As European air travel returns to near pre-pandemic levels, millions of passengers face delays, cancellations, and missed connections, yet many are unaware of their legal rights under EU261 regulations. Irina Ciochiu, founder of FlightHelp, is calling for greater passenger awareness, emphasizing that airlines’ initial decisions are not always final.
European industry estimates suggest that more than 30 million passengers may be eligible for compensation each year under EU261, but fewer than 40% of eligible passengers submit claims. This leaves billions of euros in unclaimed compensation annually. Eurocontrol reports that air traffic has recovered, increasing the likelihood of disruptions during busy travel periods.
Ciochiu, who studied law at the University of Craiova, believes that regulations are often too complex for ordinary travelers to navigate without guidance. She established FlightHelp to bridge this gap, helping passengers understand and enforce their rights. “Passenger rights only matter if people are actually able to enforce them,” she says.
A major misconception, according to Ciochiu, is that an airline’s first response is always correct. She warns that when airlines reject claims citing “extraordinary circumstances,” passengers may still qualify for compensation depending on the actual facts. However, airlines rarely provide detailed operational reasons in writing, making it difficult for individuals to assess the validity of a denial.
The issue extends beyond compensation. Ciochiu argues that improving passenger education encourages transparency and accountability in the aviation industry. “The real challenge is translating complex rules into practical solutions for everyday travelers,” she explains.
To help passengers protect themselves, Ciochiu recommends several steps after a disruption: keep boarding passes and booking confirmations, save all airline communications, record actual arrival times, retain receipts for extra expenses, document staff interactions, and learn the basics of EU261. She also advises seeking 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 to research their rights before they need them and to share this knowledge with others.
With air travel continuing to grow, understanding passenger rights is more important than ever. By staying informed and organized, travelers can ensure they are not left at a disadvantage when disruptions occur.
