Irina Ciochiu, founder of FlightHelp, is calling on airline passengers across Europe to become more aware of their rights under EU261 regulations before accepting an airline's decision as final. With European air traffic having returned to near pre-pandemic levels, the number of travelers affected by delays, cancellations, and missed connections is on the rise, yet many remain unaware that they may be entitled to compensation.
According to European industry estimates, more than 30 million passengers across Europe may be eligible for compensation each year under EU261 rules. However, studies suggest that fewer than 40% of eligible passengers actually submit a claim, leaving billions of euros in potential compensation unclaimed annually. Ciochiu, who studied law at the University of Craiova, says the issue is not just about money but about making consumer protections accessible to those they were designed to serve.
"Success is creating systems that solve real-world problems at scale, especially in industries where individuals often lack support," Ciochiu said. She founded FlightHelp to help passengers navigate complex compensation regulations across Europe, recognizing that many regulations are difficult for ordinary people to use without guidance.
One of the biggest misconceptions, Ciochiu says, is that an airline's first response is always the final answer. "Passenger rights only matter if people are actually able to enforce them," she added. She warns that passengers should be particularly cautious when airlines reject claims by citing "extraordinary circumstances." Even in such cases, passengers may still qualify for compensation depending on the actual facts surrounding the disruption. However, airlines rarely provide detailed operational causes in writing, making it difficult for individuals to assess whether a denial is justified.
The financial impact of flight disruptions can be significant, costing travelers time and money through missed connections, additional accommodation, transport expenses, and lost travel opportunities. Ciochiu believes that improving passenger education benefits everyone by encouraging greater transparency and accountability throughout the aviation industry.
To help travelers protect themselves, Ciochiu recommends several practical steps after any significant flight disruption: keep boarding passes and booking confirmations, save all emails and text messages from the airline, record the actual arrival time at the final destination, keep receipts for any disruption-related expenses, document what airline staff communicate at the airport, and learn the basics of EU261 passenger protections. Above all, she advises seeking professional guidance before accepting a rejected claim as final.
"Simple preparation can make a significant difference later," Ciochiu said. "Passengers are in a much stronger position when they have complete information."
As air travel continues to grow across Europe, the need for passenger awareness has never been more critical. Ciochiu encourages travelers to educate themselves about their rights under EU261 before they need them. By understanding the basics, keeping accurate records, and seeking professional help when claims become complex, passengers can make informed decisions and ensure they receive the compensation they are entitled to.
