Artículo 1: Definiciones

En estos términos y condiciones (T&C), los términos definidos abajo deben tener el siguiente significado:

  • 1.1 “Acuerdo”: un acuerdo entre un cliente y AirHelp que se alcanza tras la aceptación de estos TyC por el cliente, que se considera completado cuando el cliente haya firmado el formulario de cesión de derechos o un documento de autorización.
  • 1.2 “AirHelp”: AirHelp Limited, una compañía incorporada en Hong Kong con domicilio social en 9B Amtel Building, 148 Des Voeux Road Central, Central, Hong Kong (Compañía Nr. 1926223, BR Nr. 61625023-000)
  • 1.3 ”Regulación de los Derechos del Pasajero aéreo”: cualquier ley, regulación, directriz o similar, que haya sido dictada a nivel estatal, federal, EU, nacional o regional, que establece normas sobre compensaciones monetarias a pasajeros en caso de overbooking, retraso o cancelaciones de vuelos.
  • 1.4 “Cesión de derechos”: el documento a través del cual el cliente, sujeto a los términos y condiciones que allí figuran, cede el derecho de la reclamación a AirHelp.
  • 1.5 "Documento de autorización": un documento para el cliente, proporcionado por AirHelp. que autoriza al segundo o a uno de los afiliados o socios de AirHelp a actuar en nombre del cliente. El documento puede encontrarse en múltiples formatos, incluyendo, pero no limitado a, un formulario de cesión de derechos o un acuerdo de atención al cliente.
  • 1.6 “Reclamación”: cualquier reclamación de compensación monetaria contra una aerolínea de conformidad con lo dispuesto en la Regulación sobre los derechos del pasajero aéreo.
  • 1.7 “Cliente(s)”: persona(s) que acepta(n) estos Términos y Condiciones.
  • 1.8 “Compensación”: importe total de dinero pagado por una aerolínea en relación con una indemnización, compensación, acuerdo, gesto de buena voluntad o de otra manera para el cliente o AirHelp después de que el cliente haya aceptado estos TyC. Para evitar dudas, una compensación por vuelos no incluye ningún pago de costas judiciales o salarios de abogados, gastos de recaudación, intereses o similar cuyos pagos puedan pertenecer únicamente a AirHelp.
  • 1.9 “Acciones legales”: presentar una reclamación ante un tribunal o cuerpo gubernamental, tal como organismos nacionales de aplicación (AESA), o transfiriendo una reclamación a un representante legal contratado, tales como abogados o bufetes.
  • 1.10 ”Lista de precios”: apéndice adjunto a estos Términos y Condiciones especificando las monedas aceptadas, métodos de pago y todas las comisiones cargadas por AirHelp.
  • 1.11 ”Regulación 261/2004": Regulación (EC) Nr. 261/2004 del Parlamento europeo y del Consejo fechada el 11 de febrero del 2004, que establece normas comunes sobre compensaciones monetarias y asistencia a pasajeros en caso de overbooking, cancelaciones de vuelos o retrasos prolongados.

Artículo 2: Acuerdo

  • 2.1 Cuando el cliente contacta con AirHelp Group para tramitar su reclamación, éste acepta automática y simultáneamente estos T&C.
  • 2.2 Se establecerá un acuerdo solamente si AirHelp acepta tramitar la reclamación del cliente. AirHelp tiene derecho a renunciar la tramitación de cualquier reclamación por el motivo que sea. En caso de renuncia, AirHelp lo notificará al cliente. Si AirHelp acepta tramitar la reclamación del cliente, le solicitará firmar el formulario de cesión de derechos o un documento de autorización. Una vez firmado el formulario de cesión de derechos o el documento de autorización, se habrá formalizado el acuerdo entre AirHelp y el cliente.
  • 2.3 Al establecer un acuerdo con AirHelp, el cliente garantiza que él/ella está autorizado y tiene capacidad legal para establecer un acuerdo.
  • 2.4 El cliente reconoce que AirHelp solamente le asiste en referencia a la solicitud de compensación. El cliente está de acuerdo en que AirHelp no acepte vales de viajes y/u otros servicios como compensación y que una oferta de esta clase de la aerolínea, será considerada como negación de pago.
  • 2.5 El cliente garantiza que la reclamación no ha sido asignado a terceras partes y que no existe ninguna disputa legal pendiente o prevista entre el cliente y la aerolínea por el mismo asunto.
  • 2.6 Una vez firmado el formulario de cesión de derechos o un documento de autorización, el cliente no podrá contratar a ningún tercero para continuar con la reclamación o asignar el caso a ningún tercero. Cualquier acuerdo o asignación existente, si los hubiese, deberá ser cancelado antes de firmar el formulario de cesión de derechos o el documento de autorización.
  • 2.7 Si el cliente recibe un pago directo o cualquier otro tipo de compensación de la aerolínea correspondiente después de formalizar el acuerdo, el cliente está obligado a informar a AirHelp inmediatamente. Tales pagos se considerarán una compensación por el vuelo.
  • 2.8 Una vez firmado el formulario de cesión de derechos o un documento de autorización, el cliente estará obligado a cesar cualquier negociación con la aerolínea y a dirigir cualquier contacto de la aerolínea a AirHelp con el fin de conseguir el mejor resultado posible.
  • 2.9 El acuerdo finaliza:
    • i) cuando la compensación ha sido aceptada por AirHelp, recibido el pago de la aerolínea por AirHelp y transferido al cliente después de deducir la comisiones aplicables, o
    • ii) cuando AirHelp establece que sería inútil continuar con la reclamación tras analizar en profundidad el caso y advierte al cliente de que no se continuará con dicha reclamación.
  • 2.10 Si el acuerdo finaliza según el parágrafo 2.9 ii y el cliente así lo requiere, la reclamación podrá ser reasignada al cliente, libre de cargas (ver Lista de Precios). En lo sucesivo, el cliente será libre de proseguir la reclamación.
  • 2.11 Se aplicarán términos y condiciones diferentes a reclamaciones enviadas por clientes de conformidad con los acuerdos de AirHelp con terceras partes.

