Denied boarding

Denied boarding compensation

Sometimes the air carrier sells more tickets than there are seats on the aircraft. This is not uncommonly, and the air carriers are allowed to do so since it is unlikely that all passengers will show up at the gate. However, sometimes the statistics and the assumptions goes wrong and passengers with a valid ticket has to be denied boarding. Situations like these may occur and if you are denied boarding because the flight has become overbooked, you are entitled to compensation according to the EU Regulation.

When an operating air carrier reasonably expects that boarding must be denied due to an overbooked flight, they shall first call for volunteers to surrender their reservations. All this in exchange for vouchers or other benefits under conditions to be agreed between the passenger concerned and the operating air carrier.

If the number of passengers that voluntarily surrender their reservations were not sufficient in number, the operating air carrier may refuse passengers boarding against their will.

Denied boarding compensations are based on the distance of the flight. This is what you are entitled to if you are denied boarding through no fault of your own:

• Flights up to 1 500 km – EUR 250
• Flights of more than 1 500 km in the EU and 1 500 – 3 500 km for flights outside of the EU and covered by the regulations – EUR 400
• Flights over 3 500 km outside of the EU and covered by the regulations – EUR 600

However, if the operating air carrier overbooks the flight and offers the passenger re-routing on an alternative flight at the earliest opportunity, the level of compensation will be reduced by half if the flight arrives at the final destination:

• Less than 2 hours after the scheduled time of arrival for flights up to 1 500 km – EUR 125
• Less than 3 hours after the scheduled time of arrival for flights of more than 1 500 km in the EU and 1 500 - 3 500 km for flights outside of the EU and covered by the regulations – EUR 200
• Less than 4 hours after the scheduled time of arrival for flights over 3 500 km outside of the EU and covered by the regulations – EUR 300

If the operating air carrier has confirmed that you will be denied boarding due to an overbooked flight before you have arrived are at the airport, we still advise you to go there. If you are offered an alternative flight with a short notice and cannot be in time at the airport, you will lose the right to compensation according to the EU Regulation. Although the wait may be long, it is a good idea to have patience and stay at the advised gate not to miss important information about emergent changes.

You are not eligible to compensation if you are denied boarding due to:

• Check-in is not done as stipulated and at the time indicated
• Faulty identification
• Invalid visas or other travel documents
• Due to safety- or health reasons for other passengers or for the flight in question
• If you did not follow the air carriers regulations in other ways

Checklist if you are denied boarding:

• Ask the operating air carrier to confirm, in writing, why you were re-booked to another flight and reason for this
• Find out your rights at the airport. Among other things, the operating air carrier is obligated to offer you meals and refreshments in a reasonable relation to the waiting time. Free of charge, you have the right to make two phone calls, send an e-mail or fax message. You also have the right to a hotel accommodation and transfer back and forth to the airport and the place of accommodation if the incident with your flight so requires.
• Do not sign a waiver or accept any offer, for example value checks for future trips or other benefits, which may affect your right to compensation.
• Gather the necessary information, such as boarding passes, other travel documents, receipts for your expenses, vouchers etcetera. Just make sure to save the originals of all relevant documents!
• Make sure to note the arrival time to the final destination, that is to say when at least one of the aircrafts doors opens and the passengers are permitted to disembark.
• Submit your claim as soon as possible within reasonable time, and by no later than the limitation period admits.
• Keep in mind that each passenger is entitled to compensation. If you have travelled with family or friends, you can list your fellow passengers contact information in the application form when claiming your rights. We will then contact each of them.
• You also have the right to receive compensation if your flight is overbooked and you are denied boarding in connection with a business trip. No matter who paid for the ticket, the person entitled to compensation is the person whose name is on the ticket and the one who has suffered the trouble and inconvenience caused by the incident with the flight.