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1
Agenda
1. Context & Key figures
3
2. Legal overview and subtleties
5
3. Traveler’s Experience
9
4. Value proposition
13
5. Appendices
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1
Context & Key figures
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Context & Key figures
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+ 1,4 billion passengers and 12 Million commercial planes
flying in & out of Europe each year
> 2,1 Million PAX
Eligible to a compensation each year
> 420 $ / PAX
Average individual compensation
> 900 M$ / year
Overall annual compensations incurred by Airlines
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2
Legal overview & Subtleties
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Legal overview & Subtleties
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2004
The European Commission regulation n°261/2004 enters into play, providing
passenger protection and compensation for flight cancelations only
2009
Known as the “Sturgeon Case”, the European Court of Justice states that
delays over 3 hours must be considered as cancelations, opening new protection
rights for passengers
Pending revision
This EU regulation has been undergoing “revision” for a couple of years yet and
currently “on hold” due to the dispute between Spain and the UK over Gibraltar.
According to our information, changes should be relatively minor. AirRefund will,
of course, keep abreast of any change in the regulation
“ADD-ONS”
On top of the above mentioned EU regulation, AirRefund also leverages
international conventions – Montreal & Warsaw – and local laws whenever
applicable to better protect the passengers’ rights
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Legal overview & Subtleties
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The European Union regulation n°261/2004* sets minimum rights for passengers
when:
• They are denied boarding against their will
• Their flight is canceled
• Their flight is delayed
~US$260 (250€) **
932 mi (1 500km)
37 eligible countries
Departures/Destinations
• 28 EU Countries
• + Switzerland
• + 8 ECAA Countries *
~US$420 (400€)
~US$630 (600€)
2 174 mi (3 500km)
>2 174 mi (>3 500km)
*28 EU Countries + Albania, Bosnia-Herzegovina, Iceland, Macedonia, Montenegro, Norway, Serbia, Kosovo
** The compensation amounts are listed in euro in the EU regulation.
Conversion to local currency may change according to actual exchange rate
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3
Traveler’s Experience
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Traveler’s Experience
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Itinerary: Paris → Dubai → Singapore→ Melbourne (> 3 500km) operated
A
by Emirates
Issue Dubai → Singapore // 45mn delay // missed connection
Neither departure nor arrival in Europe
Result Arrived in Melbourne with delay greater than 4 hours → Eligible to a
600€ compensation
Itinerary: Bordeaux → Paris → Berlin operated by Air France
B
Issue Paris → Berlin // second flight cancelled
Result Departing from Europe and arrival in Europe → Eligible to a 250€
compensation.
Itinerary: Tokyo → Paris (> 3 500km) operated by Japan Airline
C
Issue Delayed over 3 hours OR Cancelled
Result Not eligible to a compensation because departed from out-of-Europe
AND operating carrier is a non-European airline
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Traveler’s Experience
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10
4
Value Proposition
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4
Value Proposition
Automatic
matching
system
Our matching system
identifies and
automatically notifies
your employees when
they experience an
eligible flight delay or
cancellation
Save
time and
hassle
You and your
employees relieved
from the hassle - we
manage the entire
process - from eligibility
verification to
compensation
negotiation with airlines
Higher
Employee
Satisfaction
Providing the air claim
management service
leads to higher
Employee Satisfaction
scores
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5
Appendices
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Appendix 1:
Passenger Notification
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To: Traveler
Subject: Following your flight’s cancellation on xx/xx
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Appendix 2:
Security & Privacy
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SECURITY
• Data never exit the European Union
• Data hosted at a SafeHarbor compliant Data Centre operated according to the
best practices of the industry
• Physical access to infrastructure and data strictly controlled → access cards,
video cameras, guards, fire security
• Logical access to infrastructure and data compliant with best practices and
guidelines to prevent security breach and downtime → Secured password and
accounts administration, SSL Encrypted distant access, firewalls, intrusion
detection, antivirus
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Appendix 2:
Security & Privacy
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PRIVACY
• Personal passengers’ data is never shared, rented or sold to any third party by
or through AirRefund
• Passengers are never solicited by AirRefund for any reason unrelated to the
claim compensation process
• Passengers always keep the right and possibility to update or delete their
personal data through a simple request to AirRefund
Privacy
Policy
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Together, let’s make a good deed out of each
compensation
Donate to one of our partner NGO/Charity
Get your travelers compensated today !
AirRefund
concur@airrefund.com
www.airrefund.com
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