passenger-rights-compliance-training
MISSION
Claimster Ltd needed to train airport agents on EU Regulation (EC) 261/2004 to ensure accurate, customer-focused handling of passenger compensation claims across European markets.
CHALLENGE
Complex legal terminology made it difficult for agents to apply the regulation consistently. The challenge was to turn compliance requirements into relatable, interactive learning tied to real passenger service cases.
GOAL
tonigs developed the Passenger Rights & Compensation eLearning course using scenario-based storytelling and decision-making simulations. It improved compliance accuracy, reduced case-handling errors, and built greater confidence among agents managing passenger claims.
