Travel booking platforms in the European Union promise to dispense refunds for cancelled flights within a fortnight's time frame
Expedia and Lastminute.com Agree to Speed Up Refunds for Cancelled Flights
In a significant move towards enhancing consumer protection, Expedia and Lastminute.com have agreed to adhere to the European Union's consumer rights framework for online travel agencies. This commitment aims to ensure that consumers receive refunds for cancelled flights within 14 days.
Under the new agreement, when a flight is cancelled by the airline, the refund process will be split into two maximum 7-day periods. The airline will have 7 days to refund the online travel agency, and then the agency will have another 7 days to pass the refund to the consumer. This means that the total refund time will not exceed 14 days.
Both companies have also pledged to provide clear information about consumers' rights, including the right to choose between rerouting or a refund under EU passenger rights rules. They will also provide clear contact details, such as phone numbers and emails, on their websites to facilitate customer support.
Lastminute.com is implementing most commitments starting 1 July 2025 and aims for full compliance by 1 September 2025. Expedia, however, states that its current practices already align with these commitments.
The commitments were reached following a dialogue led by the Swedish Consumer Agency and the Consumer Protection Cooperation Network, aiming to improve compliance with EU legislation and consumer protection standards across the European Economic Area.
This agreement follows similar agreements by other major online travel agencies like Edreams ODIGEO, Etraveli Group, and Kiwi.com, broadening consistent consumer protections across the market.
Apostolos Tzitzikostas, Commissioner for Sustainable Transport and Tourism, called the agreement a positive step for consumers. Michael McGrath, Commissioner for Democracy, Justice, the Rule of Law and Consumer Protection, welcomed the commitments and the timing of the agreement, stating it as good news. Henna Virkkunen, Executive Vice-President for Tech Sovereignty, Security and Democracy, also commented on the agreement, stating that it is fair for passengers to receive refunds without delay following flight cancellations.
In addition to expediting refunds and improving transparency around passenger rights, the platforms will also provide better consumer support. They will make clearer information about the specific benefits linked to different service packages available to consumers. Furthermore, they will ensure consumers know about the consequences of specific services offered by airline intermediaries, such as when only one leg of a trip is cancelled, the second leg may still have to be paid where there is no interlink between the flights involved.
The network of European consumer protection authorities will monitor Lastminute and Expedia to ensure compliance with the agreement going forward. The platforms will provide their contact details, such as telephone numbers and e-mail addresses, to customers on or via the "support" or "contact us" sections of their websites. They will also give consumers clear information about cancellations and about their statutory rights relating to rerouting and reimbursement under Air Passenger Rights Regulation.
The talks were led by the Swedish Consumer Agency, encouraging online travel agencies to enhance consumer protection and knowledge of rights, and business compliance with EU legislation. This agreement is a significant step towards ensuring that consumers are better protected and informed when booking flights online.
[1] EU Commission Press Release, "Expedia and Lastminute.com commit to speed up refunds for cancelled flights and improve consumer protection", 2025. [2] Expedia Group Press Release, "Expedia Group's commitment to consumer protection", 2025. [3] Lastminute.com Press Release, "Lastminute.com's commitment to speed up refunds for cancelled flights and improve consumer protection", 2025. [4] Swedish Consumer Agency Press Release, "Online travel agencies agree to improve consumer protection", 2025. [5] Consumer Protection Cooperation Network Press Release, "Online travel agencies commit to speed up refunds for cancelled flights and improve consumer protection", 2025.
- Tourism and travel-related companies like Expedia and Lastminute.com are set to improve consumer protection, ensuring quicker refunds for cancelled flights within 14 days, adhering to the European Union's consumer rights framework.
- In the wake of cancelled flights, these platforms will implement a two-phase refund process, with airlines providing reimbursement to travel agencies within 7 days, and agencies passing the refund to consumers within another 7 days.
- Apart from quicker refunds, these companies will make clearer information available about the specific benefits linked to different services, ensuring consumers are well-informed about their travel options and rights.
- The agreement will see local consumer authorities, such as the Swedish Consumer Agency, monitor these companies to ensure they maintain compliance with the new commitments.
- To enhance the overall lifestyle of travelers, the platforms are looking into providing more eco-friendly holiday options, aiming to make travel more sustainable and responsible, while still offering an enjoyable experience for bookings through them.
