Frequently Asked Questions

Air Passenger Law

  • Can I claim any extra expenses that resulted from the flight disruption? (Hotel, new ticket, food, etc.)

    AirHelp currently covers flight disruptions that are clearly defined by both EU law EC 261 and by the US Code of Federal Regulations. This includes defined compensation amounts for delays, cancelations, and boarding denials for EU flights and boarding denials due to overbooking on US flights.

    While passengers can personally file additional claims directly with the airline for expenses due to flight disruptions, the law is less clear on the details, leaving much more of the process up to the airline’s discretion. Passengers must be able to document the expenses and prove that the airline is liable.

    Travelers on international flights can file a claim with the airline under the Montreal Convention for reimbursement of damages, including incurred expenses due to flight disruptions. And EU passengers should take note that EU law requires airlines to cover expenses for meals and refreshments at the time of the disruption, under many circumstances.

  • Do connecting flights make a difference in terms of eligibility for flight disruptions?

    In some cases, your flight disruption may be covered thanks to connecting flights, even if it would not normally be eligible for compensation on its own.

    One example is if you are flying from Europe to the United States on a US airline, with a stop in the US. The first leg of the trip, from the EU to the US, would obviously be eligible for compensation under EU regulation EC 261. But the second flight—between two US cities—might also be covered, if the two flights are with the same carrier and part of the same flight reservation (under one booking reference number).

    There is more information on our Know Your Rights page for EC 261, but if you have any doubts or questions about your disrupted flight’s eligibility, the fastest way to check is to use the AirHelp eligibility check and enter your flight details.

  • Are delayed flights eligible for compensation?

    The answer depends on your flight details. EU flights – EU flights should be eligible for compensation if the flight and the delay meet some basic criteria:
    • The flight must be arriving at an EU airport on a European carrier or departing from an EU airport on any airline.
    • The delay must be greater than 3 hours at the passenger’s final destination.
    US domestic flights – Delayed flights from one US city to another with US carriers are not usually eligible for compensation. International flights – Flights from one country to another, even within the EU, may be eligible for expenses or damages resulting from the delay. There is more information on our Know Your Rights pages, but if you have any doubts or questions about your disrupted flight’s eligibility, the fastest way to check is to use the AirHelp eligibility check and enter your flight details.
  • How do I know if I’m entitled to compensation?

    You can check the eligibility of your claim via our webform.

    It is completely free of charge, no obligation. It only takes 3 minutes and can give instant feedback as to the eligibility of your claim.

  • My airline refused to compensate me after my disrupted flight - what can I do?

    If you think you’re entitled to compensation for your flight problem and the airline won’t do anything about it, not to worry! We can possibly still help you. File a claim for your flight to see if we can get that compensation for you. We’ll even take the airline to court if they don’t meet their legal obligation to you.

  • Your website says I’m not entitled to compensation. What can I do?

    If our website tells you that your claim for compensation is ineligible, it is likely that it does not meet one of the conditions covered by AirHelp. These include:

    • Delayed or canceled EU flights or boarding denials covered under EC 261
    • Boarding denials caused by overbooking on US flights

    If you believe your claim has been assessed wrongly, please contact us by email or telephone to discuss the matter further.

  • Am I entitled to compensation?

    If you recently experienced a delayed, canceled, or overbooked flight, you may be eligible for compensation. However, the laws differ quite a bit based on where you’re flying. Here’s a breakdown: If you’re flying within the US Flights within the US are only eligible for compensation if they are overbooked, you then are denied boarding, and the rerouted flight they put you on gets you to your destination one hour late or more. If you’re flying to or from Europe Flights to or from Europe are eligible for compensation if they are delayed, canceled, or overbooked due to a situation they could control. Situations that the airlines couldn’t control (such as a weather event) are exempt from compensation.
  • What are the extraordinary circumstances that are beyond the airlines’ control?

    The airline is not liable under EU regulation EC 261 and other similar air passenger laws if the flight disruption was due to “extraordinary circumstances.” These are scenarios which could not have been avoided even if all reasonable measures had been taken and include situations like medical emergencies, labor strikes, serious adverse weather conditions, and Air Traffic Control restrictions, to name a few. In addition, events that qualify as “Force majeure,” such as wars and riots, as well as “Acts of God”—hurricanes, earthquakes, etc.—also exempt the airline from liability.
  • My flight was delayed less than 3 hours but I missed my connecting flight. Can I claim compensation?

    For EU flights, the answer is most likely “yes.” Under European regulation EC 261, eligibility for compensation is based on the length of delay at your final destination. If your missed connection makes you more than 3 hours late overall, you should be eligible, provided all of your connecting flights were part of the same flight reservation, under the same booking reference number.
  • Can I get compensation for flights with low cost companies and/or charter flights?

    All flights are eligible for compensation, as long as they fall within the geographic boundaries stated in EC 261/2004.
  • Can I claim compensation from an airline that no longer exists?

    Theoretically, yes. But AirHelp is unable to handle claims relating to airlines that no longer exist. Unfortunately the likelihood of receiving any compensation in these cases is very small. Lots of other people have probably already emptied the airline of available funds.
  • Can I get compensation if the airline informed me about the cancellation on the same day that the flight should have departed?

    Yes, you have the right to compensation from the air carrier, unless you were offered re-routing that allowed you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival depending on distance.
  • Can I get the compensation according to Regulation EC 261/2004 if I have already received assistance from the airline (meals, refreshments, hotel accommodation, etc.)?

    Yes. The air carriers are obliged to offer assistance in all the situations outlined in EC 261/2004. In addition to this, you can still claim compensation.
  • Can I get the compensation for delayed/cancelled/overbooked flight if I have already accepted the voucher offered by the airline?

    Yes - if the voucher is less than the compensation amount you are entitled to. For example, if you are entitled to €600 and the airline gives you a €250 voucher to be used with that airline, you are still entitled to the remaining compensation amount of €350. You can also choose to return the voucher and ask for the full compensation amount in cash. If you were on a flight that was overbooked and the airline offered you a voucher and a later flight in exchange for your reservation, and you accepted, you are not entitled to compensation according to EC 261/2004. That's because you willingly gave up your reservation and entered into a new agreement with the airline.
  • What if the airline already offered me compensation?

    Usually, compensation that is offered by the airline will be lower than the full amount stipulated in EU Regulation 261/2004. If the airline offered you travel vouchers or air miles, you can still ask AirHelp to claim cash on your behalf.
  • I was denied boarding due to overbooking of the flight. Can I claim compensation?

    When passengers are denied boarding on a flight, airlines are obliged to first seek volunteers to give up their reservation in exchange for certain benefits. In addition, the air carrier must also offer volunteers the choice between a full refund and re-routing. You may be entitled to compensation of between €125 and €600 depending on the distance of the flight and the total delay at the final destination. Where volunteers choose re-routing, the airline must also provide assistance if necessary - for example, food, access to a telephone, hotel accommodation of one or more nights (if necessary) and transportation between the airport and the place of accommodation.
  • My flight was delayed. Can I claim compensation?

    If you reach your final destination with a delay of three hours or more, you are entitled to compensation between €125 and €600 – that is, unless the airline can prove that the delay was caused by extraordinary circumstances (weather conditions, strike, security measures). You are also entitled to care by the airline (phone call, refreshments, meal, accommodation, transportation to the place of accommodation) if the delay is:
    • 2 hours or more for flights of 1,500 km or less;
    • 3 hours or more for longer flights within the EU or for other flights of between 1,500 km and 3,500 km;
    • 4 or more for flights of over 3,500 km outside the EU.
    If the delay is more than five hours, and you decide not to continue your journey, you are also entitled to have your ticket reimbursed and be flown back to where you originally started your journey.
  • My flight was cancelled. Can I claim compensation?

    You may be entitled to compensation between €125 and €600 depending on the distance of your flight and the total delay at your final destination. If you were informed about the cancellation at least 14 days before the flight, or if the airline can prove that the cancellation was caused by extraordinary circumstances (weather conditions, strike, security measures) you are not entitled to compensation. In addition to compensation, the airline must offer you the choice between:
    • reimbursement of your ticket within seven days
    • re-routing to your final destination under similar conditions
    Care (phone call, refreshments, food, accommodation, transportation to the accommodation), should also be provided if necessary.
  • Can the airline reduce the amount of compensation?

    In some cases the airline is allowed to reduce the compensation by 50%. But this happens only if you were offered re-routing and the arrival time at the final destination did not exceed the scheduled arrival time of the flight originally booked:
    • by 2 hrs in case of flights up to 1500 km
    • by 3 hrs in case of flights between 1500 – 3500 km
    • by 4 hrs in case of flights over 3500 km.
  • How much am I entitled to?

    The amount of compensation depends on the distance of your flight.
    DELAY (at final destination after potential rebooking and/or re-routing)Distance
    less than 2 hoursmore than 2 hoursmore than 3 hoursmore than 4 hoursnever arrived
    Denied boarding*€ 250€ 250€ 250€ 250€ 250< 1500 km
    € 400€ 400€ 400€ 400€ 4001500 km < 3500 km
    € 600€ 600€ 600€ 600€ 6003500 km <
    Delayed€ 0€ 0€ 250€ 250€ 250< 1500 km
    € 0€ 0€ 400€ 400€ 4001500 km < 3500 km
    € 0€ 0€ 300€ 600€ 6003500 km <
    Canceled**€ 125€ 250€ 250€ 250€ 250< 1500 km
    € 200€ 200€ 400€ 400€ 4001500 km < 3500 km
    € 300€ 300€ 300€ 600€ 6003500 km <
    * The compensation is due immediately and irrespective of any re-routing offered. ** The compensation may be halved by the airline in case the delay, after offered and accepted re-routing, was less than 2, 3 or 4 hours depending on the length of the flight.
  • Which countries and airlines are subject to EU passenger rights?

    The flight passenger rights stated in the EU regulation (EC) 261/2004 apply if you are leaving the EU with any airline, or arriving in the EU with an airline registered in the EU (or Iceland, Norway or Switzerland). AirHelp helps all air passengers from all countries who have experienced delayed, cancelled or overbooked flights that are subject to this EU regulation.
  • Do I have to be a European citizen?

    No. You can claim compensation even if you're not a European citizen. Your citizenship does not impact your rights under EC 261/2004.
  • Why should I be compensated?

    Increased mobility throughout Europe has created the need for common air passenger rights. EU Regulation 261/2004 ensures that airlines compensate their passengers when they cause serious inconvenience to their customers. Your time is precious!
  • Which countries and airlines are subject to EU passenger rights?

    The flight passenger rights stated in the EU regulation (EC) 261/2004 apply if you are leaving the EU with any airline, or arriving in the EU with an airline registered in the EU (or Iceland, Norway or Switzerland). AirHelp helps all air passengers from all countries who have experienced delayed, cancelled or overbooked flights that are subject to this EU regulation.
  • How far back can I get compensation?

    If you have been on a delayed, canceled or overbooked flight within the last three years you are entitled to compensation and can send your flight ticket information to AirHelp. We take care of the rest.

  • Can I claim compensation from a flight that was paid by my employer?

    The compensation follows the passenger - not who paid for the ticket. If you're late on a business trip, you as a passenger can claim compensation and damages.
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