How long does AirHelp have to respond to complaints?

Officially, they say a few business days. Unofficially? Get comfortable. I've seen people on forums mention waiting weeks for a non-automated reply about a simple flight delay claim, especially if it's not an easy win for them.

Can I file a complaint against AirHelp online?

Yes, that's pretty much the only way they want you to do it. Their whole system is built around their online dashboard and contact forms, good luck trying to find a direct phone number that a human actually answers.

What documents do I need for an AirHelp complaint?

Have everything ready. Seriously. You'll need your original booking confirmation, boarding passes, any receipts for expenses, and a clear timeline of what happened. I had to dig through my email archive for ten minutes just to find the tiny booking reference number from a flight I took six months ago.

Is there a fee to file a complaint against AirHelp?

No, there's no fee to complain to them about their service. Remember, they work on a 'no win, no fee' basis for your airline claim, which sounds great until you realize their service fee can be 35% or even 50% of the compensation if they do win. That's the real cost.

Can complaints affect my AirHelp service?

It shouldn't, but it can feel that way. It's a real problem. After I sent my second follow-up email asking for a real update, my case went completely silent for a month, almost as if my file was put at the bottom of the pile for being annoying.

What happens after I file a complaint with AirHelp?

You'll get an automated email with a case number almost immediately. Then, you wait. And you wait some more. I checked my dashboard every single day for three weeks after complaining, and the little status bar didn't move an inch, which is incredibly frustrating when you know you have a valid case.

Can I escalate my AirHelp complaint to a regulator?

Absolutely, and you should if you're getting nowhere. For US flights, go to the Department of Transportation (DOT). For EU flights, find the National Enforcement Body (NEB). Just make sure you keep all your emails with AirHelp as proof, because the regulators will want to see that you tried to resolve it with the company first.

Complain About AirHelp - File a Complaint Today

Getting your money from AirHelp can feel like pulling teeth. It's not just you. On the Better Business Bureau, they have a dismal 1.1 out of 5-star customer rating, with over 111 complaints filed in the last three years alone. People are fed up. Common issues flagged constantly on review sites are the ridiculously long wait times for updates and communication that just goes silent. You did the work to file a claim, and now you're stuck waiting for a company that was supposed to make things easier. It’s beyond frustrating when the helper needs help.

Last Edited on 10 Dec, 2025

Olivia Harper, Senior Content Manager

9 min read

Best ways to complain to AirHelp

Finding a direct line is tough, they prefer you use their online system. Here’s how to navigate it.

Contact Method	Details & Availability	Why use this instead...
Contact Form / Dashboard	Available 24/7 via their website after logging in.	This is their main channel. Use it to create a paper trail for your complaint. Best for non-urgent status requests.
Live Chat	Available for logged-in users, typically during business hours.	Good for getting a quick, (hopefully) real-time answer on a simple issue. Not great for complex problems.
Email	[email protected]	Use this if you can't log in or need to send a formal complaint. Response times can be slow.
Social Media	Direct Message on Twitter (@AirHelp) or Facebook.	A public complaint can sometimes get a faster response. Best for when you feel you're being ignored on other channels.

⏱️ Estimated Response Times from AirHelp After Complaining

Honestly, 'estimated' is a strong word here. It can feel like sending a message into the void.

Method	Expected Wait Time
Contact Form	2-5 business days
Email	3-7 business days
Live Chat	5-45 minutes (if available)
Social Media	1-2 business days

🔍 Tips to Get a Quicker Response from a Complaint

Always include your claim number. Put it in the subject line and the first sentence.
Keep it short and factual. Long, angry emails are easy to ignore. State the problem, what happened, and what you want.
Follow up consistently. Don't wait weeks. If you don't hear back within their stated timeframe, send a polite but firm follow-up message.

How to Escalate Your Complaint

If AirHelp is giving you the runaround, it's time to go over their heads. Before you do, make sure you have given them a reasonable chance to resolve it internally. Regulators usually require this.

Better Business Bureau (BBB): You can file a complaint with the BBB online. AirHelp is an accredited business, so they are more likely to respond to a BBB complaint to maintain their rating. The BBB works, but prepare to wait. AirHelp usually responds after a reminder or two.
Department of Transportation (DOT) (for US flights): If your complaint is about a flight to, from, or within the United States, you can file a complaint directly with the DOT. This puts official pressure on the airline, and by extension, on AirHelp to resolve the claim.
National Enforcement Bodies (NEB) (for EU flights): For flights within or departing from the EU, each member state has an NEB responsible for enforcing passenger rights. You can file a complaint with the relevant body for the country where the incident occurred. This is a serious step and often gets results when direct contact fails.

Email Template to Complain to AirHelp

Subject: Formal Complaint & Request for Action on Claim #[Your Claim Number]

To Whom It May Concern,

I am writing again regarding my claim, #[Your Claim Number], which was filed on [Date of Filing]. My last communication with your team was on [Date of Last Contact], and I have yet to receive a substantive update or the resolution I was promised.

The complete lack of communication on this matter is unacceptable. I hired AirHelp to reduce the stress of dealing with the airline, but this process has only created more frustration and wasted my time chasing for answers.

To resolve this, I require a detailed status update on my claim and a clear timeline for resolution within the next 5 business days. Please explain the reason for the delay and what specific actions are being taken to move my claim forward.

If I do not receive a satisfactory response by [Date, 5 business days from now], I will be escalating this matter by filing formal complaints with the Better Business Bureau and the appropriate aviation regulatory bodies.

Thank you for your prompt attention to this matter.

[Your Name] [Your Contact Information]

Additional Helpful Tips to get Your Complaint Resolved

Ask for a supervisor. If you get a generic, unhelpful response from a first-level agent, immediately ask for your case to be escalated to a manager or senior claims specialist.
Use specific dates and times. Instead of saying "a while ago," say "On May 15th, I was told via live chat that..." This shows you're organized and serious.
Reference their own terms. One user on Reddit mentioned they got a response only after quoting a specific clause from AirHelp's own Terms and Conditions about communication standards. It shows you've done your homework.
Request written confirmation. After any phone call or live chat, ask for a summary of the conversation and a ticket number to be sent to your email. This creates a record.

Let Pine AI Help Raise the Complaint to AirHelp

Tired of refreshing your AirHelp dashboard only to see the same status for months? Sound familiar? It’s exhausting. You’re stuck in an endless loop of contact forms and generic email replies that say nothing. One person on Trustpilot said, 'It feels like my claim fell into a black hole.'

No joke. Instead of spending your energy chasing them, let Pine AI handle it. We manage the persistent follow-ups and navigate their system for you. No more checking your inbox a dozen times a day or wondering if you’ve been forgotten. We take over the tedious part so you can actually move on.