no updates in over 15 months, additional fees without consultation
I filed a report for a very easy case: flight delayed for over 3h due to a tecnical issue and I accepted a service fee for it (175e). Some months later, I got an email that the lawyers have filed a compensation claim. No info about additional fee for it. Now, I haven't heard from them in over 15 months and I see a new "Legal Action Fee" of 75e, which I wasn't informed about and asked if I actually accept it.
Reply from AirHelp.com
Hello Justyna Mossakowska,
Thank you for sharing your opinion with us.
The airline rejected your claim on technical grounds. We do not agree with this decision and have therefore referred the matter to the legal department. At the time of signing, you agreed to this solution/option.
We would like to point out that we only collect our fees once we have received compensation from the airline. Furthermore, the amount of our fees is not only visible in your profile, but also on our website at any time.
Further information can be found in our General Terms and Conditions: https://www.airhelp.com/en-gb/price-list/
Note: Our fare structure does not apply to flights covered by an AirHelp Plus membership. You can find out more about this service here: https://www.airhelp.com/en/airhelp-plus/
We will do our best to get compensation for you!
Best regards,
Piotr from AirHelp