AirHelp Plus Service Catalog
1. INTRODUCTION
The AirHelp Plus Service Catalog is our complete list of the AirHelp Plus Services that may be available to you as an AirHelp Plus Member.
The AirHelp Plus Services are governed by the Terms, the Privacy Statement, and any service-specific and/or AirHelp Third Party terms as indicated below. Our Fees will apply. Remember the AirHelp Plus Services may be provided by AirHelp Third Parties and their features and availability may be subject to change from time to time.
If you have any questions, doubts or concerns, please contact us at [email protected] or check out our FAQs.
2. DEFINITIONS
The AirHelp Plus Service Catalog should be read in conjunction with our Terms, where you will find all the defined terms used here.
3. ELIGIBILITY BY MEMBERSHIP TYPE
AirHelp Plus Members are eligible for the following AirHelp Plus Services based on their membership selection.
| AirHelp Plus Service | Essential Membership Plan | Complete Membership Plan |
|---|---|---|
| Compensation Service | ✓ | ✓ |
| Flight Status | ✓ | ✓ |
| Additional Protection: AirPayout | 3 trips | 7 trips* |
| Additional Protection: AirLuggage | X | 7 trips* |
| Lounge Access | X | ✓ |
* For AirHelp Plus Complete memberships purchased before January 10, 2024, the 7-trip limit does not apply.
You can check your AirHelp Plus dashboard or the confirmation email we send you upon your purchase of AirHelp Plus to see which services are available under your membership.
Please note that if you have received your membership from a travel agency or other third party, some of the Services may not be available to you, in particular the Additional Protection.
4. COMPENSATION SERVICE
AirHelp Plus Members are entitled to the Compensation Service as described in the Terms. Use of the Compensation Service for yearly memberships shall be limited to one Claim per month and twelve (12) Claims per calendar year.
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 a Member will not be entitled to a refund of their 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.
5. FLIGHT STATUS
Members will have free access to flight status information, which will be presented for their flights in the personal 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 instructions.
6. ADDITIONAL PROTECTION
Depending on the type of AirHelp Plus Membership you have purchased, you may be able to benefit from one or more of our Additional Protection products described in this section.
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 only assumes a function as an intermediary. When you benefit from one of our Additional Protection products, purchased prior to April 1, 2024, the product is being provided under and governed by the Master Insurance Policy “Flight Delay Upon Arrival Diversion and/or Cancellation” issued to AirHelp as the Master Policyholder (Certificate number: AHPLUS100010423) by battleface Underwriting Services SRL on behalf of Hamilton Insurance DAC; for purchases on or after April 1, 2024, the product is being provided under and governed by the Master Insurance Policy “Flight Delay Upon Arrival Diversion and/or Cancellation” issued to AirHelp as the Master Policyholder (Certificate number: AHPLUS100010424) by battleface Underwriting Services SRL on behalf of Eir Försäkring AB.
AirPayout allows qualifying members to receive money, regardless of whether they obtain any amounts through the Compensation Service, when their flight has been delayed or canceled as described in the insurance policy which can be downloaded from the AirHelp Plus dashboard. For more details check our AirPayout page. Further details can be found in the purchase confirmation email we send you upon becoming an AirHelp Plus Member.
In order for AirPayout Additional Protection to be valid you must:
Register each trip in the AirHelp Plus dashboard at least 48 hours before the scheduled departure time of the first flight in that trip.
When requested, provide proof of identification, either a copy of your valid passport or national identification card.
When requested, provide proof of a valid booking reference number, passenger name record (PNR), or e-ticket with the name of the AirHelp Plus member on it.
If you fail to do so you will not benefit from this Additional Protection.
AirLuggage allows qualifying members to receive money, regardless of whether they obtain any amounts through the Compensation Service, when their luggage has been delayed or lost as described in the insurance policy which can be downloaded from the AirHelp Plus dashboard. For more details check our AirLuggage page. Further details can be found in the purchase confirmation email we send you upon becoming an AirHelp Plus Member.
In order for AirLuggage Additional Protection to be valid you must:
Register each trip in the AirHelp Plus dashboard at least 48 hours before the scheduled departure time of the first flight in that trip.
Provide:
A valid Property Irregularity Report (PIR) with the name of the AirHelp Plus member on it
A copy of your baggage tags
A valid booking reference number, passenger name record (PNR), or e-ticket with the name of the AirHelp Plus member on it
Proof of identification, either a copy of a valid passport or or national identification card
If you fail to do so you will not benefit from this Additional Protection.
For all Additional Protection, AirHelp and/or the insurance provider reserves the right in their sole discretion to withhold any payments to a customer where they reasonably believe there may be fraud and/or during the process of investigating potential fraud.
7. LOUNGE ACCESS
The lounge access service (“Lounge Access”) as described below is provided 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.
The Collinson Terms of Use and Privacy Policy, as updated by Collinson from time to time, apply to your use of Lounge Access.
Only AirHelp Plus Members with the Complete plan will be entitled to Lounge Access.
Description of Lounge Access
AirHelp Plus Complete members will have access to selected Lounges as follows:
Members will become eligible for Lounge Access if the flight is registered at least 7 hours prior to the scheduled departure.
The departure of the flight will be monitored by Collinson’s flight tracking system. Subject to successful prior registration, Collinson will provide Members with a lounge pass via email and SMS in the event that Collinson’s flight tracking system identifies that the Member’s flight departure time is delayed by more than 60 minutes at the departing airport (the “Delay Threshold”), is canceled less than 6 hours before the scheduled departure time, or is canceled after the scheduled departure time.
Access to the email address or mobile number Members provided at registration and the ability to display the lounge pass is a condition of use of Lounge Access. 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.
Collinson will rely solely on their flight tracking system to determine if Members become eligible for lounge access. Members accept that Collinson does not warrant the accuracy of the flight tracking system and Members will not rely on it to track their flight departure time. In the event of a qualifying travel delay or cancellation, a lounge pass will be provided to Members via email and SMS on the day of their flight.
The lounge pass will be valid for a period of ninety (90) days from the date on the voucher and can be used within the validity period at any participating airport. Only the named individuals in the email confirmation will be eligible to receive Lounge Access. Lounge Access is provided to the Members 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, Members agree to abide by the rules and policies of the lounge.
8. OTHER SERVICE FEATURES
AirHelp may add or remove features and functionalities from any of the AirHelp Plus Services at any time.
9. MODIFICATIONS
AirHelp reserves the right to add or remove an AirHelp Plus Service at any time and will immediately update the AirHelp Plus Service Catalog should a service be added or removed.
The English version of the AirHelp Service Catalog shall prevail in case of inconsistency to any other language version.
Updated: April 1, 2024.
Version: AHP1.24
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