Artikel 1: Definitioner

I dessa villkor och bestämmelser (“V&B”), ska de definierade begreppen nedan ha följande betydelse:

  • 1.1 “Avtal”: ett avtal mellan en Kund och AirHelp som ingås efter Kundens godkännande av dessa användarvillkor, vilket anses fullbordat då Kunden har undertecknat Överlåtelseformuläret eller ett Auktoriseringsdokument.
  • 1.2 “AirHelp”: AirHelp Ltd, ett företag registrerat i Hong Kong på )B Amtel Building, 148 Des Voeux Road Central, Central , Hong Kong (CB No. 1926223, BR No. 61625023-000.
  • 1.3 ”Bestämmelser om flygpassagerares rättigheter”: lagar, regler, direktiv eller liknande, på statlig, federal, EU-omfattande, nationell eller regional nivå, som fastställer regler om monetär kompensation till passagerare i händelse av överbokade, försenade eller inställda flighter.
  • 1.4 Överlåtelseformuläret”: det dokument, som regleras av dess villkor och bestämmelser, genom vilket kunden överlämnar äganderätten över Anspråket till AirHelp.
  • 1.5 "Auktoriseringsdokument": ett dokument som AirHelp tillhandahåller Kunden och som auktoriserar AirHelp eller något av AirHelps dotterbolag eller samarbetspartners att agera i Kundens ställe. Detta dokument kan ta många olika former, inklusive, men inte begränsat till, en fullmakt eller ett konsultavtal.
  • 1.6 “Anspråk”: ett anspråk mot ett flygbolag på monetär kompensation i enlighet med Bestämmelser om flygpassagerares rättigheter.
  • 1.7 “Kund(er)”: person(er) som har accepterat dessa V&B.
  • 1.8 “Flygkompensation”: total summa pengar som betalas av ett flygbolag i samband med ett Ärende, oavsett om pengarna utgör ersättning, förlikning, tecken på god vilja eller annat, till Kunden eller AirHelp, efter det att Kunden har godkänt dessa Användarvillkor. För tydlighets skull omfattar Flygkompensation inte betalning av advokatavgifter, inkasseringskostnader, räntor eller liknande, vilka helt tillfaller AirHelp.
  • 1.9 "Rättslig Åtgärd": lämna in ett krav till domstol eller myndighet, såsom det nationella tillsynsorganet (NEB), eller lämna över ett krav till ett kontrakterat juridiskt ombud, t.ex. en jurist eller juristbyrå.
  • 1.10 ”Prislista”: bilaga bifogad till dessa V&B som anger godtagbara valutor, betalningsmetoder och alla avgifter som av debiteras AirHelp.
  • 1.11 ”Förordning 261/04”: Europarlamentets och Rådets förordning (EG) nr 261/2004 av den 11 februari 2004 om fastställande av gemensamma regler om kompensation och assistans till passagerare vid nekad ombordstigning och inställda eller kraftigt försenade flygningar.

