Being turned away at the airport gate when your flight is overbooked can be frustrating, especially when it's not your fault. However, you have legal rights that may entitle you to compensation.
Why flights get overbooked
Airlines often sell more tickets than available seats, anticipating that some passengers won't show up. They may also have to use a smaller aircraft than planned, leading to overbooking. In such cases, passengers may be denied boarding or asked to give up their seats, a practice known as 'bumping'.
Consumer advocacy groups note that airlines are legally obliged to pay compensation if you're denied boarding due to overbooking. The UK Civil Aviation Authority (CAA) provides guidance on how this works in different scenarios.
If you volunteer to be bumped
If you agree to give up your seat, you'll need to negotiate compensation with the airline. They may offer cash or vouchers at the gate. According to CAA guidance, "Often, airlines will make an announcement at the gate offering compensation, which might be cash or vouchers. If you volunteer to be bumped, you are also entitled to an alternative flight or a refund."
If you're bumped without consent
If you didn't agree to be bumped but were denied boarding, you're still entitled to compensation, provided you checked in on time. The amount depends on flight length and the timing of the alternative flight offered. Compensation ranges from £110 for short-haul flights to £520 for long-haul flights.
Your rights regardless of consent
Whether you're bumped voluntarily or not, the airline must offer you two choices:
- Option 1: Alternative flight – You can choose a sooner or later flight. If you opt for the soonest available, the airline must provide "care and assistance" while you wait, including food and drink (often as vouchers), a means of communication (e.g., refunding phone call costs), accommodation if you're re-routed the next day, and transport to and from accommodation or home. These must be provided until you reach your destination, regardless of delay length or cause.
- Option 2: Refund – If you don't want an alternative flight, you can get a refund for unused parts of your ticket. For example, if you're bumped from the outbound leg of a return trip, you're entitled to a full refund for both flights. If you're mid-journey, the airline must also provide a flight back to your starting airport.
