TravelPass by AirHelp Service Catalog

1. INTRODUCTION

The TravelPass Service Catalog is our complete list of the TravelPass Services that may be available to you as a TravelPass Member.
The TravelPass Services are governed by the Terms and the Privacy Statement. Our Fees will apply. The Travel Medical Insurance Assistance Terms and the Master Policy governs the Medical Insurance included with TravelPass Platinum.
Remember the TravelPass Services may be provided by AirHelp Third Parties and their features and availability may be subject to change from time to time.
By purchasing TravelPass, Members acknowledge that TravelPass 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 TravelPass Service Catalog should be read in conjunction with our Terms, where you will find additional defined terms used here.
Membership Plan: Means the specific TravelPass Plan - Silver, Gold or Platinum - selected by the Member, which determines the applicable Compensation Service Fee and the scope of Additional Protection and Travel Benefits available as described below.
Covered Trip: Means any itinerary or set of flights you have correctly added in your AirHelp Mobile App or Customer Dashboard at least 48 hours before your scheduled departure, allowing your membership's benefits to apply.

3. TRAVELPASS MEMBERSHIP PLANS

You can purchase a TravelPass membership plan through the AirHelp website or the Mobile App.
TravelPass has three different membership plans - Silver, Gold and Platinum. Not all membership plans include all of the services and features described in this Catalog. Each membership plan has its own combination of TravelPass services and features and limitations on their usage.

The current membership plans available for purchase on AirHelp’s website are:

BENEFITS	SILVER	GOLD	PLATINUM
Compensation service	15% fee	10% fee	0% fee
Flight and luggage insurance	Included	Included	Included
Travel medical insurance	—	—	Every Covered trip
Lounge access	—	During eligible disruptions	Every Covered trip
Fast Track	—	Every Covered trip	Every Covered trip
eSIM data	—	1GB every Covered trip	3GB every Covered trip
Loyalty points	Double	Double	Double

The membership fees are described in Our Fees.
To review the specific benefits included in your Membership, please refer to the confirmation email you received after purchase or check the “Plan & Benefits” section in the Mobile App. Alternatively, you can contact us via email at [email protected].
The reduced or waived Compensation Service fee applies exclusively to airline compensation claims of Covered Trips and does not affect any premium payable for Additional Protection or Travel Medical Cover, both of which are provided to eligible Members at no separate charge as part of the Membership fee.
TravelPass Membership may be purchased as a yearly subscription. This membership covers flights that occur within the given time period.

4. COMPENSATION SERVICE

TravelPass Members are entitled to the Compensation Service as described in the Terms.
Depending on the Plan you choose, a reduced Service Fee will be deducted from the Compensation. The Service Fee will be waived if you have the Platinum plan.
If AirHelp needs to take Legal Action there won’t be any additional Legal Action Fee.
The reduced or waived Compensation Service fee only applies to Covered Trips.
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 reduced and/or 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 for Covered Trips must be raised:
1. During the Membership Period
2. Members who have chosen not to renew their Membership may file a Claim originating from a disruption or cancellation on a Covered Trip during the Membership Period, no longer than 28 (twenty eight) days after the Membership has expired (grace period).

5. FLIGHT STATUS

Members will have free access to flight status information, which will be shown for your flights in the Mobile App, your Customer 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. TRIP LIMITATIONS

