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.
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.
If you are denied boarding without good reason, you are entitled to the following compensation:
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:
Would you prefer to be put on the next available flight? In this case, you are also entitled to extra care:
Please report to the handling staff at the airport. You can also contact our Service Centre.
The above conditions also apply to you. You can only request a refund of your flight costs from your travel organisation.