The European Parliament has overwhelmingly approved a regulation strengthening passengers’ rights when travel is disrupted, with 652 votes in favour, two against and eight abstentions. Travellers throughout the EU will be able to submit refund claims using a standardised form covering all modes of transport. The European Commission will make the form available on its website in every EU language.
Passengers are entitled to reimbursement in full within 14 days, regardless of whether they booked directly or through an intermediary such as a travel agent or online booking platform. The regulation explicitly includes these intermediaries in the obligation to provide refunds, resolving an ambiguity in the previous legislation. Should an intermediary fail to reimburse a passenger within the required period, the airline must intervene and make the payment itself.
The regulation also reinforces the rights of passengers with disabilities by allowing a companion to accompany them on a flight free of charge where necessary. Equivalent arrangements already apply to journeys by bus, train and ship. The measures build on a broader overhaul of air passenger rights adopted in July, which simplified access to refunds and requires airlines to include one complimentary item of hand luggage in the fares they display online.