For all services in Clause 7, 8 and 9 requiring you to add Trips in the AirHelp App or Customer Dashboard in advance, eligibility is subject to the following structural limits per Covered Trip:
1. Leg Cap per Outbound & Inbound Direction:
  A single Covered Trip is strictly capped at a maximum of four (4) individual flight legs for the outbound itinerary and a maximum of four (4) individual flight legs for the return (inbound) itinerary. Any itinerary containing more than four (4) flight legs in either direction must be added as multiple separate Trips.
2. Maximum 60-Day Trip Window:
  The total time frame between the scheduled departure of the first outbound flight leg and the scheduled arrival of the final return flight leg of a single Covered Trip shall not exceed sixty (60) consecutive calendar days. Any return flight departing more than 60 days after the initial outbound flight departure cannot be added as part of the same Trip and must be added as a separate Trip.
3. Physical Feasibility & Single-Passenger Itinerary:
  All flights added across all Trips under a Member's account must constitute a chronologically and geographically feasible travel schedule for a single individual. AirHelp will not provide Additional Protection, Lounge Access, or Fast Track benefits for:
  1. Multiple flights on the same day or overlapping time frame from different airports where the transit time between airports makes attending both flights physically impossible.
  2. Concurrent or conflicting flight segments added across one or multiple Trips under the same account.
4. Booking Manipulation & Fair Use
  1. AirHelp reserves the right to review Covered Trips and Claims for patterns of booking manipulation (including, without limitation, attempting to group non-connecting flights, separate stopovers exceeding 60 days, or unrelated reservations under a single Covered Trip).
  2. AirHelp reserves the right, in its sole discretion, to reject Claims, invalidate Covered Trips, or suspend or terminate Memberships found to be engaging in systemic manipulation or non-standard booking practices to maximize coverage in violation of intended fair use.
Any unused Trip offered as part of your yearly subscription cannot be carried forward into the next Membership period.

7. ADDITIONAL PROTECTION

General

Depending on the TravelPass Membership Plan 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
The Additional Protection products are 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) and Travel Medical Insurance Assistance (Certificate number: BFBFAH3108260001) by battleface Underwriting Services SRL on behalf of Eir Försäkring AB.
Flight Insurance
This benefit provides a fixed payment if your flight is significantly delayed, diverted, or canceled.
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.
4. To be eligible, you must:
  1. Be a person with a valid TravelPass subscription.
  2. Add your trip in the Customer Dashboard or 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.
5. 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).
6. 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.
What is covered?
A fixed sum of EUR 100 for one item of delayed or lost luggage on an outbound or return flight.
1. Coverage applies only to luggage after it has been checked in with the airline at the airport where your Trip begins.
2. To be eligible, you must:
  1. Be a person with a valid TravelPass subscription.
  2. Add your trip in the Customer Dashboard or 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 TravelPass 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.
Digital Property Irregularity Report (PIR) & Luggage Claims:
To qualify for Luggage Insurance or submit a Claim involving a digital Property Irregularity Report (PIR):
1. Mandatory Airline Confirmation: The Member must provide official written confirmation directly from the operating airline explicitly confirming that the luggage was lost, not found, or delivered (including the exact date of delivery where applicable).
2. Insufficient Documentation: For the avoidance of doubt, general automated airline status notifications, tracking updates, or mere confirmations stating that an airline customer service ticket/claim file has been closed shall not constitute sufficient proof and will be rejected by AirHelp.
Missed Connection Insurance
This benefit provides a fixed payment if you miss a connecting flight due to a prior flight disruption.
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.
1. To be eligible, you must:
  1. Be an 18 year old person with a valid TravelPass subscription that includes this coverage.
  2. Add your complete trip itinerary in the Customer 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. Ensure your Covered Trip contains a maximum of four (4) flight legs for the outbound itinerary and a maximum of four (4) flight legs for the return itinerary.
  4. Ensure that the total time window between the scheduled departure of the first outbound flight and the scheduled arrival of the final return flight does not exceed sixty (60) consecutive calendar days. Flights scheduled outside the 60-day window do not qualify under the same Trip.
  5. 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 Customer Dashboard to ensure the new trip is Covered by us.
2. 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).
3. What is not insured (Specific Exclusions):
  1. Flights that were not booked together as part of a single Trip/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 Trip 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 you adding your flight in the Customer 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 added it in the Customer 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.
Travel Medical Insurance Assistance
Where included in the Member's Plan, Travel Medical Cover is provided to eligible Members via the Master Insurance Policy held by AirHelp Germany as Policyholder with Battleface, a trading name of Eir Försäkring AB, registered in Sweden's Insurance Business Register and licensed under the Insurance Business Act (2010:2043). The Policy details, eligibility criteria, exclusions and restrictions can be found in the Travel Medical Insurance Assistance Terms and the Master Policy that will be provided to you before purchase.

