Denied boarding

Denied boarding: What are your rights?

Airlines sometimes refuse to let passengers board a flight. This can happen for two main reasons. Either the airline has caused the problem, or you are not allowed to fly because of an issue with your documents or behaviour. Your rights depend on why you were denied boarding.

When the airline is responsible

If you are denied boarding because of something within the airline’s control, you are protected by the Air Passenger Rights Regulations. This usually happens when the flight has been overbooked, the airline switches to a smaller aircraft, or there is simply not enough space for everyone. This is often called being “bumped” from a flight.

Airlines normally ask for volunteers first. If you agree to give up your seat, you can negotiate compensation and choose whether to take a refund or an alternative flight.

If you did not volunteer and you are denied boarding, the airline must offer you a refund or another flight. You may also be entitled to compensation depending on how far you were travelling and how long you are delayed in reaching your final destination.

Refunds

You can choose a full refund for any part of the journey you could not take.

For example, if you are denied boarding on your outbound flight, the airline must refund both the outbound and return parts of your ticket. If you are already part way through your trip, you can also ask the airline to fly you back to your original departure point.

Re-routing (alternative flights)

Instead of a refund, you can choose to travel on another flight. You can ask to travel as soon as possible or pick a later date that suits you.

While you wait, the airline must provide care and assistance. This can include food and drink, two free communications such as phone calls or emails, hotel accommodation if you need to stay overnight, and transport between the airport and your hotel or home. Airlines often organise this directly. If you decide to book your own accommodation or travel, you may find it harder to claim the cost back later.

If the airline cannot provide help straight away, you can pay for reasonable costs yourself. You must keep receipts and avoid expensive hotels, alcohol or unnecessary extras, as these are unlikely to be reimbursed. It is always a good idea to check the airline’s advice on what they consider reasonable.

Compensation

You may be entitled to compensation if you had a valid ticket, a confirmed reservation, and checked in on time. The amount depends on how far you were travelling and how late you arrive at your final destination.

Compensation amounts:

Flights up to 1,500 km: £110 if the delay is up to 2 hours, or £220 if it is more than 2 hours

Flights between 1,500 and 3,500 km: £175 if the delay is up to 3 hours, or £350 if it is more than 3 hours

Flights over 3,500 km: £260 if the delay is up to 4 hours, or £520 if it is more than 4 hours

When the airline’s decision is reasonable

These rights do not apply if the airline refuses to let you fly for reasons that are considered reasonable. This can include not having the correct travel documents, concerns about health, safety or security, intoxication, or travelling with an invalid passport.

In these cases, you are unlikely to receive compensation or a refund, as you may be in breach of the airline’s terms and conditions. It is your responsibility to make sure you have the right documents before you travel. You can check entry requirements for your destination on the UK Foreign, Commonwealth & Development Office (FCDO) website.