AirHelp Claim Process, Fees & Reviews Compared with ClaimFlights

Under EU law, an air passenger is entitled to compensation of up to 600€ (minus Provision) for flight delays or cancellations. AirHelp, ClaimFlights or any other claim companies offer fair help to the stranded passenger on a ‘No win No fee’ basis.

AirHelp

AirHelp is a flight compensation company that assists passengers with compensation claims for delayed, cancelled, or overbooked flights.

Company Legitimacy and Transparency

As per Northdata, Airhelp was registered on 26 February 2015 as Airhelp Poland sp. z o.o. (where “sp. z o.o.” stands for a limited liability company) in Gdańsk, Poland.

According to the EUIPO trademark registry, AirHelp Ltd. was registered as a trademark on 23 January 2017, with its listed location in Hong Kong, China.

Public Presence

During our research, we found that Airhelp offers computerised legal debt collection and advisory services related to consumer rights. The company also provides legal advice and representation to help passengers pursue compensation claims under applicable air passenger rights regulations.

Language Access and Legal Info

Users can view the website in 32 languages: English (USA), English (UK), Français (French), Portuguese, Albanian, English (Ireland), Russian, Arabic, Spanish, Romanian, Bulgarian, Greek, Finnish, Czech, French (Canada), Swedish, Danish, Hungarian, Chinese, German, Italian, Turkish, German (Austria), Dutch, Croatian, German (Switzerland), Norwegian, Ukrainian, English (Canada), Polish, English (International), Portuguese (Brazil).

Legal sections such as the Terms and Conditions and Data Protection Policy are also available in these languages. However, Imprint is currently accessible only in English and German.

Website and Mobile Accessibility

This website is optimized for mobile phones and tablets. Their claim process is lengthy, but it features clear buttons and simple menus. The site is responsive across all screen sizes, ensuring a clean and well-organised layout.

AirHelp Claim Process

Air passenger rights claim companies generally follow a structured procedure for submitting claims. Here’s an overview of how users can file a claim, along with the typical information required.

1. Flight Information Input
   Users can initiate a claim by selecting one or more options, such as clicking the “Check Compensation” or “Get Compensation” buttons. They must also fill in basic flight details, including departure and arrival airports, flight number, and scheduled departure date.
2. Connecting Flight and Travel Details
   The system prompts users to indicate whether their journey involved a connecting flight and to confirm or select the airline concerned.
3. Flight Status Retrieval
   Once the flight information is provided, the tool automatically retrieves the flight status, including disruption details and duration. Users can choose to continue based on the type of disruption (e.g., delay, other reasons).
4. Eligibility Check
   After confirming the disruption type, users are asked to provide their personal details, including first name, last name, and email address, and to accept the terms and conditions.
5. Companion Information
   Depending on whether the traveller is alone or accompanied, additional details may be requested for fellow passengers.
6. Contact & Address Details
   The next step involves providing a postal address, country, and contact number. Optional WhatsApp notification settings are also available.
7. Booking Reference Entry
   Users are prompted to enter their booking reference number. If unsure, guidance on how to locate it is available.
8. Signature & Document Upload
   A digital signature is required to authorise the claim. Users are then asked to upload supporting documents, such as a boarding pass or e-ticket, with data privacy assurance in place.
9. Airline Contact & Delay Reason
   Users can confirm whether they have already contacted the airline and may optionally add further details regarding the cause of the disruption.
10. Additional Form & Preferences (Optional)
    An optional form follows, requesting information such as language preference, how the service was discovered, and the airline’s stated reason for the disruption.
11. Membership Offers
    Users may be presented with optional service offers, such as AirHelp+ or AirHelp+ Lite, during the claim process. However, they can continue the claim process without subscribing.
12. Referral Program Option
    An optional referral code allows users to share the service with others.
13. Claim Confirmation
    A final confirmation screen displays the claim ID and a summary of the next steps to take. Users can access their claim over the Airhelp login portal to track updates and submit any remaining documentation.

Duration of the Claim Form

The process consists of 13 -18 steps, including entering flight details, providing personal information, and uploading supporting documents.

On average, a user can complete the form in 8 to 10 minutes, assuming the necessary documents are readily available. However, the actual duration may vary depending on the user’s familiarity with the required information and the availability of documents.

