MEPs back better enforcement of passenger rights in the EU

On Tuesday, Parliament gave its final green light to updated EU rules to improve the protection and information passengers receive when their journey is disrupted. The regulation, which will strengthen passenger rights across all modes of transport, was adopted with 652 votes in favour, two against and eight abstentions. EU passenger rights cover roughly 13 billion journeys a year. Refunds through intermediaries for air transport The adopted text clarifies the rules on refunds in case of cancellations when flights are booked through an intermediary, such as a travel agency or an online booking platform. Passengers are entitled to a full refund, including any intermediary fees, within 14 days (the airline must pass the payment to the intermediary within a maximum of seven days, and the intermediary must pass it on to the passenger within a further seven days). Intermediaries must inform passengers at the time of booking about the applicable refund arrangements. A common EU form Passengers will be able to submit claims using standardised refund and compensation forms, or any equivalent form provided by the carrier. The common forms will be made available on the Commission's website, in all languages and for all types of travel. Improved rights for vulnerable passengers The new rules also strengthen the rights of persons with disabilities and persons with reduced mobility, allowing an accompanying person to travel free of charge with them on a plane if their presence is needed, as is already the case on buses, trains and ships. More powers for national enforcement and complaint-handling bodies National authorities get stronger powers to investigate possible breaches of passenger rights. They will be able to proactively start audits, inspections or interviews with carriers, not only after receiving passenger complaints. Quote Rapporteur Matteo Ricci (S&D, Italy) said: "Travel is part of our lives. Whether we catch a train to work, a bus for a trip, a plane to get home or a ferry for a holiday, we are all passengers. This legislation will improve the protection these travellers receive. National authorities will make sure companies meet their responsibilities without court action. Passengers who buy tickets through intermediaries will keep their rights, and support for people with reduced mobility will be improved. We put the rights of our citizens first, not airline profits." Next steps The updated rules must still be formally approved by the Council before publication in the EU Official Journal. They will apply from 23 October 2027 (at the same time as the Air Passenger Rights Regulation). Background In 2023, the Commission proposed an update of the EU rules governing the rights of passengers travelling by air, rail, sea, inland waterway, bus and coach, as part of the passenger mobility package. Parliament adopted a targeted update of air passenger rights earlier in 2026. Around 13 billion passengers travelling by plane, train, coach, bus or ferry in the EU each year are covered by EU passenger rights, a figure expected to reach 15 billion by 2030 and almost 20 billion by 2050.