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Jan 30, 2019
Hi there,

I had a cancelled flight last year and claimed straight with airline (EUROWINGS) in July.
No response for about a week or two and then decided to claim with Airhelp.

So Airhelp never got a response from Eurowings and Eurowings compensated me directly in November – now Airhelp obviously is claiming money from me and I am not sure if I will have to pay them their fee as I had reached out to Eurowings directly, before issuing the claim with AIrhelp.

Any experience here?
Mar 29, 2016
This is pretty much a contract dispute regarding the terms and conditions you agreed to in hiring them. While these terms dictate everyone's duties and obligations, it highly probable that you do owe them their fee. I'd read the T&C's over.
Likes: jsn55

Neil Maley

Staff Member
Dec 27, 2014
New York
Cayo is correct- what does the contract with AirHelp say? If you used them and they did any type of work - you owe them a fee unless they have a guarantee that they will fix your problem or no fees if they can’t.

Did the airline cancel the flight on you? Was it a flight that was eligible for EU261? Their policy states they charge fees depending on the compensation.

How would they know Eurowings compensated you if the refund wasn’t a result of them contacting the airline? Are you sure that you didn’t receive a refund because AirHelp got involved?
Likes: Nancy