A simple guide to flight compensation with AirHelp

Last year, our flight from Brussels to Seattle was canceled while we were waiting at the gate. We were immediately rebooked on a new flight, but that flight would leave the next day. We were flying with Brussels Airlines, and they arranged a cab to take us back home (and back to the airport the next day). Other passengers received hotel rooms. 

But we also had the right to a compensation of €600. We knew our rights because we had a flight cancellation a year prior (from Edinburgh) and learned about it from other passengers. Did you know that around 85-92% of the passengers don’t know their rights when flying? Read on to know everything you need to do if your next flight is delayed or canceled. 

Know your rights: when can you claim compensation? 

There are different regulations and protection laws across the world. They all have different rules and compensation amounts. 

EU261/2004 in Europe 

I am the most familiar with EC261 which is a European law. Not only does it clearly state what passengers have to get, but it also specifies the amount the airline has to pay and what flight disruptions there have to be. The EU air passengers’ rights apply to: 

• All flights within the EU (both EU and non-EU airlines) 
• Flights arriving in the EU (EU airlines) 
• Flights leaving from the EU (both EU and non-EU airlines) 

The EU are all EU countries but also the Azores, Madeira, Canary Islands, Iceland, Norway, and Switzerland. The amount of compensation you will get depends on the flight distance: 

• Flights under 1500km: €250 
• Flights between 1500km and 3500km or flights within the EU over 1500km: €400 
• Flights over 3500km: €600 

These amounts can be halved if your alternative flights arrive within 2-4 hours of your original arrival time

What types of flight disruptions qualify? 

• Cancelled flights: you can claim compensation but there are some exceptions when you were informed beforehand  
• Delayed flights: you can’t claim compensation for all delays. Only delays of at least 2 hours (up to 1500km), at least 3 hours (flights between 1500 and 3500km or over 1500km within the EU), or at least 4 hours (>3500km).  
• Denied boarding: only in case of overbooking of the flight (not in case you were late to the gate) 
• Missed connection (due to delay or cancellation): you can claim compensation when you have a delay of more than 3 hours 

UK 261 passenger rights 

The UK has more or less the same passenger laws as the EU261 rules. The passengers can claim compensation if their flight is delayed over 3 hours, canceled, or overbooked. This is only applicable if the airline is responsible for these disruptions.  

The compensation will also depend on your flight distance: 

• Flights under 1500km: £220 
• Flights between 1500km and 3500km or flights within the EU over 1500km: £350 
• Flights over 3500km: £520 

National US laws 

The US laws are less extensive compared to EU or UK laws. And unfortunately, there aren’t fixed compensation amounts in place. Most compensation will be in the form of vouchers, air miles or discounts and are based on goodwill. 

Montreal Convention 

This is a multilateral treaty that has been adopted by over 140 countries. It establishes the liability of the airlines in case of death or injury of passengers but also in cases of delay, damage, or loss of baggage. This convention mainly focuses on damages caused to passengers. You can get up to €7850 for delays, flight cancellations or boarding denials or up to €1900 when bags are damaged, lost or delayed.  

When are airlines not required to pay compensation? 

You don’t get any financial compensation when there are “major circumstances” like political instability, adverse weather conditions, closure of airspace or airport, safety/security risks, and strikes originating outside the airline.  

Pro tip: if your flight is canceled or delayed, try to get as much information as possible. This will come in handy when you want to make the claim.  

I also recommend always having travel insurance. This will protect you in case of illness, injury, theft, and cancellations.  

How can Airhelp help? 

You can always claim your compensation with the airline directly. But sometimes you don’t want to bother with all this administration. And that’s where Airhelp can help. 

 

If you want to make a claim, you can visit Airhelp.com and check if you are entitled to compensation. You are then asked some additional questions like connecting flights, flight numbers, dates, and the reason for the delay or cancellation. If you travel with other persons, you can also fill out their information. You know immediately if you can claim compensation. This doesn’t mean that you will get the compensation! 

As soon as Airhelp receives all necessary documentation, they will start the process of getting you your compensation. This process can be long or short, depending on the airline and the reason for the disruption. You can always check the status of your claim on the website.  

Is Airhelp free? 

If you want to claim Airhelp, you will pay nothing until the claim is won (so no win, no fee). Then AirHelp will take 35% of the compensation (50% if they have to take it to court).  

There is also AirHelp+: you pay €39.99-99.99 a year and get 100% of the compensation you are entitled to. You also get lounge access during the disruption, €100 for a lost or delayed bag, and €100 when your flight is disrupted (for 3 or 9 trips).  

Why use Airhelp instead of filing the claim yourself? 

You can do that if you have the time for it (and if you know the airline follows the rule strictly). We were very lucky with Brussels Airlines and had the compensation in our bank account within 2 weeks. But I also heard some other stories where it took months and numerous emails and phone calls to get the compensation you are entitled to. In that case, AirHelp can help. 

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