Consumers must always be able to contact the airline directly for reimbursement when canceling their individual flight. This also applies when the flight is booked through an (online) travel broker. If the travel agent handles the reimbursement on behalf of the consumer, they must be transparent in advance at the time of booking about any charges they may charge for arranging this reimbursement. In the event of non-compliance, the Human Environment and Transport Inspectorate (ILT) and the Netherlands Authority for Consumers and Markets (ACM) can take enforcement action.

The ILT and ACM have received many reports from travelers whose flight was canceled due to the corona measures. They complained that they could not get the refund from the airline if they had not booked directly with them. The airline referred them to the travel agent where they booked their flight. That's not allowed. According to European regulations, airlines must offer consumers the choice between a refund within 7 days or a rebooking of the flight in accordance with European regulations. This also applies if consumers have booked their flight with a travel broker. The ILT can take enforcement action against airlines that nevertheless refer consumers to the travel broker for reimbursement. Or if they don't refund consumers within 7 days. Consumers can report complaints about this to the ILT.

In practice, many online travel agents have tried to arrange reimbursement for the consumer. Consumers complained that reimbursement through the travel agent often took a very long time and that some travel agents charged unexpected costs for this. This is also not allowed. Online travel agents may offer consumers to arrange the reimbursement from the airline for them. But if they charge costs for this, they must be transparent about this in advance when booking. The consumer can then choose to request reimbursement from the airline himself or to ask the travel agent to do so. Consumers should take into account that the 7-day refund period does not apply to travel agents. ACM can take enforcement action if travel agents are not transparent in advance about the costs they charge for handling the reimbursement. Consumers can report complaints about unexpected costs to ACM.

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ILT and ACM can only take enforcement action in case of systematic violations. The ILT and ACM cannot intervene in individual cases. In the Netherlands, that competence lies with the courts. In addition, European regulations only apply to European airlines and other airlines departing from a European airport. The Human Environment and Transport Inspectorate reports this on them website.

Also read: ILT is flexible in enforcing code 95 validity

 

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