Artikel 2: Avtal

  • 2.1 När kunden ber AirHelp att driva Kundens Anspråk, accepterar Kunden automatiskt och samtidigt dessa V&B.
  • 2.2 Ett Avtal kommer endast att ingås om AirHelp accepterar att driva Kundens Ärende. AirHelp har rätt att vägra driva ett Ärende utan anledning. I händelse av sådan vägran kommer AirHelp att meddela Kunden inom rimlig tid. Om AirHelp åtar sig att driva Ärendet kommer Kunden ombes att underteckna Överlåtelseformuläret eller ett Auktoriseringsdokument. När Kunden har undertecknat Överlåtelseformuläret eller fullmakten har ett Avtal kommit till stånd mellan AirHelp och Kunden.
  • 2.3 Genom att ingå ett Avtal med AirHelp intygar Kunden att denne är bemyndigad och har juridisk befogenhet att ingå Avtalet.
  • 2.4 Kunden är medveten om att AirHelp enbart söker Flygkompensation. Kunden samtycker till att AirHelp inte accepterar resekuponger och/eller andra tjänster som Flygkompensation och att sådana erbjudanden från flygbolaget kommer att betraktas som ett bestridande av kravet på betalning.
  • 2.5 Kunden intygar att Anspråket inte har överlåtits till tredje part och att ingen rättslig tvist är under behandling eller förväntas uppkomma mellan Kunden och flygbolaget i samma ärende.
  • 2.6 När Kunden har undertecknat Överlåtelseformuläret eller ett Auktoriseringsdokument får Kunden inte låta någon annan part överta kravet och driva kravet vidare. Eventuella befintliga uppdrag ska avslutas före undertecknande av Överlåtelseformuläret eller Auktoriseringsdokumentet.
  • 2.7 Om Kunden erhåller någon direkt utbetalning eller annan ersättning från det berörda flygbolaget efter det att Avtalet har ingåtts, måste Kunden meddela detta till AirHelp omgående. Alla sådana utbetalningar ska anses vara Flygkompensation.
  • 2.8 Efter undertecknandet av Överlåtelseformuläret eller Auktoriseringsdokumentet är Kunden skyldig att upphöra med förhandlingar med respektive flygbolag och istället vidarebefordra alla kontakter från flygbolaget till AirHelp för att säkerställa att AirHelp kan uppnå bästa möjliga resultat.
  • 2.9 Avtalet upphör:
    • i) när Flygkompensation har accepterats av AirHelp, betalats till fullo till AirHelp av flygbolaget och den överenskomna delen av Flygkompensationen har överförts till Kunden efter avdrag av samtliga tillämpliga avgifter, eller
    • ii) när AirHelp finner att det skulle vara utsiktslöst att fortsätta att driva Anspråket efter att ha utfört en noggrann genomgång av ärendet och har meddelat Kunden att AirHelp inte kommer att driva Anspråket vidare.
  • 2.10 Om Avtalet sägs upp i enlighet med punkt 2.9, och Kunden begär det, kan Anspråket åter överlåtas till Kunden utan någon kostnad (se Prislista). Därefter kan Kunden fritt driva Anspråket vidare.
  • 2.11 Andra villkor och bestämmelser kan gälla för Kunder som inkommer med Anspråk till AirHelp i enlighet med AirHelps överenskommelser med tredje part.