Artículo 3: Descripción del servicio

  • 3.1 AirHelp impone la reclamación de compensación del cliente en base a la Regulación 261/2004 o cualquier otra Regulación de los derechos del pasajero vigente aplicable al transporte aéreo del cliente particular.
  • 3.2 Se deben enviar a AirHelp los datos e información del vuelo a través del sitio web, las aplicaciones para móvil, el correo electrónico, otras soluciones electrónicas o de software compatibles con AirHelp o por teléfono. Una vez recibida la reclamación, AirHelp inicia una investigación para confirmar la información y verificar los datos de vuelo. Si esa evaluación prueba que la reclamación es suficientemente viable, AirHelp informa al cliente de que se acepta su reclamación e informa al cliente de la necesidad de firmar el formulario de cesión de derechos o un documento de autorización.
  • 3.3 Con el fin de continuar con la reclamación del cliente con éxito, AirHelp necesita el formulario de cesión de derechos o un documento de autorización firmados por el cliente, los cuales se pueden enviar a través del sitio web mediante la aplicación para móvil, el correo electrónico o por servicio postal. Una vez recibido el documento de cesión de derechos o el documento de autorización, AirHelp prepara una reclamación de pago y la envía a la aerolínea operadora a la mayor brevedad y se ocupa de la demás correspondencia.
  • 3.4 Si la aerolínea rehusa pagar compensación por vuelos en un período razonable y al respecto, el caso puede ser validado con la certeza adecuada, AirHelp puede iniciar acciones legales para continuar con la reclamación. En el caso de iniciar acciones legales, la aplicación de la comisión por acciones legales cubrirá los costes adicionales que deriven de dicho trámite (ver Lista de Precios).
  • 3.5 En caso de que se designe a un representante legal contratado para iniciar acciones legales, el cliente permitirá a AirHelp otorgar acceso a éste a todos los datos aportados a AirHelp y permite al representante legal transferir a AirHelp la información concerniente al procedimiento. Si se requiriese documentación adicional, como una declaración jurada, autorización, documento de cesión de derechos o cualquier otra documentación relevante para el tribunal, el cliente se compromete a firmar dicha documentación adicional. En el caso de que el cliente ya haya firmado un documento de autorización y firme un COA (certificado de autorización) o un poder notarial, el derecho sobre su reclamación vuelve automáticamente al cliente.
  • 3.6 Si el representante legal contratado llega a la conclusión de que hay pocas posibilidades de éxito, el cliente será informado de ello y AirHelp no seguirá adelante con la reclamación.
  • 3.7 Si AirHelp o el representante legal contratado establece procedimientos legales para proceder con la reclamación, AirHelp cubrirá cualquier coste derivado de dicho trámite en el caso de perder el litigio. En el caso de que se gane el litigio o se encontrase un acuerdo entre la aerolínea y AirHelp, AirHelp cubrirá cualquier coste que hubiese surgido y que no sea cubierto por la aerolínea.
  • 3.8 El cliente reconoce que aceptar cualquier acuerdo ofrecido es únicamente la decisión de AirHelp, puesto que el cliente ha asignado la reclamación a AirHelp. En caso de que AirHelp actúe en nombre del cliente gracias a un documento de autorización, el cliente autoriza a AirHelp a aceptar o rechazar cualquier oferta de acuerdo en base a la experiencia de AirHelp con la aerolínea y el consejo de representantes legales externos.

