The European Parliament has approved updated EU passenger-rights rules that will require full refunds within 14 days for cancelled flights booked through travel agents or online platforms. Airlines will have seven days to transfer the money to the intermediary, which must pass it to the passenger within a further seven days. The regulation covers all transport modes and was adopted by 652 votes to two, with eight abstentions.
Intermediaries will have to explain refund arrangements when customers book, including the handling of applicable fees. Passengers will also be able to submit reimbursement and compensation claims using standardised forms, or equivalent forms provided by carriers. The European Commission is expected to make the forms available in all EU languages and for air, rail, maritime and road transport.
National enforcement authorities will gain powers to launch audits, inspections and interviews proactively, without waiting for passenger complaints. The rules also strengthen assistance for disabled passengers and passengers with reduced mobility, including free travel for an accompanying person where necessary.
The Council must formally approve the regulation before it can be published in the EU Official Journal. It is scheduled to apply from 23 October 2027, alongside the separate updated air-passenger-rights regulation. Existing passenger-rights rules remain in force until then.