AirHelp is an impact startup based in Berlin, Germany. It's a

claims management company In England and Wales, a claims management company is a business that offers claims management services to the public. Claims management services consist of advice or services in respect of claims for compensation, restitution, repayment or any oth ...

that promotes and enforces air passenger rights in cases of flight disruptions globally. Its online service helps air passengers get compensation from airlines when their flight gets canceled, delayed, or overbooked. AirHelp is also known for publishing annual rankings of airports and airlines. The company was founded by Henrik Zillmer, Nicolas Michaelsen and Greg Roodt in 2013. Its operation is mainly based on European Regulation No 261/2004 under which passengers in the EU are entitled to compensation in the event of denied boarding, cancellation, or a long delay of flights. Since 2020, AirHelp has broaden its service and supports passengers in Europe, US, Canada, Brazil, Turkey and Asia.

Services

AirHelp also helps passengers under the clauses of Regulation (EC) No. 261/2004 and other local Air Passenger Rights regulations, such as UK261 in UK, ANAC 400 in Brazil, Air Passenger Protection Regulations in Canada and Turkey, and

Montreal Convention The Montreal Convention (formally, the Convention for the Unification of Certain Rules for International Carriage by Air) is a multilateral treaty adopted by a diplomatic meeting of ICAO member states in 1999. It amended important provisions of t ...

in US. It determines the eligibility of individual travelers through a web form and an app for Android and

iOS iOS (formerly iPhone OS) is a mobile operating system created and developed by Apple Inc. exclusively for its hardware. It is the operating system that powers many of the company's mobile devices, including the iPhone; the term also includes ...

devices. The initial assessment of cases is offered as a free service. If the firm considers that users are entitled to compensation, users may commission the company to pursue their claim in exchange for a success-based fee. AirHelp has reportedly helped over 10 million passengers globally. In cases in which an airline rejects an out-of-court settlement, AirHelp, together with its partners, takes legal action. On several occasions, this activity has prompted courts to clarify previously disputed legal questions regarding passenger rights. To substantiate claims against airlines, AirHelp compiles information from multiple

database In computing, a database is an organized collection of data stored and accessed electronically. Small databases can be stored on a file system, while large databases are hosted on computer clusters or cloud storage. The design of databases sp ...

s to reconstruct the circumstances of flight disruptions in question. The company's former

CEO A chief executive officer (CEO), also known as a central executive officer (CEO), chief administrator officer (CAO) or just chief executive (CE), is one of a number of corporate executives charged with the management of an organization especially ...

Zillmer states that their use of AI technology enables the company to cross-check passengers' eligibility for compensation against the excuse of weather conditions that airlines often use to reject claims. The company's co-founder Nicolas Michaelsen has also stated that airlines have to offer proof when flights are disrupted due to weather. In February 2019, the company added two new

bots The British Overseas Territories (BOTs), also known as the United Kingdom Overseas Territories (UKOTs), are fourteen territories with a constitutional and historical link with the United Kingdom. They are the last remnants of the former Bri ...

to their existing bots "Herman" and "Lara": the new bot dubbed "AgA" reviews all claims coming into the AirHelp website and app, whereas "Docky" automatically requests additional travel documentation that may be needed for a decision to be reached.

Criticism

The company has been criticized for a lack of transparency regarding its collaborations with travel agencies and for openly stating that it treats flight disruptions as business opportunities to attract partnerships. In response to the accusation that AirHelp and other companies in the field of flight compensation management are making a business out of something that a traveler is entitled to for free, its former CEO Henrik Zillmer has said that airlines make it difficult for passengers to know their rights and claim for compensation. Although most passengers seem to be satisfied with AirHelp's services, some aviation authorities have warned it may lead to

fare A fare is the fee paid by a passenger for use of a public transport system: rail, bus, taxi, etc. In the case of air transport, the term airfare is often used. Fare structure is the system set up to determine how much is to be paid by various pa ...

increases. Claiming process, depending on an airline, can take weeks and even months and years with some airlines. This is out of AirHelp control, but the company invests in the lengthy and expensive process without upfront fees. However, AirHelp's policy of emailing travelers monthly claiming that their request is on the right track before finally announcing that their case has been closed unsuccessfully after failing to reach an agreement with an airline, or due to new evidence proving not an airline fault for disruption, has also brought discredit on the company.

Global rankings

Each year since 2015 AirHelp produces a global report of airport and airline rankings. The airports are ranked according to

on-time performance In public transportation, schedule adherence or on-time performance refers to the level of success of the service (such as a bus or train) remaining on the published schedule. On time performance, sometimes referred to as on time running, is normall ...

(60%),

service quality Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ=P-E. This conceptualistion of service quality has its origins in ...

(20%) and food & shops (20%), while airlines are ranked to on-time performance, service quality and claim processing with each category

weighted A weight function is a mathematical device used when performing a sum, integral, or average to give some elements more "weight" or influence on the result than other elements in the same set. The result of this application of a weight function is ...

equally. AirHelp utilizes its own

s, commercial vendors and passenger surveys to compile the necessary data for their reports. On the basis of their AirHelp Score, Bloomberg News has reported on the best and worst airlines and airports in the world for the years 2018 and 2019. AirHelp rankings have also been used in articles by a number of other media outlets, such as

MSN MSN (meaning Microsoft Network) is a web portal and related collection of Internet services and apps for Windows and mobile devices, provided by Microsoft and launched on August 24, 1995, alongside the release of Windows 95. The Microsoft Net ...

and

Forbes ''Forbes'' () is an American business magazine owned by Integrated Whale Media Investments and the Forbes family. Published eight times a year, it features articles on finance, industry, investing, and marketing topics. ''Forbes'' also re ...

Services

Criticism

Global rankings

Airlines

Airports

See also

References

External links