Delayed: Your partner for compensation in case of denied boarding.
Were you unexpectedly denied boarding just as you were about to board your flight? This uncomfortable and perhaps embarrassing situation caught you off guard. You weren't aware such a thing could happen and are unsure of what to do next. As a passenger of a European airline, you have rights that protect you against airlines, especially since the European Parliament and the European Council enacted Regulation EC 261 in 2004. This regulation states that airlines are financially responsible for disruptions they cause, which affect passengers. Therefore, any inconvenience a passenger suffers through no fault of their own should result in compensation.
Knowing your rights is the best way to defend yourself. Never let yourself be taken advantage of and start the process as soon as possible to obtain fair compensation in the event of denied boarding. This compensation can be up to €600 per passenger for any flight you were denied boarding on in the past three years.
To maximise your chances, if the airline's response is unsatisfactory, seek assistance and enforce your rights with a company like Delayed, which specialises in passenger compensation. Whether it's a delayed, cancelled, or overbooked flight, we assist you in your efforts to ensure complete satisfaction.
Claim compensation for denied boardingIs it possible to be denied boarding on a European airline flight?
If you are flying from or to the European Union, you may be denied boarding. This is known as involuntary denied boarding. The reason for denied boarding should not be your fault but rather a decision by the airline, beyond your control. Therefore, when boarding, you must have your identification and reservation documents, arrive on time, and not be responsible for any health or safety issues.
To avoid having to select passengers, airlines first ask if there are any volunteers willing to give up their flight in exchange for benefits or vouchers. If no one volunteers, the airline is obliged to arbitrarily choose one or more passengers to deny boarding. If this happens to you, keep all documents that will help prove your legitimacy in a denied boarding compensation claim. If you provide all the required evidence, you are fully entitled to it.
Do not accept every offer, no matter how tempting, that the airline might propose, as it could reduce your chances of obtaining compensation or even nullify them. The airline may offer you benefits or replace your ticket with vouchers. You remain in control of your decisions, but if you accept, the airline will be within its rights, and you will not be able to claim any compensation as it will be considered that you have knowingly waived your rights to compensation.
Ask for the reasons for denied boarding if they are not mentioned. The airline is obliged to be transparent about the reason for denied boarding. In most cases, you are denied boarding because the flight is overbooked. This is a common practice by airlines to counter last-minute cancellations. It is more beneficial for them to sell more seats than to operate flights with empty seats, knowing that nearly 20% of passengers do not show up for their reservation. Note: Approximately 5 to 10% of seats sold on flights exceed the actual capacity of the aircraft. Airlines acting knowingly in this manner must rightfully compensate you in the event of denied boarding caused by this situation.
It may also be due to a change of aircraft following a technical issue. The new aircraft may be smaller than the one initially planned, forcing the airline to deny boarding. For safety reasons, the airline will refuse passengers if there is insufficient crew to ensure passenger safety. Airlines estimate that passenger safety is ensured with one crew member for every fifty passengers. This situation can occur, especially during strikes.
Is it possible to avoid denied boarding?
It is difficult to predict denied boarding that would lead you to seek compensation. However, some tips can help reduce the risk of being denied access to a flight.
- Purchasing first-class tickets almost guarantees you will be able to board, as the airline will prefer to deny boarding to a passenger who paid less for their tickets. Similarly, if you join the airline's loyalty programme, they will be less likely to upset you and risk losing a loyal customer.
- Prefer non-scheduled flights, as overbooking mainly occurs on regular flights. If your flight has stopovers, you are more likely to experience denied boarding.
- Late afternoon flights are more likely to be affected by these practices from airlines. Passengers from previous flights who were denied boarding may end up on the last flight, which would then be overbooked as well.
- We also advise you to arrive well in advance, as if no passenger volunteers, it is easier for the airline to justify denied boarding to the last passenger to present themselves.
In the event of denied boarding, what rights do you have to obtain compensation?
As a passenger on a flight, you have rights. To assert them, keep all documents (plane tickets, boarding pass) that will prove you had a reservation on a specific flight and that the airline prevented you from boarding.
Regulation (EC) No 261/2004/2004 covers all involuntary denied boarding cases. It protects you as a passenger against somewhat abusive practices by airlines. This regulation applies to flights from and to the 28 EU countries as well as French Guiana, Mayotte, Martinique, Réunion, Guadeloupe, the Canary Islands, Saint Martin, the Azores, Madeira, Norway, Iceland, and Switzerland.
Once you are within your rights, the airline has the obligation to inform you, firstly, of the existence of the European regulation and, secondly, to compensate you. If they fail to do so, take action with a specialised compensation agency like Delayed.
If the inconvenience forces you to stay longer than expected at the airport, the compensation should also include, if necessary, hotel accommodation — with transport included — as well as drinks, food, and two means of communication: call and/or SMS.
Additionally, the Montreal Convention of 28 May 1999 and the Warsaw Convention of 12 October 1929 allow you to claim additional compensation if you can prove you suffered actual damage.
Denied Boarding Compensation: What amounts can you expect to receive?
What are the specific compensation amounts you are entitled to under Regulation (EC) No 261/2004/2004 in the event of denied boarding?
They correspond to a specific scale, also applicable for flight cancellations. Compensation amounts range from €250 to €600. Note, these amounts may be reduced by 50% if the delay upon arrival is less than two hours.
Flights of 1500 km or less must be compensated at €250. Intra-community flights over 1500 km up to 3500 km should be compensated at €400. Beyond 3500 km, compensation increases to €600.
In addition to these compensations, request that your plane tickets be fully refunded. The airline has seven days to process the refund.
In the case of denied boarding, you have the right to request a refund in the form you prefer: a cheque, bank transfer, or even cash. Travel vouchers may be offered, and you should specify in writing whether you accept them or not.
What is the procedure to obtain compensation for denied boarding?
When you are denied boarding, make sure to inform yourself about your rights. The airline must also provide you with a certificate confirming the denied boarding and the rights you are entitled to. Gather all your documents and submit a compensation claim to the airline. Remember to send only copies in case you need to start a new procedure. The compensation amount for denied boarding may not satisfy you or be adequate for the inconvenience caused. Therefore, repeat your request, and if the response is still unsatisfactory, refer to the Directorate General for Civil Aviation — DGAC.
The process can take quite a long time, from four to six months, which is why we advise seeking advice from a specialised agency that will help you obtain compensation more quickly and certainly in the event of denied boarding. First, check on the agency's website if you are eligible for compensation and review the amount. Then select the reasons for your request. You will immediately know if your file is complete to enable you to obtain your compensation.
Why start a compensation procedure with Delayed?
If you are a victim of denied boarding, seek the services of a company specialising in passenger compensation. There's nothing more frustrating than planning a trip well in advance, perhaps for a well-deserved holiday, only to be turned away at boarding. That's why we support you in your efforts to maximise your chances of success. With this solution, you avoid stress and fatigue as we handle the negotiations, prepare your file, and verify the documents it contains.
We respond and inform you about the admissibility of your file for a denied boarding compensation claim as quickly as possible.
We offer an online platform accessible to everyone that will simplify all your procedures. It takes no more than 5 minutes to make a claim on our website. Simply upload all the required supporting documents — plane tickets, boarding pass, receipts — for verification and to build your file. We ensure that the reasons given for denying you access to your flight are legitimate. We use artificial intelligence to conduct the most thorough analysis of your request.
A dedicated advisor is assigned to your case to provide personalised and human support. They will keep you informed about the progress of your case.
If your compensation claim is accepted following denied boarding, you will receive your money minus the service fee, which is a fixed commission of 25%. If compensation is denied, we charge nothing.
For precise information on your rights and the steps to take to obtain compensation in the event of denied boarding, consult our air passenger guide and ask us for assistance.