What to Do if You Are Denied Boarding?

Being denied boarding is one of the most annoying and stressful travel experiences — especially when you have a valid ticket and arrive at the gate on time. But don’t panic. If your flight was overbooked and you were denied boarding, you have rights as a passenger under EU Regulation 261/2004 (EU261).

Here’s what to do if you are denied boarding, and how to make sure you get the denied boarding compensation and care you deserve.

Check your compensation online.

What to Do if You Are Denied Boarding?

Here’s what to do if you are denied boarding, and how to make sure you get the compensation and care you deserve.

1. Stay Calm and Ask Why You Were Denied Boarding

The first thing to do is ask the airline staff to explain why you weren’t allowed to board. The reason matters because your rights and denied boarding compensation eligibility depend on it.

There are a few main denied boarding types:

• Overbooking: The airline sold more tickets than there are seats.
• Operational or safety issues: Such as aircraft changes or weight restrictions.
• Personal reasons: Missing or invalid travel documents, visa issues, or disruptive behavior.

If the denial was due to overbooking, and you arrived on time with valid documents, you are protected under EU261 and may be entitled to denied boarding or overbooking compensation.

2. Ask for Written Confirmation

Always ask the airline for a written statement explaining the reason for the boarding denial. This document will help if you decide to file a compensation claim later.

You can simply say:

“Could you please confirm in writing the reason I was denied boarding?”

This small step makes it much easier to prove your case if you need to contact the airline or a national enforcement body later on.

3. Know Your Rights Under EU261

If you were denied boarding involuntarily (not your fault, not voluntary), you have clear rights under EU Regulation 261/2004.

The airline must offer you the choice between:

• Rebooking on the next available flight to your destination.
• A full refund of your unused ticket portion.
• Rebooking at a later date convenient for you, if available.

4. Know That You Have a Right to Care

While you wait, the airline must also provide:

• Free meals and drinks appropriate to your waiting time.
• Hotel accommodation if you need to stay overnight.
• Transport between the airport and the hotel if accommodation is needed.

These rights apply even if the airline is not responsible for the denial (for example, safety reasons).

This is called “right to care“.

5. Do Not Volunteer Unless You’re Satisfied with the Offer

Airlines often ask for volunteers to give up seats on overbooked flights.

If you agree voluntarily, you waive your right to EU compensation, since you accepted the airline’s offer.

That said, you can negotiate better terms, such as:

• A cash voucher instead of a travel voucher.
• Business class upgrade on the next flight.
• Hotel stay or meal vouchers if you must wait long.

Make sure everything the airline promises is confirmed in writing before you agree.

Keep in mind – if you accept Austrian Airlines’ offer, it’s won’t be possible to claim denied boarding compensation.

Knowing what to do if you are denied boarding can help you stay calm, understand your EU261 rights, and take the right steps to claim compensation.

6. Keep All Your Documents

Keep every piece of paperwork related to your flight — boarding passes, ticket receipts, and any written communication from the airline. These will be essential when filing a compensation claim.

Also, note down:

• Flight number and scheduled times
• Actual time you were denied boarding
• Names of airline staff you spoke with (if possible)

This helps ensure your claim is supported with accurate details.

7. Claim Denied Boarding Compensation After the Flight

If your denied boarding was involuntary, and not due to personal reasons, you are entitled to denied boarding compensation:

• €250 — for flights up to 1,500 km
• €400 — for flights between 1,500 km and 3,500 km
• €600 — for flights over 3,500 km

This compensation is claimed after the flight, and processing may take time.

You can submit your claim directly with the airline or use a flight compensation company to handle the process for you.

Our partners offer such services. See below.

Airlines sometimes wrongly classify a situation as an extraordinary circumstance, so it’s worth verifying your case before giving up.

If the airline rejects your valid claim, you can:

• Appeal the decision with the airline, or
• Contact your National Enforcement Body (NEB) for support, or
• Use a flight compensation service to re-evaluate your claim.

8. Know When You’re Not Eligible to Compensation for Denied Boarding

Not all denied boarding cases qualify for compensation. You’re not eligible if:

• You arrived late at check-in or the gate.
• Your passport or visa was invalid.
• You showed disruptive behavior or didn’t comply with crew instructions.
• The denial was due to extraordinary safety or operational circumstances beyond the airline’s control.

However, even if you’re not eligible for compensation, you still have the right to care — unless you arrived late at the gate or were disruptive. This means the airline must provide meals, drinks, and accommodation when necessary.

Being denied boarding is frustrating — but under EU261, you’re protected. If you didn’t volunteer to give up your seat, arrived on time, and had valid documents, you may be entitled to up to €600 in compensation, plus care and rebooking options.

Featured photo by Christian Alemu from Pexels