Irina Ciochiu

What is FlightHelp, and what is my role in the company?

I am the Founder FlightHelp, a company focused on helping air passengers understand and exercise their rights when flights are delayed, cancelled, overbooked, or otherwise disrupted. My role covers both strategy and execution. I focus on building systems that simplify complex legal and operational processes for travellers. I also work on improving how we assess claims, adapt to regulatory changes, and make passenger rights more accessible across Europe. My legal background allows me to bridge the gap between legislation and practical solutions that people can actually use.

How does FlightHelp operate, and what is our business model?

Our work combines legal expertise, operational systems, and technology. We operate with a team that manages claims, reviews supporting information, and navigates the legal frameworks that apply across different European jurisdictions. Aviation is highly regulated, so consistency and process matter. Every claim requires careful evaluation rather than assumptions. We have built systems that allow us to handle that complexity efficiently while keeping the experience as straightforward as possible for passengers.

What makes FlightHelp different from other companies in this space?

Our focus has always been on making complicated regulations understandable. Many companies talk about passenger rights, but the real challenge is helping people navigate them successfully. We combine legal thinking with practical processes. We also understand that an airline’s first response is not always the final answer. Even when extraordinary circumstances are cited, further review may show that compensation is still possible. We concentrate on evaluating the facts rather than accepting assumptions.

Who do we serve, and how has that evolved?

We primarily serve airline passengers travelling throughout Europe. Our work covers markets including Romania, the United Kingdom, Italy, Spain, Germany, and other European countries. While the regulations are similar, passenger experiences can vary significantly depending on the airline and jurisdiction. Over time, our focus has expanded from helping individuals resolve claims to helping improve awareness of passenger rights more broadly.

What are the services passengers most often need?

The majority of passengers contact us after delays, cancellations, denied boarding, or missed connections. Many are unsure whether they qualify for compensation under EU261 or similar regulations. Others have already contacted the airline and received a rejection. We help review the circumstances, explain the applicable regulations, and guide passengers through the claims process where appropriate.

How do I stay ahead in an industry that changes constantly?

Learning is part of my routine rather than something I only do when problems arise. I monitor regulatory developments, operational changes within the aviation industry, and patterns emerging across passenger claims. I also review what is working internally and where our processes can improve. Growth comes from iteration. Every successful outcome and every challenge provides useful feedback.

Do passengers return to FlightHelp?

Many people return after experiencing future travel disruptions, and we also receive referrals from previous clients. I believe that trust comes from consistency. People remember clear communication, realistic expectations, and professional support during what is often a stressful situation.

How do I measure customer satisfaction?

I measure success primarily through outcomes. The first question is whether we achieved the best possible result based on the facts of the case. Beyond that, I look at how efficiently we handled the process, how clearly we communicated, and whether passengers understood each stage of their claim. Internal standards are just as important as external feedback.

What support do passengers receive after their claim begins?

Passenger claims rarely follow a straight line. Questions arise throughout the process, and regulations can require additional documentation or clarification. We continue communicating with passengers as their claim progresses, helping them understand what information is needed and what the next steps are.

How does FlightHelp approach pricing?

Our pricing structure has not been publicly detailed, so I prefer not to speculate. What I can say is that our focus has always been on providing a straightforward process that removes unnecessary complexity for passengers seeking compensation.

Can I describe the typical value of a claim?

The value of a claim depends entirely on the applicable regulation and the circumstances of the disruption. Compensation under EU261 is determined by legal criteria such as flight distance and the nature of the disruption rather than by our company. Because every case is different, there is no single typical project value that accurately represents our work.

Do we ever decline cases?

Yes. Not every enquiry meets the legal requirements for pursuing compensation. We review each situation based on the available facts, supporting documentation, and applicable regulations. If we do not believe a claim has a legal basis, we will explain that rather than pursuing a case that is unlikely to succeed.

What have been the biggest challenges in building FlightHelp?

One of the biggest challenges has been navigating regulatory complexity across multiple jurisdictions while building systems that can scale. Aviation regulations are detailed, airlines operate differently, and procedures continue to evolve. Early operational challenges forced us to improve our internal processes and ultimately made the business more resilient.

How do I encourage innovation?

Innovation is not always about creating something completely new. Often it means improving existing systems. I regularly review workflows, identify unnecessary complexity, and simplify wherever possible. The goal is to create better experiences for passengers without compromising accuracy or legal standards.

What role does culture play in our work?

Culture starts with clarity. I want people to approach problems logically, communicate openly, and stay focused on practical solutions. We work in an environment where details matter, so consistency, accountability, and continuous improvement are essential.

Where do I see FlightHelp in the next five to ten years?

I want FlightHelp to continue improving how passengers understand and exercise their rights across Europe. My long-term goal is to build systems that make passenger protection easier to access while contributing to greater transparency and accountability throughout the aviation industry.

How has my leadership style changed over time?

Early in my career, I focused heavily on solving immediate problems. Over time, I learned that building strong systems prevents many problems from occurring in the first place. Today, I spend more time creating repeatable processes, setting measurable priorities, and making decisions based on long-term outcomes rather than short-term reactions.

What developments in aviation interest me most?

I am interested in technologies and operational improvements that make passenger claims more accurate, efficient, and transparent. Better data, improved operational visibility, and smarter workflows all have the potential to improve the passenger experience while supporting fair application of existing regulations.

What advice would I give to other founders?

Build something that solves a real problem rather than chasing trends. Keep your systems simple, measure outcomes honestly, and never stop improving your process. One lesson that has stayed with me throughout my career is that complex industries do not always need more complexity. They often need someone willing to make them easier to understand.