The new initiatives presented by Brussels aim to significantly improve the customer experience passengers by revising Regulation 261/2004. The recast provides for innovative measures concerning, in particular luggage and intermediaries. Agents will be required to provide information on the total price at the time of booking, and to apply strict reimbursement deadlines. A single form will be introduced to facilitate procedures in the event of delays or cancellations. Free cabin baggage and the obligation to accompany multimodal journeys will reinforce passengers' rights. These ambitious changes clearly demonstrate Europe's commitment to offering a smooth, fast and secure travel experience.
The European authorities are exploring major reforms to regulate the rights of the passengers. The recast of Regulation 261/2004 aims to enhance the transparency and speed of refund and compensation procedures. Among the measures announced is the obligation for intermediaries to provide, at the time of booking, an indication of the amount of the refund. total price including ancillary costs and the refund procedure. In the event of default, the airline will be obliged to reimburse the passenger within 7 days.
Measures to improve information at the time of booking
Travel professionals, whether travel agents or other intermediaries, will have to set up a clear and explicit passenger information mechanism. The aim of this initiative is to ensure that the price displayed is actually transparent on all charges. In addition to improving customer relations, this system helps avoid misunderstandings in the event of disputes. To find out more about luggage and what's at stake, read this article: Over 36 million baggage items lost at airports.
A single form for all disputes
The new regulations require airlines to use a common form pre-filled within 48 hours of a disruptive event. The document covers a range of issues, including delays, cancellations, overbooking and even downgrades. This measure is expected to improve complaints management and ensure a rapid response to passenger requests.
Clarification of extraordinary circumstances
The recast of the regulations provides for the establishment of a precise list defining the extraordinary circumstances. These include airport closure, political instability, severe weather conditions or unavoidable safety risks. However, technical problems or even pilot illness will no longer qualify as such circumstances. This point of improvement is essential if citizens are to better understand their rights and the limits of compensation in the event of travel disruption.
New baggage and multimodal travel rights
The proposed measures also address the crucial issue of cabin luggage. From now on, passengers will be able to take a small personal bag and a piece of hand luggage that conforms to the authorized dimensions and weight, free of charge. This initiative is part of a drive to facilitate travel and reduce ancillary costs. For advice on preparing your airplane luggageconsult this practical guide: Tips for leaving with peace of mind.
In the case of multimodal travel, regulations stipulate that, following a missed connection and in the event of significant delay, passengers are entitled to benefits such as meals, drinks and accommodation. This integrated approach applies particularly to tickets combining various modes of transport. To find out more about measures concerning multimodal travel, you can read the latest news on: Back to 100ml limit for liquids.
Protecting passengers with reduced mobility
Passengers with reduced mobility will benefit from special attention, with the obligation to inform them of all the rights reserved for them. This provision reinforces accessibility and ensures that everyone can travel with peace of mind.
New investigative and enforcement powers for national bodies
For the first time, national enforcement bodies have been given extensive powers, both in terms of investigation and enforcement of decisions relating to disputes. This strengthening of their role holds out the prospect of faster resolution of disputes without systematic recourse to the courts. This framework also encourages better monitoring of airline practices, as the following example shows: Ryanair sued over non-transparent charging practices.
Technological innovations for travelers
With a view to reinforcing the safety and traceability of luggageSome airlines are integrating innovative technological solutions. Technologies such as Apple AirTag allow travelers to track their baggage in real time. To discover other advances in baggage management, read this article: Lufthansa integrates Apple AirTag technology.
Brussels baggage initiatives and intermediate measures
| Aspect | Details |
| Free luggage | One personal bag and one carry-on free of charge |
| Dimensions and weights | Bag limited to 40x30x15 cm and luggage limited to 100 cm/7 kg |
| Informing intermediaries | Obligation to display total price and ancillary costs at time of booking |
| Quick refund | In the event of default, direct reimbursement within 7 days |
| Single form | Pre-filled form provided to passengers within 48 hours |
| Dispute management | Consistent application for delays, cancellations and overbooking |
| Multimodal travel | Meals, drinks and accommodation in the event of missed connections |
| Accessibility | Systematic mention of rights for passengers with reduced mobility |
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