European OTA eDreams Odigeo has taken 15 airlines off sale as it accused them of “consistently breaching” refund obligations to passengers.
The firm said that some carriers are taking several weeks and even months to process refund requests it has placed on behalf of its customers.
“While major airline carriers have improved their refund timeframes and are now reimbursing travellers on time, there is still a group of carriers that do not refund in a timely manner,” eDreams said.
“While the company will not disclose the brands of the concerned airlines at this time, it may revisit this decision if the carriers continue to withhold customer refunds.”
The firm added: “For a select group of airline partners that are showing consistent compliance with refund regulations, the eDreams Odigeo travel brands – eDreams, Opodo, GO Voyages and Travellink – are advancing refunds to customers before the operating carrier releases the funds.
“This means in these cases travellers booking with eDreams Odigeo receive their refunds significantly faster than if they would have booked elsewhere, including direct.
“On an annualised basis, the company is already processing over €15 million in advanced refunds to customers and intends to broaden its scope in the near future.”
It claimed that the average waiting time for refunds was now four days – well below the seven-day limit that airlines must adhere to under EC regulation 261/04.
Chief executive Dana Dunne said: “Today, we are proud to announce a comprehensive set of measures that will enhance our strong pandemic response to provide even higher levels of reassurance and confidence for travellers who book with us.
“Our goal is to make our customers feel supported and accompanied throughout their entire journey, especially at times of industry disruptions.
“As advocates for our customers, we recognise the crucial role that online travel agencies like eDreams Odigeo play in representing consumers’ interests before key industry stakeholders.
“As the world’s largest flight retailer outside of China, we will continue leveraging our position to drive further significant advancements for consumers in our industry.
“We appreciate the continued co-operation of our airline partners and regulatory bodies in this effort and are looking forward to continuing to work closely with them for the benefit of travellers worldwide. Enhancing our customers’ experience will always be our top priority.”