Artigo 1: Definições

Nestes termos e condições (os “T&C”), os termos abaixo deverão ser interpretados como:

  • 1.1 “Acordo”: um acordo entre um Cliente e o grupo AirHelp é alcançado com a aceitação destes T&C pelo Cliente, que se efetua quando o Cliente assina o Formulário de Atribuição ou um Documento de Autorização.
  • 1.2 “AirHelp”: AirHelp Limited, uma empresa constituída em Hong Kong com sede em 9B Amtel Building, 148 Des Voeux Road Central, Central, Hong Kong (CB No. 1926223, BR No. 61625023-000).
  • 1.3 ”Regulação de Direitos dos Passageiros Aéreos”: qualquer lei, regulação, diretriz ou semelhante, emitida quer a nível estatal, federal, UE, nacional ou regional que estabeleça regras sob indemnização monetária para passageiros em situação de overbooking ou voos em atraso ou cancelados.
  • 1.4 “Formulário de Atribuição”: documento, no qual o Cliente, sob os termos e condições estabelecidos, cede a propriedade da reclamação à AirHelp.
  • 1.5 "Documento de Autorização": um documento providenciado ao Cliente pela AirHelp que autoriza a AirHelp ou um dos seus afiliados ou parceiros, a agir em nome do cliente. O documento pode ter várias formas e formatos, incluindo, mas não se limitando, a procurações ou acordos de assistência ao cliente.
  • 1.6 “Reclamação”: qualquer reclamação contra uma companhia aérea para indemnização monetária nos termos do Regulamento de Direitos dos Passageiros Aéreos.
  • 1.7 "Cliente(s)”: pessoa(s) que aceitou estes T&C.
  • 1.8 “Indemnização de Voo”: montante total a pagar por uma companhia aérea relativamente a uma reclamação, indemnização, liquidação, gesto de boa vontade ou não, ao cliente ou à AirHelp depois do cliente ter aceite estes termos e condições. Para evitar dúvidas, a Indemnização de Voo não inclui quaisquer pagamentos de honorários de advogados, custos judiciais, despesas de cobrança, juros ou outros pagamentos similar cuja responsabilidade é exclusiva da AirHelp.
  • 1.9 “Ação Legal”: Submeter uma Reclamação com um tribunal o entidade governamental tal como o Instituto Nacional de Aviação Civil (INAC), ou entregar a reclamação a um representante legal contratado tal como um advogado ou sociedade de advogados.
  • 1.10 ”Lista de Preços”: anexo a estes T&C onde são especificadas as moedas aceites, métodos de pagamento e todas as taxas cobradas pelo Grupo AirHelp.
  • 1.11 ”Regulamento 261/04”: Regulamento (CE) Nº. 261/2004 do Parlamento Europeu e do Conselho datado de 11 de Fevereiro de 2004, estabelecendo regras comuns de indemnização e assistência a passageiros em caso de recusa de embarque, cancelamentos ou longos atrasos de voos.

