- ECTAA criticised the passenger rights enforcement agreement on reimbursement.
- The rules require full reimbursement, including intermediation fees.
- Intermediaries provide impartial advice, comparisons, and complex itineraries.
- Christian Møller stated many policymakers do not understand intermediaries’ value.
- ECTAA President stated expecting refunds for services already delivered is unfair.
ECTAA, the European Travel Agents’ and Tour Operators’ Association, has criticised an agreement on the enforcement of passenger rights across the EU. While ECTAA supports strong passenger protection, the agreed provisions on reimbursement in case of transport cancellations raise concerns over the disproportionate impact on independent travel intermediaries. Under the new rules, passengers would be entitled to full reimbursement, including any intermediation fee paid.
ECTAA argues that expecting intermediaries to refund their service fees in cases of flight cancellations entirely outside their control forces them to work without remuneration. Intermediaries provide impartial advice, enable comparisons across multiple carriers, construct complex itineraries, and facilitate the booking of additional travel services. For corporate clients, they also offer reporting, duty of care services, travel policy management, and active support during travel disruptions.
Christian Møller stated many policymakers do not understand the value of an independent travel intermediary. He stated requiring travel intermediaries to refund their intermediation fee for a cancelled transport service is fundamentally unfair. ECTAA President Heli Mäki-Fränti stated expecting intermediaries to refund their remuneration for services already delivered while managing cancellations beyond their control is fundamentally unfair.
Christian Møller of ECTAA shared, “What is the value of independent travel intermediaries? Many policymakers seem not to understand the value of an independent travel intermediary – that’s very concerning and sad.”
ECTAA President Heli Mäki-Fränti shared, “Expecting intermediaries to refund their remuneration for services already delivered, while managing cancellations beyond their control, is fundamentally unfair.”
