New EU passenger rights rules, including full refunds within 14 days for cancelled flights booked through travel agents and online platforms, were approved by the European Parliament on Tuesday.
The new rules will go into force on October 23, 2027, following the European Council’s formal approval, together with the EU’s Air Passenger Rights Regulation.
The long-awaited legislation strengthens passenger protections across all modes of transport, introducing clearer refund procedures for tickets purchased through intermediaries, a standardized EU-wide form for compensation and reimbursement claims, better protection for passengers with disabilities and reduced mobility, and stronger enforcement powers for national authorities.
Around 13 billion passenger journeys are made annually by air, rail, coach, bus and ferry across the EU under the bloc’s passenger rights framework. This figure is projected to reach 15 billion by 2030 and nearly 20 billion by 2050.
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The updated rules include:
1. Full refunds for cancelled flights booked through intermediaries: Passengers whose flights are cancelled will be entitled to a full refund, including any intermediary fees, within 14 days. Airlines must transfer the refund to the travel agent or online booking platform within seven days, and the intermediary must pass it on to the passenger within a further seven days. Intermediaries will also be required to inform passengers about refund procedures at the time of booking.
2. A standardized EU-wide claims form: Passengers will be able to submit reimbursement and compensation claims using a common form available on the European Commission’s website. The form will be provided in all EU languages and cover all types of journeys.
3. Free travel companions for passengers with disabilities: Passengers with disabilities or reduced mobility will be able to travel with a support person free of charge when their presence is necessary. The provision applies to air, rail, bus, coach and waterborne transport.
4. Stronger enforcement: National authorities will be empowered to investigate potential violations of passenger rights, including through audits, inspections and interviews with transport operators.