The European Commission has put forward proposals to provide refunds to European travellers for cancelled flights within 14 days, aiming to avoid the chaos experienced during the pandemic.
The proposed legislation updates the package holiday directive and clarifies reimbursement rules for flights and multi-leg journeys booked through travel agencies.
Travel agents whom the Commission confirms are mainly small and medium-sized enterprises (SMEs), will be entitled to a refund from service providers within 7 days, enabling them to refund customers within two weeks. On RTÉ Drivetime Eoghan Corry owner of Travel Extra said agencies had difficulties obtaining refund from suppliers in the early stages of the pandemic.
The proposals aim to improve the travel experience by ensuring access to direct support, real-time information on delays and cancellations, and better assistance for passengers with disabilities.
New rules will be introduced to protect passengers using buses, trains, and planes within a single trip.
Stronger enforcement mechanisms will be implemented for airlines that cancel or delay flights, and new rules for multi-modal journeys will be established.
Passengers will receive better information before and during their trips, including minimum connection times between different transport services.
Travellers with reduced mobility will receive assistance at connecting points if they travel under a single contract. Accompanying persons may also travel for free, if required for aviation safety reasons.
The revision of the Package Travel Directive will prevent tour operators from demanding a 25pc down payment, except in exceptional circumstances, and from requesting full payment earlier than 28 days before the package starts.
The proposals address issues raised during the Covid pandemic, including confusion and sharp practices related to flight cancellations, the use of vouchers, and airlines running out of cash.
Passengers must be clearly informed that they have the right to insist on a refund even if a voucher is offered, and unused vouchers must be refundable within their validity period.
A 2021 report by the European Court of Auditors found that passengers were not adequately informed about their rights during the pandemic, often faced difficulties obtaining their entitled refunds, and vouchers were not adequately protected against airline insolvency.