Required Documentation

During the claim process, users are required to upload their e-ticket or boarding pass. These documents help to verify flight details to ensure the claim can be processed accurately.

Claim Assignment and Handling

With this company, the claim is officially assigned through an online signature, and users can download the ‘Assignment Agreement’ for their records.

If the case is successful, they’ll deduct their fee and send the rest to you. If incorrect or incomplete payment information is provided and the compensation is returned, AirHelp attempts to contact the user. As their website mentions, the company retains the money if there is no response within the specified time.

Use of Flight Data

The airline information is automatically generated when users enter their flight number and date. However, whether this data is retrieved from a live source or a specific database is not specified.

Airhelp Fees

This company charges two fees depending on the workload: a service fee (a kind of base fee) and a court fee (if the case needs to go to court). Since clients have no way of knowing whether their case will need to go to court, we always used the highest fee (the combined service fee and court fee).

Service Fees: They charge a service fee of 35% of the total compensation, including applicable VAT

Court Action Fees If court action is required, an additional 15% court action fee, including VAT, is charged.

Thus, a 50% success fee is charged in cases where court action is required, while the remaining 50% is paid to the passenger upon successful resolution of the claim.

Here’s the summary of how much payout you could receive through AirHelp, assuming court action is necessary.

Transparency on Final Net Payout

The platform displays the estimated compensation amount during the claim process. Once the claim is submitted, users receive a breakdown of the compensation along with the applicable service fees at the end of the process.

Payout Methods Offered

This service provider pays compensation via international bank transfer through a third-party provider, with no additional fees.

AirHelp Reviews

A listing under “Airhelp Ltd” could not be located during the research. As of April 11, 2025, AirHelp is listed on Google as “AirHelp” with a rating of 2.3 out of 5, based on 40 customer reviews.

These reviews reflect a range of customer experiences, including feedback on claim processing time, communication quality, and overall satisfaction with the service provided.

AirHelp Google Reviews

The following examples are taken from public Google reviews and aim to represent different aspects of user feedback. To illustrate user feedback, we selected three positive and three negative reviews, offering a general view, while individual experiences may vary.

Review 1 – Marcin B has received compensation multiple times. While the process can take time, it’s usually due to the airline or court. In one case, they offered immediate payment by buying the receivable.

Review 2 – Jarosław Rajchel waited 2 years for this case to be resolved, but it didn’t cost me anything. He received occasional updates, and after 2 years, he got 400 euros in his account.

Review 3 – Aleksandra Podgórska says it’s very professional customer service, and the process went smoothly.

Review 4 – Stavriana Charalambous was very disappointed. Despite multiple attempts, they only assisted with one of my cases and found excuses to avoid helping with the other. His cases have been unresolved since July 2023 and have been a waste of time. He recommends handling it yourself.

Review 5 – RV says it was a total waste of time. It was promised to assist with my EU261 claim for a Ryanair delay, but after six months of no response, they only provided generic replies. There was no way to escalate or withdraw his case, and they still took his money for doing nothing. Avoid them!

Review 6 – The Frk Gu says the company promised a 25% fee but raised it to 50% after submitting documents for the claim, and labels it a scam.

Airhelp Additional Services

Instant Payout Option

They don’t offer instant payouts, but heavily promote their AirHelp+ or AirHelp+ Lite memberships.

Claim for Additional Expenses

There is no option to claim compensation for additional expenses such as taxi fares, alternative transportation, hotel accommodations, meals, and drinks.

Optional Add-Ons and Subscription Services

This company offers additional services, including €100 compensation for lost or delayed baggage, €100 compensation for flight disruptions, and lounge access during delays. They also state that no fees are deducted from your compensation under these services.

This company does not directly provide travel insurance, but it offers other trip delay insurance as part of the AirHelp+ subscription. This flight disruption insurance covers passengers affected by cancellations, diversions, or significant delays.

This company offers additional services such as:-

• AirHelp+ is a subscription-based option that may include additional benefits, such as baggage claim assistance, trip monitoring, and coverage for future claims. Pricing is displayed as €3.33/month or €39.99/year for AirHelp+, and
• AirHelp+ Lite protects 1 trip and keeps 100% of your compensation all year, at €29.99 annually (discounted from €39.99).
• Users may also see a €10 referral code, which allows them to invite friends and earn €10 for each successful referral.

