The UK Civil Aviation Authority (CAA) has clarified what happens when passengers are 'bumped' from their flights or denied boarding, outlining their rights and available options. Many travellers may not realise they can be removed from a flight due to overbooking or other reasons.
Understanding Denied Boarding
The CAA states that if you are prevented from boarding, you may be entitled to assistance and compensation under certain circumstances. Airlines strive to avoid disruption, but when problems occur, consumers have legal rights regarding delayed, cancelled, or denied boarding flights.
Denied boarding typically happens when an airline cannot accommodate you due to a lack of space. However, reasonable denial can occur for health, safety, security, or inadequate documentation, such as lacking a valid passport or required Covid test results.
Why Overbooking Happens
Airlines often book more passengers than available seats because some travellers do not show up. Occasionally, using a smaller aircraft also leads to overcapacity. As a result, some passengers may be asked or forced to give up their seat, a practice known as 'bumping' or denied boarding.
Voluntary vs. Involuntary Bumping
If you volunteer to be bumped, you negotiate compensation with the airline, which may offer cash or vouchers. You also retain the right to an alternative flight or a refund. If you are bumped without your agreement and checked in on time, you are entitled to compensation based on flight length and the alternative flight's timing.
Your Rights and Options
Whether you volunteer or are forced, the airline must let you choose between an alternative flight or a refund. If you choose an alternative flight, you can fly as soon as possible or at a later date. While waiting, the airline must provide care and assistance, including food and drink (often as vouchers), communication means (like refunding call costs), accommodation if rerouted the next day, and transport to and from the accommodation.
The CAA emphasises that the airline must provide these items regardless of delay duration or cause. If you opt for a refund, you receive money back for unused parts of your ticket. For a return flight where you're bumped on the outbound leg, you can get the full return cost refunded. If partway through a journey, the airline should also provide a flight back to your starting point.