Artículo 4: Comisiones y pagos

  • 4.1 AirHelp tramita la reclamación del cliente libre de costes. Si AirHelp tiene éxito recolectando la compensación, AirHelp transferirá la parte establecida de la compensación al cliente, sujeta solamente a la comisión aplicable según la Lista de Precios.
  • 4.2 El pago de compensación por vuelos acordado para el cliente se efectuará según las opciones indicadas en la lista de precios.
  • 4.3 Si el cliente a proporcionado información insuficiente o errónea necesaria para el pago de la compensación y ésta es devuelta a AirHelp, AirHelp tiene derecho a deducir costes externos impuestos a AirHelp además de una comisión por cambio para cubrir coste internos, por cada incidente (ver Lista de precios). Si después de repetidos recordatorios y esfuerzos razonables de AirHelp de contactar con el cliente, éste no responde para corregirlo o no proporciona la información requerida para el pago de la parte acordada de la compensación, AirHelp tendrá derecho a reservar la parte de la compensación que en otras circunstancias hubiese sido transferida al cliente.
  • 4.4 Una vez AirHelp haya realizado el pago de la compensación según las instrucciones del método de pago elegido por el cliente, AirHelp no será responsable de:
    • i) cheques, tarjetas de débito prepago, tarjetas de crédito o similar perdidas en tránsito;
    • ii) ningún efecto del cliente dando información bancaria, dirección errónea o similar, incluyendo pero no limitando a, la compensación pagada a un destinatario erróneo. Si la compensación ha sido pagada a un destinatario erróneo por un error del cliente, AirHelp no está obligada a reclamarla activamente.
  • 4.5 No puede ser reclamados ningún tipo de intereses por el período entre la entrada y salida del pago. AirHelp reserva el derecho a retener cualquier interés que haya sido recuperado de la aerolínea.
  • 4.6 No se proveerá por defecto de ninguna factura por el servicio prestado y comisión cargada, pero puede ser solicitada y enviada por email una factura electrónica.
  • 4.7 AirHelp no será responsable de ningún importe de compensación, daños o similar, si AirHelp tiene un impedimento para transferir el pago al cliente debido a un acontecimiento fuera de su control incluyendo sin limitación, huelga, cierre, disputa laboral, acto de fuerza mayor, guerra, disturbio, disturbios sociales, daños intencionados , cumplimiento de una ley u orden gubernamental, norma, regulación o directriz, accidente, averías en la planta o maquinaria, fuego, inundación o tormenta.

Artículo 5: Protección de datos

  • AirHelp sólo utilizará los datos personales proporcionados por el cliente con la finalidad de tramitar la reclamación del cliente de conformidad con el acuerdo y respetando todas las leyes de privacidad y protección de datos. El cliente proporciona a AirHelp datos personales bajo la Ley de Protección de Datos Personales u otras leyes de protección de datos aplicables, con el permiso explícito para procesar los datos proporcionados y para el uso de los mismos en el contexto del acuerdo. AirHelp sólo transferirá los datos personales a terceras partes bajo las condiciones indicadas abajo:
    • i) ​ si el cliente ha dado su consentimiento;
    • ii) ​ si es por una finalidad directamente relacionada con el objetivo original por el cual fueron recopilados los datos;
    • iii) si es necesario para la preparación, negociación y cumplimiento de un contrato con el cliente;
    • iv) si es requerido debido a una obligación legal, administrativa o orden del tribunal.
    • v) ​ si es requerido para el establecimiento o protección de reclamaciones legales respecto a acciones judiciales;
    • vi) si sirven para la prevención de la utilización incorrecta u otras actividades ilegales tales como ataques deliberados, para garantizar la seguridad de los datos.

Artículo 6: Datos e información del cliente

  • 6.1 A petición de AirHelp, el cliente debe proporcionar a AirHelp todos los datos o información necesaria para la ejecución del acuerdo. El cliente garantiza que los datos e información proporcionados son correctos, completos y ciertos.
  • 6.2 El cliente está de acuerdo en indemnizar totalmente a AirHelp en todos los aspectos por todas las reclamaciones de terceras partes, incluido pero no limitado, por comunicación incorrecta del cliente, provisión de datos o información incorrecta y conducta fraudulenta.
  • 6.3 En caso de datos o información incorrecta y conducta fraudulenta, AirHelp reserva el derecho a finalizar el acuerdo con efecto inmediato. Si el acuerdo se finaliza de conformidad con este parágrafo, el cliente no tendrá ningún derecho a compensación de ningún tipo.

