The European Parliament has approved new rules designed to make it easier for passengers to obtain refunds when their travel plans are disrupted, while also strengthening protection for people with disabilities.
Under the legislation, travellers across the European Union will be entitled to a full refund within 14 days, even if they booked their journey through a travel agent or an online booking platform. The rules apply to all forms of transport and close a gap in earlier legislation, which left unclear who was responsible for repayment when an intermediary was involved, reported by Euro News.
Passengers will be able to submit refund claims through a standard form that will be available on the European Commission’s website in all EU languages. If a travel agent or booking platform fails to repay the passenger within the required period, the airline will be legally obliged to step in and make the payment.
“We are prioritising the rights of our citizens over the profits of airlines,” said Matteo Ricci, an Italian Socialist member of the European Parliament who led work on the regulation.
The new rules also extend greater protection to passengers with disabilities. Where necessary, a companion will be able to accompany them on a flight free of charge. The provision already applies to travel by bus, train and ship, and now brings air travel into line with those modes of transport.
The regulation was approved by an overwhelming majority, with 652 votes in favour, two against and eight abstentions.
It builds on a wider reform of air passenger rights adopted in July. That earlier package made refunds easier to obtain and required airlines to include one free item of hand luggage in the fares displayed online.
Supporters of the new measures say they respond to growing frustration among travellers who have struggled to recover money after cancelled flights, long delays or other disruptions. By making intermediaries clearly responsible and setting a firm 14-day deadline, lawmakers hope to remove uncertainty and prevent passengers from being passed between airlines and booking platforms.
The rules are expected to give travellers clearer rights and greater confidence when booking journeys across the EU, particularly during periods of widespread disruption caused by strikes, weather events or operational failures.
