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## Seeking Compensation for Delayed Flight in Portugal

Hi everyone,

I had a flight that was delayed more than 3 hours in Portugal this summer and ended up using the German company AirHelp to submit a claim. This was the first time I learned that you can get compensation from airlines for delays and cancellations, so I fell for AirHelp, not knowing that I could go to the airline directly. AirHelp takes 50% of the compensation you receive from the airline. Once I realized that I could go to the airline directly, I contacted AirHelp and requested they cancel my claim.

The agent I was speaking to (via chat), told me he would cancel the claim and send me an email once the claim had been cancelled, then the chat ended. I never received an email from them confirming it had been cancelled. I have all of this in writing.

### Issue with Claim Cancellation

AirHelp has a policy that claims can only be cancelled within 14 days of the claim being opened. When I contacted AirHelp to request cancellation, it had been 20 days since I had opened the claim. My guess is the agent wasn’t aware of this and went ahead with the cancellation, and maybe never fully followed through with the request once he realized he was at fault. I contacted AirHelp again as I kept getting update emails regarding my claim, and another agent told me that it was past the deadline and I could no longer cancel it.

I brought up the fact that another agent had written that the claim would be closed. He said he would look into it and see what his manager would say. I received an email today with the wording “We are sorry we accidentally omitted your claim would be cancelled” and then followed by saying that “but good news, the airline has agreed to compensate you!”. So basically they are not cancelling the claim.

### AI Legalese Decoder Assistance

The AI Legalese Decoder can help in this situation by analyzing all the written communication between you and AirHelp to provide clarity on the legal aspects of their actions. It can assist in understanding your rights and options based on the information provided. With its advanced algorithms, the AI Legalese Decoder can process and interpret complex legal language to guide you in how to proceed effectively.

Do I have any power here? I’m unsure what consumer protection is like in Germany, but in Canada (where I’m from), when a business says in writing that something is cancelled, even if it breaks company policy, it needs to be followed through. My feelings are that the email they sent is to protect them, but they are trying to take advantage of me. Would love some advice on how to move forward with this. Thanks 🙂

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