Artículo 7: Política de retirada de reclamación

Artículo 8: Provisiones finales

  • 8.1 AirHelp está autorizada a modificar estos TyC y la lista de precios, y a establecer condiciones adicionales en cualquier momento y sin notificación. Sin embargo, aquellos cambios que conlleven un efecto negativo al cliente no se aplicarán a este, a no ser que acceda a dichos nuevos cambios.
  • 8.2 Serán aplicables las leyes de Alemania a estos Términos y Condiciones, al formulario de cesión de derechos y al acuerdo entre AirHelp y el cliente. Cualquier conflicto derivado de o en relación a estos Términos y Condiciones, al formulario de cesión de derechos o al acuerdo entre AirHelp, deberá ser resuelto exclusivamente ante los tribunales de Copenhagen, Dinamarca, en primera instancia.
  • 8.3 Si alguna disposición de estos T&C fuese o se convirtiese en nula, ilegal o inaplicable, ésto no debe afectar la validez de las disposiciones restantes de ningún modo.
  • 8.4 Derechos y obligaciones totales o parciales relativos a cualquier reclamación enviada debe ser transferida sin restricciones dentro de AirHelp y por AirHelp a terceras partes.
  • 8.5 En caso de contradicción entre versiones de estos Términos y Condiciones en otros idiomas, prevalecerá la versión en inglés.

AirHelp Pro Membership lasts 12 months from the Subscription Date stated on Subscription Receipt. Upon completing the Subscription Payment, a new Member also accept these terms and conditions (the “Terms”), which is an agreement between a Member, and AirHelp.

1. Benefits Overview

  1. As a Member, you will enjoy one or more of the following Benefits in the event of a Trip Disruption:
    1. Cash
    2. Lounge Access
    3. Concierge Service
    4. EC 261 Verification
    5. AirTaxBack
  2. Your access to the Benefits depends on the type of Trip Disruption you have experienced. Here is a short summary:

Trip Disruption

Cash

Lounge Access

Concierge Service

EC 261 Verification

AirTaxBack

Delay / Cancellation / Missed Connection / Diversion

$100

Yes

Yes

Yes

Yes

(cancellation only)

Tarmac Delay

$1,000

Yes

Yes

Yes

No

Denied boarding

$1,000

Yes

Yes

Yes

No

2. Trip Disruption Overview

  1. There are different types of Trip Disruptions and you should know the differences, since they come with different Benefits.
  2. It is only Covered Trips that entitle you to Benefits in the event of a Trip Disruption. So look further below to see what Covered Trips are.
  3. One Covered Trip cannot be deemed to have sustained more than one Trip Disruption. E.g. a Covered Trip cannot be deemed to have sustained a Delay and a Tarmac Delay.
  4. Delay
    1. An event, where the aircraft departs more than two (2) hours later then your Scheduled Departure, except a Missed Connection or Tarmac Delay (“Delay”). We may use commercially available information to verify the Delay and determine the length of the Delay. In the case of a dispute, information from the Carrier of the delayed flight shall be considered the final authority on the Delay and the length of the Delay. If there is no reasonably available information from the Carrier of the delayed flight, AirHelp’s commercially available information shall be considered the final authority.
  5. Cancellation
    1. An event, where the Carrier cancels a flight in your Covered Trip (“Cancellation”). We may use commercially available information to verify the Cancellation. In the case of a dispute, information from the Carrier of the cancelled flight shall be considered the final authority on the Cancellation. If there is no reasonably available information from the Carrier of the cancelled flight, AirHelp’s commercially available information shall be considered the final authority.
  6. Diversion
    1. An event, where the Carrier diverts a flight in your Covered Trip to another airport than the scheduled Destination (“Diversion”). We may use commercially available information to verify the Diversion. In the case of a dispute, information from the Carrier of the diverted flight shall be considered the final authority on the Diversion. If there is no reasonably available information from the Carrier of the diverted flight, AirHelp’s commercially available information shall be considered the final authority.
  7. Missed Connection
    1. An event, where you fail to board the Connecting Flight after arriving within 30 minutes of the Actual Departure of the Connecting Flight to your Final Destination, excluding Denied Boarding (“Missed Connection”). We may use commercially available information to verify the Missed Connection. In the case of a dispute, information from the Carrier(s) of the delayed flight and the missed flight shall be considered the final authority on the Missed Connection. If there is no reasonably available information from the Carrier(s) of the flights, AirHelp’s commercially available information shall be considered the final authority.
  8. Tarmac Delay
    1. An event, where you after boarding the aircraft of a flight in your Covered Trip and the aircraft has left the boarding area are inside the aircraft for more than three (3) hours before the aircraft either (i) returns to a boarding area and allows you to leave the aircraft or (ii) takes off (“Tarmac Delay”). To measure the length of the Tarmac Delay we will use the official information of the U.S. Department of Transportation or other similar governmental entity with the information and authority to define and accurately track airline tarmac delays. Alternatively, we may use commercially available information to determine the Tarmac Delay. In the case of a dispute, information from the U.S. Department of Transportation or other similar governmental entity with the information and authority to define and accurately track airline tarmac delays shall be considered the final authority on the Tarmac Delay. If there is no reasonably available information from the U.S. Department of Transportation or other similar governmental entity with the information and authority to define and accurately track airline tarmac delays, AirHelp’s commercially available information shall be considered the final authority.
  9. Denied Boarding
    1. An event, where you are denied boarding to a flight in your Covered Trip because it was overbooked (“Denied Boarding”). We may use commercially available information to verify the Denied Boarding. In the case of a dispute, information from the Carrier of the overbooked flight shall be considered the final authority on the Denied Boarding. If there is no reasonably available information from the Carrier of the overbooked flight, AirHelp’s commercially available information shall be considered the final authority
  10. Disruption Categories
    1. Delay, Cancellation, Missed Connection and Diversion are each considered a “Everyday Disruption”.
    2. Tarmac Delay and Denied Boarding are each considered a “Nightmare Disruption”.
    3. In the event that a Trip Disruption is a Delay and a Missed Connection, the Trip Disruption shall be considered a Delay. In the event that a Trip Disruption is a Delay and a Tarmac Delay, the Trip Disruption shall be considered a Tarmac Delay.

