EU261 Claims Management and Automation
Manage high volumes of EU261 passenger claims arising from flight delays, cancellations and denied boarding with structured workflows built for scalable case handling.
In use by teams processing thousands of passenger claims per month
International law firms and corporations trust JUNE
EU261 claims increase operational pressure on airlines
Regulation (EC) No 261/2004 created a harmonised legal framework for air passenger rights in cases of delay, cancellation and denied boarding. As a result, airlines face a steady inflow of passenger claims, including compensation demands as well as claims for reimbursement, re-routing and care.
For airlines, handling large numbers of claims under Regulation (EC) No 261/2004 is a significant operational burden. High claim volumes, repeated assessment steps and strict response deadlines make efficient, consistent handling difficult. The EU261 reform agreed in June 2026 increases this pressure further: the 3-hour threshold and compensation levels of €250 to €600 remain in place, while airlines will have to proactively notify affected passengers of their rights within 96 hours of a disruption, which is expected to drive claim volumes even higher.
What is EU261?
EU261 is a European regulation governing passenger rights in cases of flight delay, cancellation and denied boarding. Depending on the situation, passengers may be entitled to compensation (€250 to €600 by distance), reimbursement, care or alternative transport. The duty of care is owed regardless of cause, and the carrier bears the burden of proving extraordinary circumstances.
For airlines, EU261 means recurring operational work. High volumes of passenger claims require consistent processes for intake, assessment, communication and handling, often across several teams or external partners.
With the reform agreed for 2026, requirements tighten: airlines must proactively notify eligible passengers within 96 hours of arrival and pay claims within 14 days or provide a justified refusal. A standardised (non-exhaustive) list of extraordinary circumstances is also introduced. (Provisional agreement, formal adoption still pending.)
The regulation typically applies to:
- Flights within the EU
- Flights departing from the EU
- Flights into the EU, provided they are operated by an EU carrier
- Passenger claims relating to delays, cancellations and denied boarding under EU261
Types of EU261 compensation claims
Under EU261, airlines can face various types of compensation claims, depending on the travel disruption and the circumstances of the individual case. Although the legal basis is standardised, these passenger claims still require consistent assessment, documentation and handling across different teams.
The most common claim types include::
- Arrival delays of three hours or more at the destination
- Cancellations
- Denied boarding, in particular due to overbooking
- Missed connections under certain conditions
Automated passenger claims management with JUNE
Classification and Extraction
Let JUNE digitise and extract relevant information from all incoming documents. JUNE contextually understands and classifies documents from different sources to assign them correctly to the relevant case.
Intelligent automation
From batch deadline checks to bulk correspondence – all at the push of a button. Intelligent, modular workflows let your team process even the largest mass proceedings quickly.
Seamless Collaboration
Create dedicated workspaces to collaborate in real time with external counsel and internal stakeholders – including custom triggers, deadlines and workflows.
Built for EU261 claims workflows
EU261 claims follow recurring patterns but still require structured handling of deadlines, documentation and legal assessments. For airlines managing a high volume of passenger claims, this means continuous operational effort.
JUNE enables teams to steer the EU261 process in a structured way. Claims are handled on the basis of predefined logic, deadlines are tracked automatically, and similar cases can be resolved consistently and at scale. This lets teams settle valid claims quickly and contest cases involving extraordinary circumstances on time and with the right evidence.
Documents handled automatically, up to
75%
Average reduction in handling time per case, up to
60%
Reduction in legal workload, up to
80%
Turn EU261 case volumes into structured workflows
When large volumes of EU261 claims arrive via email, portals or third-party platforms, teams must capture, structure and assess each case quickly. An unstructured inflow of claims leads to delays, manual effort and inconsistent case handling.
JUNE automatically captures and organises incoming EU261 claims, turning unstructured data into structured case files and creating the basis for a consistent claims-handling process.
Structured case assessment based on EU261 rules
Claims are assessed using predefined EU261 rules and decision logic, helping teams review similar cases consistently and at scale– including checking whether extraordinary circumstances remove a compensation entitlement. This reduces manual assessment effort and enables faster processing of high volumes of passenger claims.
By applying standardised criteria across the entire EU261 process, teams can improve consistency while maintaining precision in legal assessment.
