Expedia and lastminute.com to refund EU travelers within 14 days for cancelled flights
In a major win for consumer rights, Expedia and Lastminute.com have formally committed to issuing refunds within 14 days to EU travelers affected by flight cancellations. The announcement follows discussions with the European Commission and leading consumer advocacy groups, reinforcing air passenger protections across the bloc.
The new commitments come at a crucial time, during the peak of the summer holiday season, and aim to improve the travel experience for millions of passengers.
“Expedia and Lastminute.com are sending a clear signal that they take consumers’ rights seriously, particularly when consumers are affected by flight cancellations,” said Michael McGrath, European Commissioner for Justice and Consumer Protection. “The good news for consumers is simple: if your flight is cancelled, you can now expect to get your money back faster.”
Key changes for consumers
Under the new policy, the two online travel agencies will transfer refunds to consumers within seven days of receiving reimbursement from airlines—ensuring that passengers receive their money within 14 days at most. Both companies also confirmed they have cleared all existing refund backlogs.
Beyond faster reimbursements, the platforms have pledged to improve transparency and communication:
Clear contact information: Email addresses and telephone numbers will now be easily accessible via the “Contact Us” sections of their websites.
Transparent service options: Details about the benefits and terms of various service packages will be made clearer to customers.
Legal rights information: Consumers will be explicitly informed about their rights under EU Air Passenger Rights Regulation, including options for re-routing or reimbursement in the event of flight cancellations.
A stronger EU consumer framework
The European Commission welcomed the move as a signal that passenger rights are returning to the forefront of EU policy. The agreement with Expedia and Lastminute.com is expected to serve as a benchmark for other online travel platforms operating within the single market.
