As European air travel rebounds to near pre-pandemic levels, a growing number of passengers face delays, cancellations, and missed connections. Yet many are unaware that they may be entitled to compensation under European Union Regulation 261/2004 (EU261). Irina Ciochiu, founder of FlightHelp, is calling for greater passenger awareness, emphasizing that an airline's initial response is not always final.
European industry estimates suggest that more than 30 million passengers across Europe may be eligible for compensation each year under EU261. However, studies indicate that fewer than 40% of eligible passengers actually submit a claim, leaving billions of euros in unclaimed compensation annually. This gap persists even as Eurocontrol reports that European air traffic has returned to near pre-pandemic volumes, increasing the likelihood of operational disruptions during busy travel periods.
Ciochiu, who studied law at the University of Craiova, founded FlightHelp to help passengers navigate complex compensation regulations. She believes that many regulations are difficult for ordinary people to use without guidance, and that passenger rights only matter if people are able to enforce them. One of the biggest misconceptions, she says, is that an airline's first rejection is always correct. Airlines often cite "extraordinary circumstances" to deny claims, but Ciochiu explains that passengers may still qualify for compensation depending on the actual facts. Since airlines rarely provide detailed operational reasons in writing, travelers lack the information needed to assess such decisions.
The implications of this awareness gap are significant. Unclaimed compensation means that airlines are not held fully accountable for disruptions, and passengers bear the financial burden of missed connections, extra accommodation, transport expenses, and lost travel opportunities. Improving passenger education, Ciochiu argues, encourages transparency and accountability across the aviation industry, benefiting all travelers.
To strengthen their position, Ciochiu advises passengers to take practical steps after any significant disruption: keep boarding passes and booking confirmations, save all airline communications, record actual arrival times, retain receipts for disruption-related expenses, document what airline staff say at the airport, learn EU261 basics, and seek professional guidance before accepting a rejected claim as final. "Simple preparation can make a significant difference later," she says.
With air travel continuing to grow, understanding passenger rights has never been more critical. Ciochiu's message is clear: don't assume an airline's decision is final. By being informed and organized, passengers can better navigate disruptions and ensure they receive the protections they are entitled to under EU261.
