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    How do I know if I’m entitled to compensation?

    Check Compensation

    Submitting claims

    • What should I do if the airline contacts me personally after I have filed a claim with AirHelp?

      Sometimes the airline will contact you as soon as they receive news of your claim, in order to persuade you to accept a reduced sum. In this case, you should inform AirHelp as soon as possible.

    • How can I check the status of my claim?

      As soon as there’s new information regarding your claim, we will inform you immediately via email. If you haven’t heard from us, it’s because nothing has happened yet. For peace of mind, you can check the status of your claim in the Claims & Flights area of your Customer Dashboard.

    • What happens when the airline is not responsive at all?

      If the airline doesn’t reply to us, we hand the claim to our contract lawyers for legal assessment. The next step is to contact the National Enforcement Body in your specific country and/or take the airline to court.

    • What happens when the airline wrongfully rejects my claim for compensation?

      If the airline refuses to pay out, we hand the claim over to our contract lawyers for legal assessment. Unfortunately, we can’t send all claims to the National Enforcement Body or take every claim to court, but we strive to fight the airlines whenever possible. A court decision can open up opportunities for compensation for lots of other claims, so just because the airline rejects your claim doesn’t mean it’s the end of the story.

    • Do airlines always give a reason for rejecting a claim?

      Unfortunately not. If the airline fails to provide a reason for the rejection, we treat the claim as if they did not answer at all and hand it over to our contract lawyers for legal assessment. In some cases, it’s not possible to file lawsuits, in which case the the final option is to contact the National Enforcement Body in your specific country.

    • They canceled my flight and refunded my money. Can I still claim?

      As long as the airline didn’t provide at least 14 days’ notice and your flight is eligible under EC 261, the answer is yes – passengers can receive both compensation AND a refund. However, in order to receive the refund, airlines will often ask you to sign a waiver. Some waivers include a forfeiture of compensation clause, effectively making it impossible to also claim compensation. If you plan to file a claim, be sure to read the fine print on anything you sign!

    • Why did I only receive 50% of my compensation?

      Under European regulation EC 261, if a passenger accepts re-routing for a canceled flight, the airline can reduce the amount of compensation paid by half, provided the passenger arrives at his or her final destination within a certain time frame. That timeframe is based on the length of the flight as follows:

      Travel distanceTotal delay

      All flights less than 1,500 km

      Less than 2 hours late

      Flights within the EU over 1,500 km

      Less than 3 hours late

      Non-internal EU flights between 1,500 and 3,500 km

      Less than 3 hours late

      Non-internal EU flights greater than 3,500 km

      Less than 4 hours late

      Although compensation amounts for delayed flights are usually not affected by this rule, there is one exception:

      Travel distanceTotal delay

      Non-internal EU flights greater than 3,500 km

      Between 3 and 4 hours late

      In these particular cases, the compensation paid could also be reduced by half.

    • How do I reset my password?

      If you have forgotten your password, and cannot log in to your account, please use the reset password link.

    • How can I contact AirHelp?

      If you’ve got a question for AirHelp you should first see if we have answer here in our Help section.

      Here are the answers to our most common questions:

      How much do I have to pay you?

      Why does it take so long?

      Am I entitled to compensation?

      You asked me to send some documents – how do I do that?

      Or simply type your question into the search box.

      If you have already submitted a claim:

      For specific questions regarding your claim you can use our contact form.
      Please note: if you are not already logged in to AirHelp, you will be prompted to log in before you see the contact form.

    • The weather was nice, so why did you reject my claim?

      In our endeavor to ensure success for all of our claimants, we meticulously assess claims right after the submission process and when the possibility of taking legal steps arises.

      When a disruption is caused by weather conditions, it does not necessarily mean that the weather at the departure airport was bad. Remember, a plane crosses through multiple airspaces when traveling to any destination. Before departure, the airline also makes sure nothing at your destination (or along the way to your destination) has the potential to inconvenience or endanger passengers. We firmly stand behind the comfort and safety of all air passengers.

      Extreme weather conditions are considered an “extraordinary event” because it is beyond the airline’s control. As such, these claims are not eligible for compensation and we cannot take these types of cases to court.

    • Why aren’t you answering me?

      Flight disruptions have always been complex issues and we are ready to take them on, but as more and more people find out about their rights and would like to exercise them, we experience a very high volume of claims.

      Our agents work hard to process as many claims as humanly (and mechanically) possible. This may sometimes mean a delay in our response to your queries, but don’t worry! If you need immediate assistance, you can contact us via chat.

      We work tirelessly to fight for your rights and process claim compensation requests. We not only contact airlines and make sure your documentation is in order, but we routinely design and implement improvements to our system. We even fight for legal precedents that favor air passengers at large!

    • I was traveling with some friends and they’ve already received their compensation. Where’s mine?

      There’s nothing to worry about – if your friends have received theirs, that’s a good sign and will make your case stronger. Every claim is handled separately both by us and the airline, so while we process your claim as quickly as we can, there is no rule saying the airline must deal with claims in a certain order. Rest assured, we’ll contact you as soon as we have an update.

    • Why does it take so long?

      Well, some claims are processed very quickly and others take longer. We process your claim, but then it’s up to the airline to accept it. How long this takes can vary, depending on which airline you’re claiming from, what time of year it is and whether or not the airline is suddenly having to deal with a lot of claims at once. So if you’re unlucky, the process can take a while. But don’t lose hope!

    • How do I cancel my claim?

      Once submitted our Terms and Conditions allow 14 days to cancel. We will always recommend you let us proceed on your behalf, but if you do change your mind, then you are free to cancel unless your claim has already been accepted by the airline. Please check our Terms and Conditions for more details.

    • How long does a claim take?

      This varies, but we try to get your compensation to you as soon as we can. Some airlines answer within two or three days, others answer within four to six weeks. Some never answer. We are always chasing up on claims and pushing for a response from the airline, but in the longest cases this can take from six months to more than a year.

    • How do I use AirHelp?

      There are two ways you can use AirHelp to file a claim for airline compensation. You can file a claim using your flight number, or you can connect AirHelp to your inbox to search for any eligible flights from the past three years. If we find any flights that qualify, we’ll let you know!

    • My type of flight disruption isn’t listed on the website - can I file a claim?

      Under EU regulation EC 261, delays, cancellations and boarding denials are covered, while US law only provides coverage for boarding denials due to overbooked flights. If your disruption is of a different nature, we encourage you to approach the airline directly. Even though they may have no legal obligation to compensate you, it never hurts to ask.

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