As European air travel returns to near pre-pandemic levels, a growing number of passengers face delays, cancellations, and missed connections. Yet, many remain unaware of their legal rights under European passenger protection laws. Irina Ciochiu, founder of FlightHelp, is on a mission to change that, emphasizing the importance of passenger awareness and informed decision-making before accepting an airline's decision as final.
According to industry estimates, more than 30 million passengers across Europe may be eligible for compensation each year under EU261 regulations. However, studies suggest that fewer than 40% of eligible passengers actually submit a claim, leaving billions of euros in potential compensation unclaimed annually. Eurocontrol reports that air traffic has rebounded to near pre-pandemic volumes, increasing the likelihood of operational disruptions during busy travel periods.
Ciochiu, who studied law at the University of Craiova, understands the complexities of these regulations. She founded FlightHelp to help passengers navigate the intricate compensation claims process. She points out that one of the biggest misconceptions is that an airline's first response is always final. "Passenger rights only matter if people are actually able to enforce them," she says.
A key issue, Ciochiu notes, is when airlines reject claims by citing "extraordinary circumstances." She explains, "Even when airlines cite extraordinary circumstances, passengers may still qualify for compensation depending on the actual facts surrounding the disruption. Many travellers simply do not have access to the operational information needed to properly assess those decisions."
Airlines rarely provide passengers with detailed operational causes of disruptions in writing, making it difficult for individuals to determine whether a denial is justified. Ciochiu advises passengers to preserve all documentation and seek professional guidance when needed.
The scale of the problem is significant. Flight disruptions cost travelers time and money through missed connections, extra accommodation, transport expenses, and lost travel opportunities. Ciochiu believes that improving passenger education benefits everyone by encouraging transparency and accountability in the aviation industry.
She offers practical steps for passengers after any significant disruption: keep boarding passes and booking confirmations, save all airline communications, record actual arrival times, keep receipts for related expenses, document what airline staff say at the airport, and learn the basics of EU261 protections. "Simple preparation can make a significant difference later," Ciochiu advises. "Passengers are in a much stronger position when they have complete information."
By raising awareness, Ciochiu hopes to empower travelers to enforce their rights and hold airlines accountable, ensuring that consumer protections are accessible to those they were designed to serve.
