Denied Boarding

In case of refusal to board an aircraft against your will, you have the right to free care:

  • Food and refreshments;
  • Two calls, a telephone message or a fax or e-mail;
  • Accommodation at the hotel in cases where the stay for one or more nights is necessary or an additional stay from the one thought the passenger is needed;
  • Transportation between the airport and the place of accommodation (hotel or other).

You do not benefit compensation when:

  • You are informed about cancellation at least 14 days prior to scheduled departure time;
  • You are informed about the cancellation between 14 days and 7 days prior to the scheduled departure time and you have been offered a different line;
  • You have been informed of the cancellation less than 7 days before the scheduled departure time and you have been offered a different line;
  • If the air carrier can prove that the cancellation is caused by extraordinary circumstances

 You have the right to compensation:

  • 250 euros for all flights of 1500 km or less;
  • 400 euros for all flights within Europe more than 1500 km, and for all other flights between 1500 and 3500 km;
  • 600 euros for all flights not provided for under (a) and (b);
  • If the operating air carrier has offered you another line to your final destination by an alternative flight whose arrival time does not exceed the estimated time of arrival, it may reduce the compensation provided for above to the extent 50%.

Documentation Required for Complaint:

  • Complaint Form;
  • Original travel ticket or booking code in case of internet purchase;
  • Photocopy of the passport;
  • Complete bank account information: bank name and address, account number, SWIFT code in case of a foreign bank account, name and surname of the bank account holder. If the bank account details are not the person who started the practice, the address, telephone number, fax number, e-mail should also be specified.

Instruction for the Compensation form:

1. Denied Boarding Form (Click on this Link, to download the document Form)
2. Fill out Form 1 and sign it
3. Save the ticket evidences, the embarkation card and the reservation
4. Send the form to the official address of the company by mail or email (refer to company websites, customer service addresses or complaints or contact)
5. Put in ACAA emails at:
6. Wait 3 weeks for your company’s response and if you do not receive a response, contact AAC Mediation at: