Collinson, a global leader in customer benefits and loyalty, has partnered with air passenger rights organisation, AirHelp, to support customers with its flight delay lounge access product to effortlessly claim the compensation they are entitled to as a result of a qualifying flight disruption.
The EC261 Flight Compensation Regulation in Europe entitles travellers to up to €600 in compensation each for delays over three hours, flight cancellations, or instances of denied boarding. However, 87% of travellers don’t know their rights to compensation, according to AirHelp which handles claims on behalf of passengers affected by flight disruption.
In the event of a flight delay, Collinson’s SmartDelay TM assists travellers with instant and complimentary access to over 1,000 airport lounges. This allows travellers to escape the busy airport terminal and enjoy the comfort and peace of an airport lounge, helping to ease the inconvenience of the delay and improve their travel experience. Companies including SAGA and Columbus Direct use SmartDelay as an inclusive and value-added benefit to help differentiate their offerings and drive loyalty.
Now, through this partnership, SmartDelay customers who opt in to the service will be supported by AirHelp with their EC261 claim and can count on receiving expert support whilst seeking financial compensation from the airline.
Alex Lawrence, Head of Proposition – Travel, at Collinson said: “With one in 10 flights delayed by 90 minutes or more1, there is a compelling opportunity for businesses to be the hero of the hour for their customers, delivering an instant benefit to ease the frustration and inconvenience of their travelling customers when they really need it.”
SmartDelay gives travellers access to airport lounges – with complimentary snacks and refreshments, newspapers and magazines, wifi, business and conference facilities and a quiet place to rest – in over 100 countries.
Alex continued: “Our clients tell us that SmartDelay is a powerful way for them to differentiate and create positive engagement opportunities with their customers. We’re pleased to partner with AirHelp because this new product enhancement means we can deliver even more value to our clients and their customers.”
Michael Thompson, Partnership Manager at AirHelp, added: “Passengers are often left waiting, or even stranded, following a flight delay or cancellation, unaware of their entitlement to compensation from the airlines. We’re excited to be partnering with Collinson to change this and to improve the air passenger experience. Sadly, airlines don’t always inform their passengers whether they’re eligible or not for compensation under EC261, which puts the burden on passengers to verify their entitlement. With SmartDelay, we’re pleased to be taking that task off passengers’ hands and helping them to receive what they’re legally owed.”
SmartDelay is available to businesses on a white-label basis, with fully configurable cost control allowing them to decide when the lounge voucher is issued and customers can access the airport lounge.
A recent analysis of Civil Aviation Authority (CAA) data by the Press Association found that the average flight was delayed by 16 minutes in 2018, with Stansted airport faring worst with an average departure delay of 25 minutes.
Collinson offers a number of value-added benefits to enhance the traveller’s journey by making the experience less stressful and more enjoyable. These services include ID theft support and digital healthcare solutions that give travellers instant access to medical professionals at any time here and abroad.