European Union: Accepted Google commitments following CPC Network investigation into its Google Flights and Google Hotels terms and conditions compliance with EU consumer rules

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Description

Accepted Google commitments following CPC Network investigation into its Google Flights and Google Hotels terms and conditions compliance with EU consumer rules

On 26 January 2023, the European Commission announced that it had accepted the commitments issued by Google regarding the changes to its terms of use products and services to comply with the EU consumer rules. The Consumer Protection Cooperation Network (CPC), led by the Dutch Authority for Consumers and Markets and the Belgian Directorate General for Economic Inspection and coordinated by Commission, opened an investigation into Google in 2021. Following the investigation, the CPC determined that the terms of use of Google Hotels and Google Flights did not comply with EU consumer protection rules. To address the concerns raised by the CPC, Google committed to first limit its ability to make unilateral changes in regards to the price and cancellations for orders and create a dedicated email account for removal orders of illegal content for EU consumer protection authorities. Furthermore, in regards to Google Flights and Google Hotels, Google agreed to clarify to consumers when Google is offering services or acting as an intermediary and provide more transparency by specifying that prices are used for reference when discounts are advertised on the platform. In addition, Google agreed to specify on its platform that the reviews on Google Hotels are not verified and follow the same transparency requirements that accommodation platforms follow in regard to the information on prices and availability.

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Scope

Policy Area
Content moderation
Policy Instrument
Content moderation regulation
Regulated Economic Activity
search service provider, platform intermediary: other
Implementation Level
supranational
Government Branch
executive
Government Body
consumer protection authority

Complete timeline of this policy change

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2023-01-26
in force

On 26 January 2023, the European Commission announced that it had accepted the commitments issued b…