Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed my *** airline complaint to both *** as well as by mistake AirHelp. AirHelp mentioned service fee but not the amount and they did not specify any further legal requirements. I did not sign any documents with them. Now the airline came back with approval of my complaint but say that AirHelp has a signed legal document from me. This is a scam because I have not signed anything with AirHelp. AirHelp wants a Power of Attorney document from me which I do not want to send to them because I do not ever want to deal with them again. Reading other customer reviews, I see this is a scam which one cannot get out of. I submitted cancelation twice and receive no response from them. I have never seen a service that you cannot get out of. Please help me cancel my claim with AirHelp and delete my account with them.

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ********** *********
  
  
  
   
  
  

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company purports to file claims due for compensation due under ** Rule 261 and has an online questionnaire to determine if the airline owes compensation under the rules (*****************************************************************). AirHelp receives a percentage of the amount recovered and promotes a premium service for an additional fee. I followed their guidelines and have filed two claims, #******* and C#*******. They accepted the claims, then did nothing to pursue them in the courts as they advertise they would do. Their details for Claim #*******: 9/1/23 New Claim; 9/28/23 being processed and sent to airline; 1/3/25 "Rejected by airline, Awaiting legal assessment; 1/3/25 Ready for legal assessment, Rejected after legal assessment.The reason given for "Rejected after legal assessment" is that "Your claim has expired Following a flight disruption you have the right to submit a compensation claim but this right does expire after a certain amount of time. Each country has a different time limit and unfortunately your claims time limit has already passed." Their records (attached) show that they took no action during 2024 and allowed the filing period to expire for my claim!Through their negligence in acting in a timely manner, they allowed the claim to expire and caused me to lose my rights to compensation, resulting in a loss to us of $650 for each of the four passengers in Claim Number #*******. I also seek refund of payment for AirHelp renewal that I made on 9/1/24 ($27.33) and on 9/1/23 $27.27.Per the email on 9/1/23 when I joined, they stated ******************** for 3 future trips Extra 100 for flight delays or cancelations, on top of your airline compensation." I am owed compensation for the cancelled flights on 9/4/23.

  Customer Answer

  Date: 02/01/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by AirHelp USA, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ******* *******
  

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this company is supposedly an agency that helps passengers get refunds or reimbursements from airlines due to cancelled or delayed flights. I admitedly wasn't paying attention when I clicked on their site, wanting to file a claim and thinking that it was a legal entity representing the airline. Halfway through the process I realized they were not and did not submit the claim. However they insist that the claim was submitted and that they are the ones who process the claim with the airline (they withhold one third of the return as payment). THeir information in the application is extremely misleading but the contract does state that indeed they are entitled to process my claim, which is sleazy and dishonest. Now they are attempting to persuade me to have my co-travelers' reimbursement submitted through them as well even though I never submitted a claim for them at all. Additionally they are delaying payout from the airline.

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *********
  
  
  
   
  
  

• Initial Complaint

  Date:08/19/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Airhelp Insurance for a trip from ****** to ******* in July 2024. My connection from ****** to ********* was over three hours late, causing me to miss my flight and forcing me to spend the night in ********* and buy a more expensive connection the next day. I contacted Airhelp and filed the claim for the insurance I purchased through them. They replied 4 times asking me for the same information for supporting documents, which I sent back 4 times. Then they denied my claim, saying the airline needed to reimburse me, which VUELING would not do. Why have travel insurance if the insurance company won't reimburse you? Then I sent them an email with the response from VUELING denying my claim, which they asked me to send 3 times. I received a response this morning saying they reimbursed me (*****************************) which IS NOT MY NAME, on January 20th, which was 7 MONTHS BEFORE MY FLIGHT!! This company owes me at least $500. 00. They owe me for my missed flight, for my lodging and transportation in *********, and for the compensation of my new flight. This company is a SCAM! I paid money to have insurance for my trip in case something like this happened. I've spent 2 weeks dealing with these scam artists and they refuse to reimburse me for what I PAID FOR. Give me my MONEY (C#*******)