As AirHelp is solely acting as an insurance intermediary and policyholder, but not the risk bearing insurer, all claims and conversations have to be made directly to the insurer as detailed in the Travel Medical Insurance Assistance Terms and the Master Policy.
For all Additional Protection, AirHelp and/or the insurance provider reserve 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.

8. LOUNGE ACCESS

Depending on your Plan, the lounge access service will be provided on every Covered Trip or in case of a disruption on a Covered Trip. Both are subject to lounge availability at the respective airport.
The lounge access service (“Lounge Access”) as described below is provided either 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 or DRAGONPASS GLOBAL LIMITED, a company with limited liability duly incorporated under the laws of Hong Kong with registration number 67334397 and registered address situated at Room 1306, 13/F, China Resources Building, No. 26 Harbour Road, Wan Chai, Hong Kong (“DragonPass”).
The Collinson or DragonPass Terms of Use and Privacy Policy, as updated by the respective provider from time to time, apply to your use of Lounge Access.
Description of Lounge Access
TravelPass members will have access to selected Lounges as follows:
1. Gold Plan:
  1. You must add each trip in the Mobile App or your Customer Dashboard at least 48 hours before the scheduled departure time of the first flight in that trip.
  2. Your name and surname in the Mobile App must match your name on the boarding pass.
  3. The departure of the flight will be monitored by Collinson’s flight tracking system. 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.
  4. 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.
  5. 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.
  6. The Lounge Pass will be valid for a period of ninety (90) days on the voucher and can be used within the validity period at any participating airport.
2. Platinum Plan:
  1. You must add each trip in the Mobile App or your Customer Dashboard at least 48 hours before the scheduled departure time of the first flight in that trip.
  2. Your name and surname in the Mobile App must match your name on the boarding pass.
  3. The lounge pass will be valid for a period of sixty (60) days from the date on the voucher and can be used within the validity period at any participating airport.
  4. The lounge pass will be available less than 48 hours before the flight in the Mobile App if your flight departs from a participating airport.
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.
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.
Lounge Access is available only for the Member and for one eligible departure per trip. If your trip includes multiple flights, the Access is valid for only one departure airport. The Lounge Access does not extend to travel companions, guests, or other passengers on the same booking.

9. 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.
The Fast Track Pass service ("Fast Track Pass") is provided as part of your Membership and is subject to the conditions outlined in this section.
The Fast Track Pass is only accessible in the AirHelp Mobile App. To benefit from the Fast Track Pass you must download the Mobile App.
Description of Fast Track Pass
1. Members may receive a complimentary Fast Track Pass, which provides expedited access through security checkpoints at participating airports 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 TravelPass subscription that includes this benefit.
  2. Have downloaded the Mobile App.
  3. Your name and surname in the Mobile App must match your name on the boarding pass.
  4. Add each trip in the Customer Dashboard or AirHelp Mobile App at least 48 hours before the scheduled departure time of the first flight in that trip.
  5. 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. The Fast Track Pass will be delivered electronically via the Mobile App between 12 and 48 hours before your scheduled flight departure.
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 in the Mobile App 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.
4. 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.
5. 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 the Member and for one eligible departure per trip. If your trip includes multiple flights, the Pass will be provided for only one departure airport. The Fast Track Pass does not extend to travel companions, guests, or other passengers on the same booking.
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. Fast Track Passes issued as part of your Membership are not issued on a pre-selected time slot basis. The Fast Track Pass is valid for the full calendar day of the scheduled departure at the indicated airport.
6. AirHelp makes no warranty with respect to the availability, reliability, or operation of fast track security lanes or guarantee a specific security processing time or slot allocation.
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 or refunded in the event of flight changes, cancellations, or unused benefits, if it becomes unavailable after registration for any reason outside the control of AirHelp.
3. In the event of the above or if AirHelp is unable to issue the Fast Track Pass within the delivery window, AirHelp will make a reasonable attempt to reissue the Fast Track Pass for the rescheduled departure or a future flight, subject to availability at the respective airport.
Liability
1. The 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.
Participating Airports
The list of participating airports might change from time to time as the airport participation is not under AirHelp’s control. The current list of participating airports is shown to you when you add your trip in the Customer Dashboard.

