Flight service providers pledge to offer flight refunds over a two-week period

In a significant move to bolster consumer protection in the online travel sector, five major players - Expedia, Lastminute.com, Edreams ODIGEO, Etraveli Group, and Kiwi.com - have agreed to adhere to a set of commitments aimed at better informing consumers of their rights and ensuring ticket refunds within 14 days in case of a flight cancellation by the airline.

This development follows a dialogue between the European Commission and the Consumer Protection Cooperation (CPC) Network of national consumer authorities, led by the Swedish Consumer Agency. The discussions aimed to encourage online travel agencies to adopt practices that enhance consumer protection and knowledge of their rights.

The commitments, which were initially secured from Edreams ODIGEO, Etraveli Group, and Kiwi.com in a 2023 coordinated action, now extend to include Expedia and Lastminute.com. Lastminute.com has agreed to implement most of the commitments starting on 1 July 2025, with full implementation by 1 September 2025. Expedia, on the other hand, has declared that its practices are already in line with the agreed commitments.

The CPC Network will continue to monitor the implementation of these commitments by all five online travel agencies. This monitoring is part of the Network's larger effort to promote consumer protection and knowledge of rights in the online travel industry. The Network's role is to ensure that online travel agencies adhere to practices that are beneficial for consumers and uphold the rights of consumers as outlined in EU legislation.

The negotiations between Expedia and Lastminute.com, which led to the obligation to refund customers within 14 days after flight cancellations, took place in Germany. The Network's monitoring efforts are not limited to these five major online travel agencies but will extend beyond them as well.

The European consumer protection authorities will ensure compliance with the commitments regarding EU passenger rights. The Network will also continue to monitor the implementation of the commitments by the aforementioned online travel agencies. Furthermore, the Network plans to promote these commitments to other online travel agencies, aiming to establish a standard of consumer protection across the industry.

This move is a significant step towards enhancing consumer protection and knowledge of rights in the online travel sector. It underscores the commitment of the CPC Network, the European Commission, and the participating online travel agencies to prioritise consumer interests and ensure a fair and transparent market for all.