AirHelp+ Service Catalog

1. INTRODUCTION

1. The AirHelp+ Service Catalog is our complete list of the AirHelp+ Services that may be available to you as an AirHelp+ Member. 

2. The AirHelp+ Services are governed by the Terms, the Privacy Statement, and any service-specific and/or AirHelp Third Party terms as indicated below. Our Fees will apply. Remember the AirHelp+ Services may be provided by AirHelp Third Parties and their features and availability may be subject to change from time to time. 

3. If you have any questions, doubts or concerns, please contact us at [email protected] or check out our FAQs. 

2. DEFINITIONS

The AirHelp+ Service Catalog should be read in conjunction with our Terms, where you will find all the defined terms used here.

3. WHAT’S INCLUDED IN EACH AIRHELP+ MEMBERSHIP PLAN

1. AirHelp+ has different membership plans. Not all membership plans include all of the services and features described in this Catalog. Each membership plan has its own combination of AirHelp+ services and features and limitations on their usage. You can purchase an AirHelp+ membership plan through the AirHelp website or through an AirHelp partner such as an online travel agency or other third party.

2. The current membership plans available for purchase on AirHelp’s website are described in our AirHelp+ page, and the membership fees in Our Fees.

3. If you already purchased your AirHelp+ membership, have an older plan, or didn’t purchase your AirHelp+ membership through our website but through a partner such as an online travel agency, then your membership plan will likely differ from the current ones published on our website.

4. You can find the details and features of your membership plan in your order confirmation email, AirHelp+ Dashboard, or by sending us an email to [email protected].

4. COMPENSATION SERVICE

1. AirHelp+ Members are entitled to the Compensation Service as described in the Terms. Use of the Compensation Service for yearly memberships shall be limited to one Claim per month and twelve (12) Claims per calendar year.

2. In accordance with the Terms, AirHelp makes no warranty or representation that you will obtain Flight Compensation. AirHelp uses its Discretion in determining how and when to provide the Compensation Service in accordance with the Terms, and you will not be entitled to a refund of your Membership fee where AirHelp decides not to pursue a Claim. You acknowledge that AirHelp uses its Discretion whether or not to pursue Claims under less developed Air Passenger Rights, in particular where a Claim may fall outside of EC 261 or UK 261.

5. FLIGHT STATUS

1. Members will have free access to flight status information, which will be shown for your flights in your AirHelp+ Dashboard and via email.

2. AirHelp makes no warranty with respect to the reliability, accuracy, or correctness of the flight status information. The flight status presented is directly obtained by an AirHelp Third Party and is not binding. Members must still follow the original scheduled times and any Airline and airport instructions.

6. ADDITIONAL PROTECTION

1. Depending on the type of AirHelp+ Membership you have purchased, you may be able to benefit from one or more of our Additional Protection products described in this section.

2. Please note that AirHelp is not an insurance company. AirHelp operates as a registered insurance intermediary in accordance with German regulation. AirHelp does not act as a risk bearer itself, but only assumes a function as an intermediary. When you benefit from one of our Additional Protection products, purchased prior to April 1, 2024, the product is being provided under and governed by the Master Insurance Policy “Flight Delay Upon Arrival Diversion and/or Cancellation” issued to AirHelp as the Master Policyholder (Certificate number: AHPLUS100010423) by battleface Underwriting Services SRL on behalf of Hamilton Insurance DAC; for purchases on or after April 1, 2024, the product is being provided under and governed by the Master Insurance Policy “Flight Delay Upon Arrival Diversion and/or Cancellation” issued to AirHelp as the Master Policyholder (Certificate number: AHPLUS100010424) by battleface Underwriting Services SRL on behalf of Eir Försäkring AB.

3. AirPayout allows qualifying members to receive money, regardless of whether they obtain any amounts through the Compensation Service, when their flight has been delayed or canceled as described in the insurance policy which can be downloaded from the AirHelp+ Dashboard. For more details check our AirPayout page. Further details can be found in the purchase confirmation email we send you upon becoming an AirHelp+ Member.

   1. In order for AirPayout Additional Protection to be valid you must:

      1. Register each trip in your AirHelp+ Dashboard at least 48 hours before the scheduled departure time of the first flight in that trip.

      2. When requested, provide proof of identification, either a copy of your valid passport or national identification card.

      3. When requested, provide proof of a valid booking reference number, passenger name record (PNR), or e-ticket with your name on it.

   2. If you fail to do so you will not benefit from this Additional Protection.

4. AirLuggage allows qualifying members to receive money, regardless of whether they obtain any amounts through the Compensation Service, when their luggage has been delayed or lost as described in the insurance policy which can be downloaded from the AirHelp+ Dashboard. For more details check our AirLuggage page. Further details can be found in the purchase confirmation email we send you upon becoming an AirHelp+ Member.

   1. In order for AirLuggage Additional Protection to be valid you must:

      1. Register each trip in your AirHelp+ Dashboard at least 48 hours before the scheduled departure time of the first flight in that trip.

         1. Provide:

            1. A valid Property Irregularity Report (PIR) with your name on it

            2. A copy of your baggage tags

            3. A valid booking reference number, passenger name record (PNR), or e-ticket with your name on it

            4. Proof of identification, either a copy of your valid passport or national identification card

   2. If you fail to do so you will not benefit from this Additional Protection.

5. For all Additional Protection, AirHelp and/or the insurance provider reserves the right in their sole discretion to withhold any payments where they reasonably believe there may be fraud and/or during the process of investigating potential fraud.

7. LOUNGE ACCESS

1. The lounge access service (“Lounge Access”) as described below is provided by COLLINSON SERVICE SOLUTIONS LIMITED (“Collinson”), a company registered in England and Wales with company number 02474708, Registered office address: Cutlers Exchange, 123 Houndsditch, London, EC3A 7BU, England. 

2. The Collinson Terms of Use and Privacy Policy, as updated by Collinson from time to time, apply to your use of Lounge Access.
   
   Description of Lounge Access

3. AirHelp+ members will have access to selected Lounges during a flight disruption as follows:

4. You must register each trip in your AirHelp+ Dashboard at least 48 hours before the scheduled departure time of the first flight in that trip.

5. The departure of the flight will be monitored by Collinson’s flight tracking system.

6. Subject to successful prior registration, and provision of a valid email and mobile phone number, Collinson will provide you with a lounge pass via email and SMS in the event that Collinson’s flight tracking system identifies that your flight is either:

   1. Delayed by more than 60 minutes at the departing airport (the “Delay Threshold”).

   2. Canceled less than 6 hours before the scheduled departure time.

7. You must be able to access the email address or mobile number you provided at registration and be able to download and display the lounge pass in order to use the Lounge Access service.

8. A delay which meets or exceeds the Delay Threshold can be announced either as one single period of delay or as a result of a consequence of multiple incremental shorter delays totaling the Delay Threshold.

9. Collinson will rely solely on their flight tracking system to determine if Members become eligible for lounge access. You accept that Collinson does not warrant the accuracy of the flight tracking system and you will not rely on it to track your flight's scheduled departure times.

10. The lounge pass will be valid for a period of ninety (90) days from the date on the voucher and can be used within the validity period at any participating airport. Only the named individuals in the email confirmation will be eligible to receive Lounge Access. Lounge Access is provided to you on a non-transferable, non-refundable, and non-changeable basis. No cash or credit alternatives will be offered. Where applicable, by accessing the airport lounge, you agree to abide by the rules and policies of the lounge.

8. TRAVEL PERKS AND OFFERS

AirHelp regularly works with third parties to bring AirHelp+ Members great discounts on their travel-related products and services. You can check your AirHelp+ Dashboard to see which discounts and travel perks are available at any given time.

9. 24/7 SUPPORT

Prioritized access to AirHelp’s 24/7 online support service.

10. OTHER SERVICE FEATURES

AirHelp may add or remove features and functionalities from any of the AirHelp+ Services at any time. 

11. MODIFICATIONS

1. AirHelp reserves the right to add or remove an AirHelp+ Service at any time and will immediately update the AirHelp+ Service Catalog should a service be added or removed.

2. The English version of the AirHelp+ Service Catalog shall prevail in case of inconsistency to any other language version.