AirPayout Insurance

    AirPayout Insurance


    What is AirPayout?

    AirPayout is a new type of insurance, which is only available to AirHelp Plus members. AirPayout proactively tracks your flight and swiftly pays you €100 if it gets canceled within 7 days before departure, was diverted, or arrives 3 or more hours late.


    How do I claim my AirPayout?

    If your flight is canceled within 7 days before departure, was diverted, or arrives 3 or more hours late, AirHelp will automatically email you an eligibility confirmation so you can quickly claim your €100 AirPayout.

    You will be prompted to add your bank details. It may take up to 5 working days for the money to show up in your bank account.


    How do I buy AirPayout insurance?

    We are currently trialing AirPayout to see if it is of interest to AirHelp Plus Members. That means it is only available to a very select number of customers, who will be able to purchase it from their AirHelp Plus dashboard.

    If there isn’t an option to purchase, we’re very sorry that it’s not available to you at this time. Please check back soon.


    In what situations will I get paid if I have AirPayout insurance?

    If you have bought AirPayout you will receive €100 in the following situations:

    • Your flight is canceled by the airline within the 7 days before departure

    • Your flight is diverted from its original destination

    • Your flight arrives at its destination 3 or more hours later than scheduled

    Unlike compensation for flight disruptions, the cause of the problem is not important, and you will receive your €100 even if the airline is not at fault.


    What is a diverted flight?

    A diverted flight is one where the flight takes a different route or lands at a different airport than originally scheduled.

    For example, if your flight was scheduled to land at London Heathrow, but for some reason it lands instead at London Gatwick, that is considered a diverted flight.


    How long does it take to get my AirPayout money?

    Once you have supplied your bank details it may take up to 5 working days before the money shows up in your bank account.


    Is it safe to share my bank details?

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

    You can read the AirHelp Privacy Policy here.


    Does AirPayout work if I cancel the flight myself?

    You are only entitled to a €100 AirPayout for cancellation where the airline cancels the flight.

    Unfortunately, we are not able to offer a refund for your AirPayout policy if you decide not to take the flight, unless you’re able to cancel the policy within 14 days of purchasing it.


    Can I add AirPayout insurance for all passengers traveling with me and for all flights in my itinerary?

    Yes, you can choose which flights and which passengers you want to be covered by AirPayout.

    You should know that we can only offer AirPayout for flights that either arrive or depart the EU, so you won’t be able to add it for any flights in your itinerary which are entirely outside the EU.


    How much time does it take to confirm I’m eligible for the AirPayout money?

    We aim to confirm eligibility as quickly as possible. If a disruption occurs (i.e. your flight is canceled within 7 days before departure, was diverted, or is delayed 3 hours or more on arrival) AirHelp will confirm your eligibility for the €100 payout within at least 36 hours of the disruption occurring. 


    Can I cancel AirPayout?

    Yes, ​​you have 14 days from the date of purchase to request a cancellation and refund without having to provide us with any explanation. 

    Please note that we cannot refund you if you already traveled on flights covered by AirPayout within those 14 days.

    To cancel please contact our agents using our Online Chat or email [email protected]


    I have AirPayout and my flight was disrupted but I have not received any eligibility email from AirHelp

    You should receive an AirPayout email from AirHelp if any of the following disruptions occur: 

    • Your flight is canceled by the airline within 7 days before departure.

    • Your flight is diverted from its original destination.

    • Your flight arrives at its destination 3 or more hours later than scheduled.

    If you believe your flight qualifies for a payout, but have not received a notification from AirHelp, you can request a review of your claim here


    My flight is disrupted and I believe I am eligible for AirPayout. Why is AirHelp saying I am not?

    To ensure all decisions are fair, AirHelp uses data from multiple independent third parties to monitor the status of all flights. It is this third party data that will determine when a flight qualifies for a payout.

    This information is considered final, and cannot be disputed by either AirHelp or the customer. However you can request that your claim be reviewed by our insurance partners here. 


    My flight was delayed or diverted and is eligible for AirPayout — but I was not onboard. Will I receive the €100 payout?

    One of the conditions of AirPayout is that you were onboard the flight that was delayed or diverted. If you declare that you were not onboard, we cannot make the payment.

    This condition does not apply for canceled flight disruptions.


    I have provided my bank account details but I have not received my AirPayout money yet

    Once you have supplied your bank details, It may take up to 5 working days for the money to show up in your bank account.

    However, in spite of our best efforts, there may be situations where it may take longer for the banks to process the payment.

     If you have not received the money after 7 working days, please contact our agents using our online chat or at [email protected].


    What currency can I purchase AirPayout in?

    You will pay for AirPayout in Euros. If your bank account is in a different currency, your bank will apply the exchange rate for the purchase.


    Which countries’ bank accounts are currently supported by AirPayout?

    If you hold a bank account in the following countries you can fill out your bank details online for your payout:

    Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Estonia, Finland, France, French Guiana, Germany, Greece, Guadeloupe, Hungary, Ireland, Italy, Kosovo, Latvia, Lithuania, Luxembourg, Malta, Martinique, Mayotte, Monaco, Netherlands, Portugal, Réunion, Saint Barthelemy, Saint Martin, Saint Pierre and Miquelon, San Marino, Slovakia, Slovenia, Spain, Sweden, United Kingdom, Denmark, Norway, Poland, Romania, Iceland, Liechtenstein, United States.


    If your country is not in the list above, please contact our agents using our online chat or email [email protected] so we can collect your bank account details and send your payout.


    Will I receive AirPayout in my currency?

    The AirPayout is €100, and this is the amount we will send to your bank account. However the actual amount that you receive in your account will be in your account’s currency, and will depend on the current exchange rates applied by your bank.


    Who is the AirPayout money sent to?

    The person who purchases AirPayout is the primary passenger, and they will receive all the money in their bank account. Unfortunately it is not possible for us to send money to multiple bank accounts.


    I am under 18 years old, can I buy AirPayout insurance?

    AirPayout is currently only available to customers who are 18 or above. However, travelers under the age of 18 can be covered as part of a group, so long as the primary passenger is at least 18 or over.


    How can I make a complaint about AirPayout?

    If you are dissatisfied with AirPayout or the service you received we want to know about it. Please fill out our complaint form, which will be reviewed by our insurance partners.

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