These add-ons are optional and are presented at the end of the claim submission process. Users can opt out by selecting a less prominently displayed link to continue without the subscription.

Airhelp Contact

Website – airhelp.com
Email – [email protected]
Customer Support – 24/7 chat with customer service is available.
Login Portals – Has its own login portal.
Notification Systems – Email and WhatsApp.

Next, we explore ClaimFlights in this section, and We delve into ClaimFlights’ claim process, pricing structure, and customer feedback to help you make an informed decision.

ClaimFlights

ClaimFlights assists passengers in claiming compensation for flight disruptions following EU Regulation 261/2004.

Company Legitimacy and Transparency

As per Northdata, ClaimFlights was registered on 10 March 2015 as Claim Flights GmbH (where GmbH stands for limited liability company) in Konstanz, Germany.

According to the EUIPO trademark registry, ClaimFlights was registered as a trademark on 30 November 2015, with its listed location in Bonn, Germany.

Public Presence

ClaimFlights assists air passengers in claiming compensation for flight disruptions under applicable regulations. The company is officially incorporated in Germany and licensed by the German government as a recognised provider of debt collection, thereby gaining formal legal standing in processing EU261 passenger compensation claims. ​

Language Access & Legal Info

The ClaimFlights website is available in 11 languages: Polish, English, International (non-EU), German, Russian, Austrian German, French, Bulgarian, Romanian, Italian, and Spanish.

The legal pages, including the Terms and Conditions, Data Protection, and Imprint, offer limited language options, with some languages, such as Italian, Spanish, and Bulgarian, not available.

Website & Mobile Accessibility

ClaimFlights’ website is fully responsive. It works well on mobile devices, with smooth navigation, properly aligned buttons, and no overlapping content, ensuring a user-friendly experience on smartphones and tablets.

ClaimFlights Claim Process

Air passenger compensation services generally follow a structured procedure for submitting claims. Here’s an overview of how users can file claims through the ClaimFlights online platform, along with the typical information required for each claim.

1. Enter Flight Details
   Enter your flight number and flight date. If you don’t have them handy, you can enter your departure and arrival airports to select your flight from the list.
2. Confirm Flight & Disruption Type
   Review your flight information and, if needed, add any connecting flights. Then select the type of disruption from the available options: landed on time, flight delayed, flight cancelled, denied boarding, flight rerouted, or returned to the departure airport. You may also be eligible for Airport Delay Compensation, depending on where the disruption occurred.
3. Verify Delay Duration
   The system will automatically display the estimated delay time. Confirm if the timing is correct and proceed.
4. Select Disruption Reason
   Choose the cause of the disruption from the following list: check-in and safety, technical problems, weather, strike, or other. You can also enter more details in the provided text box.
5. View Compensation Estimate
   The estimated compensation amount will appear on the screen. Click the “Check Here” button for detailed service fee and payout structure information.
6. Fill Contact Information
   Enter your full name, address, and phone number. You can also add additional passengers to the same claim.
7. Upload Booking Documents
   Please enter your booking reference number and upload the necessary documents, such as your booking confirmation, e-ticket, or boarding pass. Then, review and accept the Terms & Conditions by ticking the checkbox.
8. Assign Your Claim
   Complete the process by drawing your online signature to officially assign the claim to the service provider.

Duration of the Claim Form

The process consists of 8 to 10 steps, from selecting the flight to final submission. On average, filing a claim through ClaimFlights takes approximately 3-5 minutes. The actual duration may vary depending on the user’s level of preparedness with the required information.

Required Documentation

During the claim process, users are required to upload two main documents: their booking confirmation and their e-ticket. These documents help verify your flight details to ensure the claim is processed accurately and without delays.

Claim Assignment & Handling

The claim is assigned through an online signature, authorising ClaimFlights to manage the compensation process on the passenger’s behalf.

If the airline transfers the compensation directly to the customer, ClaimFlights will issue an invoice for its service fee, as agreed upon during the claim process.

Use of Flight Data

The airline information is automatically generated when users enter their flight number and date, helping to assess potential compensation for airline delays or cancelled flights. However, it is not specified whether this data is retrieved from a live source or a specific database.

