New European Union regulations have come into force, requiring online travel agencies to refund passengers for cancelled flights within seven days. The rules aim to strengthen consumer rights and ensure travellers are not left out of pocket due to delays in reimbursement.
What the New Rules Mean for Passengers
The updated EU passenger rights legislation clarifies that third-party booking platforms must process refunds as swiftly as airlines. This closes a previous loophole where some agencies withheld payments for weeks or even months.
Key Changes for Online Travel Agents
- Refunds must be issued within seven days of cancellation
- Clear communication about cancellation policies is mandatory
- Customers must receive full refunds, not just vouchers
The regulations apply to all flights departing from EU airports, regardless of the airline's country of origin. They also cover UK-based travel agents selling EU flights, despite Brexit.
Why These Changes Matter
During the pandemic, many travellers faced frustrating delays when trying to reclaim money for cancelled trips. Some online agencies insisted on issuing vouchers rather than cash refunds, leaving consumers with limited options.
The new rules put the onus firmly on booking platforms to act promptly when flights are cancelled. This brings them in line with airlines' obligations under existing EU passenger rights legislation.
What to Do If Your Refund Is Delayed
If an online travel agent fails to comply with the seven-day refund rule, passengers can:
- Contact the agency's customer service department
- Escalate the complaint to the relevant national enforcement body
- Consider legal action through small claims court if necessary
The regulations represent a significant step forward in protecting travellers' rights in the digital booking age. However, consumer groups advise passengers to check terms and conditions carefully before booking through third-party platforms.
