What Are Passengers' Rights in Case of Denied Boarding?

Being denied boarding despite having a valid ticket and a confirmed reservation is one of the most frustrating situations a traveler can face. Known as "Denied Boarding" in aviation terminology, this situation is covered by national and international regulations designed to protect passengers' rights.

In this guide, you will find information about your legal rights, compensation options, and the steps you should follow if you are denied boarding.

What Is Denied Boarding?

Denied boarding occurs when an airline refuses to allow a passenger to board the aircraft despite the passenger having a valid ticket, a confirmed boarding pass, the required passport/visa documents, and being present at the gate on time.

The term generally refers to situations caused by an airline's operational decisions or overbooking rather than circumstances resulting from the passenger's own fault.

Why Can a Passenger Be Denied Boarding?

Denied boarding generally occurs for three main reasons:

Denied Boarding Due to Overbooking

Airlines may sell more tickets than the aircraft's actual capacity, taking into account the possibility that some passengers will not show up for their flights (No-Show). If all passengers arrive, there may not be enough seats available, resulting in some passengers being denied boarding despite having valid tickets.

Denied Boarding Due to Missing Documents or Identification

This occurs when a passenger does not have a valid ID card, passport, visa for the destination country, or required health or transit documents. In such cases, responsibility generally lies with the passenger.

Missing the Check-in or Boarding Gate Deadline

Passengers who arrive after the airline's specified check-in deadline or boarding gate closing time may be denied boarding for safety and operational reasons.

What Are a Passenger's Rights When Denied Boarding?

If the denied boarding is not caused by the passenger's own fault—for example, due to overbooking or an aircraft type change—the passenger may be entitled to the following rights under SHY-PASS (Civil Aviation Passenger Rights Regulation) and EU Regulation 261/2004 (EU261):

Right to Request an Alternative Flight

The airline is required to offer the passenger an alternative flight that will take them to their final destination as soon as possible under comparable transportation conditions.

Right to Request a Ticket Refund

If the proposed alternative flight no longer serves the passenger's travel purpose, the passenger may cancel the journey and receive a full refund for the unused portion of the ticket, without deductions, where applicable.

Right to Claim Compensation

In cases of involuntary denied boarding caused by the airline—such as overbooking—the passenger may be entitled to financial compensation in addition to the right to a refund or alternative flight.

When Can You Receive Compensation for Denied Boarding?

Compensation for denied boarding generally applies when a passenger has complied with all applicable requirements but is unable to board due to an airline-related reason, such as overbooking.

If a passenger voluntarily gives up their seat, they are considered to have accepted the special offer or benefits provided by the airline. However, if the passenger is denied boarding involuntarily, they may have a legal right to financial compensation under the applicable passenger-rights regulations.

What Services Must the Airline Provide in Case of Denied Boarding?

Depending on the length of the waiting period, the airline may be required to provide passengers with the following services free of charge:

• Communication: The right to make 2 telephone calls, send faxes, or send emails.
• Food and Beverages: A reasonable amount of food and refreshments may be provided depending on the length of the delay, such as hot/cold drinks for delays of 2–3 hours and meals for delays of 3–5 hours.
• Accommodation and Transportation: If the alternative flight is scheduled for the following day, the airline may be required to provide hotel accommodation and transportation between the airport and the hotel.

What Should a Passenger Do If They Are Denied Boarding?

1. Have the Reason Officially Documented: Ask the airline representative for written confirmation clearly stating the reason why you were denied boarding.
2. Keep Your Boarding Pass: Do not discard your physical or digital boarding pass or your baggage tags.
3. Keep Your Receipts: Save receipts for any necessary expenses, such as food, beverages, or transportation, that were not provided by the airline.

How Can You File a Denied Boarding Claim?

To assert your rights, you should generally follow these steps:

Contact the Airline

First, submit a written request to the airline you booked with or the airline operating the flight through its customer service department or feedback/complaint form. Clearly state your request for compensation and reimbursement of eligible expenses.

File a Complaint with the Directorate General of Civil Aviation (DGCA)

If the airline does not respond to your application within 10 days or provides an unfavorable response, you may submit a complaint through the Directorate General of Civil Aviation (DGCA / SHGM) Passenger Rights Complaint System via Türkiye's e-Government portal.

Prepare the Required Documents

When submitting your claim, you should provide documents such as your PNR code, boarding pass, copy of your ID, written confirmation from the airline, and any relevant receipts or invoices for expenses.

What Is the Difference Between Denied Boarding and Flight Cancellation?

• Flight Cancellation: The aircraft does not operate the scheduled flight, or the flight is completely removed from the schedule. This generally affects all passengers booked on that flight.
• Denied Boarding: The aircraft operates as scheduled, but a specific passenger or group of passengers is not allowed to board despite having a valid confirmed ticket.

How Can the Process Be Tracked for Tickets Purchased Through Gidiyorum.com?

If you experience overbooking or airline-related denied boarding after purchasing your ticket through Gidiyorum.com, you can contact the Gidiyorum.com support team.

Customer representatives can review the status of your ticket and applicable passenger rights and assist with arranging an alternative flight or facilitating the ticket refund process with the airline.

Frequently Asked Questions About Denied Boarding

How Much Compensation Can You Receive for Denied Boarding?
Under SHY-PASS regulations, passengers on domestic flights may be entitled to a fixed amount of compensation (for example, the equivalent of EUR 100 in Turkish lira), while compensation for international flights may range from EUR 250 to EUR 600 depending on the flight distance.

What Should a Passenger Do If They Are Denied Boarding Due to Overbooking?
They should immediately go to the airline's service desk, have the situation officially documented, choose one of the available alternative flight or refund options, and submit a compensation claim.

Can a Passenger Who Arrives Late Receive Compensation?
Generally, no. If a passenger is denied boarding because they missed the check-in deadline or boarding gate closing time, this is considered the passenger's responsibility and does not normally give rise to a right to compensation or reimbursement of expenses.

What Documents Are Required to File a Denied Boarding Claim?
The required documents generally include the PNR number, boarding pass, ID/passport information, written confirmation of the denied boarding or disruption from the airline, and receipts for eligible expenses.