3. Covered Trips

  1. To better understand what a Covered Trip is, we have to get some more terminology in place. In these Terms, the following apply:

    “Leg”: The smallest unit in a Trip. Any departure and subsequent landing event, a single flight.

    “Journey”: Any combination of Legs that are not interrupted by a scheduled layover or stop of more than 24 hours. A Journey may be interrupted by a Connection, but will always end with a stop that lasts longer than 24 hours. For example: Travelling from Los Angeles to Paris from LAX-ATL (Air France 8459) with 2 hrs and 10 minutes transfer to the next Leg from ATL-CDG (Air France 689). In the example, the Journey consist of two Legs. Typically, a round-trip Booking would contain two Journeys, and a one-way Booking would contain one Journey.

    “Trip”: all flights on your Booking and consisting of one or more Journeys. For example: Travelling round-trip from New York to Paris via London and then returning from Paris directly to New York. All of these Legs together make up the Trip, London-Paris, Paris-London-New York. In the example, the Trip consists of two Journeys and three separate Legs.

    “Booking”: is a Trip that is uniquely identified by a combination of the Legs covered by the Trip, the dates of the Legs, your name and an airline booking reference number (often referred to as PNR – passenger name record) consisting of five to six letters and/or numbers. You will find all of this information in your booking confirmation. Examples of airline booking references: 14YUP, VLOVU, 457192.

    “Travel Documents”: is your booking confirmation, ticket and boarding card.

    “Departure Airport”: is the departure airport of a Leg pursuant to the Travel Documents.

    “Origin Airport”: is the Departure Airport of the first Leg in a Segment pursuant to the Travel Documents.

    “Destination”: is the arrival airport of a Leg pursuant to the Travel Documents.

    “Final Destination”: is the arrival airport of the last Leg of a Journey pursuant to the Travel Documents.

    “Scheduled Departure”: is the exact time (hh:mm) that a flight is scheduled to depart to a Destination pursuant to your Travel Documents. The departure is measured as the point of time the aircraft takes off.

    “Connection”: is a stop/layover between two Legs that is not scheduled to last longer than 24 hours pursuant to your Travel Documents. For the avoidance of doubt, if a stop/layover is scheduled to last longer than 24 hours pursuant to your Travel Documents, even if you do not leave the airport, the stop/layover is considered to be separating two Journeys and not two Legs.

    “Connecting Flight”: is a flight in combination with one or more additional Legs that are ticketed together under the same Booking and are intended to be flown in sequence.

  1. Covered Trips only include Trips with you as the passenger pursuant to the Travel Documents. It does not matter whether it was you or someone else who paid for the Trip, as long as the Trip was not a free trip. Paying for the Trip fully or partly with miles or other bonus currencies does not disqualify coverage.

  1. Covered Trips only include Journeys with all Departure Airports and Destinations in EU, Switzerland, Norway, Iceland, USA, Mexico and/or Canada. Examples:

    Reykjavik – Montreal. Covered.

    Los Angeles-Madrid-Oslo. Covered

    Mexico City – New York – London. Covered.

    Miami - Mexico City - Buenos Aires.  Not Covered

    Bangkok – Helsinki. Not covered.

    Athens - Frankfurt-New York.   Covered.

