[zachlipton]

It seems pretty likely that the legal tools they are using really apply to European flights, although they are incredibly vague on that point. In the US, you're really only legally entitled to compensation if you are involuntarily bumped from an overbooked flight, and that's less than 100,000 people/year compared to the millions who have delays and cancellations.

It would be far more honest to be clear at the start as to what customers can reasonably expect, how their service is different from just sending a form letter complaint to the airline, and why they need access to your email.