Passengers across the European Union could soon benefit from stronger and more consistent passenger rights following an agreement between the Council of the European Union and the European Parliament reached on Thursday (25 June). The agreement aims to improve how passenger rights are enforced across all forms of transport, including air, rail, bus, coach and maritime travel. The new rules seek to make it easier for passengers to access information about their rights, submit complaints, and receive assistance or reimbursement when travel plans are disrupted.
Clearer rules for refunds and complaints
One of the most significant changes concerns passengers who book flights through travel agents or online booking platforms. Until now, travellers have often faced uncertainty over who is responsible for issuing refunds when a flight is cancelled. Under the proposed rules, passengers will be entitled to receive a full reimbursement, including any booking or intermediary fees they have paid.
The agreement also introduces stricter deadlines for repayments. Passengers will generally receive their refund within seven days, while intermediaries that have already paid airlines on behalf of customers must be reimbursed within 14 days. To increase transparency, airlines and booking platforms will also be required to clearly explain how reimbursements are handled before a ticket is purchased.
The reforms go beyond refunds. Standardised claim forms will be introduced across the EU, allowing passengers to request compensation or reimbursement using a simple and consistent process. Claims can be submitted electronically or by post, making the system more accessible and reducing unnecessary administrative barriers.
National authorities responsible for enforcing passenger rights will also receive stronger powers to investigate complaints, conduct inspections and ensure transport operators comply with the rules.
Better protection for people with disabilities
The agreement also places a strong emphasis on improving accessibility for passengers with disabilities and those with reduced mobility. These travellers will continue to be entitled to free assistance throughout their journey, regardless of the mode of transport they choose.
A particularly important change applies to air travel. If an airline requires a passenger to travel with a companion for safety reasons but cannot provide the necessary assistance itself, the passenger will have the right to bring a companion of their choice free of charge. The accompanying person must also be seated next to the passenger requiring assistance, helping to ensure both safety and comfort during the journey.
What’s next
The provisional agreement still requires formal approval by both the Council and the European Parliament before it becomes law. Once adopted, the regulation will enter into force alongside the updated EU air passenger rights legislation following a legal and linguistic review.