Artigo 2: Acordo

  • 2.1 Ao pedir ao Grupo AirHelp para perseguir a indemnização do Cliente, o Cliente automaticamente aceita estes T&C.
  • 2.2 Um Acordo apenas estará concluído se a AirHelp aceitar a Reclamação do Cliente. A AirHelp tem o direito de recusar a Reclamação sem ter de apresentar qualquer razão. Em caso de recusa, a AirHelp notificará o Cliente sem atraso significativo. Caso a AirHelp aceite a reclamação, será pedido ao Cliente que assine o Formulário de Atribuição ou um Documento de Autorização. Quando o Cliente assina o Formulário de Atribuição ou um Documento de Autorização, é concretizado um Acordo entre a AirHelp e o Cliente.
  • 2.3 Ao celebrar o Acordo com o Grupo AirHelp, o Cliente garante que ele/ela está autorizado e tem capacidade legal para celebrar o Acordo..
  • 2.4 O Cliente reconhece que o Grupo AirHelp apenas o assiste na reclamação para Indemnização de Voo. O Cliente aceita que a AirHelp não aceitará vales de viagem e/ou outros serviços em lugar de Indemnização de Voo e que tais ofertas serão consideradas como uma recusa de pagamento.
  • 2.5 O Cliente garante que a Reclamação não foi atribuída a terceiros e que não existe qualquer disputa legal pendente ou pendente entre o Cliente e a companhia aérea sobre o mesmo tema.
  • 2.6 Depois de assinar o Formulário de Atribuição ou um Documento de Autorização, o Cliente não poderá fazer com que qualquer outra instituição ou pessoa dê continuidade à reclamação. Quaisquer atribuições para resolução do problema, a existirem antes da assinatura do Formulário de Atribuição ou Documento de Autorização, devem ser canceladas.
  • 2.7 Se o cliente receber qualquer pagamento direto ou qualquer outra indemnização da companhia aérea em relação à celebração do Acordo, o Cliente deverá informar a AirHelp sem demora. Esses pagamentos devem ser interpretados como indemnização do voo.
  • 2.8 Após assinar o Formulário de Atribuição ou um Documento de Autorização, o Cliente está obrigado a terminar quaisquer negociações com a companhia aérea e encaminhar qualquer contacto com a companhia para a AirHelp de modo a assegurar que a AirHelp alcança o melhor resultado possível.
  • 2.9 O Acordo termina:
    • i) quando a Indemnização de Voo tiver sido aceite pela AirHelp, paga pela companhia aérea na totalidade à AirHelp e a parte da Indemnização de Voo acordada tiver sido transferida ao Cliente após a dedução das taxas aplicáveis, ou
    • ii) quando a AirHelp tiver estabelecido que será inútil continuar a gerir a Reclamação após uma análise e revisão do caso e notificou o Cliente de que já não continuará com o curso da Reclamação.
  • 2.10 Se o Acordo for terminado de acordo com o parágrafo 2.9ii e o Cliente expressar vontade, a Reclamação deverá ser devolvida ao Cliente, que não tem qualquer custo associado (ver Lista de Preços). A partir deste momento, o Cliente está livre de gerir a sua Reclamação.
  • 2.11 Diferentes termos e condições poderão ser aplicáveis a Clientes submetendo Reclamações sujeitos a parcerias da AirHelp com terceiros.