Artikel 3: Beskrivning av tjänster

  • 3.1 AirHelp driver Kundens Anspråk för Flygkompensation från flygbolaget som trafikerar sträckan på grundval av Förordning 261/2004 eller andra Bestämmelser om flygpassagerares rättigheter som är tillämpliga på Kundens specifika flygresa.
  • 3.2 Flygdata och information kan skickas till AirHelp via webbplatsen, mobilappar, e-post, andra elektroniska eller mjukvarubaserade lösningar som stöds av AirHelp, eller per telefon. Efter mottagande av ett Ärende gör AirHelp en bedömning där man kontrollerar flyginformationen och bekräftar uppgifterna om flygningen. Om denna bedömning visar att Ärendet är tillräckligt lovande informerar AirHelp Kunden om att dennes Ärende har godkänts och ber Kunden att underteckna Överlåtelseformuläret eller ett Auktoriseringsdokument.
  • 3.3 För att kunna driva Kundens Ärende framgångsrikt behöver AirHelp Kundens underskrift på Överlåtelseformuläret eller Auktoriseringsdokumentet, som han/hon kan skicka till AirHelp via webbformuläret, mobilappen, e-post eller normal postgång. Efter mottagande av det underskrivna Överlåtelseformuläret eller Auktoriseringsdokumentet förbereder AirHelp en begäran om betalning och skickar den till flygbolaget utan orimlig fördröjning och hanterar därefter all vidare korrespondens.
  • 3.4 Om flygbolaget underlåter att betala Flygkompensation inom en skälig period och förutsatt att ärendet, med rimlig sannolikhet, kan nå framgång kan AirHelp initiera Rättsliga Åtgärder för att driva kravet vidare. I det fall att Rättsliga Åtgärder vidtas kommer avgiften för Rättsliga Åtgärder att tillämpas för att täcka de ytterligare kostnaderna som de Rättsliga Åtgärderna ger upphov till (se Prislistan).
  • 3.5 I det fall att AirHelp anlitar ett juridiskt ombud för att vidta Rättsliga Åtgärder så godkänner Kunden att AirHelp ger det anlitade juridiska ombudet tillgång till alla uppgifter som delgivits AirHelp och godkänner även att det juridiska ombudet överlämnar information rörande processen till AirHelp. I de fall då en separat fullmakt, sanningsförklaring, uppdragsformulär/överlåtelseavtal eller andra ytterligare dokument krävs av den aktuella domstolen åtar sig Kunden att underteckna sådana dokument. I det fall att en Kund redan har undertecknat ett Överlåtelseformulär och skriver under en rättegångsfullmakt eller liknande så överlåts Ärendet automatiskt tillbaka till Kunden.
  • 3.6 Om det anlitade juridiska ombudet kommer till slutsatsen att det finns otillräckliga utsikter för framgång, kommer Kunden att meddelas om detta och AirHelp vidtar då ingen ytterligare åtgärd.
  • 3.7 Om det anlitade juridiska ombudet initierar rättsliga förfaranden för att driva en Kunds Anspråk, kommer AirHelp att gottgöra Kunden för alla kostnader som uppstått i händelse av att en rättegång förloras. I händelse av att rättegången vinns, eller en förlikning nås mellan Flygbolaget och AirHelp, kommer AirHelp täcka alla kostnader som uppkommit och som inte täcks av flygbolaget.
  • 3.8 Kunden bekräftar att AirHelp har rätt att självständigt fatta beslut om att acceptera eventuella förlikningserbjudanden, eftersom Kunden har överlåtit ärendet till AirHelp. AirHelp agerar i Kundens ställe i enlighet med ett Auktoriseringsdokument som ger AirHelp rätt att acceptera eller avvisa förlikningserbjudanden, baserat på AirHelps erfarenheter av flygbolaget i fråga och råd från externa juridiska företrädare.

Artikel 4: Avgifter och betalningar

  • 4.1 AirHelp driver kundens Krav utan kostnad. Om AirHelp lyckas erhålla flygkompensation kommer den att överföras till Kunden med avdrag för de avgifter som AirHelp debiterar i enlighet med Prislistan.
  • 4.2 Utbtalning till Kunden av den överenskomna delen av Flygkompensationen kommer att göras i enlighet med alternativen i Prislistan.
  • 4.3 Om kunden har lämnat felaktiga eller bristfälliga uppgifter som behövs för att betala Flygkompensationen och Flygkompensationen returneras till AirHelp har AirHelp rätt att dra av alla externa kostnader som ålagts AirHelp plus en Ändringsavgift för att täcka interna kostnader åsamkade av varje incident (se Prislista). Om Kunden, efter flera påminnelser och rimliga ansträngningar från AirHelp att kontakta Kunden på annat sätt än via den e- postadress som Kunden uppgett till AirHelp, och Kunden inte svarar genom att korrigera eller tillhandahålla information som behövs för att betala den överenskomna delen av Flygkompensationen, så har AirHelp rätt att behålla den del av Flygkompensationen som annars skulle ha överförts till kunden.
  • 4.4 När AirHelp har betalat Flygkompensation i enlighet med Kundens instruktioner och metodval, är inte AirHelp inte ansvarig för:
    • i) checkar, betalkort, kreditkort och liknande som gått förlorat vid överföringen till Kunden;
    • ii) eventuella effekter av att Kunden ger oriktig bankkontoinformation, oriktig adress eller liknande, inklusive, men inte begränsat till, att Flygkompensation betalas till felaktig mottagare. Om Flygkompensation till följd av Kundens fel har betalats till en felaktig mottagare, skall AirHelp inte vara tvingade att aktivt försöka återfå den.
  • 4.5 Inga anspråk på ränta kan göras för perioden mellan inkommande och utgående betalningar. AirHelp förbehåller sig rätten att behålla eventuella räntor som har erhållits från flygbolaget.
  • 4.6 Inga fakturor relaterade till de levererade tjänsterna och debiterade avgifterna tillhandahålls som standard, men en elektronisk faktura kan begäras och skickas per e-post.
  • 4.7 AirHelp ska inte vara skyldiga att utge någon form av kompensation eller ersättning för skador eller liknande, om AirHelp förhindras att överföra betalningen till Kunden genom en händelse bortom dess rimliga kontroll, inklusive men utan begränsning till, strejk, lockout, arbetsmarknadstvist, gärningar av Gud, krig, upplopp, samhälls-oroligheter, avsiktliga skadehandlingar, uppfyllande av lag eller myndighets beslut, bestämmelser, direktiv eller förelägganden, olycksfall, haveri på anläggning eller maskineri, brand, översvämning och storm.

Artikel 5: Dataskydd

  • AirHelp använder endast personuppgifter som tillhandahålls av Kunden för syftet att driva Kundens Anspråk i enlighet med Avtalet och med respekterande av alla gällande sekretess- och dataskyddslagar. Kunden erbjuder AirHelp personuppgifter i enlighet med Personuppgiftslagen eller andra dataskyddslagar som kan vara tillämpliga, med uttryckligt tillstånd att bearbeta de personuppgifter som ges för användning av densamma inom ramen för Avtalet. AirHelp kommer endast överföra personuppgifter till tredje part enligt villkoren som listas nedan:
    • i) ​ om Kunden har gett sitt godkännande;
    • ii) ​ if it is for a purpose directly related to the original purpose for which the personal data was collected;
    • iii) om det är nödvändigt för förberedelser, förhandling och fullgörande av ett kontrakt med Kunden;
    • iv) om det krävs till följd av en juridisk förpliktelse eller myndighets- eller domstolsföreläggande;
    • v) ​ om det krävs för att upprätta eller skydda juridiska krav eller fullgöra domstolsåtgärder;
    • vi) om det syftar till att skydda mot missbrukande eller andra otillåtna aktiviteter, såsom avsiktliga attacker, för att säkerställa datasäkerheten.

Artikel 6: Data och information från Kunden

  • 6.1 På begäran av AirHelp, kommer Kunden att tillhandahålla AirHelp med all data eller information som är nödvändig för att verkställa Avtalet. Kunden garanterar att data och information som tillhandahålls är korrekt, komplett och sann.
  • 6.2 Kunden samtycker till att helt gottgöra AirHelp i alla avseenden för alla anspråk från tredje part inklusive, men inte begränsat till, felaktig Kund- kommunikation, tillhandahållande av felaktig data/information och bedrägligt beteende.
  • 6.3 I händelse av felaktig data/information och bedrägligt beteeende, förbehåller sig AirHelp rätten att säga upp Avtalet med omedelbar verkan. Om Avtalet avslutas i enlighet med detta stycke, har Kunden inte någon rätt till kompensation av något slag.

Artikel 7: Konsumentens ångerrätt

Artikel 8: Slutliga bestämmelser

  • 8.1 AirHelp har rätt att förändra dessa användarvillkor och prislistan och ange ytterligare villkor när som helst och utan förvarning. Dock kommer ändringar som har en negativ effekt på Kunden inte att gälla för Kunden såvida denne inte godkänner ändringarna.
  • 8.2 Tysklands lagar gäller för dessa användarvillkor, Överlåtelseformuläret och Avtalet mellan AirHelp och Kunden. Skulle tvist uppstå som resultat av eller i samband med dessa användarvillkor, Överlåtelseformuläret eller avtalet mellan AirHelp och Kunden skall denna alltid avgöras av Köpenhamns domstol i första hand.
  • 8.3 Skulle någon bestämmelse i dessa V&B vara eller bli ogiltig, olaglig eller ogenomförbar, ska detta inte påverka giltigheten av de återstående villkoren på något sätt.
  • 8.4 Rättigheter och förpliktelser helt eller delvis relaterade till ett ingivet Anspråk kan överföras utan restriktioner inom AirHelp koncernen och av AirHelp till tredje part.
  • 8.5 Den engelska versionen av dessa Villkor skall ha företräde i händelse av bristande överensstämmelse med andra språkversioner.

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: