Booked your flight through an online travel agency? New EU rules could make refunds much easier

If you’ve ever had a flight cancelled after booking through an online travel platform, you’ll probably know the frustration. The airline tells you to contact the booking site, the booking site points you back to the airline, and getting your money back can become a lengthy process.

That could soon change. The European Union has reached a provisional agreement on new passenger rights that would make it much easier for travellers to recover the full cost of cancelled flights booked through online travel agencies and comparison websites. If approved, the new rules would also introduce clear refund deadlines, standard claim forms and better information about who is responsible for handling your request.

The legislation still needs final approval before it becomes law, but it represents one of the biggest updates to passenger rights in recent years.

Cancelled flight? Here’s how EU refund rules could change

More people than ever now book flights through online travel agencies, comparison websites and booking platforms rather than directly with airlines. While these sites often offer competitive prices, they can also complicate matters when something goes wrong.

Under the proposed rules, passengers would be entitled to a full refund if their flight is cancelled, including any booking or intermediary fees paid when purchasing the ticket.

That is an important change for travellers who currently risk losing service charges even when the airline refunds the ticket itself.

The proposal also introduces strict deadlines.

In most cases, travellers should receive their refund within seven days. Where an intermediary has already paid the airline using its own funds, that period could be extended to 14 days.

The aim is to remove uncertainty and avoid the long delays that many passengers have experienced when trying to recover money from cancelled bookings.

Another change focuses on transparency.

Booking platforms and travel agencies would have to explain before you complete your purchase exactly how refunds will be handled if your flight is cancelled. Airlines would also be required to state whether they cooperate with intermediaries during the refund process, giving passengers a clearer picture of who will deal with their claim.

Small local travel agencies classified as microenterprises would benefit from a limited exemption, but only if customers are clearly informed about the different refund arrangements before booking.

Claiming compensation could become much simpler

The proposed reform goes beyond refunds.

The EU also wants to make compensation claims easier by introducing standardised claim forms that passengers can use across all member states.

Instead of trying to work out different procedures depending on the airline or country involved, travellers would have access to a common system. Claims could be submitted electronically or through other methods, including traditional post.

The proposal builds on the wider agreement reached on 15 June to strengthen air passenger rights across Europe.

That earlier agreement maintained existing compensation levels for long delays.

Passengers delayed by more than three hours would continue to be eligible for:

• €250 for flights of up to 1,500 kilometres
• €400 for flights within the EU or between 1,500 and 3,500 kilometres
• €600 for longer journeys

The reforms also seek to improve communication between airlines and passengers.

Airlines would be required to provide clear information about passenger rights whenever disruption occurs and respond to complaints within 30 days, either by paying compensation or explaining why the claim has been rejected.

For many travellers, simply receiving a clear answer within a fixed timeframe would be a significant improvement over the current system.

The rules are not in force yet but more protections are on the way

Although the agreement has been welcomed as a step towards simpler passenger rights, it has not yet become law.

Before the changes take effect, they must receive formal approval from both the European Parliament and the Council of the European Union, followed by the usual legal and linguistic review.

The reform also introduces additional protections for passengers with disabilities or reduced mobility.

Where an airline requires someone to travel with a companion for safety reasons and cannot provide the necessary assistance itself, that accompanying person would be entitled to travel free of charge and sit next to the passenger requiring assistance.

Taken together, the proposed measures aim to tackle one of the biggest frustrations many travellers face after a cancellation. Instead of spending days trying to work out whether to contact the airline, the booking platform or the travel agency, passengers would have clearer rules, defined deadlines and a more straightforward claims process.

For anyone who regularly books flights through online platforms, the message is encouraging. The rules are not in force yet, but if they receive final approval, getting your money back after a cancelled flight could soon become far less stressful than it is today.