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************ representatives have admitted to wrongdoing and that they are investigating the below situation. No one has called me, aside from the ** stating that nothing in the below was wrong, which is wild. *****, please get back on the below 2 numbered issues:I scheduled a same-day ACH to be delivered the next business day. ***** called in the morning, needing to verify my identity, and I missed their call. I called back within minutes, and was told that the agent cancelled my ACH and I needed to replace it. I replaced it, the agent made a note that I verified my identity with her. Hours later another agent calls, I miss the call. They call minutes before ******* ACH cutoff. I, again, call back immediately, am on hold for over 30 minutes. This time, the agent put the transaction on pause, with a delivery date of May 31st. I speak with the agent, validate my identity a 2nd time, and they confirm that my ACH will go through that day. The day ends and it never goes through. It is delivered on June 3rd without any explanation on the multiple touch points of mismanagement by *****. This date issue caused multiple issues with payroll.Even worse, a manager never calls me and closes ***************. No notification whatsoever. A new case is opened and, of course, no manager has called me within the stated timeline despite multiple follow-ups. This is not my case to continuously follow-up on nor should this issue have ever happened to me. *****************. *****, please refund the fees associated with the late ACH, explain what happened in the above, and explain why multiple managers have failed to call me when I have raised this more times than I ever should have. The fee refund was already promised by another agent. This takes a conversation.2. Clarify why no one has reached out on **************** in over a month. There have been no call attempts and, of course, no response to secure message.

  Customer Answer

  Date: 08/10/2024

  At this time, I have been contacted directly by AirHelp USA, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  Although I have mentioned this several times to the BBB without response, the original text included with this complaint was incorrect. The correct text is below and has not been responded to by the business:

  "AirHelp was to reimburse me 600 EUR for a flight delay in June 2023. I received only a portion, about $596 (about 550 EUR). After contacting, they provided a receipt that they sent 600 EUR without further explanation. I contacted my bank, who stated that AirHelp marked a ***** Euro fee as "shared", which they never disclosed and still refuse to disclose. The remaining missing portion still is missing. It should not be on the customer to track down hidden fees they have agreed to with their own bank.

  AirHelp has literally been no help except to state that they sent the full amount, which was never received. They are blaming it on a conversion rate, which is not possible for the amount of money that is missing. They have provided no proof that intermediary fees were not taken out, and have provided no clarification on the fees that are taken out - there are almost always fees for wiring money, both sending and receiving, so they need to clarify the sending fees associated with this reimbursement. The full amount was not received, and it's unclear what ***** even provided to ensure that AirHelp did not remove more fees than agreed to.

  
  AirHelp, please actually provide help. Clarify the fees taken out, check with your bank, as it very much seems your company is pocketing money without being upfront to the customer. Your customer service team also is not properly looking into issues and are experts at delegating rather than providing a proper review of what happened here. I would not be filing this had your team not been so off-putting and going in circles."

  Sincerely,

  ********* *******

  Customer Answer

  Date: 10/24/2024

  At this time, I have been contacted directly by AirHelp USA, Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:

  The business has contacted me but will not acknlowedge hidden fees charged that are not mentioned in their terms.

  Sincerely,

  ********* *******

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the insurance for my flight, my wife, 2 kids and my mom from ****** to *****. on my way back we missed our connecting flight in **** and couldn't get us on flight for 2 days. I wouldn't go thru the nightmare that we had in **** trying to rebook a flight but what happed happens. Luckily i purchased the insurance when I booked the flight. so i filled a claim when i returned for my flight delays and late luggage (it took around 2 weeks to get the luggage. the claim number with AirHelp C#*******. I was assured that i have a case and should get compensation for the delays and the luggage. fast forward 9 months and I just got an email that they can't help and I don't have a case. How is that even possible. It is an insurance company. they should compensate then fight for the money later on their own time. or don't call it insurance then. I think it is a scam and if they can't get the compensation right, I want the money i paid for insurance back. and they should go out of business or stop calling it insurance. if this doesn't get resolved soon, I will contact the attorney ***************

  Business Response

  Date: 04/15/2024

  At AirHelp, we provide services directed at supporting air passengers when they experience flight delays or cancellations. Most commonly this entails flight disruption that entitles air passengers to compensation under applicable air passenger rights regulations. In these circumstances, AirHelp will review the customer's flight, the data relating to the flight, ie was it in fact cancelled/delayed, and then finally whether that cancellation/delay was covered by applicable regulations affording the passenger compensation (mainly the European law). When the delayed flight falls under the applicable regulation, AirHelp will present the facts to the airline, and hopefully the airline accepts. When the airline does not accept, often times AirHelp will take the airline to court, but only in those cases where flight clearly falls under applicable law. 

  AirHelp is not an insurance company and clearly states that it is not an insurance company and that its products do no constitute insurance on our website and in our Terms and Conditions. In general, AirHelp offers two types of products: one is a product where the passenger can come to AirHelp after the flight, and where AirHelp will seek the compensation and, if successful, AirHelp will charge a success fee. The other model is a pre-flight one, where the passenger purchases the service for a fixed amount and if the flight is disrupted and covered by applicable regulation, entitling the passenger to compensation, AirHelp will pursue that with the airline for the passenger. In recent months, AirHelp has added a new product that permits passengers to receive compensation for delayed flights and luggage, regardless of whether the passenger's flight was covered by applicable air passenger rights regulations. This product is NOT the one purchased by this customer.

  We deeply regret that the customer had a flight disruption. Unfortunately, according to AirHelp's records, the flight the customer registered with ********************** was not the flight references in his complaint but the outbound flight which experienced a delay. That flight did NOT afford the customer compensation under the European law (it did not originate in ****** or have Europe as its final destination and the delay was below the threshold for compensation). Nevertheless,  AirHelp contacted the airline requesting compensation, but the airline refused for the above reason. As the customer never requested **********************'s compensation service for the flight in the complaint, AirHelp never ran an eligibility check on it. From a first glance, it does not appear to be protected by applicable law.  But, should the customer wish, they can contact ********************** again with the correct flight data.

  Again, AirHelp is NOT an insurance company. What we offer is pursue compensation for disrupted flights under applicable air passenger rights regulations where possible.

• Initial Complaint

  Date:12/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Airhelp to deal with an airline issue. They were helpful and they took a portion of the reimbursement. I have sent them multiple e-mails and messages through their website to have new check processed as their check to me is now void. The check was void after 90 days. Please advise. Thank you,*********************

  Customer Answer

  Date: 01/12/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding AirHelp USA, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought flight ticket on April 13 2023, for my mother coming from *******. I bought airhelp insurance with them also, and the insurance was for any delay/cancellation of my flight, I will be compensated for any of those. My mum's flight was from ***** ******* to ******* ********. When she got to ******************** to connect a flight to her final destination, initially the flight was delayed for 1hr, next 30min, next she was told that it was cancelled. She slept at the airport without any hotel provision/food, she was not able to leave until the next day, she was put on flight going to ******** instead of *******, she got to ********, I drove all the way from ******* to pick her up in ********. Finally she got to my house around 7pm the next day. I have tried every possible means to contact both budgetair and airplus to no avail, I file a claim only to be denied. Why then did I buy insurance to cover her trip? I want to be compensated for my stress and delay at the airport.Attached is the flight ticket

  Customer Answer

  Date: 06/07/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by AirHelp USA, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:10/13/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When accepting compensation through AirHelp you waive all rights to *** so while I had started the process by sending over some documentation to be used as evidence, I did not finish this process once I realized that I would only be compensated up to $800 when my incurred expenses for my cancelled flight were over $4,700. AirHelp would relentlessly reach out trying to get me to complete the claim submission process, however, Ive ignored their requests and only sent one response via email stating that the amount of their compensation was unacceptable to me and Id like to retain my right to *** rather than settling for such a small amount and waiving the rest. AirHelp had closed my claim, but still sent the compensation money that I did not agree to my bank account. Their customer service phone number does not allow you to call them at any time as it states their line is ALWAYS busy and Ive reached out twice via email explaining that I did not waive my right to *** and I plan on filing a small claim in court for breach of contract against the airline to obtain the rest of the incurred expenses. Dealing with Expedia, AirHelp, and TAP has been such a nightmare. I would never recommend them to anyone. Theyre non responsive and incompetent in following their own policies. Id like to know that I still retain my right to *** as I rejected settling this claim with AirHelp multiple times.

• Initial Complaint

  Date:08/24/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Submitted a claim in May after my flight was delayed for 5h After 2 months and multiple follow *** AirHelp closed my claim saying that LOT did not approve it.Now I just got a call from a lady from LOT saying that the final answer will be send to AirHelp Sep 9th so they are still working behind my back without communicating with **** had no idea that this is still open as my claim is closed on their website.A group of scammers!