Denied boarding

The safety of our passengers is always our top priority. This means that, in some instances, we may have to deny boarding to passengers in order to guarantee the safety on board. In some instances, we might also have to deploy a smaller aircraft than expected, which will mean we cannot take as many passengers with us. At those times, a number of passengers may be denied boarding.

You have a right to certain forms of compensation when you have been denied boarding. This right is derived from European law (EU Regulation 261/2004). We will happily explain the details of this below.

I was denied boarding. What now?

Being denied boarding is naturally an unpleasant experience, regardless of the reason. Do you feel you are entitled to one of the compensation options described below? In that case, you can contact us using the online contact form.

Compensation options after being denied boarding

  • You opt for a refund
    If you opt for a refund, you will receive the full amount you paid for the flight within 7 days. Obviously, this only applies to the flight on which you were denied boarding. This also means you can no longer use that ticket.

  • You opt for the next available flight
    You can opt to be rebooked onto the next available and comparable Transavia flight.

  • You opt for a flight on a different date
    You can also decide to be rebooked onto a different, comparable Transavia flight on a later date of your choice.

Financial compensation after being denied boarding

If you are denied boarding without good reason, you are entitled to the following compensation:

  • €250
    For flights shorter than 1500 km

  • €400
    For flights within the EU, longer than 1500 km

  • €400
    For other flights between 1500 and 3500 km

  • €600
    For flights longer than 3,500 km

IIf we have offered you an alternate flight, we are entitled to decrease the compensation by half. A condition for this is that the difference between the arrival time of the new flight and the scheduled arrival time of the original flight does not exceed the number of hours stated below: 

  • Flights up to 1500 km:
    Scheduled arrival does not differ by more than two hours

  • Flights between 1500 and 3500 km:
    Scheduled arrival does not differ by more than three hours

  • Flights longer than 3500 km:
    Scheduled arrival does not differ by more than four hours

Extra care in the event you are denied boarding

Would you prefer to be put on the next available flight? In this case, you are also entitled to extra care:

  • Meals and/or refreshments in proportion to the length of the resulting delay
  • Two short phone calls of no more than two minutes per call or (if available) two e-mail messages
  • If it is necessary for you to stay one or more additional nights at your destination, we will arrange an accommodation and transport to/from the airport and your accommodation.

Please report to the handling staff at the airport. You can also contact our Service Centre.

Did you book your flight with a travel organisation?

The above conditions also apply to you. You can only request a refund of your flight costs from your travel organisation.