This lets teams assess claims faster without compromising on accuracy.
Standardised handling and communication for EU261 claims
Standardised workflows ensure that responses, follow-ups and escalations are handled consistently across all EU261 claims. This reduces manual coordination and helps teams keep communication between internal stakeholders and external partners consistent.
For airlines facing recurring compensation demands, structured handling improves consistency, transparency and operational control.
How Lufthansa Transformed Passenger Litigation Management
Facing a flood of passenger claims under EU air passenger rights regulations, Lufthansa replaced fragmented, manual processes with a central data hub and JUNE’s AI-powered case management platform. The result: response times cut from days to around 20 minutes per case, higher accuracy, and secure collaboration with external counsel. Legal experts now focus on strategic work instead of repetitive data collection.
Full visibility across all EU261 claims
All cases, deadlines and outcomes are captured in a single system, giving teams full control over high case volumes.
This creates transparency and improves operational performance tracking.
“With JUNE, we’ve transformed our previously analog and largely paper-based handling of passenger claims into a digital, data-driven process. This has resulted in a real increase in efficiency, especially given the high volume of cases.
The platform provides us with the relevant information for each case in the shortest possible time and enables secure collaboration with our external law firms. It’s now an essential component of our efficient and precise handling of air passenger rights. While processing times have been reduced, the quality and transparency of results have also been improved.
What previously required time-consuming manual coordination, we now complete in just a few minutes with greater accuracy and full transparency across all teams. It’s nothing short of a new dimension in data quality and availability!
By implementing JUNE and linking it to our data sources, our legal teams can focus more on strategic tasks rather than repetitive ones.”
Lufthansa
“For an extensive cross-border mass litigation case, we were looking for a platform that would help us structure large volumes of information in a clear and organized way and make it easily accessible to all stakeholders. In this project, JUNE significantly streamlined our work: the entire case history can be displayed clearly and transparently, and we can provide relevant documents quickly and in one central place.
A real highlight for our international project is the integrated translation feature, which has greatly simplified communication and almost eliminated language barriers in our daily work. Overall, JUNE delivers substantial added value in this matter and contributes significantly to smoother and more focused collaboration.”
CMS
“We use JUNE in one of the most media-covered mass trials of recent years.
JUNE helps us manage the numerous proceedings efficiently and securely. Thanks to JUNE, many work steps are automated, and the risks of the proceedings are available to us and our clients at the touch of a button. In general, JUNE enables us to collaboratively process files in a completely new way. We work collaboratively and therefore want to communicate seamlessly within a single work environment.
JUNE hasn’t replaced our “old world.” That wouldn’t be so easy in a structure like ours. Rather, JUNE comes into play where AI and process automation are paramount.”
Lutz Abel
“What convinced me was that large volumes of data can be processed directly in the tool via an interface, and legal documents can be created instantly.
Deadlines and appointments are automatically extracted and entered into digital calendars, clients can access daily reports on the progress of their case and create performance analyses. All of this optimizes our legal work.”
Heuking
“With JUNE, we map a wide variety of process types from multiple departments in a shared work environment. Standardized workflows ensure that tasks, deadlines, and responsibilities are clearly defined. Document creation runs directly from the file using intelligent templates – content, attachments, and recipients are automatically pulled by AI.
This increases speed and consistency and reduces errors to a minimum.”
Junova
“For us, JUNE is the number one platform for case management. Knowledge control is a crucial factor for success in large-scale cases. For example, if we need to look something up in a file, we can find it in seconds thanks to JUNE. We can access not only our own notes but also those of our colleagues working on the same case. And thanks to the semantic full-text search, JUNE even displays similar cases and arguments from other files.
All of this, combined with the advantage of being able to communicate directly with colleagues, clients, and third parties from within the platform, makes not only individual work but also collaboration smoother and more efficient.”
Deloitte Legal
Together toward more structure and control in your legal operations.
JUNE helps legal teams manage cases, automate workflows and run complex legal processes efficiently from intake to closure.
What to expect?
✓ A free consultation and tailored demo
✓ Expert feedback on your current setup
✓ An honest assessment of whether JUNE is a fit for you
✓ Clear next steps