Artigo 3: Descrição de Serviços

  • 3.1 A AirHelp gere a Reclamação do Cliente para Indemnização de Voo da companhia aérea com base no Regulamento 261/2004 ou qualquer outra Regulação de Passageiros Aéreos em vigor e aplicável à companhia aérea do caso do Cliente em particular.
  • 3.2 Pode submeter informação de voo e mais informações à AirHelp através do website, aplicações móveis, email, outras soluções electrónicas ou de software suportadas pela AirHelp ou por telefone. Após a recepção de uma Reclamação, a AirHelp conduz uma pesquisa para averiguar e confirmar a informação sobre o voo. Se a avaliação provar que a Reclamação é suficientemente promissora, a AirHelp informará o Cliente que a sua reclamação foi aceite e que, para continuar, terá que assinar o Formulário de Atribuição ou um Documento de Autorização.
  • 3.3 Para gerir a Reclamação com sucesso, a AirHelp necessita do Formulário de Atribuição ou Documento de Autorização assinada pelo Cliente. Este documento pode ser enviado para a AirHelp via formulário online, aplicação móvel, email ou carta. Ao receber o Formulário de Atribuição ou Documento de Autorização assinado pelo Cliente, a AirHelp prepara o pedido de pagamento e envia para a companhia aérea sem qualquer atraso considerável e lida com toda a consequente correspondência.
  • 3.4 Se a companhia aérea falhar em pagar a Indemnização de Voo num período razoável e se o caso for considerado suficientemente forte, a AirHelp poderá dar inicio a Ação Legal. No caso de tomar Ação Legal, aplica-se a Taxa de Ação Legal para cobrir custos adicionais da Ação Legal (ver Lista de Preços).
  • 3.5 No caso de um representante legal contratado para a Ação Legal, o Cliente permitirá que a AirHelp conceda acesso ao representante legal contratado a todos os dados comunicados à AirHelp e permitirá que o representante legal repasse as informações relacionadas aos procedimentos legais para a AirHelp. Quando um Certificado de Autorização, Procuração, Declaração de Verdade, Formulário de Atribuição ou quaisquer outros documentos forem necessários para o processo, o Cliente compromete-se a assinar tais documentos. No caso de o Cliente já ter assinado uma Cessão de Direitos e assinar um Certificado de Autorização, uma Procuração, um Acordo de Assistência ao Cliente ou um documento semelhante, a Reclamação será automaticamente atribuída de novo ao Cliente.
  • 3.6 Se o representante legal contratado concluir que não há perspectivas suficientes de sucesso no caso, o Cliente será notificado e a AirHelp não continuará a Ação Legal.
  • 3.7 Se a AirHelp ou o representante legal contratado instituir procedimentos legais para gerir a Reclamação, a AirHelp irá cobrir todos os custos no caso de perda do caso. Na situação em que o processo legal é considerado vencedor ou foi chegado a algum acordo, entre a companhia aérea e a AirHelp, a AirHelp irá cobrir quaisquer custos incorridos que não forem cobertos pela companhia aérea.
  • 3.8 O Cliente reconhece que é decisão exclusiva da AirHelp aceitar uma oferta como acordo, dado que o Cliente atribuiu a reclamação à AirHelp. No caso da AirHelp agir em nome do cliente de acordo com um Documento de Autorização, o cliente autoriza a AirHelp a aceitar ou rejeitar quaisquer ofertas baseadas na experiência da AirHelp com a companhia aérea e na experiência de representantes legais exteriores.

Artigo 4: Taxas e Pagamentos

  • 4.1 A AirHelp gere a Reclamação gratuitamente. Se a AirHelp tiver sucesso na recolha da Indemnização de Voo, a AirHelp irá transferir a parte acordada da Indemnização de Voo ao Cliente, sujeita apenas às taxas aplicáveis de acordo com a Lista de Preços.
  • 4.2 O pagamento da parte acordada da Indemnização de Voo ao Cliente será realizado segundo as opções apresentadas na Lista de Preços.
  • 4.3 Se o cliente fornecer informação errada ou insuficiente para o pagamento da Indemnização de Voo e o montante for devolvido à AirHelp, a AirHelp está autorizada a deduzir todos os custos externos impostos à AirHelp acrescidos de uma taxa de conversão para cobrir os custos internos para cada incidente (ver Lista de Preços). Se após vários lembretes e todos os esforços razoáveis da AirHelp para entrar em contacto com o Cliente noutras formas que não o email fornecidas pelo Cliente à AirHelp, o Cliente não disponibilizar a informação necessária para pagar a parte de Indemnização de Voo acordada, a AirHelp ficará com o direito a reter a parte de Indemnização de Voo que deveria ter sido transferida para o Cliente.
  • 4.4 Quando a AirHelp pagou a Indemnização de Voo de acordo com a instrução e método selecionado pelo Cliente, o Grupo AirHelp não deverá ser responsável por:
    • i) cheques, cartões de débito pré-pagos, cartões de crédito e similares perdido em trânsito para o Cliente;
    • ii) qualquer consequência pelo fornecimento de informação bancária errada, morada errada ou semelhante, incluindo, mas não limitado a, Indemnização de Voo paga ao destinatário errado. Se a Indemnização de Voo for entregue ao destinatário errado por culpa do Cliente, a AirHelp não tem a responsabilidade de a reclamar.
  • 4.5 Nenhuns juros poderão ser pedidos pelo período entre os pagamentos recebidos e enviados. A AirHelp reserva o direito de reter quaisquer juros que tenham sido recuperado da companhia aérea.
  • 4.6 Por defeito, não serão fornecidos quaisquer recibos relacionadas aos serviços prestados e as taxas cobradas, mas pode ser solicitado um recibo electrónico e enviado por email.
  • 4.7 A AirHelp não deverá ser responsabilizada por qualquer montante de indemnização, danos ou similar, se a AirHelp estiver impedida de transferir o montante para o Cliente devido a um evento fora do controlo da AirHelp, incluindo mas não limitado a, greve, lock-out, disputas laborais, guerra, manifestações, danos maliciosos, atos de Deus, acidente, cumprimento com lei ou regras/ordens governamentais, fogo, cheias e tempestades.

