You were denied boarding


Find out what your rights are if you were denied boarding even though you were at the gate on time.

If you are not allowed to board the plane, your rights depend on the circumstances. 

You have voluntarily given up your seat

If you voluntarily give up your seat, any compensation must be agreed with the airline company. In addition, the airline company must offer you a choice of the following:

  • Refund of the purchase sum
  • Rebooking to next vacant departure
  • Rebooking to a later departure
  • Individually agreed compensation or other agreed reward 

You are denied boarding against your will

The airline company must pay compensation if you are denied boarding against your will. The size of the compensation depends on the length of the flight:  

  • Flights of less than 1,500 km:                                  250 EUR
  • Flights of 1,500 to 3,500 km:                                   400 EUR
  • Flights of more than 3,500 km outside the EU:           600 EUR

In some cases, the airline company may reduce your compensation by 50%, depending on the length of the flight and the time of arrival at your destination.

In addition, the airline company must offer you a choice of the following:

  • Refund of the purchase sum
  • Rebooking to next vacant departure
  • Rebooking to a later departure

If you are rebooked to the next vacant departure, you are entitled to complimentary food and beverages while you wait. The airline company must also pay for your accommodation if the rebooking means that you have an overnight stay.

You are entitled to damages

If you have incurred expenses because you were denied boarding, e.g. for new tickets or loss of hotel reservations at your destination, you may be entitled to damages.

Read more about claims for damages for financial losses

Getting help in connection with a complaint

If you have been denied boarding and it is not possible to reach a solution with the airline company or travel agent, you can complain to European Consumer Centre Denmark.

Advice                 

  • Make a complaint to your travel agent and the airline company and keep the documentation
  • Make sure to keep the receipts for all your expenses
  • Check whether your insurance policy covers this situation
  • Keep all documents relating to the incident

 

27. July 2016

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