    New York – Paris – Dubai. Not covered.

    Berlin – Beograd – Athens – Not covered. (Serbia is not an EU-country)

  1. Covered Trips only include Journeys with no more than two Legs. For example: If your Journey is Mexico City (MEX) – New York (JFK) – London (LHR), then both of these Legs are covered and you are eligible for Benefits if a Trip Disruption occurs. If the Journey is composed of Legs from Mexico City (MEX) to Miami (MIA) to London (LHR) to Palma de Mallorca (PMI), the Journey is not covered and no Legs in the Journey are covered.

  1. Covered Trips only include Journeys that pursuant to your Travel Documents are scheduled to be operated during your Membership. Time of purchase of the Booking is not relevant for coverage.

4. Receiving Benefits

  1. If you during a Covered Trip suffer a Trip Disruption you are entitled to receive Benefits. As explained, the Benefits you are entitled to receive depend on the Trip Disruption in question.
  2. To receive your Benefits, you have to log onto your personal page, press the “Trip Disruption” button, select the relevant Trip Disruption and upload or e-mail us your booking confirmation. Without the booking confirmation, we will not be able to verify that you have a Covered Trip. In the event of a Denied Boarding, we also need the confirmation of denied boarding that you received from the Carrier.
  3. Once we have been able to verify that you have a Covered Trip, we will offer you the Benefits that you are entitled to. During a Membership, the maximum amount of each Benefit you can receive is five for Everyday Disruptions and one for Nightmare Disruptions. To exemplify, during a Membership, the maximum amount of cash Benefits you can receive is USD 500 for Everyday Disruptions and USD 1,000 for Nightmare Disruptions. Consequently, during a Membership, the maximum amount of cash Benefits you can receive in total is USD 1,500.
  4. Cash
    1. You can claim the cash Benefit from the time of the Trip Disruption until three months after the expiry of your Membership. We will transfer the cash Benefit by crediting the credit card that you used to purchase your Membership, bank transfer or cheque at your choice.
    2. When AirHelp has paid the cash Benefit pursuant to the instruction of and method selection by you, AirHelp shall not be liable for:
      • i) checks, prepaid debit cards, credit cards and similar lost in transit to you;
      • ii) any effect of you giving wrong bank account information, wrong address or similar, including, but not limited to, the cash Benefit being paid to the wrong receiver. If cash Benefit at the fault of the Member has been paid to a wrong receiver, AirHelp shall not be obligated to actively reclaim it.  
    3. If you have purchased your Membership in EUR instead of USD, your cash Benefits are in EUR and not USD. E.g. your cash Benefit for a Delay is EUR 100.
  5. Lounge Access
    1. You can claim the lounge access Benefit from the time of the Trip Disruption until you leave the airport of the Trip Disruption. If your Leg from Rome to Paris is Delayed, the airport of the Trip Disruption is the airport in Rome. In case of a Missed Connection on the Journey Madrid to New York to Los Angeles, the airport of the Trip Disruption is in New York. The lounge access Benefit is provided one time per Trip Disruption, e.g. if upon exit of a lounge an additional payment is required to re-enter the lounge, such additional payment is not covered by the lounge access Benefit.
    2. Upon successfully claiming your lounge access Benefit, we will provide you with an electronic receipt or code that you will have to show at the relevant lounge to gain free access. To utilize the electronic receipt or code, you agree to the terms of our lounge partner and respect the rules of the relevant lounge.
    3. The lounge access Benefit is dependent on the opening hours of the supported lounges and the lounges actually supported by our partners. If the relevant lounge that you wish access to is not supported by our partners or open at the time you wish access, we will inform you of the lack of availability and will be released from our obligation to provide you with access.
  6. Concierge Service
    1. You can claim the concierge service Benefit from the time of the Trip Disruption until you leave the airport of the Trip Disruption, just like the lounge access Benefit.
    2. Upon successfully claiming your concierge service Benefit, we will help you find alternate flights. We will only provide you with options and are not responsible for the choices you make.
  7. EC 261 Verification
    1. You can always claim the EC 261 verification Benefit.
    2. Upon successfully claiming your EC 261 verification Benefit, we will help you determine if your Covered Flight entitles you to EC 261 compensation and benefits. If you chose to proceed with a EC 261 claim using the services provided by AirHelp, you accept AirHelp’s term & conditions for such service, which are available on AirHelp’s website here: AirHelp EC
  8. AirTaxBack
    1. You can claim the AirTaxBack benefit, if a flight in your Covered Trip was Cancelled, and you did not board a replacement flight.
    2. Upon successfully claiming your AirTaxBack Benefit, we will help you through our partner, AirTaxBack Ltd., to receive the taxes, fees and charges (commonly known as “TFCs”) from the Carrier.

