AirHelp Plus (including its Essential Plan & Complete Plan) ("AirHelp Plus"), is provided by AirHelp Germany GmbH having its principal place of business at Boxhagener Str. 18, 10245 Berlin, Germany ("AirHelp").
If you choose to purchase AirHelp Plus as an add-on to your flight booking, AirHelp's terms and conditions (https://www.airhelp.com/en/terms) and Privacy Policy (https://www.airhelp.com/en/privacy) will apply to the provision of the AirHelp Plus service. It is important that you read these, as they form a separate legal agreement between you and AirHelp . All services relating to AirHelp Plus will be provided to you by AirHelp directly. Trip.com is not responsible or liable for any services provided by AirHelp. The terms and conditions that apply to the booking services provided by Trip.com can be found at https://pages.trip.com/service-guideline/terms-en-gb.html.
Price and compensation amounts are per person. Though AirHelp Plus is generally non-refundable, you may be able to receive a refund if you cancel within 14 days following the date of purchase (but not if AirHelp Plus has been used or if your flight has already departed). AirHelp Plus is non-refundable after this 14-day period. If you wish to cancel and receive a refund, please contact AirHelp at [plus@airhelp.com] and they will confirm whether you are eligible. AirHelp Plus cannot be transferred to another flight or booking. If the airline changes your flight schedule, please contact AirHelp to transfer your AirHelp Plus.
AirHelp is a world-leading claims management company that helps enforce passengers' legal rights against airlines in cases of flight disruptions. With over 2.3 million successful claims and a satisfaction rating of 4.6/5 (based on over 180,000 Trustpilot reviews), AirHelp has grown into a global passenger rights advocate.
If your flight is disrupted, you may have a legal right to receive compensation from the relevant airline(s). AirHelp will advise you on your rights and where applicable help you collect the following from the airline(s):
Flight compensation: Up to EUR 600 for flight delays, cancellations, and overbooking of European flights.
Cost reimbursement: From EUR 400 up to EUR 6,000 for extra costs caused by a delay, including lost baggage and missed bookings (hotels, flights, etc) for worldwide flights.
AirHelp+ is not an insurance product and compensation is not guaranteed. It is your responsibility to ensure that you have appropriate insurance for your trip.
The amount of compensation you may receive and the time it takes to receive the payment will vary according to the terms and conditions of the respective airline(s), the applicable laws and regulations, and the validity of your claim.
Any currency conversions displayed are for reference only. The amount paid to you for any compensation due shall be calculated in real time when the payment is made. If compensation is paid to you in a currency that is different to the currency of your account, your account provider may use an alternative currency rate, which you are responsible for confirming. Your account provider may also charge you a fee for international payments. Trip.com is not responsible for any such fees or for any differences between currency conversions shown and payments received.
AirHelp+ customers can contact AirHelp's flight experts via live chat for immediate support and advice. Support is available in 18 languages.
Additionally, flight tracking is available via an online personal dashboard. You will receive information on how to access this dashboard in your AirHelp+ purchase confirmation email.
If you upgrade from the AirHelp+ Essential Plan to the Complete Plan, you will also receive a voucher for airport VIP lounge access if your flight is delayed for over 1 hour or cancelled less than 6 hours before you were due to depart. Please note: if your airline changes your flight itinerary, you will get VIP lounge access in the above circumstances for your new flight, as long as the airline informs Trip.com of the change over 7 hours before departure.
VIP lounge vouchers are valid for one entry, within 3 months from the date of issue at any lounge listed here. This means your voucher remains valid if you can't use it on the date of disruption.
To benefit from this service, you must buy the AirHelp+ Complete Plan at least 24 hours before departure.
This service is also subject to VIP lounge availability and opening hours at each airport. You can find more information on specific airports here. It is your responsibility to ensure that VIP lounge access is available prior to purchasing the AirHelp+ Complete Plan. If no VIP lounge is available, no alternative will be offered.
Make sure that you keep all of the documentation provided to you by the airline.
If your flight is delayed, cancelled, or you're denied boarding due to overbooking, follow the instructions in the email from AirHelp to begin the process of your claim.
AirHelp will deal with the airline for you. If your claim is successful, AirHelp will transfer the collected amount to you.