# How can we help?

## Most Asked Questions

### Why is AirHelp asking me for money to get my compensation?

AirHelp and our official partners will **never** ask you to send us money in order to get your airline compensation.

But unfortunately, phishing scammers have been known to target AirHelp customers, asking for money to proceed with a claim.

The security of our customers is of the utmost importance. So if you are contacted by someone claiming to represent AirHelp, **especially if they ask for money and/or personal details**, please reach out to our customer support team for assistance. Our official channels for communication are on our [contact page](https://www.airhelp.com/en/contact-us/).

### Will I still have to pay if the case is lost in court?

AirHelp works on a “no win, no fee” basis. So if we don’t win the case in court, we won’t charge you any fee for our services — that’s part of AirHelp’s promise.

### How do I download or print a document that you sent me?

You will find the requested document(s) attached to the email you receive from us. Simply click on the document and save it to your device. Once downloaded, you can print it using your home printer, or if you don’t have one at home, at any shop that offers a printing service. In case you need any further assistance, please ask your network administrator.

### Is there a time limit in which to file a claim for a disrupted flight?

The time limit for submitting a claim depends on the country in which the claim is filed. Here’s a quick overview:

**European Union**  
In the EU, you generally have up to 3 years from the date of the flight disruption to submit your claim. However, this varies by country. For example:
- Poland: 1 year
- Slovakia: 2 years
- Latvia: 10 years

Here’s a full list of [EU limitation periods by country](https://www.airhelp.com/en/air-passenger-rights/).

**Other countries**  
- Brazil: 5 years for domestic flights, 2 years for international flights  
- Saudi Arabia: 60 days  
- Turkey: 2 years

We recommend filing your claim as soon as possible to ensure you get your compensation.

### What are extraordinary circumstances?

_Extraordinary circumstances_ refer to any events outside of the airline’s control that have resulted in a flight disruption. These are situations where a disruption could not have been avoided, even if the airline had taken all reasonable measures.

_Extraordinary circumstances_ include:
- Strikes by airport employees or air traffic control  
- Political unrest  
- Extreme weather conditions  
- Security risks  
- Travel restrictions  
- Emergency health conditions

### Does weather affect my eligibility?

Yes, flights disrupted by extreme weather conditions are not eligible for compensation. Airlines may cancel or delay flights if environmental conditions could affect their passengers’ safety. Extreme weather falls under [extraordinary circumstances](https://www.airhelp.co.uk/air-passenger-rights/) and is, therefore, beyond the airline’s control.

### How do I know if I’m entitled to compensation?

[Check Compensation](https://funnel.airhelp.com/claims/new?lang=en)