5.Limitations

  1. In addition to limitations found elsewhere in these Terms, AirHelp’s obligation to provide you the Benefits do not apply in the following situations:
    • a) you never intended to take the Covered Trip;
    • b) in the event of a Cancellation, if the Cancellation was informed to you by the Carrier, travel agency, tour operator or other at least 48 hours before the scheduled departure of the Journey pursuant to your Travel Documents;
    • c) you intentionally or unintentionally caused the Trip Disruption;
    • d) you intentionally avoided or otherwise did not utilize any flight;
    • e) any Trip Disruption caused by or resulting from force majeure, including, but not limited to, war or any act of war, whether declared or not, civil disorder, riot, or insurrection, acts of terrorism, acts of God, such as volcanic eruptions and earth quakes, accidental release, escape or dispersal of nuclear or radioactive contamination; pathogenic, poisonous, biological or chemical materials; or pollutants;
    • f) any Trip Disruption caused by or resulting from labor protests or strikes;
    • g) any Trip Disruption caused by or resulting from a bird or lightning strike;
    • h) any Trip Disruption caused by air traffic control air space limitations;
    • i) any Trip Disruption caused by or resulting from the commission of or attempt to commit a felony by you, a family member, a traveling companion, or business partner, whether a Member or not;
    • j) any Trip Disruption if your Travel Documents do not contain specific travel dates (such as open tickets);
    • k) any Trip Disruption that occurs at a time when you are not a Member;
    • l) any Trip Disruption, if you have intentionally concealed or misrepresented any material fact or circumstance relating to the Membership, any claim, or any proof of Trip Disruption.

6. Miscellaneous

  1. Assignment

    You may not assign any of your rights, privileges or Benefits under the Terms. AirHelp may assign its rights and obligations pursuant to these Terms to any entity within the corporate group of AirHelp and its affiliates.

  2. Concealment or Fraud

    We are not obligated to provide the Benefits, if you have intentionally concealed or misrepresented any material fact or circumstance relating to the Terms or a claim for Benefits.

  3. Governing Law

    These Terms are governed by the state laws of Washington D. C., USA.

  4. Entire Contract

    These Terms represent the entire contract between you and AirHelp. AirHelp is authorized to alter these Terms and to set forth additional conditions at any time and without notice. Should any provision of these Terms be or become void, illegal or unenforceable, this shall not affect the validity of the remaining provisions in any way whatsoever. The English version of these Terms shall prevail in case of inconsistency to any other language version.

  5. Legal Action – US, Canadian and Mexican residents only

    Any dispute shall be governed by Mediation and Arbitration as set forth below. To the extent applicable law does not allow for mediation or binding arbitration the Member waives the right to a jury trial in any legal action asserted under or in connection with the Terms. The prevailing party in any lawsuit related to the Terms shall be entitled to reimbursement of all reasonable costs and expenses associated with the lawsuit, including attorneys’ fees. Any lawsuit related to these Terms must be brought where the dispute arose and in a court of competent jurisdiction within the United States.

  6. Mediation – US, Canadian and Mexican residents only

    Prior to the initiation of an Arbitration as to any issues in dispute under these Terms, AirHelp or any Member shall conduct a mediation pursuant to the Judicial Arbitration, Mediation and ADR Services (“JAMS”) by written notice to either Party. If JAMS is no longer in existence at the time of the potential dispute, then AirHelp may refer the potential dispute to the successor to JAMS or to a comparable alternative dispute resolution provider. Upon receipt, the Chairman of JAMS shall appoint a single neutral arbitrator from JAMS to resolve the potential dispute in the jurisdiction where the dispute arose. The arbitrator appointed shall follow the JAMS dispute resolution protocol. Any Mediation shall be resolved in sixty (60) days.

  7. Arbitration – US, Canadian and Mexican residents only

    If any dispute cannot be resolved by Mediation above, AirHelp and one or more Member(s) with respect to the rights of such Member(s) under these Terms, shall be submitted to binding arbitration, which shall be the sole forum for the resolution of disputes under or in connection with these Terms, if Mediation is unsuccessful, upon the written request of any party. The Commercial Arbitration Rules of the American Arbitration Association shall apply, except with respect to the selection of arbitrators, the payment of arbitration fees and costs, the location and the entry of the arbitration award.

    Selection of Arbitrators: One arbitrator shall be chosen by one side and another arbitrator by the other side, and a third arbitrator shall be chosen by the first two arbitrators before they enter into arbitration. All arbitrators shall be disinterested.

