New rules tighten refund rights

Passengers booking flights through travel agents or online platforms would receive full refunds within 14 days of cancellation under updated rules backed by the European Parliament.

The reimbursement must include any intermediary fee, with airlines and booking companies each given a clear deadline for returning the money.

The changes also provide for free flights for necessary accompanying persons supporting passengers with disabilities or reduced mobility, alongside stronger enforcement of passenger rights.

Yesterday, MEPs approved the regulation by 652 votes to two, with eight abstentions.

It still requires formal approval by the Council before publication in the EU Official Journal and is due to apply from October 23, 2027.

For passengers booking through an intermediary, the rules clarify who must return their money and how quickly.

The airline must transfer the payment to the intermediary within a maximum of seven days.

The travel agent or booking platform then has a further seven days to pass it to the passenger.

Intermediaries must explain the applicable reimbursement arrangements when the booking is made.

The regulation also introduces standardised forms for reimbursement and compensation claims, intended to make the process more straightforward across different types of transport.

Passengers will be able to use these common forms or an equivalent provided by their carrier.

The European Commission will make the standard forms available on its website in all EU languages.

Another change concerns passengers with disabilities and those with reduced mobility who need someone to accompany them on a flight.

Where that person’s presence is necessary, they will be able to travel free of charge, extending an arrangement already in place for travel by bus, train or ship.

National enforcement authorities will also receive stronger powers to investigate possible breaches of passenger rights.

They will be able to initiate audits, inspections or interviews of carriers proactively, rather than acting only after passengers submit complaints.

Italian MEP Matteo Ricci, who led Parliament’s work on the legislation, said the changes would strengthen protection across everyday journeys and holiday travel.

“Travelling is part of our lives. Whether we catch a train to work, a bus for a trip, a plane to return home, or a ferry for holiday, we all share these journeys as passengers.

“This legislation will improve the protection these travellers receive.”

He said stronger enforcement would help passengers secure their rights without having to take legal proceedings.

“National authorities will help make sure companies fulfil their responsibilities without court action.

“Passengers who buy tickets through intermediaries will keep their rights, and support for individuals with reduced mobility will be improved. We are prioritising the rights of our citizens over the profits of airlines.”

The regulation forms part of a wider passenger mobility package proposed by the European Commission in 2023.

It updates protections covering travel by air, rail, sea, inland waterways, bus and coach, with measures addressing information, claims and enforcement when journeys are disrupted.

The October 2027 application date means passengers will have to wait for the new arrangements to take effect, subject to completion of the remaining approval process.