With European air traffic returning to near pre-pandemic levels, millions of passengers face delays, cancellations, and missed connections each year. Yet, according to Irina Ciochiu, founder of FlightHelp, many travelers remain unaware of their legal rights under European passenger protection laws, and fewer than 40% of eligible passengers actually submit compensation claims.
Ciochiu, a legal professional and entrepreneur, is raising awareness about the importance of understanding passenger rights and seeking informed guidance before assuming an airline's decision is final. European industry estimates suggest that more than 30 million passengers across Europe may be eligible for compensation each year under EU261 regulations, leaving billions of euros in potential compensation unclaimed annually.
For Ciochiu, the issue goes beyond compensation. It is about making consumer protections accessible to the people they were designed to serve. After studying law at the University of Craiova, she recognized that many regulations are difficult for ordinary people to use without guidance. That observation led her to establish FlightHelp, a company dedicated to helping passengers navigate complex compensation regulations across Europe.
One of the biggest misconceptions, Ciochiu says, is that an airline's first response is always the final answer. She warns passengers to be particularly cautious when airlines reject claims by referring to "extraordinary circumstances." "Even when airlines cite extraordinary circumstances, passengers may still qualify for compensation depending on the actual facts surrounding the disruption," she explains. "Many travelers simply do not have access to the operational information needed to properly assess those decisions."
Airlines rarely provide passengers with the detailed operational cause of a disruption in writing, making it difficult for individuals to determine whether a denial is fully supported by the facts. Ciochiu emphasizes that the real challenge is translating complex rules into practical solutions for everyday travelers. Rather than encouraging passengers to navigate complicated regulations alone, she believes they should first understand what information to preserve and when to seek professional guidance.
The importance of passenger awareness is growing as air travel continues to expand across Europe. Recent figures highlight the scale of the issue: more than 30 million passengers each year may qualify for compensation under EU261, less than 40% of eligible passengers submit claims, and European air traffic has returned to near pre-pandemic volumes, increasing disruption risks during peak seasons. Flight disruptions cost travelers significant time and money each year through missed connections, additional accommodation, transport expenses, and lost travel opportunities.
Ciochiu encourages passengers to take several practical steps after any significant flight disruption: keep boarding passes and booking confirmations, save emails and text messages received 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, learn the basics of EU261 passenger protections, and seek professional guidance before accepting a rejected claim as final.
"Simple preparation can make a significant difference later," says Ciochiu. "Passengers are in a much stronger position when they have complete information." She encourages travelers across Europe to learn about their passenger rights before they need them. Understanding the basics of EU261, keeping accurate travel records, and seeking professional guidance when claims become complex can help passengers make informed decisions following a flight disruption. Ciochiu believes that improving passenger education benefits everyone by encouraging greater transparency and accountability throughout the aviation industry.
