Compensation for denied boarding

Being denied boarding despite having a valid ticket and arriving on time for check-in is definitely one of the most stressful situations a passenger can encounter at an airport. Although it sounds unfair, such cases occur more often than you might think, especially in the case of overbooking.

It is worth noting that you are not defenseless in such situations. According to EU regulations, you are entitled to care, information, and compensation. Find out exactly what denied boarding is, what the possible reasons for it are, and how to effectively claim compensation.

What is denied boarding?

Denied boarding is a situation in which a traveler has a valid ticket, has checked in at the required time, and has arrived at the boarding gate in accordance with the airline's guidelines, but has not been allowed to board the plane.

If the denial of boarding is not due to reasons attributable to the passenger, but to the fault or decision of the air carrier, the traveler is entitled to compensation for the flight.

Denied boarding - possible reasons

Denied boarding can result from various circumstances. Some of them are considered justified (without the right to compensation), while others constitute a violation of passenger rights and entitle the passenger to compensation from the airline.

Reasons attributable to the airline

Denied boarding is not always the result of passenger error. Often, the airline is responsible for reasons such as:

• Overbooking - a situation where more tickets have been sold than there are seats on the plane;
• Change of aircraft type - the air carrier is forced to use a smaller aircraft than planned, resulting in a reduction in the number of available seats;
• Operational errors - e.g., incorrect management of boarding priorities.

Reasons attributable to the passenger

Not every denial of boarding entitles you to compensation. In some situations, the passenger themselves creates obstacles that prevent them from flying. This may be due to, for example:

• Being late for check-in or arriving at the gate;
• Not having the required documents, such as a valid passport;
• Inappropriate behavior or violation of safety rules;
• Health problems that prevent you from flying.

Compensation for denied boarding - when can you receive it?

According to Regulation EU 261/2004, a passenger is entitled to compensation for denied boarding provided that they have a valid ticket and reservation, have checked in and arrived at the gate on time, and have been denied boarding due to the carrier's fault. Importantly, in order to retain the right to compensation, the traveler could not voluntarily give up their seat in exchange for other benefits.

When are airlines not required to pay compensation for denying boarding to a passenger?

Not every case of denied boarding entitles the passenger to claim compensation from the airline. There are situations where denied boarding is justified and the responsibility lies with the passenger or extraordinary circumstances - factors beyond the airline's control.

Denied boarding and passenger rights

Passengers who have a valid ticket and have met all the airline's requirements are protected by EU regulations. This means that if they are denied boarding due to the carrier's fault, they are entitled to a number of rights.

The airline must provide travelers with free meals, drinks, contact with their loved ones, and, in the case of longer waiting times, additional accommodation and transportation between the airport and the place of accommodation. Furthermore, if denied boarding, passengers have the right to choose between a full refund of the ticket price, an alternative flight to their destination, or a flight at a later date convenient for them. The air carrier is also required to provide travelers with information about their rights in the event of denied boarding and when a flight is delayed or canceled.

A traveler who has been denied boarding due to the fault of the airline is entitled to compensation for the flight, in the amount specified in EU regulations.

Amount of compensation for denied boarding

The amount of compensation depends on the length of the flight to the destination. It is completely independent of the price of the ticket. The amount of compensation may be:

• €250 for flights up to 1,500 km;
• €400 for flights within the European Union of more than 1,500 km and other flights between 1,500 and 3,500 km;
• €600 for flights of more than 3,500 km.

How to obtain compensation for denied boarding?

Obtaining the compensation due for denied boarding is not a complicated process. However, it does require a few important steps.

Keep all documents confirming your reservation and presence at the gate, such as your boarding pass, e-ticket, confirmation of denied boarding, and receipts for any additional expenses. You can file a complaint using the form on the carrier's website or in writing. Indicate the date and flight number, as well as the reason for the refusal. Airlines have 30 days to respond.

If the carrier refuses to pay compensation or does not respond to your complaint, you can contact the Civil Aviation Authority - the institution that handles passenger complaints. It is also worth using the services of companies specializing in recovering compensation from airlines, such as AirCashBack. Thanks to our many years of experience and transparent rules of cooperation, you have a better chance of quickly and effectively obtaining the compensation you are entitled to for being denied boarding. Submit your claim on our website or click the button below.