The covid-19 pandemic and the collapse of a major tour operator three years ago highlighted gaps in passengers’ rights and the need for clearer European rules. This has driven a shift toward tighter oversight and stronger protections for travelers across the European Union.
Current efforts managed by the Community are aimed at closing these gaps by proposing reforms to strengthen passenger rights regulations. In the EU, refunds are particularly accessible for air, coach, and railway travel. Agencies may request an advance payment for package deals, but the new rules cap this at 25 percent, and the total trip invoice must not be due until 28 days after the journey takes place.
During the pandemic, many consumers faced difficulties with mass cancellations and refunds of package holidays organized by tour operators and travel agencies. In reviewing the Package Travel Directive, authorities identified shortcomings and decided to bolster traveler protection. Didier Reynders, the justice commissioner, outlined these conclusions during the presentation of the renewed package offer.
Brussels contends that the proposed changes clarify traveler rights and the duties of package travel providers. They will be required to clearly indicate whether a combination of services constitutes a package trip. The reform also makes advance payments from travelers explicit for combined trips, capping these payments at 25 percent unless operators face costs that justify a higher amount, such as paying the full airline ticket in advance. Importantly, organizers cannot seek full payment until 28 days before the start of the package trip.
The proposal is open for negotiation now between the European Parliament and the Council. It also suggests speeding up refunds. Travelers would be entitled to a refund within 14 days, while many small and medium-sized package travel agencies could receive refunds from service providers within seven days. The reforms also clarify that in case of cancellation, passengers may choose between a refund or a voucher. If a voucher is chosen, passengers must receive advance information about its terms, it will be automatically refunded if not used before the voucher expires, and it will be protected in the event of insolvency.
People with reduced mobility
With these recommendations, officials aim to address three main gaps. First, to ensure equal protection when tickets are booked through intermediaries. Second, to extend safeguards to travelers who combine different modes of transport. Third, to improve special assistance for passengers with disabilities, according to the transport commissioner, Adina Valean.
For instance, travelers with reduced mobility who switch from one transport mode to another will receive support at transfer points from transport operators and terminal managers if their journey is covered by a single transport contract or conducted through multimodal travel nodes. If an airline requires a passenger with a disability to travel with an accompanying person for safety reasons, the airline must provide the companion free of charge and, when feasible, seat them beside the passenger receiving assistance. This right already exists for rail, sea, and road travel.
Self-regulation of hand luggage
At this stage, the European Commission is not enforcing a specific standard for carry-on luggage size or weight in the cabin. The Transport Commissioner believes the industry itself should first agree on harmonized standards without heavy-handed Brussels micromanagement. He does not rule out action if an industry agreement does not emerge in a reasonable timeframe. Valean expressed hope that the sector will respond promptly.
The goal is to ensure that passengers receive clear information when purchasing tickets about luggage status both in the cabin and in the hold. A recent Court of Justice of the European Union ruling established that passengers should be able to carry a reasonable amount of hand luggage free of charge, a principle that supports transparent and fair treatment for travelers.