Passenger safety is our top priority. This means that, in some instances, we may have to deny boarding to passengers due to, for example, their health condition or to guarantee safety on board. We call this denied boarding. If you are denied boarding without good reason, you can receive a refund of your ticket amount or be rebooked onto a different flight. We explain these options in detail below.
If you are denied boarding, naturally this is an unpleasant experience, regardless of the reason. If you feel you were wrongfully denied boarding, you can contact us using our online contact form.
In some cases, you are entitled to cash compensation if denied boarding. An exception to this is if you are denied boarding due to circumstances beyond our control.
The compensation amount depends on the length of the flight.
If you are entitled to compensation, the refund will be deposited into your bank account within seven days.
Note: If we offer to rebook you onto a different flight to your destination, we are entitled to cut the above compensation amount in half. A condition for this is that the difference between the new arrival time and 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:
The above conditions also apply to you. You can only request a refund of your flight costs from your travel organisation.