During the pandemic, many flights were canceled. And many were left without compensation.
Now things are going to get better – travelers will get their money back within 14 days. Otherwise, the travel company can be taken to court.
When borders were closed and restrictions were imposed during the pandemic, many flights were canceled. Many had to wait a long time to get their money back – or received no money at all. This has been a particularly big problem among online travel agencies, i.e. online services that search for the cheapest flight among different airlines.
But now that's about to change. After the Swedish Consumer Agency received a large number of cases against online travel agencies from dissatisfied customers, they have taken action against the three companies that have received the most complaints. And the companies have promised to improve.
”"They have committed to refunding consumers within seven days of receiving money from the airlines, who in turn must pay back the travel agencies within seven days. In practice, it would then be within 14 days that the consumer will receive the money back," says Fanny Forsling, a lawyer at the Swedish Consumer Agency.
In addition, travelers should receive clearer information about contact details for the companies.
”Consumers have complained that it was difficult to reach these companies, after dialogue with them they have committed to providing phone numbers and email addresses on their websites,” according to Forsling.
If the companies do not keep their promises, the consumer can contact the Swedish Consumer Agency, which can take action.
”We can issue injunctions against the company, or go to court if we fail to reach an agreement with the company.”
It has also become increasingly common for online travel agencies to sell flights with stopovers as two separate trips, according to the Swedish Consumer Agency. This means that if a traveler misses their connecting flight due to a delayed or canceled flight on the first part of the trip, they will not automatically be placed on a later flight, but will have to make their own travel arrangements to the final destination. Tickets may say "own transfer", but not everyone has understood what that means.
”"Consumers will now receive clearer information about these types of conditions when purchasing the trip."”
Source: TT-DI.SE
