EU passenger rights rules to reshape travel agency operations from Oct 2027

Travel agencies will need to adjust their processes to comply with new EU passenger rights regulations that take effect on 23 October 2027.

The rules require agencies to inform passengers before purchase whether connecting flights are covered by a single transport contract or separate contracts, to explain the impact of missed connections for independent flights, to publish passenger‑rights information on their websites and apps, and to establish complaint‑handling mechanisms that acknowledge receipt within seven business days and provide a reasoned response within one month, while also reviewing communication retention and service channels; the operating airline retains the obligations arising from flight operation.