EU passenger rights: Airlines must provide refunds directly

Under European Union regulations, passengers facing flight cancellations have the right to choose between an alternative flight or a full refund of the ticket price. The Center for European Consumer Protection (ZEV) has clarified that airlines are directly responsible for these refunds, even if the ticket was purchased through an online booking portal or third-party intermediary.

The ZEV has issued warnings to several airlines that attempted to redirect passengers to their booking agents for refunds, claiming they were not responsible because they did not receive the initial payment. Consumer advocates describe such claims as ‘misleading and inadmissible.’

In addition to ticket refunds, passengers may be entitled to compensation ranging from 250 to 600 euros per person if the cancellation occurred shortly before departure and was not caused by extraordinary circumstances, such as a volcanic eruption.