Excellent
on
Trustpilot
Compensation for Denied Boarding: Everything You Need to Know
Denied boarding is one of the most unpleasant situations that can affect a passenger during air travel. Whether it's the result of overbooking, operational issues, or a planning error, passengers may find themselves unable to board the aircraft, despite holding a confirmed reservation and having presented themselves at the gate on time. In these situations, Regulation (EC) No 261/2004 grants passengers a clear right to financial compensation, along with other benefits and options regarding the continuation of their journey. This legislation, applicable throughout the European Union, guarantees uniform protection for passengers affected by unjustified denied boarding.
When are you entitled to compensation for denied boarding?
Boarding was denied against the passenger's will.
The passenger held a confirmed reservation and checked in and presented themselves for boarding on time.
The denied boarding occurred within the last 3 years.
The flight departed from an airport within the European Union.
The flight was operated by an EU airline, even if it departed from outside the EU.
The denied boarding was not justified by reasons related to health, security, or lack of valid travel documents.
There was a voluntary agreement to give up the seat in exchange for benefits offered by the airline.
What compensation can I receive for denied boarding?
The amounts granted as compensation in case of denied boarding are determined based on the flight distance and are the same as in cases of cancellation or long delay:
€250
Compensation per passenger
Up to 1,500 km
€400
Compensation per passenger
Between 1,500 km and 3,500 km
€600
Compensation per passenger
Over 3,500 km
Right to Care and Services in Case of Denied Boarding
Denied boarding automatically creates an obligation for the airline to offer passengers immediate assistance, proportional to the waiting time:
Free Meals and Drinks
provided during the waiting time at the airport.
Access to Communication
Free access to communication means, including two free phone calls or sending an email or fax.
Hotel Accommodation
Free hotel accommodation if rerouting requires an overnight stay.
Airport-Hotel Transport
Transport between the airport and the place of accommodation, fully covered by the airline.
Additionally, the passenger can choose between a full refund of the ticket price (for the part of the journey not made and, if applicable, for the rest of the itinerary) or rerouting to the final destination, either as soon as possible or at a later date, according to their preferences.
Claim Submission Procedure
To obtain compensation, it is recommended to keep the necessary documents:
Booking confirmation or flight ticket;
Proof of being present for boarding (boarding pass, baggage receipt, etc.);
Any communication regarding the denied boarding (written notifications, recordings, emails).
Check Eligibility
Ensure the denial was not your fault (missing passport, expired ID, missing visa, etc.); Confirm you were denied boarding involuntarily.
Submit the Claim
Send the request to the airline, accompanied by the relevant documents; If you don't receive a response or the claim is unjustly rejected, you can use a specialized service.
Receive Compensation
After the claim is processed and approved, the corresponding amount will be transferred directly to your bank account.
Frequently Asked Questions about Denied Boarding Compensation
If you voluntarily agreed to give up your seat in exchange for benefits offered by the airline (voucher, accommodation, another flight), you are no longer entitled to financial compensation up to €600. The rights are only preserved if the denial was imposed against your will.
No. To benefit from compensation, you must prove that you presented yourself on time, in accordance with the time indicated by the airline. Otherwise, the airline can legally justify the denial.
No. Passengers who do not meet the legal requirements for entry into the destination country (valid passport, appropriate visa, etc.) cannot claim compensation for denied boarding.
If the flight was operated by an EU airline, even if it departed from outside the European Union, you are entitled to compensation. If the operator is non-EU and the flight does not depart from within the EU, the regulation does not apply.
In Romania, the general statute of limitations is 3 years from the date of the denied boarding. After this period, the right to claim compensation expires. Note: The statute of limitations varies by EU country.
If the denied boarding was caused by an airline error, such as overbooking or lack of staff, you are entitled to financial compensation. It is important to keep relevant documents proving this.
Yes, you are entitled to compensation for denied boarding on a connecting flight, provided that all flights were booked together and the delay exceeds 3 hours at the final destination.
If the denied boarding was accompanied by an offer of an alternative flight that does not meet the original arrival time, you are entitled to financial compensation, especially if the delay exceeds 3 hours.
In case of 'extraordinary circumstances' that cannot be controlled by the airline (e.g., extreme weather or security issues), the airline is not obliged to pay compensation. However, the airline must still offer you adequate assistance, such as meals and drinks, accommodation, and transport.
If you believe your denied boarding was unjustified and the airline does not offer you compensation, you can file an official complaint with the national aviation authority or use a compensation claim service, which will handle your case.
An 'alternative flight' is a flight that takes you to your final destination, even if it is not the same flight you originally booked. The airline is obliged to offer you an alternative flight if the denied boarding is their fault, and this flight should not cause a significant delay compared to the original plan.
Yes, it is possible to refuse the compensation offered by the airline (usually in the form of a voucher) and request the financial compensation according to the European regulation. The airline cannot prevent this, and your right to financial compensation remains unchanged.
If you accepted a voucher as an alternative solution, it is important to know that, in many cases, this may waive your right to cash compensation. However, if you were denied boarding against your will and did not voluntarily accept the offer, you still have the right to financial compensation.
The compensation amount depends on the flight distance and can be: €250 for flights up to 1,500 km, €400 for flights between 1,500 km and 3,500 km, €600 for flights over 3,500 km.
To claim compensation, you need to provide the flight ticket, boarding pass, and any other documents that can prove the denied boarding (e.g., notifications received from the airline or screenshots of the flight status).
Yes, Regulation (EC) No 261/2004 also applies to domestic flights within the European Union, and passengers who are denied boarding on these flights are entitled to compensation.