Denied Boarding? Here Are Your Rights.
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It has been common practice for United States airlines to overbook flights in the hope of no-show passengers. But all too often, everybody checks in for a flight, and there are more ticketed passengers than available seats on a flight.
This leads to something called denied boarding, also known as being "bumped," in which some passengers will not be able to fly, even though they hold a valid boarding pass and purchased a ticket.
In events like these, it is extremely important for travelers to know their rights to ensure they are not illegally taken advantage of by airlines.
Here’s a detailed guide on your denied boarding rights when flying within the United States, covering everything you need to know in the event that you're bumped from your next flight.
What is denied boarding?
Denied boarding is the result of airlines selling more tickets than there are seats on a scheduled aircraft flight. Done to maximize airline profits (and account for common no-shows), the practice is deceptive and leads to ticketed passengers being "bumped," or pushed to a future flight.
There are two types of denied boarding:
Voluntary denied boarding
Involuntary denied boarding
Voluntary vs. involuntary denied boarding
As normal operating procedure, airlines will look for volunteers to give up their seats in the event that a flight is overbooked. Volunteers are given compensation in return, potentially including future flight credits, meal vouchers, a hotel stay, and a modified itinerary on a future flight.
If you’ve got flexible travel plans, “taking the bump,” as it is colloquially known, can be a great way to potentially pay for the airfare on your next flight.
As a child, my dad and I voluntarily gave up our seats on a Delta flight from Atlanta to Providence, and the proceeds were enough to fly my entire family to California during the next school break.
Unfortunately, though, there will not always be volunteers with flexible schedules. In this case, airlines will sometimes increase the compensation offer. If there are still no takers, they’ll proceed to the dreaded involuntary denied boarding.
If you are involuntarily denied boarding, it is important to know that you’re still entitled to compensation, which may vary based on the length of time you’ll need to wait until the next available flight.
Compensation for involuntary denied boarding
Should you be denied boarding without volunteering your set, you are protected by the United States Department of Transportation's (DOT) regulations. Ultimately, this compensation depends upon the length of the delay you'll encounter.
For example, if flying domestically, you may receive:
No Compensation: If the airline arranges alternate transportation that gets you to your destination within one hour of your original arrival time.
200% of One-Way Fare (up to $775): If the airline arranges alternate transportation that gets you to your destination between one and two hours (domestic flights) or one and four hours (international flights) after your original arrival time.
400% of One-Way Fare (up to $1,550): If the airline arranges alternate transportation that gets you to your destination more than two hours (domestic flights) or more than four hours (international flights) after your original arrival time, or if no alternate transportation is arranged.
You'll be eligible for compensation if you had a confirmed reservation/ticket, checked in to your flight on time, arrived at the gate in time to board, and will experience greater than a one-hour delay as a result of the denied boarding.
Furthermore, this compensation must be granted to you at the airport on the same day that the "bump" occurs. Nobody says that you have to accept the first offer an airline gives you either. Depending on the circumstances, you may be successful in negotiating other benefits, such as:
Increased reimbursement/future flight credit amounts
Food vouchers
Hotel stays for your delay
There are exceptions to these compensation regulations, though. Aircraft changes (to smaller planes with less seats), weight/balance issues, downgrades to lower classes of seating, charter flights, and small aircrafts with less than 30 passengers are not eligible, though if your seat is downgraded to a cheaper tier, you are entitled to a refund in the fare difference.
Additionally, the term involuntary denied boarding may sometimes be applied to other situations, such as dealing with intoxicated or unruly passengers. Events like these do not entitle you to compensation of any type.
How do airlines determine who to bump?
While it is, unfortunately, legal for airlines to deny ticketed passengers boarding, it is also up to airlines to determine a fair system regarding who to deny boarding to in an oversell event.
Common criteria considered include:
The time/order that you checked in
The fare you paid for the flight
Any frequent flier status
There are protected factors that airlines are not legally allowed to consider, including race, ethnicity, or age. If and when you get bumped, the US DOT mandates that you are provided a written statement explaining all of your rights.
Tips to handle/manage involuntary denied boarding
In addition to knowing your rights as a passenger, here are some additional tips to help you manage an involuntary denied boarding experience.
Stay calm and head to the airline desk: Remaining calm will help you manage the situation more effectively. You'll influence airline employees to better to assist you in the situation. Heading to the airline's customer service desk, or using your airline's app directly, can sometimes help you reach a smoother resolution than working with gate agents.
Ensure you're compensated: Ensure you understand the compensation you are entitled to and ask for it if it’s not offered. If it is not offered up front, this could be a violation of your customer rights. File an additional complaint through us, and we'll work to increase your compensation.
Negotiate: Don’t hesitate to negotiate for additional perks, such as meal vouchers or hotel accommodations, especially if your delay is substantial.
Travel insurance: If you purchased travel insurance for your trip, there may be included coverage in the event that you're bumped to a later flight. Be sure to review your policy closely in advance of purchasing it.
Have airline status: Depending on your airline, something as simple as registering for an airline's frequent flier or rewards program may help protect you from an involuntary denied boarding.
Airline customer service contacts
In the event that you're bumped and not receiving helpful customer service at the airport, it may be a good idea to reach out to your airline's corporate customer service as soon as possible. Here are contact links for major U.S. airlines:
Remember - if, at any point, you feel as if your passenger rights are violated, you may file a consumer complaint with the United States DOT's Aviation Consumer Protection Department. Additionally, we specialize in filing complaints on behalf of passengers to maximize their compensation.
Real-life denied boarding examples
Below are a couple of examples of being bumped from a flight and some proper ways in which to deal with it.
Scenario 1: Business Traveler
Imagine you’re a business traveler on a tight schedule, and you’re involuntarily denied boarding. You quickly go to the customer service desk, knowing you’re entitled to 400% of your one-way fare because the next available flight will get you to your destination more than two hours later. You assert your rights, negotiate for additional meal vouchers, and inform your business contacts about the delay.
Scenario 2: Family Vacation
You’re traveling with your family for a much-anticipated vacation. When you’re involuntarily bumped, you calmly head to the airline desk, understanding the compensation rules. You ensure the airline rebooks you on the next available flight and negotiates for hotel accommodations since the delay is overnight. You keep receipts for all expenses, knowing you might need them for travel insurance claims.
Conclusion
Being denied boarding and bumped to a later flight is awful, particularly when you're on your way to a vacation or just want to get home after a long trip. However, in the event that you find yourself denied boarding, knowing your passenger rights can help you earn and maximize the compensation that you're eligible for.
Keep your airline's customer service information and policies with you when you fly, and don't be afraid to speak up if/when they try to do something against their policies.