As European air travel rebounds to pre-pandemic levels, millions of passengers face flight disruptions each year, yet many remain unaware of their legal rights under European Union Regulation 261/2004 (EU261). Irina Ciochiu, founder of FlightHelp, is calling for greater passenger awareness and proactive information-gathering before accepting airline decisions as final.
European industry estimates indicate that more than 30 million passengers across Europe may be eligible for compensation annually under EU261. However, studies suggest that fewer than 40% of eligible passengers actually submit a claim, leaving billions of euros in potential compensation unclaimed each year. With Eurocontrol reporting that European air traffic has returned to near pre-pandemic levels, the number of passengers affected by operational disruptions during busy travel periods is increasing.
For Ciochiu, the issue goes beyond compensation. It is about making consumer protections accessible to the people they were designed to serve. "Success is creating systems that solve real-world problems at scale, especially in industries where individuals often lack support," she says.
After studying law at the University of Craiova, Ciochiu recognized that many regulations are difficult for ordinary people to use without guidance. That observation eventually led her to establish FlightHelp, a company dedicated to helping passengers navigate complex compensation regulations across Europe. She believes one of the biggest misconceptions 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 emphasizes.
According to Ciochiu, passengers should 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 travellers simply do not have access to the operational information needed to properly assess those decisions." She also notes that 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.
The real challenge, Ciochiu says, is "translating complex rules into practical solutions for everyday travellers." 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. Her work continues to focus on simplifying legal frameworks that many passengers find overwhelming.
She also encourages travellers to adopt a more organised approach whenever disruptions occur. "I focus on action over emotion. Most challenges become manageable once you start moving through them," she advises.
The importance of passenger awareness is underscored by recent figures: more than 30 million passengers each year may qualify for compensation under EU261, yet less than 40% of eligible passengers submit claims, according to consumer research. With European air traffic having returned to near pre-pandemic volumes, disruption risks during peak seasons are increasing. Flight disruptions cost travellers significant time and money each year 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. She 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."
