Consumer / Denied Boarding

Denied Boarding

You may one day find yourself being denied boarding on your flight – perhaps because the flight is overbooked or due to other operational issues. This can seriously affect your travel plans. An airline can only deny your boarding if:

  • you volunteer to give up your ticket; or
  • there aren’t enough volunteers to meet the airline’s circumstances.

Only if there are no volunteers to give up their ticket, can an airline deny you from boarding against your preference.

Regardless of whether you’ve volunteered or been involuntarily denied boarding, the airline should immediately offer you compensation. The type or amount of compensation depends on your situation, but should include:

  • meals, phone calls and internet access;
  • accommodation and transport (where reasonable); and
  • the choice between a full refund or a replacement flight.

The Consumer Protection Code’s First Schedule contains further details on the compensation you are entitled to.