Shortly after the start of the corona pandemic in Europe, many airlines speculated that the EU Commission would wave voucher solutions through. Therefore, automatic reimbursement options were deactivated and customers were sent on veritable gauntlet runs for their money.

Despite the fact that the EU Commission made it clear after just a few days that the refund of ticket money for canceled flights must be made within a week, most airlines have not complied. Particularly brazen: Many providers have sent vouchers by email or post without being asked and suggested to customers that a refund is not possible.

The German consumer advice center was able to obtain final judgments against some airlines, which state, among other things, that the behavior regarding compulsory vouchers was illegal. Those passengers who were affected have the right to a payout.

The EU Commission announced that Lufthansa and Eurowings had declared that they had paid out around 500.000 of these compulsory vouchers in the meantime. In total, 16 airlines were scrutinized in cooperation with the consumer protection network, and only statements were requested from them and no on-site inspections were carried out. Therefore, the authority has to rely on the information provided by the carrier.

Justice Commissioner Didier Reynders expressed satisfaction that airlines have overall implemented their commitments stemming from the massive 2020 cancellation crisis. However, he called for further efforts, as travelers are currently experiencing numerous delays and cancellations. "We will closely monitor and review how refunds or compensation are paid to passengers, where appropriate, to ensure strict and diligent application of EU rules."

In parallel, the Commission is carrying out a review of the Package Travel Directive as well as air passenger rights provisions - as announced in its new Consumer Agenda of November 2020 and building on a report published in 2021. The Commission intends to present its proposals on this in the coming year.