Reimbursement and compensation in case of transport cancellation or delay: rights and their enforcement

21-01-2021

Following the COVID-19 outbreak, many trips have been cancelled as a result of measures introduced by Member States that substantially restricted travelling. Some companies have refused to refund customers and have imposed on them to use vouchers instead. This briefing aims to provide consumers with guidance and practical advice concerning their claims for reimbursement and compensation following travel cancellations or delays. It points at complaint forms to use, facilitations such as an alternative dispute resolution and European small claims procedure. It also gives more precise information on claims concerning travel cancellations due to the COVID-19 crisis.

Following the COVID-19 outbreak, many trips have been cancelled as a result of measures introduced by Member States that substantially restricted travelling. Some companies have refused to refund customers and have imposed on them to use vouchers instead. This briefing aims to provide consumers with guidance and practical advice concerning their claims for reimbursement and compensation following travel cancellations or delays. It points at complaint forms to use, facilitations such as an alternative dispute resolution and European small claims procedure. It also gives more precise information on claims concerning travel cancellations due to the COVID-19 crisis.