25 June 2025

Every year, billions of euros in airline compensation go unclaimed—not because passengers aren’t entitled to it, but because most people don’t even know they have rights when flights are delayed or cancelled, or luggage goes missing.

Awareness and enforcement remain the biggest global challenges around air passenger rights. Regulations differ from country to country, and airlines don’t always notify travellers of their entitlements. This results in countless missed opportunities for compensation, leaving passengers confused and unsupported—especially during peak travel seasons.

Berlin-based AirHelp, a global leader in air passenger rights and compensation services, is tackling this issue head-on. With support in 19 languages and millions of successful claims processed, the company has just launched a new solution to help travellers regain control: the AirHelp Flight and Claim Tracker, which is the first free, unlimited flight-tracking app that also informs users when they are entitled to compensation, as Eric Napoli, VP of Legal Strategy, explains in an exclusive interview with MoveTheNeedle.news.

 

AirHelp has supported 2.7 millions of passengers in successfully securing the compensation they’re legally entitled to, often in situations where airlines failed to inform them of their rights. Their services are available to passengers worldwide, and they offer support in 19 languages to ensure accessibility for a broad international audience. “We focus on raising awareness, simplifying complex legal processes, and making sure travellers feel supported in moments of stress. Our mission today is not only to get travellers what they are owed, but to empower people with the knowledge and tools they need to assert their rights with confidence,” says Napoli.

EC 261 Revision: Passenger Protections Under Threat?

Napoli notes that as the EU is currently revising the air passenger rights regulation EC 261, AirHelp is fighting for these rights to be strengthened and not weakened.

Under the current EU rules, passengers are entitled to compensation after a 3-hour delay. The proposed revision may extend this to 4 or even 6 hours, reducing the number of eligible claims. The revision of the regulation could also result in looser definitions of “extraordinary circumstances”: Airlines are not required to pay compensation for delays caused by extraordinary circumstances (like severe weather). The new proposals could broaden this definition, allowing airlines to avoid paying compensation more easily. In addition, the revised EU regulation could mean fewer obligations for domestic flights and smaller carriers: The revisions may introduce exemptions for regional or short-haul flights, especially within a single EU country, which could limit protections for 60% of passengers.The plan also is to slash compensation amounts for mid and long-haul flights: From the current 250, 400 and 600 Euro, the maximum compensation available would be 500 Euro, with flights under 3,500 km now being capped at 300 Euro. Finally, there is also concern that the new version could lower the standards for informing passengers of their rights, leading to even less awareness and fewer claims.

“We want to ensure that any legislative changes continue to protect travellers and hold airlines accountable,” Napoli emphasises. “We want to transform air travel into a safer, fairer space where passengers’ rights are truly respected.”

AirHelp does this through a unique combination of legal expertise, innovation, and global reach, backed by strong local expertise as they work with experienced lawyers who specialize in passenger rights to ensure every case is handled with precision. “Technology is also at the core of what we do,” says Napoli. “From our free, instant claim eligibility checker to AI-powered tools like our digital lawyers, we’re at the forefront of travel tech innovation. We’ve also developed tools that can identify compensation-worthy flights from the past three years, making it easier than ever for passengers to claim what they’re owed. AirHelp also owns one of the most extensive databases with regards to flight stats in the world.”

The AirHelp Solution: Legal Tech Meets Travel Empowerment

AirHelp makes the flight compensation process as simple as possible: Passengers enter their flight details on the AirHelp website or through the app, and within two minutes, AirHelp’s tools tell them if they’re eligible for compensation and how much they could receive. “If they choose to proceed, we handle the entire process, from contacting airlines to taking legal action if needed. AirHelp’s no win, no fee model ensures that there’s absolutely no financial risk for the passenger,” Napoli explains. “For our AirHelp+ members, we even go a step further: they can register their flights in advance, and if there’s a delay or cancellation, we automatically send them a lounge pass and payout. “

Asked how he would respond to scepticism from travellers who’ve traditionally found compensation processes slow or complicated, Napoli answers: “I am sure they haven’t tried AirHelp yet! We are here to help.  We understand, however, where this scepticism comes from: Applying for flight compensation on their own can be complex and extremely time-consuming. Companies like AirHelp remove barriers that often prevent travellers from asserting their rights, offering clear information about claim eligibility, covering all legal costs upfront, and eliminating the risk of having to pay the airline’s legal fees if the case is unsuccessful. It may still take a while to get the compensation, but we make sure the passenger doesn’t feel alone, and gets regular updates on each step of the process. Every claim submitted to AirHelp is carefully reviewed to ensure it is valid. We go to great lengths to ensure that our systems accurately analyse all available data to assess whether a passenger is entitled to compensation.”

New App: Free, Unlimited Flight Tracker with Built-In Rights Awareness

AirHelp is always exploring new ways to support air passengers and to make their rights more accessible. Launching a free flight-tracking app is a natural next step for the company, according to Napoli. “We also actively worked hard to speed up development so the app would be available before the peak of the summer travel season. We wanted passengers to benefit from real-time information so they are better protected during a time when flight disruptions spike. “

The app is designed to be completely free for all users, with no obligation to purchase anything, he emphasises. “We identified a gap in the market, as there is no other flight tracking app offering unlimited, free trip tracking and we think we can provide real value to passengers. We’re in a unique position as we can not only help track flights and manage disruptions, but also inform passengers of their rights and identify when they are legally entitled to compensation. If we do identify a valid claim, passengers can use our service of course, but they are entirely free to pursue the claim on their own. 

The app also provides additional support to AirHelp+ members, who get extra protections by registering their flights in advance. “On top of tracking their trips, we send insurance payouts and lounge passes for flight disruptions.”  

AirHelp’s goal is to make the app a go-to tool for air passengers worldwide. “As flight disruptions continue to rise, travellers need a simple, reliable way to track their journeys, inform them of their rights when things go wrong and support them to take action. That’s exactly what our app is built to do. We’ve already expanded its functionality beyond Europe. We're continuously working on integrating additional regional regulations so the app can serve as a global hub for air passenger rights. Through continuous feature development we’re scaling the app to meet the needs of travellers everywhere, thereby helping more people take control of their air travel experience and rights.”

Any Advice For Travellers?

With the busy summer travel season kicking off, flight disruptions unfortunately tend to increase too. “Stay calm - AirHelp is here to help!,” is the advice Napoli offers up. “That’s why we always recommend travellers to check out our Air Passenger Rights Guide, your go-to resource for understanding your rights when things don’t go as planned. The guide is free, easy to use, and includes: A clear overview of your air passenger rights, practical tips on what to do in case of delays, cancellations or lost baggage and a checklist to help you take the right steps during disruptions. Whether you’re heading to the beach or visiting family, knowing your rights means travelling with more peace of mind.”

✅ Key Takeaways

• Most air passengers are unaware of their compensation rights—resulting in billions in unclaimed compensation.
• AirHelp fights to preserve and strengthen air passenger rights amid new EU regulation changes.
• The new Flight and Claim Tracker app is free, unlimited, and empowers travellers with real-time disruption alerts and legal insights.
• AirHelp’s tools and services simplify a notoriously complex process—ensuring no one has to navigate travel disruptions alone.