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Passenger Rights Face Their First Rewrite in More Than Two Decades

Strasbourg: Airlines departing European airports will have to tell disrupted travellers what they are owed within 96 hours, under the overhaul of EU passenger rights that the European Parliament and the Council agreed in June and are now preparing to endorse formally. The revised rules apply twelve months after publication in the Official Journal, giving carriers until 2027 to rebuild their claims systems.

The compensation architecture survives largely intact, which surprised much of the industry. Travellers keep the right to claim after a cancellation or a delay of three hours, worth 250 euro on flights below 1,500 kilometres, 400 euro up to 3,500 kilometres and 600 euro beyond that. Airline associations had lobbied for years to raise the delay threshold. Negotiators refused.

The genuinely new obligation sits elsewhere. Under the agreement the Commission welcomed on 15 June, carriers must contact affected passengers within 96 hours and set out both the entitlement and the procedure for claiming it. That reverses the current dynamic, in which airlines say nothing and most travellers never file. Enforcement bodies estimate that only a minority of eligible passengers ever collect.

Negotiators also fixed the meaning of extraordinary circumstances, the escape clause airlines invoke to avoid paying. The revised text sets out a list and refines how carriers may apply it. Two decades of litigation produced wildly inconsistent national interpretations of what counts as a strike, a technical fault or a weather event, and a written list should narrow the space for creative defences.

Fare transparency delivers the change most travellers will notice at the booking screen. The agreement forces airlines and booking platforms to display hand baggage charges in a comparable way, so a headline fare can be measured against a rival’s once bags are added. Carriers keep the freedom to set their own prices, which means the reform attacks the opacity rather than the unbundling.

The ban on no-show policies closes an old grievance. A passenger who misses the outbound leg can no longer be denied boarding on the return, and airlines may not charge a fee for honouring the ticket the traveller already bought. Passengers with reduced mobility gain stronger support during disruption and better protection for wheelchairs and other essential equipment, which airlines damage or lose thousands of times each year.

Whether any of this improves daily practice depends on enforcement, and enforcement remains national. National authorities differ sharply in staffing and appetite, and the regulation still leaves an individual passenger arguing with a carrier’s customer service department. The 96-hour notification helps only if regulators punish airlines that ignore it.

Claims agencies, which take a cut of compensation in exchange for chasing airlines, face the sharpest commercial adjustment. If carriers genuinely start volunteering information about passenger rights, the market for intermediaries shrinks. Their trade bodies argue the opposite will happen, and that airlines will comply with the letter of the notification duty while keeping the claims process slow enough to deter self-service applicants.

The Commission published detailed questions and answers alongside the deal. The scope stays where it was: every flight leaving the Union is covered, and flights into the Union count when an EU carrier operates them. Airlines may now display an EU passenger rights label, a small piece of branding that turns compliance into marketing.