Denied Boarding

It implies the refusal to carry a passenger on a flight, although they have presented themselves for boarding under the conditions laid down in the Conditions of Carriage, except where there are reasonable grounds to deny them boarding, such as reasons of health, safety or security, or inadequate travel documentation. An example of denied boarding is overbooking.

In the event of a denied boarding, for example by overbooking, the airline should ask for volunteers among the passengers for not to fly on that flight. In the case that there are volunteers, the airline should agree with them which compensation they will receive for the denied boarding. These volunteers will also be entitled to receive information and reimbursement or alternative transport.

If finally there are not enough volunteers and boarding is denied against the passenger will the rights applying are:

Right to Information

Passengers are entitled to information, for this purpose the airline should provide them with a form with the rights assisting them. If such a form is not delivered, ask for it to the airline. The information contained in that form shall be similar to the following one.

Right to Care

Passengers also have the right to care while waiting for their return or alternative flight, i.e. the airline has to offer and provide:

Enough food and drink
Two phone calls or access to e-mails
Hotel accommodation if overnight stay is required or if an additional stay longer than the one planned by the passenger is required.
Transportation between the Airport and the place of accommodation

Do not forget that if the airline does not comply with its obligation to provide the indicated care free of charge, the passenger should keep the receipts for the expenses incurred and subsequently make a complaint to the airline.

Right of Reimbursement or to Alternative Transportation

Passengers have the right to be offered by the airline to choose from one of the following options:

Reimbursement of the cost of the ticket within the following 7 days (with return to the airport of origin in case the passenger is on a connection and the flight is no longer serving any purpose). Reimbursement may be made in cash, by bank transfer, cheque or travel vouchers or other services (after agreement signed by the passenger)
Alternative transport to your final destination as quickly as possible and under comparable conditions of transport.
Alternative transport at a later date suitable for the passenger. (Choosing this option, the passenger no longer has the right to care as from that moment).

Do not forget that if the airline does not comply with its obligation to provide you with the choice between the 3 options above and you decide to purchase your own ticket, you should keep the receipt and the new boarding pass to make a complaint to the airline.

Remind that the alternative transport offered by the airline should be the one that allows you to arrive as quickly as possible at your destination, including flights with other airlines and other possible modes of transport with comparable conditions.

Right to Compensation

Passengers are entitled to financial compensation ranging from 250€ to 600€, depending on the distance of the flight, although these amounts can be reduced by 50% if the airline offers you alternative transport and meets a number of requirements regarding the time of arrival at the final destination.

Remind that financial compensation in the event of denied boarding should be paid to the passenger concerned immediately (this is understood that the passenger does not have to carry out any additional formalities in order for such compensation to be paid)