Artigo 5: Proteção de Dados

  • A AirHelp usará apenas os dados pessoais fornecidos pelo Cliente com a finalidade de gestão da Reclamação segundo o Acordo e respeitando as leis de proteção e privacidade aplicáveis. O Cliente fornece os seus dados pessoais à AirHelp de acordo com o Ato de Proteção de Dados Pessoais ou outras regulações sobre proteção de dados aplicáveis, com permissão explicita para processar os dados pessoais fornecidos e uso no contexto do Acordo. A AirHelp apenas transferirá os dados pessoais a terceiros nas situações seguintes:
    • i) ​ se o Cliente autorizar;
    • ii) ​ se a finalidade estiver diretamente relacionada com a finalidade inicial para que os dados foram fornecidos;
    • iii) e for necessário para a preparação, negociação e preenchimento de um contrato com o Cliente;
    • iv) devido a uma obrigação legal, administrativa ou ordem de tribunal;
    • v) ​ se for necessário para o estabelecimento ou a proteção de ações judiciais ou em defesa de ações judiciais;
    • vi) se servir de prevenção do uso indevido ou outras atividades ilegais, como ataques deliberados, para garantir a segurança dos dados.

Artigo 6: Dados e informação do Cliente

  • 6.1 A pedido da AirHelp, o Cliente fornecerá à AirHelp todos os dados ou informações necessárias para a execução do Acordo. O Cliente garante que os dados e informações fornecidos estão corretos, completos e verdadeiros.
  • 6.2 O Cliente concorda em indenizar integralmente a AirHelp em todos os aspectos de todas as reclamações de terceiros, incluindo, mas não limitado a, comunicações incorretas do Cliente, fornecimento de dados/informações incorretos e conduta fraudulenta.
  • 6.3 No caso de dados/informações incorretas e conduta fraudulenta, a AirHelp reserva o direito de rescindir o Acordo com efeito imediato. Se o Acordo for denunciado em conformidade com este parágrafo, o cliente não terá direito a qualquer compensação de qualquer espécie.

Artigo 7: Politica de Cancelamento do Consumidor

Artigo 8: Disposições Finais

  • 8.1 A AirHelp está autorizada a alterar estes T&C e a Lista de Preços, podendo também expor condições adicionais a qualquer momento e sem aviso prévio. Todavia, alterações com um efeito negativo no cliente não lhe serão aplicadas a não ser que o cliente concorde com essas alterações.
  • 8.2 As leis alemãs aplicam-se a estes T&C, ao Formulário de Atribuição e ao Acordo entre a AirHelp e o Cliente. Qualquer disputa que surja ou esteja relacionada com estes T&C, com o Formulário de Atribuição e o acordo entre a AirHelp e o Cliente deve ser resolvida em exclusivo e em primeira instância pelo Tribunal da Cidade de Copenhaga, Dinamarca.
  • 8.3 Caso qualquer disposição destes T&C ser ou tornar-se nula, ilegal ou inaplicável, não afectará a validade das restantes disposições de qualquer forma que seja.
  • 8.4 Direitos e obrigações relacionados inteira ou parcialmente a qualquer Reclamação submetida poderão ser transferidos sem qualquer restrição pela AirHelp a qualquer entidade entre o grupo AirHelp e pela AirHelp a terceiros.
  • 8.5 Em caso de alguma inconsistência, a versão em língua inglesa destes T&C deverão permanecer sob qualquer outra versão.

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: