EUROPEAN COMMISSION

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Your passenger rights
when travelling by air

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Denied boarding

Denied boarding

When passengers are denied boarding on a flight, airlines are obliged to first seek volunteers to give up their reservation in exchange for certain benefits. In addition, the air carrier must also offer volunteers the choice between a full refund and re-routing.

You may be entitled to compensation of between €125 and €600 depending on the distance of the flight and
the delays experienced before being re-routed. Where volunteers choose re-routing, the airline must also provide assistance if necessary, for example - food, access to a telephone, hotel accomodation of one or more nights if necessary and transportation between the airport and the place of accommodation.

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What should you do if you believe your passenger rights have been infringed?

If you consider that your entitlements under air passenger rights legislation have been breached:


  • You should first contact the airline or - for issues related to persons with reduced mobility - the airport.
  • If you are not satisfied with their response, you can lodge a complaint with a National Enforcement Body (NEB).

NOTE: Complaints should in principle be filed in the country where the incident took place.