The European Parliament approved standardized claim forms for disrupted travel across four transport modes on Oct. 20, while setting clearer refund duties for airlines and booking intermediaries.
The measure covers claims involving flights, trains, buses and waterborne travel. The European Commission would provide accessible forms in EU languages. Passengers could use a carrier’s equivalent form or submit a claim another way, and a carrier could not reject a claim solely because it was not filed electronically. Eligibility for a refund or compensation would still depend on the applicable passenger rights rules.
For an eligible flight refund, if an intermediary paid the airline from its own account, the airline would have seven days from the passenger’s reimbursement choice to return the amount it received from the intermediary. The intermediary would then have seven days to pay the passenger, generally covering the ticket price plus its fee. When the airline pays the passenger directly, its seven-day deadline starts after the passenger submits the required ticket price and fee evidence and, where needed, payment details.
An autonomous micro-enterprise could keep a specified part of its fee only if it clearly and prominently discloses that amount to the passenger at the start of booking. The intermediary rules would not cover tickets bought as part of a package holiday.
If the airline has not received confirmation within 14 days of the passenger choosing reimbursement that the intermediary has paid, it must contact the passenger by the following day. It would then have seven days from receiving the required evidence and any necessary payment details to make a direct refund. The fallback can leave a passenger waiting longer than 14 days.
A companion selected by a passenger with a disability or reduced mobility would fly free and sit beside them if the airline requires a companion but does not provide the necessary assistance. National enforcement bodies could also begin compliance checks on their own initiative.
The European Commission proposed the enforcement changes in 2023. The agreed text points to limited passenger awareness and unclear intermediary refund arrangements as reasons for the overhaul. Travelers would get clearer claim procedures, while airlines and intermediaries would face defined payment duties. European Parliament rapporteur Matteo Ricci said, “We are prioritising the rights of our citizens over the profits of airlines.”
The Council of the European Union must formally approve the measure before publication. Parliament says the rules are scheduled to apply from Oct. 23, 2027.
