FAQ
About AirHelp
If you’ve been on a delayed or canceled flight within the last 3 years, you may be entitled to compensation according to EU air passenger rights. AirHelp can help you get up to €600 to compensate for the inconvenience. The compensation amounts described are estimated amounts and will change depending on the customer’s actual entitlement to compensation.
Getting the compensation is not easy. You have to go through time-consuming paperwork and communications with the airlines—and still there’s a strong chance that your claim will be rejected by the airline.
mytrip has partnered with AirHelp to help you get your compensation easily. AirHelp checks your flight to see if you’re eligible, we prepare the required forms, we collect the evidence and legal references, and then we submit the claim to the airline on your behalf.
Getting compensated is never easy, but we have the knowledge and expertise to make it simple.
How do I use the service?
mytrip automatically sends you an email if your flight, booked via mytrip, may be eligible for compensation. If you want to make a compensation claim through AirHelp, the only thing you need to do is click the link to sign up for the AirHelp service and provide AirHelp with your name, email address and answer a couple of questions regarding your flight. AirHelp takes care of the rest.
What are Air Passenger Rights?
In 2004, the European Union (EU) wrote EC Regulation 261. This is an air passenger rights law that all EU member states must abide by. It states that air passengers must be financially compensated if their flight is delayed, canceled or overbooked. In October 2012, the EU's Court of Justice (EUCJ) made a second ruling. Passengers are entitled to compensation if their flight arrives three hours late or more, unless the delay is due to extraordinary circumstances beyond the airline's control, such as strikes or bad weather.
Since the laws were implemented, there have been many breakthrough judgments against the airlines in the European Court of Justice. This has drastically changed the landscape for air passengers.
What is an Assignment Form?
An Assignment Form is a written authorization to represent or act upon another’s behalf in a legal matter. To claim money on your behalf, AirHelp requires a signed Assignment Form from you.
The Assignment Form is used only for the purpose of getting your compensation from the airlines, and according to the strict code of air passenger rights. It does not authorize AirHelp to represent you in any other matter.
How long does it take?
This varies by claim. Airlines typically take 4-6 weeks to respond. AirHelp consistently follows up with the airline. If your claim is rejected by the airline, AirHelp escalates the case with the local authorities, and in some cases takes the airline to court. This process can take from 6 months to a year or more.
How do I get paid?
If the claim is successful, AirHelp contacts you for your preferred payment details.
How far back can I get compensated?
You can claim compensation if you have been on a delayed, canceled over overbooked flight within the last 3 years.
Do I get a claim status?
Yes. After submitting the claim to AirHelp, you will receive email updates on every new development surrounding your claim.
If I was not on the flight?
If you were not a passenger on the flight, AirHelp is not able to process your claim.
Can I claim compensation from a flight that was paid for by someone else?
The compensation is for the passenger, not the person who paid for the ticket.
I missed my connecting flight due to flight delay. Do I have a right to compensation?
When the same airline operates your connecting flight, you are entitled to compensation if the total delay to your final destination is more than three hours.
What are extraordinary circumstances beyond the airlines control?
A delayed or canceled flight is not always the fault of the airline. Under extraordinary circumstances—such as extreme weather conditions, political unrest or strikes—airlines are not obligated to pay you compensation. If in doubt, just send us your flight ticket information and state the reason given by the airline for the delay or cancellation. AirHelp will review your claim.
Any more questions? We’d be happy to answer them.
Please contact us and we will get back to you as soon as possible: