By checking in early and arriving at the gate with plenty of time, you’ve done everything right. But then the airline throws a curveball, announcing an overbooked flight. Instead of boarding passengers, gate agents ask for volunteers to give up their seats. Then they stop asking and start kicking passengers off the flight. And they may be calling your name.
This situation, which can be deeply uncomfortable, is perfectly legal. Airlines are allowed to oversell flights, a practice based to account for no-shows and maximize revenue. Another reason they hit passengers? To change aircraft to a smaller one with fewer seats due to factors such as weight restrictions or maintenance issues.
The good news out of this bad situation? Passengers can generally expect to receive compensation when they are bumped, either voluntarily or involuntarily — and in sums that could be quite attractive.
First, know what you’re entitled to.
In an airline’s contract of carriage, the document commonly found on the Internet outlining what an airline expects and owes passengers, carriers say they will rebook bumped passengers — either voluntarily or involuntarily — on subsequent flights. flights. The rebooked flight can be on another carrier and there are no requirements as to when the second flight must depart. In its contract of carriage, Delta Air Lines, for example, says that the passenger will be placed “on his next available flight.”
The Department of Transportation mandates compensation for this inconvenience, but it is up to the airlines to decide how much to offer and in what form. Most often cash, flight credits or vouchers are offered.
Generally, passengers will not be hit after boarding the plane. (There are some exceptions, the DOT said, such as disorderly conduct on board.)
Volunteers should negotiate compensation — payments may not be the same for all travelers.
There is no limit to the amount of compensation that can be offered to volunteers, and gate agents often collect sums to entice passengers, who can then negotiate for more. Sometimes the compensation can run into the thousands of dollars, according to passenger reports, and exceed the original ticket fare.
Agents will ask for volunteers over the airport intercom, or passengers will see an offer on the airline’s app or through the app’s text messages.
Airlines typically like a private approach where some passengers may accept lower offers than they might in a public negotiation, said Robert Mann, an aviation analyst and former American Airlines executive. Less frequent customers tend to be contacted first, he added.
Airlines aren’t required to give all volunteers the same compensation, said Katy Nastro, an expert at the travel app Going.
Reimbursement must be given at the airport or mailed within 24 hours, according to the Department of Transportation: Checks can be mailed or a flight voucher can be deposited into a passenger’s airline account.
Compensation can be more than money or flight vouchers.
In particularly desperate scenarios, added Ms. Nastro, airlines may be willing to negotiate further benefits beyond a flight, which may include business class seats, direct travel, food, accommodation and lounge access.
“There is no limit, per DOT regulation, on voluntary amounts,” he said. “The sky’s the limit there.”
Not enough volunteers? The carrier will then inadvertently bump into the passengers.
The first passengers to be hit tend to be the last to check in, said Sally French, travel expert for personal finance company NerdWallet.
In their contracts of carriage, airlines provide more details about their approach in the event of denied boarding. Air carriers usually give priority to the following passengers on overbooked flights: unaccompanied minors, frequent flyers or passengers flying in premium cabins, and passengers requiring special assistance.
There are minimum compensation amounts for accidental impact.
In most cases, passengers who were hit unintentionally will receive compensation. This can be a check if that is your preference, per DOT rules.
For flights within the United States or departing from the United States abroad, the amount passengers receive, according to the DOT, depends on factors such as the price of the ticket, the length of their delay and whether their flights were domestic or foreign.
The DOT sets the minimum amounts due on its website, although airlines may pay more. In one example, if a traveler rebooked on a domestic flight arrives between one and two hours after their original route, the airline must pay 200 percent of the passenger’s one-way fare or $775, whichever is earlier lower.
If a traveler bumped to a connecting domestic flight arrives at their destination more than two hours later than they would have on their original itinerary, airlines could pay up to 400 percent of the passenger’s one-way fare or $1,550, whichever is lower.
Situations may arise when compensation will not be offered.
Passengers who are involuntarily denied boarding should not expect compensation if they miss their flight check-in deadline or if, on the replacement flight after an impact, they arrive within one hour of their original scheduled time.
In addition, passengers who were bumped because the carrier changed the flight to a smaller aircraft should not expect compensation.
If passengers were denied boarding because of weight and safety restrictions that arose on a plane with 30 to 60 seats, according to the DOT, they would not receive compensation.
Charter flights and flights on planes with fewer than 30 seats are also exempt from DOT reimbursement rules.
You should receive compensation if you are accidentally hit while flying to, within or outside the European Union on certain carriers.
Under European Union regulations, passenger rights and voluntary collision compensation operate similarly to those in the United States.
Accidental collision compensation depends on the distance: Passengers should receive 250 euros (about $258) for flights up to 1,500 kilometers (932 miles). 400 euros for flights between 1,500 and 3,500 kilometers and for flights over 1,500 kilometers within Europe. and 600 euros for flights over 3,500 kilometers.
Those travelers are also eligible for flight rebooking or refunds and help from the airline in the form of meals, refreshments and accommodation, said Tomasz Pawliszyn, chief executive of AirHelp, a Berlin-based company that helps passengers with airline claims companies.
Travelers denied boarding on a connecting flight due to a delayed first flight are also entitled to compensation, in amounts ranging from €125 to €300, depending on the distance and delay.
These rights apply to flights within the European Union and operated by any airline. international flights arriving in the European Union operated by an EU-based airline and flights departing from the European Union to a country outside the bloc operated by any airline.
Learn how to protect yourself from accidental impact.
Experts stress that early check-in online or through your carrier’s app could help you avoid denied boarding. They also suggest attaching frequent flyer information, if you have it, to your reservation.
Finally, it never hurts to get to the airport early.
For more travel tips, visit our collection of Travel 101 tips and hacks.
