Duty of Care
AirHelp & SAP Concur: Empowering business travellers with seamless flight compensation and duty of care
AirHelp at a glance
- Trusted by millions: Over 2.7 million passengers received their compensation with AirHelp since 2013, with 20+ million checking their flights globally.
- Risk-free for both employer and business traveller: Provides expert assistance with compensation claims on a no-win, no-fee basis.
- Global coverage: Supports business travellers across the UK, Europe, Brazil, Turkey, Saudi Arabia and more.
- Regulation updates: Constantly adapts to evolving airline compensation regulations.
- Integrated with SAP Concur: Seamlessly connects with both Standard and Professional solutions for SMBs and enterprises.
- Easy activation: Get the AirHelp App from the SAP Concur App Centre to track your flights for free and get notifications when your flights are eligible for compensation.
Business travellers already carry enough pressure – tight schedules, work/life balance and maximising productivity during trips. When a flight gets cancelled or delayed it’s not just an inconvenience, it’s a setback. And trying to chase compensation afterwards? That only adds to the frustration.
SAP Concur and AirHelp get it. That’s why their partnership makes it easier to claim what’s owed, cutting through red tape and saving business travellers time, stress and the inconvenience typically associated with claims processes. Now available on the SAP Concur App Centre, along with 350 other integrated partner apps, AirHelp simplifies the complex world of air travel claims, giving business travellers the support they deserve – without the headaches.
Business travel can be unpredictable – flight delays and cancellations are all too common. One out of every four flights is disrupted. At the same time, the number of flights is increasing. In 2024, the total number of commercial flights in the EU rose by nearly 6% compared to 2023. And in June 2025, global airlines added 17.2 million more seats than the same time last year – a 3% increase in capacity.
Inevitably, an increase in flight volume equates to an increase in the number of disruptions. In fact, 88% of business travellers have been forced to take unanticipated steps, such as spending more time on a trip or using alternative transport methods, due to unexpected delays, cancellations or the need to re-route.
Supporting business travellers when they need it most
Research shows that 60% of business travellers are seeing a culture of what's been termed "travelscrimping", where their comfort is being sacrificed to make savings. Recent research suggests that cutbacks include reduced access to business/premium class flights, staying overnight to avoid long day trips and paying more for a direct flight. At the same time, 85% of business travellers say they will use personal funds to improve their comfort during business trips.
The AirHelp App is designed to support business travellers. It is integrated with both SAP Concur Standard and Professional solutions, serving both small to medium businesses and large enterprises. It isn’t a compensation service for businesses, but rather an employee benefit designed to protect and support individual travellers during business trips.
As Marco Bernadi, AirHelp’s Global Key Account Manager, explains:
"Asking for compensation is not the easiest thing to do – first of all, because most passengers don’t know their rights and those rights can vary depending on where you’re flying from and to. Then, there's the headache of contacting airlines, who often don't respond or reject perfectly valid claims. As experts, AirHelp doesn't just accept excuses as answers and we'll fight to get passengers their rightful compensation."
For example, business travellers in the EU can get up to €600 compensation for the hassle of being delayed on any flight. The amount varies depending on the distance of your flight.
“This is a real benefit for business travellers, and the best part is that AirHelp only takes a commission on the compensation they win. No upfront payment is ever requested from employees or employers," says Marco.
This approach makes AirHelp a risk-free and valuable addition to any travel programme. HR and travel managers can offer peace of mind to employees, while business travellers gain expert assistance navigating the complexities of airline compensation laws worldwide.
Keeping pace with global regulations
Since 2013, AirHelp has won compensation for 2.7 million passengers and checked the flights of over 20 million passengers across numerous geographies, including Europe, Brazil, Turkey, Saudi Arabia and the UK. Every year AirHelp updates its service to include new regulations and jurisdictions. It’s currently working closely with the European Parliament to improve compensation rules there.
AirHelp leverages its scale and legal expertise to resolve cases amicably with airlines and is prepared to take disputes to court, when necessary, particularly when airlines fail to respond properly. This global expertise, combined with AirHelp’s proprietary technology to detect eligible flight disruptions, ensures business travellers receive the compensation they deserve – often including amounts above the ticket price.
SAP Concur customers benefit from a service that evolves in step with global travel regulations, maintaining strong protections for their employees wherever they travel. AirHelp actively advocates for passengers’ rights, working to hold airlines accountable and secure fair compensation on behalf of travellers worldwide.
Post-travel duty of care
Duty of care is a critical responsibility for organisations managing employee travel. Beyond flight disruptions, companies must consider employee safety, health, wellbeing and emergency support when sending people abroad – especially to challenging destinations.
Julien Million-Rousseau, Senior Director, ISV Partners, EMEA, SAP Concur, explains:
“This partnership is not just about travel, it’s also a duty of care service. Companies activate AirHelp to assist and support their employees during their trips. It’s a way of taking care of employees and showing commitment to their wellbeing.”
AirHelp’s partnership with SAP Concur adds an important layer of support during travel disruptions, which can otherwise leave employees stranded, frustrated and out of pocket. Research shows that 30% of business travellers have been forced to book travel directly with suppliers due to unexpected challenges like delays, cancellations or the need to re-route.
SAP Concur already offers customers TripIt Pro, which allows business travellers to forward their booking confirmation emails (even for trips booked outside of Concur Travel) and TripIt will create a master itinerary. This itinerary can then be automatically matched and synced with Concur Travel, helping to ensure visibility, duty of care and streamlined expense reporting.
“Our 24/7 help centre is ready to assist business travellers during disruptions. While we don’t re-book flights ourselves, we ensure business travellers have access to latest flight updates. We support business travellers not only at the moment of travel frustration, but also throughout the compensation process, which can take months depending on the country or airline," explains Marco.
Offering AirHelp as an automated employee benefit is free, strengthens your organisation's duty of care programme and boosts business traveller confidence. It also supports broader travel management goals by enhancing the overall experience and minimising the impact of disruptions.
Easy activation - no cost, no hassle
One of the standout benefits of this partnership is the ease of activation and use. Businesses can enable AirHelp directly from the SAP Concur App Centre Once activated, AirHelp’s system automatically scans flight bookings processed through SAP Concur, identifying those eligible for compensation.
When a qualifying disruption is detected, AirHelp contacts the business traveller directly via email, inviting them to complete a short online form with basic flight details and upload their ticket. The process takes just minutes, with no need for employees to navigate confusing legal requirements or make direct contact with airlines.
Because all communications are direct with the business traveller (respecting GDPR), the process is confidential and straightforward.
When 29% of business travellers are willing to decline a business trip because of the likelihood of delays or cancellations, empowering them with expert assistance for flight compensation claims – at no cost to your company – makes perfect sense.
Ready to enhance your employee travel experience?
Search “AirHelp” in the SAP Concur App Centre to start giving your business travellers the support they deserve. You’ll be asked to provide your email address and accept the terms and conditions. That's it!
Download the AirHelp App from SAP Concur App Centre now.
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