EU and holidays: Expedia and Lastminute.com to refund consumers within 14 days for cancelled flights

Brussels – Good news for consumers, travelers, and air passengers in the EU: everybody will receive refunds within a maximum of 14 days in the event of a cancelled flight. Expedia and Lastminute.com officially commit to prompt compensation. The online tour operators’ policy comes after dialogue with the European Commission and consumer associations, proving that air passenger rights are back at the heart of EU action.

“In the midst of the summer holiday season, Expedia and Lastminute.com are sending a clear signal that they take consumers’ rights seriously, particularly when consumers are affected by flight cancellations,” said a satisfied Michael McGrath, Commissioner for Justice and Consumer Protection. “The good news for consumers is simple: if your flight is cancelled, you can now expect to get your money back faster.”

What changes is that in the case of cancelled flights, Expedia and Lastminute.com will transfer refunds from the airline on to the consumer within seven days from the day the online travel agency receives the refund from the airline, resulting in a refund in 14 days maximum for consumers. The two internet operators also declared to have cleared any backlogs in reimbursements.

The commitments of the two platforms include greater transparency. Specifically, the contact details of online travel agencies, such as telephone numbers and email addresses, will be provided in the support or “Contact Us” sections of their respective websites, so that consumers can easily contact them. Moreover, information on the specific benefits associated with the different service packages offered by online travel agencies will be made clearer to consumers.

Furthermore, consumers will be clearly informed about their legal rights under the EU Air Passenger Rights Regulation, regarding re-routing or reimbursement in the event of flight cancellation by the airline.

English version by the Translation Service of Withub