Passenger safety is our top priority. This means that, in some instances, we may have to deny boarding to passengers due to, for example, their health condition or to guarantee safety on board. We call this denied boarding. If you are denied boarding without good reason, you can receive a refund of your ticket amount or be rebooked onto a different flight. We explain these options in detail below.
In some cases, you are entitled to cash compensation if denied boarding. An exception to this is if you are denied boarding due to circumstances beyond our control.
The compensation amount depends on the length of the flight.
For flights shorter than 1500 km
For flights within the EU, longer than 1500 km
For other flights between 1500 and 3500 km
For other flights
If you are entitled to compensation, the refund will be deposited into your bank account within seven days.
Note: If we offer to rebook you onto a different flight to your destination, we are entitled to cut the above compensation amount in half. A condition for this is that the difference between the new arrival time and scheduled arrival time of the original flight does not exceed the number of hours stated below:
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 delay
If it is necessary for you to stay one or more nights extra at your destination, we will arrange an accommodation and transport to/from the airport and your accommodation.
The above conditions also apply to you. You can only request a refund of your flight costs from your travel organisation.
If you are denied boarding, naturally this is an unpleasant experience, regardless of the reason. If you feel you were wrongfully denied boarding, you can contact us using our online contact form.
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