The information was announced by the institutions in a statement, after negotiators from the countries and MEPs reached a consensus this morning on a bill that “clarifies the definition of a package holiday, the conditions for cancelling a trip and travellers’ rights to information, assistance and reimbursement in various situations, including when the travel operator goes bankrupt or when extraordinary circumstances cause travel disruptions”.

The new rules should make it easier to identify combinations of travel services that constitute a package and are therefore covered by the protection included in this law.

At the same time, the updated directive also includes detailed provisions on the use of vouchers, which became common during COVID-19, and which do not have to be accepted by consumers.

Furthermore, if the travel organizer goes bankrupt, customers must receive a refund for cancelled services from insolvency guarantee funds within six months or, in exceptional cases, nine months.

Complaints

It was also agreed to establish a clear complaint handling mechanism, ensuring that reported problems are dealt with reasonably quickly, within seven days to acknowledge receipt of the complaint and 60 days for a reasoned response.

The co-legislators decided not to harmonize the level of penalties for infringements in the new rules and not to limit the level of prepayments, but Member States that wish to do so may do so themselves.

The agreement will now have to be formally approved by the European Parliament and the Council at the beginning of next year before it comes into force. EU countries will then have 28 months to adapt their laws to the new rules and a further six months to begin applying the new provisions.

The revision comes after, during the COVID-19 pandemic, many travellers who purchased holiday packages faced unexpected and complex problems such as sudden cancellations of flights and stays, changes in entry rules in different countries, mandatory testing or quarantine requirements, and difficulties in obtaining refunds from travel agencies.

The constant uncertainty about health measures and the lack of clear information from some tour operators harmed thousands of EU consumers. The EU directive on holiday packages establishes rules that guarantee travellers protection, clear information, the right to a refund, and assistance when booking combined travel services.