Claim Assessment and Sending (CAS)
When an air passenger who has experienced a flight disruption reaches out to AirHelp, the CAS team is their first point of contact. Among CAS’ other tasks, they are responsible for the first impression of AirHelp and the start of a positive experience.
Daily tasks include:
- checking if passengers are entitled to compensation for their delayed, canceled, or overbooked flight under European Regulation EC261.
- offering world-class customer support.
-processing cases according to set procedures, with our customers always top-of-mind.
- contacting passengers via various channels.
- collecting documents required by airlines for the processing of claims.
- providing claimants with information about their case.
- sending claims to airlines in the most effective way, so that we can make sure that passengers get the money they deserve!
Customer Support (CS)
The Customer Support department takes care of answering any questions that travelers contacting AirHelp might have. Whether they are regarding our services, claims they already have open with us, and anything in-between (we do this via a variety of channels including chat, Facebook, and Twitter, as well as through internal tools). We actively cooperate with all departments company-wide to make sure that every claim is successfully handled per our quality standards. We are divided into several different teams based on the particular markets we work in.
ACP Team (Airline Communication and Payouts Team)
Our team is responsible for airline relations. Our daily tasks include communicating with airlines regarding the case and payment status. We review claims for accuracy, completeness, and eligibility. We match incoming payments to accepted and won cases and collect all the necessary documentation needed to start the legal proceedings. We also update airline databases and search for new airline contacts.
