FAQs

The Symptom Checker is powered by Sensely Corporation and backed by the expertise of Mayo Clinic, a leading hospital located in the United States. In collaboration with Sensely, the service is provided by Medi24, a Swiss-based trusted telemedicine service provider, providing 24-hour telehealth and medical assistance services. Medi24 is a member of the Allianz Partners group, the world leader in assistance services. Medi24 is on a mission to provide a comprehensive telehealth service directly from your smartphone or computer, giving you the ability to assess your symptoms and ask a medical question wherever you are.

Based on the symptoms you described and the information you provided during the assessment of your symptoms, it appears that your condition may require urgent medical attention. Please call your local emergency number immediately.

The medical content and information provided by the Symptom Checker is based on the symptoms described and the answers given to the health questionnaire, taking into account the presence of various relevant factors (e.g. family history, lifestyle factors, medical history medical, etc.). The information provided responds to the information entered (e.g. risk factors) but is not personalized.

No, the Symptom Checker does not issue a medical diagnosis. Based on the information you provide, the Symptom Checker supports you by providing indicative healthcare information only. The service does not diagnose your own medical condition and does not issue treatment recommendations tailored to your personal situation.

The Symptom Checker is intended to provide general information only and is not a substitute for professional medical diagnosis or treatment. The Symptom Checker should not be used in a serious medical emergency.

Symptom Checker asks diagnostic questions and analyses your answers on an ongoing basis. It estimates the probability of specific diseases (it recognizes over 800 diseases) and issues recommendations on further treatment or contact with a healthcare professional. It only takes a few moments to find out what you might be suffering from and how serious your symptoms are.

To access your vouchers you have different options:

• By email: If you are eligible, your lounge voucher will be sent to the email address and mobile number you have registered. To access your lounge voucher, you will need a mobile device capable of downloading and opening PDF attachments. Please note that data roaming charges may apply if you are using your data service.
• Lounge voucher section in your account: You also will have available your vouchers in your account section accesible in the allyz website or app.

Depending on your case:
If you are at the airport and need inmediate support, please contact Smart Delay Customer team by telephone support available in English twenty-four (24) hours a day, seven (7) days a week: +44 203 725 1601
Otherwise,you can contact allyz Customer Services team throught this form explaining your situation and our agents will help you with the next steps.

Not all airlines provide timely and accurate flight tracking data which is necessary for SmartDelay to trigger compensation and issue lounge vouchers.

As such, SmartDelay limits check-ins for airlines/airports that do not provide reliable tracking data. And thus helps to ensure the best possible experience for customers.

Once issued to a passenger, each lounge access voucher will be valid for 1 year. This means you can choose to use your voucher as part of another journey to access an available lounge within the Collinson network.

You may be denied access to a lounge, even with access vouchers, if any of the following occur:

• The lounge is closed when the delay occurs. In this case, please contact other lounges depending on their availability.
• The lounge is already full. In this case, please contact other lounges depending on their availability.
• The passenger's name on the boarding pass does not match the name on the access voucher. Unfortunately, no other offers will be available in this case.
• You or a member of your party does not meet the terms and conditions of the lounge (such as minimum age or dress code). In this case, please contact other lounges depending on their availability.

Service and response provided by Smart Delay

You will be eligible for the lounge access voucher when the following conditions are met:

• You have registered your flight in your allyz account
• An eligible delay is announced for your flight by the airline. Delays are determined by airline and airport gate delay reporting to FlightStats (our third-party flight data tracking system). If FlightStats reports an eligible delay, the system will issue the lounge voucher(s). A delay can consist of a single announcement or an accumulation of several announcements reaching the delay threshold.
• Access to a LoungeKey™ network lounge is available at your departure terminal when the delay occurs.

Service and response provided by Smart Delay

Each registered passenger receives an individual lounge access voucher, which contains coded information relating directly to them. This access voucher is intended for its own use and is strictly non-transferable. For the same trip, you can add up to 5 co-travellers, at the latest 24 hours before your departure. In the event of a flight delay, co-travellers added to the trip will be able to benefit from access to the airport lounge.

Service and response provided by Smart Delay

Each salon has its own policies and services. To learn more about a lounge, you can search online at https://loungefinder.loungekey.com/Pass.

The email containing the lounge voucher will provide instructions for locating available lounges at the airport. You also have a link to the LoungeKey lounge finder, which you can click to search for lounge details such as location and terms and conditions.

Once you get to the lounge, you must present the QR code available in the email. You may also have to present your boarding pass and passport for verification.

SmartDelay is designed to track almost all major commercial airline flights, but limitations apply to airlines/airports that do not regularly report data.

You can log any flight for which the airline accurately reports the announcement to FlightStats.

If you try to register a flight that does not meet these conditions, the SmartDelay system will notify you and you will not be able to register it. Each flight associated with a trip with multiple connections requires its own check-in.

Lounge access is a unique service that offers free access to airport lounges in the event of a flight delay provide by Smart Delay.

If the airline announces a delay that meets or exceeds the eligible delay threshold, you will receive a LoungeKey™ voucher that provides access to an airport lounge where you are delayed. LoungeKey™ gives you access to a network of over 1000 airport lounges worldwide.

Service and response provided by Smart Delay

Doctor Chat is a service where you contact an EU licensed physician on an anonymous basis via chat, service is available 24/7.

This innovative technology gives you 24/7 access to a network of trusted doctors accessible by invitation only. These doctors provide you with reliable help and information with which you can act with confidence, and can be contacted as quickly and easily as a friend.

You can ask anything from "What should I do if I forgot to take my pill?" to "What do these blood results mean?" and "Should I be worried about this rash?". Whatever your concern, your question will be answered by a trusted doctor who quickly gives you a substantiated and reliable answer that you can act on with confidence.

No, Doctor Chat doctors do not provide sick leave.

No, Doctor Chat does not provide prescription medication.

No, Doctor Chat does not issue a medical diagnosis. All information provided by doctors on Doctor Chat is for general informational purposes only and is not a substitute for medical diagnosis or treatment. Doctor Chat should not be used in serious medical emergencies.

The doctors in the Doctor Chat service are practicing doctors, licensed and registered with the health authorities. Doctor Chat always tells you the name and specialty of the doctors who answer your questions, so you can feel confident in the information they provide.

Flightright is responsible for managing the entire compensation process. For more information, visit the Flightright website: https://www.flightright.com/ and select your country.

You can check your entitlement to compensation for flights dating back up to 5 years, depending on each country rules (from the date of the flight in question). To be eligible, your flight must originate from an EU member country or, if landing in the EU, the airline's headquarters must be in the EU. Once you have added a previous flight to allyz Trip Planner, you will receive the result of the compensation eligibility check in an email from Flightright within minutes.

You can check your entitlement to compensation for flight delay in two ways:

For upcoming flights:

1. Create a trip in your Trip Planner and your upcoming flight information.
2. The eligibility checker analyzes hundreds of thousands of flights and the corresponding weather data to verify the guarantee applies to your case under EU regulations. For your future flights, Flightright proactively monitors flight disruptions and will notify you by email up to 3 days after the flight date.
3. If the eligibility check is positive, you simply need to confirm that your claim against the airline is valid and Flightright will take care of the rest.

For your past flights:

• You can use this form to check if you are eligible for past flights up to 5 years
• For your past flights, it will only take a few minutes to receive the free eligibility check by email from Flightright.