ClaimFlights Fees Structure

Service Fees: ClaimFlights charges a commission of 25% of the compensation, which is deducted from the final compensation amount. No additional VAT is applicable for non-EU passengers; however, depending on their country of residence, VAT may apply to EU residents.

Court Action Fees: ClaimFlights does not charge any extra fees if court action is required to pursue your compensation.

Here’s the summary of how much payout you could receive through ClaimFlights when court action becomes necessary.

Transparency on Final Net Payout

All applicable charges are clearly displayed on the website and during the claim process, allowing users to see the expected net payout before final submission.

Payout Methods Offered

EU-based customers receive their flight compensation via SEPA bank transfer at no additional cost.

ClaimFlights Reviews

As of April 18, 2025, ClaimFlights has a 4.8 out of 5-star rating based on 199 customer reviews on Google.

These reviews reflect individual user experiences related to claims handling, communication, and overall satisfaction in the flight compensation industry.

ClaimFlights Google Reviews

To illustrate user feedback, we reviewed a selection of three positive and three negative reviews from Google, offering a general overview while recognizing that individual results may vary.

Review 1 – Luis PR praised Agnieszka Fanslau for her exceptional support during a delayed flight claim. She remained professional and responsive despite airline-related delays, keeping him well-informed and ultimately leading to a smooth and successful resolution.

Review 2 – After sharing the required details, Joe l’érudit had a smooth experience. A case agent was assigned, the timeline was explained, and the compensation was delivered as expected.

Review 3 – Arleta Trybulec praises Claim Flights and Ms. Agnieszka for their support. Despite an initial denial, they secured compensation within two months through clear communication, a quick payout, and fair fees.

Review 4 – Virginia De Salvo was initially optimistic about ClaimFlights’ service, but communication stopped, and no updates were provided for nearly two years. Compared to another company that resolved a similar case in under three months, she felt the lower fees weren’t worth the poor follow-up.

Review 5 – Murali Anantharajah faced a 23-hour delay and submitted all details, but after three months, he was denied compensation. Disappointed, he suggested using another service.

Review 6 – Anna Sołtysiak is unhappy that the company declined a case that would have taken five months to resolve, while another company accepted it. She advises against using this service.

ClaimFlights Additional Offerings

Instant Payout Option

If you’ve already won a claim for a flight in the past, you may be offered the option to receive immediate payment for a €20 fee in addition to the success fee. The immediate compensation should be paid within 24 hours.
tection are provided.

Claim for Additional Expenses

There is no option to claim compensation for additional expenses such as taxi fares, alternative transportation, hotel accommodations, meals, and drinks.

Optional Add-Ons and Subscription Services

No additional services related to baggage claims, ticket refunds, or package travel protection are provided.

ClaimFlights Contact

Website – claimflights.com
Email – [email protected]
Phone – +44 (0) 20 33 18 48 66
Login Portals – Has its own login portal.
Notification Systems – WhatsApp & Email.

Airhelp or ClaimFlights – Who Offers Better Payout?

When choosing a flight compensation service, travellers often consider key factors such as legal legitimacy, language accessibility, claim process efficiency, coverage for additional expenses, legal support, and the final payout after fees.

Each company may follow a distinct approach depending on its legal networks, processing systems, and fee structures. While some platforms prioritise faster settlements, others focus on pursuing court action to help passengers receive the maximum compensation permitted by law.

The table below shows estimated payouts from Airhelp and ClaimFlights to help users see how compensation may vary when court action is involved.

* Estimates are based on publicly available fee structures and research conducted on 14 April 2025. Figures assume that court action is required. Actual payouts may vary depending on the specifics of each case.

Example: If you suffered a flight delay along with your family of 5, each of you could receive up to €600 in compensation under EU law. Considering the Claim Companies’ Fees, you could only receive €1,500 through AirHelp, but €2,250 through ClaimFlights (assuming court proceedings).

This comparison is intended for informational purposes to help travellers understand how compensation and fee structures may differ between these two flight claim service providers. Each claim company, including Airhelp and ClaimFlights, may offer distinct advantages depending on your situation.

Whether you prioritise quicker settlements, lower fees, or legal representation, this side-by-side view will help you objectively evaluate the available options. Ultimately, we aim to help you make an informed decision based on your specific needs, preferences, and expectations.

Experiences and Reviews of Our Satisfied Customers