While supporting effective passenger protection, ECTAA said the agreed reimbursement provisions for transport cancellations could have a disproportionate impact on independent travel intermediaries.
Under the proposed rules, passengers would be entitled to a full reimbursement, including any intermediation fees, when a flight is cancelled. According to ECTAA, this approach does not recognise that the services provided by independent travel intermediaries are separate from the transport service itself.
The association noted that travel intermediaries provide services including impartial advice, comparisons across multiple airlines, the creation of complex itineraries and the booking of additional travel services. For corporate customers, they also provide reporting, travel policy management and duty of care services. During travel disruptions, intermediaries frequently act as the first point of contact for affected travellers.
ECTAA stated that customers deliberately choose indirect distribution channels because of these services and understand the value they receive. The association argues that requiring intermediaries to refund their service fees following flight cancellations, which are outside their control, would oblige them to provide services without remuneration.
According to ECTAA, intermediaries would be required both to manage the refund process without compensation and to return fees for services that had already been fully delivered.
The association also said the exemption included in the agreement for micro-enterprises would not address the situation faced by the thousands of travel intermediaries employing more than ten people, who would remain subject to the new requirements.
ECTAA had proposed an alternative approach under which intermediaries would clearly inform customers at the time of booking which part of the payment would be reimbursable in the event of a cancellation, while preserving payment for services already provided. The association said this proposal was not reflected in the provisional agreement.
“It is very disappointing to see that the European co-legislators do not recognize the value that independent travel intermediaries provide to consumers,” said ECTAA President Heli Mäki-Fränti.
“Expecting intermediaries to refund their remuneration for services already delivered, while managing cancellations beyond their control, is fundamentally unfair.”
Tags: Heli Mäki-Fränti ECTAA
