Simone and Michael, a travel-loving couple, were looking forward to their dream vacation in Marrakesh. Unfortunately, a delayed flight disrupted their plans: their flight from Munich to Madrid was delayed, causing them to miss their connecting flight to Marrakesh. They had to spend the night in Madrid before continuing their journey.
When it came to claiming their flight compensation, Simone and Michael chose different services: Simone filed her claim with AirHelp, while Michael chose Captain Frank. Here’s how their experiences differed.
Both Captain Frank and AirHelp charge success fees, but with significant differences::
|
Provider |
Success fee without court case |
Success fee with court case |
Customer Payout |
|---|---|---|---|
| 30 % | 30 % | 280 € | |
| 35 % | 50 % | 260 € / 200 € |
Michael received 280 € from Captain Frank, regardless of whether the airline settled or a court case was required. Simone, however, received only 200 € through AirHelp, as a court case was needed.
Michael appreciated Captain Frank’s straightforward process. He only needed to upload a single PDF containing photos of his boarding passes. No additional documents were required.
Simone, on the other hand, faced multiple requests from AirHelp for additional documentation, including a copy of her passport. Over the course of 9.5 months, she received more than 20 emails from AirHelp.
Communication Effort:
AirHelp does offer a customer portal with a chatbot named “Zowie,” but Simone found the frequent back-and-forth frustrating.
Another major difference was the time to payout:
Michael received his compensation two months earlier than Simone – a clear win for Captain Frank..
Michael and Simone had very different experiences. Captain Frank stood out with its simple process, lower fees, and faster payout, while Simone found AirHelp to be more time-consuming and less efficient.
If simplicity and speed matter to you, Captain Frank is the better choice. After all, compensation is our mission – simple, fair, and direct.