10. ESIM Data Service

The eSim Data Service is provided to you by eSIM Go Limited, a company incorporated in England and Wales, under registration number 12465777, the registered office of which is at First Floor, 18 19 South Bar Street, Banbury, Oxfordshire, OX16 9AF (“eSim Partner”).
Plan Eligibility
Depending on your Plan, AirHelp makes a travel eSim Data Allowance available to eligible Members as follows:
Plan
eSIM Data Allowance
Silver
Not applicable
Gold
1GB per Covered Trip (Valid for 7 days)
Platinum
3GB per Covered Trip (Valid for 30 days)
Nature of the Service
Where included in the Membership Plan, AirHelp makes available a travel eSIM Data Allowance for use during a Covered Trip. The eSIM is provisioned and technically delivered through the eSIM Partner’s network of underlying mobile network operators. The eSIM service is data-only, it does not support voice calls, SMS, or emergency calling, and the Member’s primary SIM (or another active line capable of emergency calls) must remain available for any voice or emergency communication needs while travelling.
Activation and Validity
The eSIM profile (QR code or activation link) is issued to the Member via the Mobile App upon confirmation of a qualifying Covered Trip.
The Member must install and activate the eSIM within the stated Activation Window; unused, unactivated eSIM profiles expire without value or refund at the end of the Activation Window. In general, download and activation will be available less than 48 hours before the flight. Please download and activate the eSim before departure.
The Data Allowance becomes active upon connection to a supported network in the destination country and is valid for the trip validity period stated at issuance. Device compatibility (eSIM-capable and carrier-unlocked handset) is the Member's responsibility; AirHelp and the eSIM Partner do not guarantee compatibility with every device model or carrier lock status.
Coverage and Network Availability
Supported destinations and underlying network partners are determined by the eSIM Partner and may be updated, added, or withdrawn from time to time. AirHelp will use reasonable efforts to keep the list of supported destinations current in the Mobile App, but does not guarantee network availability, speed, or quality, which depend on the local mobile network operator(s) engaged by the eSIM Partner and factors outside AirHelp's control (e.g., local network congestion, regulatory restrictions, device settings).
No Guarantee of Continuous Service
The eSIM service is provided on a reasonable-efforts basis. AirHelp and the eSIM Partner are not liable for lack of connectivity due to device incompatibility, incorrect activation, local network outages, regulatory action in the destination country, or the Member's failure to disable competing data roaming on their primary SIM.

Plan	eSIM Data Allowance
Silver	Not applicable
Gold	1GB per Covered Trip (Valid for 7 days)
Platinum	3GB per Covered Trip (Valid for 30 days)

11. TRAVEL PERKS AND OFFERS

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

12. 24/7 SUPPORT

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

13. OTHER SERVICE FEATURES

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

14. COMMENCEMENT

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

15. RENEWAL OF YEARLY SUBSCRIPTION

The Membership shall be automatically renewed for one (1) year thereafter until and unless the Member chooses to cancel the Membership one (1) day prior to renewal as described in the Termination Section below.

16. TERMINATION

The Membership will terminate:
1. If 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 Customer Dashboard and clicking “Cancel Membership”.
  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 benefits and AirHelp will no longer reduce or waive its Service Fee and Legal Action Fee, if applicable, for AirHelp’s delivery of the Compensation Service.

17. 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.
While your Membership allows you to conveniently submit and manage claims on behalf of a minor under your account, the membership fee waivers apply strictly to the primary account holder.
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.

18. ABOUT THESE TERMS

The English version of these Terms is the official master copy. In the event of any discrepancy between translated versions, the English text prevails unless applicable local law strictly requires otherwise. (Use the language selector at the top of this page to switch languages).

19. CONTACT INFO

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

Updated: November 9, 2026

Version: TP1.26