Overbooking and denied boarding
On any given day large numbers of passengers don’t show up for their flight. Filling our planes and minimising the number of empty seats we fly is one of the ways we can reduce the price you pay for your flight. As with most airlines, we sometimes sell more seats on a flight if we know there is a high chance of customers not turning up. We look at the historical data for each flight to determine the number of no-shows we’ve seen in the past and use this data to calculate the number we can expect in the future.
We allocate seats in order of check in. We give priority to passengers who need special assistance who have pre notified us, easyJet Plus cardholders and any passengers who have paid extra for a specific seat. If customers cannot check in online our Ground Crew in the Bag Drop area will help them check in and explain what to do next.
On overbooked flights, either at Bag Drop or at the Gate, we always ask for volunteers who may be able to change their plans to give up their seat to enable everyone who wants to fly to get on board. Volunteers are compensated in the same way as those involuntarily denied boarding, in line with EU regulation.
We realise that being involuntarily denied boarding can be stressful and inconvenient. We follow EU compensation regulations which can be seen below in more detail. In summary though anyone denied boarding or who volunteers to not fly is entitled to:
- EC261 payment of between €250 and €600 depending on the length of the flight.
- The choice of a full flight refund OR a transfer onto the next available easyJet flight OR an economy seat on another airline to get you to your destination if the next available easyJet flight isn’t within a reasonable timeframe. We’ll also pay for reasonable ground transfer, accommodation and food/drink expenses in line with our expenses policy
- If you choose to take another easyJet flight our team will book this for you. If you choose to use another airline you may find it quicker to book this yourself (we will quickly pay you back) but if you aren’t able to our Contact Centre team can help. Unfortunately we are unable to process refunds at the airport, if you choose this option please get in touch with our Contact Centre who will make the payment.
The legal bits (Volunteer or Involuntary Denied Boarding)
- EUR 250 per customer for flights within Europe of 1500km or less. If you transfer onto a flight which arrives at your destination less than 2 hours later than the original scheduled time of arrival, this is reduced to EUR 125
- EUR 400 per customer for flights within Europe of more than 1500 km, and all other flights between 1500 and 3500 km. If you transfer onto a flight which arrives at your destination less than 3 hours later than the original scheduled time of arrival, this is reduced to EUR 200
- EUR 600 per customer for all flights of 3500km or more. If you transfer onto a flight which arrives at your destination less than 4 hours later than the original scheduled time of arrival, this will be reduced to EUR 300
In addition, you will also have the choice of the following options:
- reimbursement in accordance with Article 7(3) of the Regulation;
- This means a full refund for your outbound and return flight and for anyone who is prevented from travelling due to your denied boarding
- or re-routing, under comparable transport conditions, to your final destination at the earliest opportunity;
- By comparable we mean on an easyJet flight or an economy seat on another airline to get you to your destination if the next available easyJet flight isn’t within a reasonable timeframe. We also will allow up to two separate flights to get you to your destination if no other direct flights are available in time
- or re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.
- This means you can change your easyJet flight to another date if we have seats.
You are entitled to (free of charge):
- meals and refreshments in a reasonable relation to the waiting time;
- hotel accommodation and transport between the airport and the hotel, where a stay of one or more nights becomes necessary or where a stay additional to that intended by the passenger becomes necessary; and
- two telephone calls, or telex or fax messages, or emails.
Any amounts payable by easyJet under this policy are subject to easyJet’s expenses policy.
After you’ve been Denied Boarding
If you have been denied boarding involuntarily, you will be helped by our ground crew based on your choice of refund or alternative travel. Our ground crew will direct you to the Customer Service desk where one of our Customer Services agents will assist you. You will also be helped in reclaiming any checked-in bags.
Anyone who has volunteered to not fly will also be assisted by our ground crew based on their selection of refund or alternative travel.
We have made big improvements recently in how we handle claims and refunds and we aim to process all claims submitted correctly within about 7 working days. For you to claim compensation under EC261, you must use the easyJet EC261 Compensation form. Please remember to keep all receipts from any expenses otherwise we will not be able to reimburse you.
Complaints and Comments
We realise being involuntarily denied boarding, while rare, can be upsetting. We always try to follow the process outlined here and relevant EU regulations. If you feel we haven’t dealt with you correctly, we’d like to know so we can improve. Please contact us and we will do our best to help