etc.

    • Booking confirmation — any document that contains your flight itinerary, passenger name and booking reference (PNR) or e-ticket number.

    • ID or passport.

    • Time of arrival at final destination and delay confirmation.

    • Assignment Contract or Proxy — we will ask you to sign a document so that we can work on your claim on your behalf. In Europe it is called an Assignment Contract, and in Brazil it’s called a Proxy. For eligible flights in Brazil, Brazilian citizens will be asked to include their Cadastro de Pessoas Físicas (CPF), and non-Brazilian citizens their passport/ID number.

    Additionally, we may need:

    • Alternative flight confirmation — in cases where your flight was canceled or you had a missed connection.

    • Property Irregularity Report — for luggage claims we need a copy of this document, plus any additional information on when the luggage arrived, and photos of the damaged luggage, if applicable.

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