    Payment of Arbitration Fees and Costs: Each side shall pay the fee of its chosen arbitrator and half the fee of the third arbitrator. The remaining costs of the arbitration, including legal fees and disbursements, shall be paid as the written decision of the arbitrators directs, with it being expressly understood that the intention is to favour reimbursement of such fees and expenses to an insured that has brought a meritorious dispute. The fees to be borne by a side consisting of more than one party shall be divided equally among such parties.

    Location: Any arbitration hereunder shall take place in New York, New York, unless otherwise mutually agreed upon by the two sides.

    Entry of Arbitration Award: Judgment upon an arbitration award hereunder may be entered in, and enforced by, any court of competent jurisdiction

  1. Legal Action – EU, Norwegian, Icelandic and Swiss residents only

    Any dispute shall exclusively be settled by the Copenhagen City Court, Denmark, in first instance.

7. Termination

  1. Your Membership terminate automatically upon the expiration of your Membership period. You may also cancel your Membership at any time, but without any refund of your paid Membership Fee.  
  2. AirHelp may cancel your Membership at any time for non-payment of your Membership fee by giving you a 10-day notice period by e-mail.
  3. AirHelp may cancel your Membership for any reason by giving you a 90-day notice period by e-mail.
  4. AirHelp may cancel your Membership with immediate effect by e-mail for the following reason(s):
    • a) you have given a material misrepresentation in obtaining the Membership or in the presentation of a claim for Benefits under these Terms; or
    • b) you have failed to comply with the Terms.
  5. AirHelp will e-mail the notice of cancellation to your last e-mailing address known to AirHelp. The notice of cancellation will state the effective date of cancellation and the reason for the cancellation. If the Membership is cancelled, the Company will send you any Membership fee refund due. Refunds will be calculated on a pro-rata basis. The cancellation will be effective even if AirHelp has not made or offered a refund.
  6. Following termination, regardless of its kind, section 6 of these Terms shall continue to be in force between you and AirHelp.

8. Data Protection

  1. AirHelp will only use the personal data provided by you for the purpose of providing you Benefits in accordance with these Terms and with respect of all applicable privacy and data protection laws. You provide AirHelp with personal data under the Personal Data Protection Act or other data protection laws that may be applicable, with the explicit permission to process the personal data given and for the use thereof in the context of these Terms.
  2. AirHelp will only transfer the personal data to third parties under the conditions as listed below:
      • i) if you have given consent;
      • ii) if it is for a purpose directly related to the original purpose for which the personal data was collected;
      • iii) if it is necessary for the preparation, negotiation and fulfilling of a contract with you;
      • iv) if it is required due to legal obligation, administrative or court order;
      • v) if it is required for the establishment or protection of legal claims or in defence of court actions; or
      • vi) if it serves the prevention of misuse or other illegal activities, such as deliberate attacks, to ensure data security.
  3. On request by AirHelp, you will provide AirHelp with all data or information that is required for the execution of these Terms. You warrant that the data and information provided is correct, complete and true. You agree to fully indemnify AirHelp in all respects for all third-party claims including, but not limited to, incorrect Member communication, provision of incorrect data/information and fraudulent conduct.

9. Other Definitions

  1. In addition to other terms defined in these Terms, the below terms shall have the following meaning:
    1. “AirHelp” or “we”: AirHelp Limited, a company incorporated in Hong Kong with its registered office at 9B Amtel Building, 148 Des Voeux Road Central, Central, Hong Kong (CB No. 1926223, BR No. 61625023-000).
    2. “Carrier” means an air conveyance operated under a government license for the transportation of passengers for hire, operates according to a regular and published timetable, and for which the Member’s Covered Flight was purchased.
    3. “EC 261”: Regulation (EC) No. 261/2004 of the European Parliament and of the Council dated 11 February 2004, establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delays of flights.
    4. “Member” or “you”: individual that has accepted these Terms and paid the Subscription Payment.
    5. “Subscription Date”: the day in progress pursuant to Central European Time 24 hours after you have completed the Subscription Payment.

10. Consumer’s Cancellation Policy

  1. If you qualify as a consumer pursuant to the Danish Consumer Agreements Act i.e. you are a natural person who enters into a legal transaction for a purpose that is neither your commercial nor your independent vocational activity, you have a statutory right of cancellation. You can cancel your Membership within 14 days (e.g., letter, fax, e-mail) without the need to specify any reasons. The period will start running when you have accepted these Terms. To cancel the Membership, the cancellation must be mailed within the 14-day period. The cancellation must be sent to:

    AirHelp Limited

    9B Amtel Building

    148 Des Voeux Road Central

    Central

    Hong Kong

    or

    e-mail: [email protected]

    by using the following formula:

    “I hereby cancel my Membership of AirHelp Pro with immediate effect."

    Ordered at:

    Name:

    Address:

    Signature:

    Date: