Did you have a confirmed booking for a flight and were not carried on it, even though the flight was operated?
In this case, you have extensive rights under the Passenger Rights Regulation. Denied boarding may occur, for example, if you are refused boarding due to overbooking. However, this is also conceivable, for example, if you have already been refused check-in for the flight. Contractual claims may also exist.
You can submit your conciliation request conveniently online here – not only for air travel but also for rail, long-distance coach, public transport, package tours or boat trips.
Irrespective of any specific damage, passengers may be entitled to a lump-sum compensation payment.
The amount of this is determined by the flight distance.
In the case of a uniformly booked flight, the distance between the first point of departure and the last destination owed is always decisive.
For intra-European connections, the compensation payment is limited to EUR 400.00 per person, even for longer distances.
Example: If travellers book a flight from Tenerife via Lisbon to Hamburg, for example, a compensation payment of EUR 400.00 is possible for this intra-European connection – despite a distance of 3,575 km between Tenerife and Hamburg.
Depending on the flight distance, the compensation payment can be halved if the arrival delay at the destination is relatively short.
The airline is not liable to pay compensation if alternative transport is offered within certain narrow time limits.
The airline is also not obliged to pay compensation if it can invoke a justifiable reason. A justifiable reason is conceivable, for example, if passengers turn up late for check-in through their own fault or do not have the necessary travel documents.
In the event of denied boarding, passengers also have the choice between a fare refund (including a return flight to the first point of departure, if applicable) or alternative transport. Special rules may apply to flights that are part of a package holiday.
In the event of denied boarding, airlines must provide care services during the waiting time: Catering, means of communication and, if necessary, overnight accommodation including transfer. Accordingly, the airline does not owe any care services if it can invoke a justifiable reason.
Whether a claim actually exists in your case depends on the specific individual case. The presentation of rights is only intended to provide an initial overview and is not exhaustive.
The website of the European Union provides a comprehensive presentation of air passenger rights.
Geschäftsführerin:
Dr. Sabine Cofalla
Leiter der Schlichtungsstelle:
Dr. Christof Berlin
Amtsgericht Charlottenburg VR29041B
Fasanenstraße 81
10623 Berlin
Tel +49 30 6 44 99 33 – 0
