Question 1

How does the flight and luggage protection work?

Accepted Answer

If you experience flight delays, cancellations, denied boarding, or lost baggage, you can submit a claim directly through AirHelp, our compensation partner.

**Here's how it works:**

**Submit your claim**: AirHelp handles all communication and legal paperwork with the airline on your behalf.

**We handle the claim for you:** Once approved, your compensation is paid directly to you so you can continue your trip with peace of mind.

Note: Final payout amounts depend on airline policies, travel regulations, and claim eligibility.

Question 2

What does the Flight protection cover?

Accepted Answer

Flight protection covers a range of airline disruptions, including:

- **Flight compensation:** Up to €600 for flight delays, cancellations, overbooking, or denied boarding.
- **Additional expenses:** Coverage for up to €7,850 in unavoidable out-of-pocket costs resulting from the disruption.

Question 3

What does the Luggage protection cover?

Accepted Answer

The protection covers delayed, lost, or damaged luggage:

- **Fast payout:** An upfront €150 payment for immediate expenses arising from lost or delayed luggage.

**Important claim deadlines:** You must submit receipts or proof of expenses within **7 days** for damaged luggage or within **21 days** for delayed luggage.

Note: Damaged luggage is excluded from the Payout terms. AirHelp handles the claims process, but final approval and payouts are determined by the airline.

Question 4

How do I make a claim for flight or luggage problems?

Accepted Answer

You can start your claim in two ways:

**Option 1: Via the Holafly app**

1. Go to **Purchases**.
2. Select your **Ultra Plan**.
3. Choose **AirHelp**.
4. Tap **File a claim** and follow the instructions.

**Option 2: Via email**

Check your inbox for an email from AirHelp with step-by-step instructions to start your claim.

**Important tips for your claim:**

**Keep your documents:** Save all travel documents provided by your airline. Luggage must be checked in under your name to qualify.

**For missing or delayed luggage:** Report your missing luggage at the airport desk and request a **Property Irregularity Report (PIR)** before leaving the airport. Submit this report along with your documents to AirHelp to process your €150 delay payout.

Question 5

How does the 'Health and wellbeing' benefits work?

Accepted Answer

You can access all services directly through the Holafly app:

1. Go to **Purchases** in the app.
2. Select your **Ultra Plan**.
3. Choose **Health and wellbeing**.
4. Select your preferred language and country.
5. Start a chat with a specialist or book a session.

Question 6

Can I get a prescription or a medical report?

Accepted Answer

Yes, depending on your location. While you can consult a doctor from anywhere in the world, electronic prescriptions and official medical reports are only available in certain countries.

During your consultation, your doctor will confirm what is available and whether your prescription can be validated at local pharmacies in the country you're visiting.

This is the list of countries where you can issue a prescription:

Spain, France, Italy, Portugal, Finland, Estonia, Latvia, Lithuania, Poland, the Czech Republic, Croatia, Greece, Cyprus, Mexico, Colombia, Chile, Argentina, Brazil, Venezuela, the Dominican Republic, Panama, Bolivia, Ecuador, Honduras, Uruguay, Paraguay, Peru, Cuba, Nicaragua, Haiti, and the United States.

Question 7

Is Holafly storing my medical data?

Accepted Answer

No, Holafly does not store any of your personal medical information. Any medical records, reports, or details shared during your consultations are securely managed directly by our healthcare partner, Open Medical.

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