Following a dialogue with the European Commission and the Consumer Protection Cooperation (CPC) Network of national consumer authorities, Expedia and Lastminute.com have committed to better inform consumers of their rights and ensure they receive ticket refunds within 14 days in case of a flight cancellation by the airline.
This dialogue, led by the Swedish Consumer Agency, sought to encourage online travel agencies to voluntarily adopt practices that enhance consumer's protection and knowledge of their rights, as well as platform's compliance with EU legislation. It builds on the 2023 coordinated action led by the Consumer Protection Cooperation Network, which secured the same commitments from Edreams ODIGEO, Etraveli Group, and Kiwi.com. This brings the total to five major online travel agencies adhering to the same commitments.
Lastminute.com has agreed to implement most of the commitments starting on 1 July 2025, with full implementation by 1 September 2025, while Expedia has declared that its practices are in line with the agreed commitments.
The network of European consumer protection authorities will monitor whether Expedia and Lastminute.com have correctly implemented the commitments by the agreed timeline. The network will also continue to monitor the implementation of the commitments by Edreams ODIGEO, Etraveli Group and Kiwi.com. The network will furthermore continue to promote these commitments to other online travel agencies.
More information is available in a press release online.