Irina Ciochiu, founder of FlightHelp, is calling on airline passengers across Europe to become more aware of their rights under EU261 regulations before accepting airline decisions as final. The push comes amid reports that millions of passengers may be eligible for compensation but never file a claim.
According to European industry estimates, more than 30 million passengers across Europe may qualify for compensation under EU261 each year. However, fewer than 40% of eligible passengers submit a claim, leaving billions of euros in potential compensation unclaimed annually. Eurocontrol reports that European air traffic has returned to near pre-pandemic levels, increasing the number of passengers affected by operational disruptions during busy travel periods.
For Ciochiu, the issue goes beyond compensation. She emphasizes that passenger rights are only meaningful if people can enforce them. “Passenger rights only matter if people are actually able to enforce them,” she said. Ciochiu, who studied law at the University of Craiova, founded FlightHelp to help passengers navigate complex compensation regulations across Europe.
One of the biggest misconceptions, she says, is that an airline’s first response is always final. “Even when airlines cite extraordinary circumstances, passengers may still qualify for compensation depending on the actual facts surrounding the disruption,” Ciochiu explained. She noted that airlines rarely provide detailed operational reasons for disruptions in writing, making it difficult for passengers to challenge denials.
The importance of this awareness is underscored by the scale of the issue. More than 30 million passengers each year may qualify for compensation under EU261, yet less than 40% of eligible passengers submit claims. With air traffic back to pre-pandemic volumes, the risk of disruptions during peak seasons has increased, leading to more missed connections, additional accommodation costs, and lost travel opportunities.
Ciochiu encourages passengers to take practical steps after any significant flight disruption: keep boarding passes and booking confirmations, save all airline communications, record actual arrival times, keep receipts for extra expenses, document what airline staff say at the airport, and learn the basics of EU261 protections. “Simple preparation can make a significant difference later,” she said. “Passengers are in a much stronger position when they have complete information.”
She also advises passengers to seek professional guidance before accepting a rejected claim as final. “The real challenge is translating complex rules into practical solutions for everyday travellers,” Ciochiu said.
Improving passenger education benefits the entire aviation industry by encouraging greater transparency and accountability. As air travel continues to grow, understanding passenger rights becomes increasingly important. Ciochiu’s work focuses on simplifying legal frameworks that many passengers find overwhelming.
“Success is creating systems that solve real-world problems at scale, especially in industries where individuals often lack support,” she said. By raising awareness, Ciochiu hopes more travellers will be prepared to assert their rights before their next journey.
