Irina Ciochiu, founder of the passenger rights platform FlightHelp, is calling on airline passengers across Europe to become more aware of their legal rights when facing flight disruptions. According to European industry estimates, more than 30 million passengers each year may be eligible for compensation under EU261 regulations, yet fewer than 40% of eligible passengers actually submit a claim. This leaves billions of euros in potential compensation unclaimed annually.
Ciochiu, who studied law at the University of Craiova, founded FlightHelp to help passengers navigate the complex compensation regulations that often seem designed for legal experts rather than everyday travelers. She emphasizes that the issue is not just about money but about making consumer protections accessible to the people they were meant to serve. "Passenger rights only matter if people are actually able to enforce them," she says.
One of the biggest misconceptions, according to Ciochiu, is that an airline's first response is always final. She warns that even when airlines reject claims by citing "extraordinary circumstances," passengers may still qualify for compensation depending on the actual facts of the disruption. "Many travelers simply do not have access to the operational information needed to properly assess those decisions," she explains. Airlines rarely provide detailed operational causes in writing, making it difficult for individuals to judge whether a denial is justified.
The importance of passenger awareness has grown as European air traffic has returned to near pre-pandemic levels, according to Eurocontrol. This increase has led to more passengers being affected by operational disruptions during busy travel periods. Flight disruptions cost travelers significant time and money through missed connections, extra accommodation, transport expenses, and lost travel opportunities.
To help passengers protect themselves, Ciochiu advises taking several practical steps after any significant disruption: keep boarding passes and booking confirmations, save all emails and text messages from the airline, record actual arrival times at the final destination, keep receipts for disruption-related expenses, document what airline staff communicate at the airport, and learn the basics of EU261 protections. "Simple preparation can make a significant difference later," she says.
Ciochiu encourages travelers to seek professional guidance before accepting a rejected claim as final. "The real challenge is translating complex rules into practical solutions for everyday travelers," she notes. By improving passenger education, she believes the entire aviation industry benefits from greater transparency and accountability.
As air travel continues to grow, the need for informed passengers has never been more critical. Ciochiu's message is clear: know your rights, keep your records, and don't assume an airline's first answer is the last word. With the right information, passengers can make informed decisions and ensure they receive the compensation they are legally entitled to under EU law.
