After more than 30 years in the travel industry, you’ve spent recent years focusing on airline compensation services. Was this path inspired by personal experience?
Absolutely. My career of over three decades in the tourism sector has allowed me to witness first-hand the frustration and helplessness experienced by travellers when airlines fail to respect their rights. I’ve seen countless cases of cancelled flights, delays, lost luggage, and the long and painful process of filing a complaint. This professional experience, together with some personal incidents, led me to identify a clear and unmet need in the market: to offer travellers an effective tool to uphold their rights. That’s how ReclamaTravel was born — inspired by the desire to protect consumers and to redress the imbalance.
How much money goes unclaimed each year?
It’s estimated that in Spain alone, around €500 million goes unclaimed every year. This is largely due to a lack of awareness about passenger rights and the fact that self-managing a claim without professional help significantly reduces the chances of success.
Do you have figures on how much money you’ve recovered for clients?
Yes, certainly. Since we started, we’ve recovered €28 million for over 53,000 passengers. We’re extremely proud of this figure, as every euro represents a passenger’s right that has been restored. It’s a significant amount that demonstrates the real impact of our work.
What is your success rate?
Our success rate is over 98% in the cases we take on. This is thanks to our specialisation, our deep knowledge of European regulations (Regulation 261/2004), our legal team’s experience, and the vast amount of European air traffic data we collect on a daily basis.
For the small percentage of unsuccessful cases, does the client incur any cost?
Absolutely not. One of our core principles is transparency and eliminating any financial risk for the client. We operate on a “no win, no fee” model. This means clients pay nothing upfront and no fees at all if their claim is unsuccessful. The peace of mind of our clients is paramount.
Bureaucratic obstacles often discourage even the most patient of travellers. What technological innovations are you bringing to the travel sector?
We know that dealing with flight claims can be a massive headache—one that makes many people give up. That’s exactly why technology is our secret weapon. It’s not about reinventing the wheel, but about making the process as easy as possible for the traveller.
A key part of this is how we monitor around 50,000 flight operations daily across Europe. This isn’t just for curiosity — it allows us to instantly assess whether a flight incident (a delay, cancellation, etc.) is likely to be eligible for compensation under current legislation.
Our platform also guarantees transparent communication, with real-time updates on the status of the claim. Our goal is to make the claims process as efficient and accessible as possible.
Giving travellers greater reassurance is also a great way to build loyalty, isn’t it?
Completely. Our service doesn’t just recover money; it restores confidence in the system and in travellers’ own rights. Knowing that there’s a company like ReclamaTravel behind them gives people invaluable peace of mind when travelling. This undoubtedly fosters loyalty to our service and, more broadly, to the idea of travelling with confidence.
As with many things, it’s better to leave these matters to professionals so that claims don’t end up in the “drawer of despair”.
Exactly. Airlines have legal teams and internal processes specifically designed to discourage claims. Knowing the legal nuances, deadlines, court precedents and strategies airlines use is critical. Trying to manage a claim alone can be frustrating and often unsuccessful. We are experts in this field, and our involvement is what ensures that claims don’t get lost in the “drawer of despair” but instead become successful cases.
Do the laws really protect us? What legislative changes would you like to see?
Yes, the laws — particularly Regulation (EC) 261/2004 — are powerful tools that do protect European passengers. However, their application and consumer awareness still face many challenges.
One necessary legislative change would be clearer definitions of what constitutes “extraordinary circumstances”.
A more precise clarification of these causes, specifically what events are genuinely beyond the airlines’ control, would offer greater legal certainty to passengers and reduce unnecessary disputes.
Given your area of activity, what is your relationship like with airlines?
Our relationship with airlines is, as you would expect, purely professional and legal. We represent passengers’ interests, while they defend their own. We are not seeking confrontation, but rather the fair and proper enforcement of the law.
In many cases, we maintain open and fact-based communication with airlines’ legal departments. However, when necessary, we have no hesitation in taking cases to court to ensure our clients receive the compensation they are entitled to. In short, it is a relationship focused on actively defending consumer rights against the airlines.
