Being denied boarding is one of the most frustrating travel experiences — especially when you have a valid ticket and arrive at the airport on time. While it’s not very common, it does happen, and it’s important to understand why and what rights you have under EU Regulation 261/2004.
Not all denied boarding situations are treated the same. In fact, there are different types of denied boarding, and your eligibility for compensation depends on why you weren’t allowed to board.
Here’s a breakdown of the main denied boarding types and what each means for your passenger rights.
Check your compensation online.
Denied Boarding Types
Understanding the different denied boarding types helps passengers know when they’re entitled to compensation and what rights apply under EU261.
1. Voluntary Denied Boarding
Sometimes airlines oversell flights, expecting that some passengers won’t show up.
When more passengers arrive than there are available seats, airlines often ask for volunteers to give up their seats in exchange for benefits such as:
- Travel vouchers or cash compensation
- Free hotel stays or meals
- Rebooking on a later flight
If you voluntarily give up your seat, you are not entitled to denied boarding compensation, since you agreed to the airline’s offer. However, you can negotiate additional perks, such as a business class upgrade or a larger voucher value — it’s entirely up to you to accept or decline the offer.
Tip: Always ask the airline for written confirmation of the benefits they promise before you agree to volunteer.
2. Involuntary Denied Boarding Due to Overbooking
One of the main denied boarding types – denied boarding due to overbooking.
If no one volunteers and the airline still needs to remove passengers, it may deny boarding involuntarily. This usually happens due to overbooking — when the airline sells more tickets than available seats.
In this case, you are entitled to denied boarding compensation (also called ‘overbooking compensation’) under EU Regulation 261/2004, as long as:
- You had a valid ticket and reservation, and
- You arrived at check-in and boarding on time, and
- You weren’t denied boarding for personal reasons (like visa or documentation issues).
Compensation amounts:
- €250 — flights up to 1,500 km
- €400 — flights between 1,500 and 3,500 km
- €600 — flights over 3,500 km
This compensation can only be claimed after your flight, and it may take some time to receive it. You can claim it yourself via the Austrian Airlines website. Or you can work with a compensation claim company. Our partners offer such services.
Check your compensation online.
If you are denied boarding involuntarily, the airline must offer you the choice between:
- An alternative flight to your destination,
- A full refund (the same refund as for a cancelled flight), or
- Rebooking for a later date, if available.
You’re also entitled to meals, drinks, and accommodation while waiting for the next flight. This is called ‘right to care‘.
Boarding denied due to overbooked flight? You are entitled to denied boarding/overbooking compensation.
3. Denied Boarding for Personal Reasons
Sometimes passengers are denied boarding for reasons related to their own travel documents or behavior.
These include:
- Invalid or missing passport or visa
- Passport that’s expired or expiring soon
- Failing to meet entry or health requirements
- Arriving late at the gate after check-in
- Security or safety-related concerns
- Disruptive or inappropriate behavior
- Non-compliance with crew instructions
In these cases, the denial is not the airline’s fault, and compensation does not apply. You may also lose your ticket value entirely, depending on the fare conditions.
Important: Always check visa, passport, and health entry requirements for every country you’re flying to or transiting through before departure.
Denied boarding due to visa? You won’t get denied boarding compensation.
4. Denied Boarding for Operational or Safety Reasons
Airlines can also deny boarding due to operational or safety-related circumstances, such as:
- Weight or balance restrictions on smaller aircraft
- Aircraft changes (e.g., replacing a larger plane with a smaller one)
- Health or safety concerns involving a passenger
These cases are treated as extraordinary circumstances under EU261 — meaning no compensation is due, but you are still entitled to:
- A refund or rebooking, and
- Care and assistance (meals, drinks, accommodation if needed).
5. Denied Boarding Due to Errors or Airline Mismanagement
Sometimes, boarding denials happen because of airline errors, such as:
- Mistaken seat assignment
- Duplicate bookings
- Check-in system issues
If the denial was due to the airline’s mistake and not an extraordinary circumstance, you are entitled to EU261 compensation — the same as for involuntary denied boarding.
Always ask the airline for a written statement explaining why you were denied boarding; this helps support your claim later.
Summary: Denied Boarding Types
| Type of Denied Boarding | Compensation? | Other Rights |
|---|---|---|
| Voluntary (you agree to give up seat) | ❌ No | Benefits offered by the airline |
| Involuntary (overbooking) | ✅ Yes | Refund or rebooking, compensation, meals, drinks, accommodation |
| Personal reasons (visa, documents) | ❌ No | Airline may offer goodwill refund, not required |
| Operational or safety reasons | ❌ No (extraordinary) | Refund or rebooking, care and assistance |
| Airline error or mismanagement | ✅ Yes | Refund or rebooking, compensation, care and assistance |
Being denied boarding can be stressful, but understanding denied boarding types makes all the difference. If you’re involuntarily denied boarding through no fault of your own, you may be entitled to up to €600 in compensation.