Expedia and Lastminute.com Commit to 14-Day Refunds After Flight Cancellations

The Big Picture

In a statement ,the European Commission confirmed that Expedia and Lastminute.com have committed to providing refunds for cancelled flights within a maximum of 14 days. The agreement follows a coordinated dialogue with the Commission and the Consumer Protection Cooperation (CPC) Network, a body of national authorities responsible for enforcing EU consumer protection rules.

As quoted in the statement, the Commission said this move ensures “a fair and level playing field in the air travel industry” and gives passengers clearer and faster access to their legal rights. Under existing EU regulations, airlines are required to reimburse passengers within 7 days of cancellation. However, when flights are booked through online travel agencies (OTAs), delays have often occurred in the transfer process—something this new commitment aims to fix.

What’s Changing

According to the Commission’s release, Expedia and Lastminute.com agreed to the following commitments:

• Transfer refunds to consumers within 7 days of receiving them from the airline—ensuring a total of no more than 14 days’ wait.
• Provide visible and accessible customer support contact details on their websites.
• Clarify benefits and limitations associated with each service package they offer.
• Clearly inform customers about their rights under EU passenger law, including rerouting or reimbursement in case of cancellations.
• Disclose how intermediary services may impact entitlements when disruptions affect multi-leg journeys.

Lastminute.com will begin phased implementation starting July 1 and will be fully compliant by September 1, while Expedia has declared that its current operations are already in line with the agreement.

What They’re Saying

Michael McGrath, Commissioner for Democracy and Consumer Protection, added that the timing of this pledge is crucial for summer travelers. “Expedia and Lastminute.com are sending a clear signal that they take consumers’ rights seriously,” he said, emphasizing that customers can now expect faster refunds—within just two weeks.

Echoing that view, Apostolos Tzitzikostas, Commissioner for Sustainable Transport and Tourism, stated: “I welcome the decision… This is a positive step for consumers, who will benefit from faster and more predictable reimbursements, even before the new rules are formally adopted.”

Industry Impact

These pledges follow the CPC Network’s 2023 action that secured similar agreements from Edreams ODIGEO, Etraveli Group, and Kiwi.com. With Expedia and Lastminute.com joining, five major online travel agencies now conform to a consistent consumer protection standard across the European Economic Area.

According to the statement, this regulatory effort aims to harmonize consumer experience and reduce inconsistencies across platforms, especially when it comes to complex bookings involving multiple service providers.

What’s Next

The CPC Network, led in this case by the Swedish Consumer Agency, will monitor whether the agencies deliver on their promises by the agreed dates. It will also continue to oversee ongoing compliance by the other OTAs that previously committed to the framework. The Commission said it will promote these practices across the sector while co-legislators continue to negotiate broader reform proposals from November 2023 that seek to formalize the 14-day refund rule under EU law.

The Bottom Line

For travelers booking flights through third-party platforms, this announcement marks a significant step forward in transparency and fairness. With five of the biggest OTAs now aligned on a common refund timeline, passengers can expect greater consistency—and far fewer headaches—if plans go awry.

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