EU Flight Refunds via Travel Agents in 2027: New 7- and 14-Day Deadlines

From 2027, refunds for flights booked through intermediaries must arrive within 14 days. Learn the deadlines, exceptions and how to claim

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On 20 October 2026, the European Parliament approved new EU rules on refunds for tickets bought through travel agencies and online booking platforms, with 652 votes in favour, two against and eight abstentions. Flight refunds via intermediaries will have fixed deadlines: in most cases the full amount, including the agent's fee, must reach the passenger within 14 days.

The rules matter to anyone who books flights through a third party rather than directly with an airline. According to Relocate.to, Dublin People and FL360 Aero, they will apply from 23 October 2027, and, according to iEU Monitoring, they cover about 13 billion journeys a year.

Do you know what happens to your money and your plans if a flight is cancelled while you are already abroad?

The new EU rules speed up ticket refunds, but they do not cover medical bills or other unexpected costs during a trip. Travel insurance from Visit World protects you on the road in any country. Get your policy online before you fly.

What has the EU approved on flight refunds?

The regulation is part of the passenger mobility package that the European Commission proposed in 2023. That package covers air, rail, sea, river and bus transport. According to the Council of the EU, the Council and Parliament reached a provisional agreement on 25 June 2026, and the regulation amends five sectoral regulations.

The rules apply to refunds a passenger is legally entitled to, for example after a cancelled flight. The grounds for a refund remain set by the relevant passenger rights legislation; the new regulation deals with how and when the money is paid.

About fuel surcharges after ticket purchase and passenger rights — read more at the link.

How fast must a refund for a ticket bought through an agent be paid?

The deadlines depend on who paid the airline. When the intermediary paid for the ticket from its own account, two steps apply:

• the airline has 7 calendar days, from the moment the passenger chooses a refund, to transfer the money to the intermediary;
• the intermediary then has another 7 days to return the ticket price and the related fees to the passenger.

When the intermediary is not involved in the refund or did not pay with its own funds, the airline pays the passenger directly. The Council's summary gives 7 days for such refunds and 14 days where the intermediary paid the carrier.

For example, if a passenger whose flight is cancelled chooses a refund on 3 November 2027, the airline would have until 10 November to pay the agency, and the agency until 17 November to pay the passenger.

What if the refund through the agent fails?

If the airline has not received confirmation within 14 days that the passenger was refunded, it must contact the passenger no later than the next day. Once it has the payment details and supporting documents, it has 7 calendar days to pay directly. In such cases, the wait can exceed two weeks.

About mass flight cancellations by European airlines in 2026 — read more at the link.

What is refunded and who is exempt?

• The passenger gets back the ticket price together with the intermediary's fee.
• Processing the refund is free of charge for the passenger.
• Micro-enterprises, such as local travel agencies, are exempt, provided they inform the passenger clearly at the start of the booking.

According to the Council, airlines will be deemed aware of tickets that intermediaries issue on their behalf. Screen-scraping, where an agent books tickets without disclosing its status to the airline, will no longer be allowed.

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What must passengers be told when booking?

• who will process a refund and how it will be paid;
• whether the airline cooperates with intermediaries in this procedure — airlines must state this publicly;
• their rights and procedures, including the right to turn to alternative dispute resolution bodies.

How to claim a refund and where to complain

The European Commission is to introduce common claim forms for refunds and compensation, covering different modes of transport and available in EU languages. Passengers may use them or an equivalent form of the carrier, and submit claims electronically or through other channels, including by post.

Complaints go to national enforcement bodies (NEBs) or other competent authorities. They can act on complaints as well as on checks, inspections and surveys, and help enforce obligations without going to court. Carriers, terminal operators and intermediaries must regularly report to them. General information is on the EU's Your Europe portal.

What other passenger rights does the reform add?

• Passengers with disabilities and reduced mobility keep the right to free assistance throughout the journey.
• A companion required for safety reasons travels free and sits next to the passenger; an airline that requires one and cannot assist itself must carry that person free of charge.
• Airlines, bus carriers and bus terminal operators must set service quality standards for these passengers; the Commission will assess them within 5 years of application.

About the new EU carry-on baggage rules — read more at the link.

What this means for travellers now

The regulation still needs formal approval by the Council and publication in the Official Journal of the EU. The Council ties its start to the date the updated air passenger rights regulation applies; 23 October 2027 is reported by the media, not confirmed by the Council's press release.

Until then, current rules apply: an airline must refund within 7 days of the passenger's choice, and in 2023, according to the European Commission, large online travel agencies committed to refunding cancelled flights within 14 days. When booking through an agent, check who handles refunds and keep your booking documents.

Faster refunds return the ticket price, not the cost of a disrupted trip. Buy Travel insurance on Visit World before your next flight.

We remind you! In our previous article, we wrote about why airfares in Europe could rise significantly in 2027.

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