Liberfly: From A Canceled Flight To Global Success

(MENAFN- Brazil-Arab News Agency (ANBA)) São Paulo – A personal experience with a canceled flight in 2015 led lawyer Gabriel Zenette to create Liberfly the following year.“I went through a really bad experience with no support. Then I researched and discovered that 10 million Brazilian passengers face travel problems every year, and only 5% of them reach out to claim compensation. That's where the idea for Liberfly came from. I wanted to help people have their rights respected,” says the company's CEO, born in Santa Teresa, Brazil's Espírito Santo state.

Established, the startup that seeks to simplify passengers' access to their rights in cases of travel issues-such as flight delays, cancellations, or lost luggage-has already served over 100,000 clients and was one of the 50 companies to reach the quarterfinals of the Entrepreneurship World Cup held in Riyadh, Saudi Arabia .

“Although we didn't win the 2023 edition or make any connections with companies or agencies there, this event ended up having a positive impact on our international exposure and credibility,” said Gabriel Zenette.“To this day, it certainly affects our conversion rate, as clients come to us precisely because they perceive greater trust in our business.”

The spot was secured after the startup won a regional selection of the“Sebrae Like a Boss” contest in Espírito Santo and placed third in the national stage in Santa Catarina. At the event in Riyadh, Zenette presented the company's business model in English-language pitch rounds.

Aiming to go further in the next edition of the competition, Zenette registered Liberfly to participate in the 2025 Entrepreneurship World Cup. So far, the company is among the 250 still competing for a spot in the World Cup, with 100 companies set to be selected to travel to Saudi Arabia.

What the company does

Headquartered in Vitória, Espírito Santo state, the company serves clients across Brazil digitally and offers two types of solutions. The first is the purchase of the passenger's right. In this model, Liberfly reviews the case documentation and offers an amount of up to BRL 1,000 [USD 183], paid within 48 hours. This way, the startup assumes the risk of the claim, and the client receives the money in advance.

“The client doesn't spend anything at all. They send the documentation; we analyze it and make an offer. Once the contract is signed, the client receives up to BRL 1,000 in their account,” said Zenette.

The second option is for consumers seeking higher compensation. Liberfly connects them with a lawyer from its network to initiate a legal process. There is no upfront cost for the client. The lawyer receives 30% of the amount awarded at the end of the case, whether through a settlement or court decision, and only if successful. If the case is lost, the client incurs no costs.

About 80% of the cases received by the startup involve flight issues, mainly cancellations and delays, and the company can handle cases from the past five years. To meet demand, Liberfly currently employs 42 staff members.

Operations abroad

Of all flight-related cases handled by the company, 30% involve international airlines. The approach depends on whether the foreign company has a presence in Brazil.“You also have the option of filing a lawsuit here in Brazil if the airline has a registered CNPJ,” explained Zenette.

When the airline is not registered in Brazil and the issue occurs in Europe, for example, Liberfly applies local legislation. Regulations for airlines operating on the continent provide administrative compensation ranging from EUR 250 to EUR 750 (USD 290 to USD 874), depending on the flight distance and length of the delay.

According to Zenette, even with legal provisions, airlines make payment difficult.“Often, the client goes directly to the airline to claim their rights, but the airline fails to respond or ignores it, precisely because most people give up,” he said.

Report by Rebecca Vettore, in collaboration with ANBA

Translated by Guilherme Miranda

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