Most asked questions

• What are my rights regarding Coronavirus/Covid-19?

  If your flight is canceled because of the Coronavirus
  You are entitled to:

  A full refund of your ticket
  or
  An alternative flight (when flights are rescheduled).

  If you’re stranded at the airport because of a cancellation you’re entitled to care. That includes:

  • Meals and refreshments.
  • Access to communication.
  • Accommodation when necessary.

  At this point in time, we cannot accept claims for compensation for flight cancellations caused directly by Coronavirus, as the airlines must prioritize the health and safety of their passengers and crew first and foremost.

  This includes flights to and from any areas affected by a travel warning or ban.

  What if I don’t want to fly?

  If you decide not to travel due to the Coronavirus you should contact your airline to find out what their refund policy is, or to see if they have specific guidelines covering the outbreak.

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• Will I still have to pay if the case is lost in court?

  AirHelp works on a “no win, no fee”basis. So if we don’t win the case in court, we won’t charge you any fee for our services — that’s part of AirHelp’s promise.

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• 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.

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• Why does it take so long to get compensation?

  While we put all our efforts into making the claim process as short as possible, the process does involve some third parties who we need to coordinate with, such as airlines and aviation authorities. Some have quick processing and response times, others take a bit longer. Rest assured we push them to respond as fast as they can.

  Additionally, during busy holiday seasons, the claims volume is much higher, which can affect the processing times for all parties involved.

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• 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 hours	more than 2 hours	more than 3 hours	more than 4 hours	never arrived
  Denied boarding*	€ 250	€ 250	€ 250	€ 250	€ 250	< 1500 km
  	€ 400	€ 400	€ 400	€ 400	€ 400	1500 km < 3500 km
  	€ 600	€ 600	€ 600	€ 600	€ 600	3500 km <
  Delayed	€ 0	€ 0	€ 250	€ 250	€ 250	< 1500 km
  	€ 0	€ 0	€ 400	€ 400	€ 400	1500 km < 3500 km
  	€ 0	€ 0	€ 300	€ 600	€ 600	3500 km <
  Canceled**	€ 125	€ 250	€ 250	€ 250	€ 250	< 1500 km
  	€ 200	€ 200	€ 400	€ 400	€ 400	1500 km < 3500 km
  	€ 300	€ 300	€ 300	€ 600	€ 600	3500 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.

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