Compensation in case of overbooking (overbooking)

Verified 01 March 2024 - Public Service / (Prime Minister)

The company that has to transport you refuses to take you on board because it has sold more tickets than seats available on the plane? You are a victim of overbooking (or overbooking). The company must compensate you. We tell you what you need to know.

We are talking about overbooking or overbooking when an airline sells more tickets than the number of seats available on the plane.

This allows the company to fill the plane even in case of passenger withdrawal.

When too many passengers show up for the flight, the company can request volunteers.

If you then agree not to board, you will not be compensated for overbooking.

This is an agreement with the company. Each offers its own compensation terms.

If no passenger withdraws, the airline may refuse to board you.

This practice is not prohibited, but the company must indemnify you.

The obligation lies with the airline operating the flight.

This is the case if she sold you your ticket directly.

This is also the case if you bought it from an intermediary (travel agency for example).

FYI  

Specific rules apply if you're on a tour package (also called package holiday).

The flight must meet certain conditions.

They vary according to the country from which the plane takes off and the nationality of the airline.

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Departure from France

The flight is affected, regardless of the company.

Compensation applies even in the event of a stopover or transfer.

Flights between the metropolis and Guadeloupe, Martinique, French Guiana, Réunion, Mayotte or the French part of the island of Saint Martin are concerned.

Arrival in France

Departure from a country in Iceland, Norway or Switzerland

If you come from a European country (Norway, Iceland or Switzerland), the flight is concerned, regardless of the company.

Compensation applies even in the event of a stopover or transfer.

Flights between the metropolis and Guadeloupe, Martinique, French Guiana, Réunion, Mayotte or the French part of the island of Saint Martin are concerned.

Departure from another country

The conditions vary depending on the country from which the plane takes off and the nationality of the airline.

Flight with a European airline to an airport in Iceland, Norway, Iceland or Switzerland

The flight is concerned if you fill in the 2 conditions following:

  • You are traveling with a l'
  • Your flight is to an airport located in the, Norway, Iceland or Switzerland.

Assistance applies even in the event of a stopover or transfer to another country.

Example :

If you take off from the United Kingdom, you are covered by the compensation on the double condition of using a European carrier and landing in a member country of the.

Other situation

Your flight is not concerned.

However, you can demand a refund of your ticket in case of canceled flights without a re-routing proposal.

If you suffer damage as a result of the cancelation of your flight, you may claim compensation to the airline.

FYI  

You have to justify your harm.

If the airline refuses to board you, it must offer you another flight to the same destination.

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You want to wait for the next flight

The airline shall take care of you.

If you are entitled to assistance, the company must take charge for free pending the next flight the following services:

  • Refreshments
  • Restoration
  • 2 communications (phone calls, SMS, emails)
  • Hotel and transfer fees between the hotel and the airport if the departure cannot take place before the next day.

You don't want to take the next flight

The company owes you refund your ticket if you do not want or cannot wait for the next flight.

It must reimburse you within 7 months clear days.

The airline owes you compensation.

It is due to you even if the company has refunded your ticket.

The amount of compensation varies depending on the length of the journey.

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Up to 1,500 km

€250 (€125 if the delay is not more than 2 hours)

1,500 to 3,500 km

€400 (€200 if the delay is not more than 3 hours)

More than 3,500 km

  • Journey in l'' (UE) : €400 (€200 if the delay is not more than 3 hours)
  • Journey between the UE and an off-UE country: €600 (€300 if the delay is not more than 4 hours)

Please note

A person who travels free of charge (e.g. a child on his or her parent's lap) is not entitled to compensation.

The airline must give you a document indicating how to claim compensation.

You must address your complaint (by letter RAR: titleContent) to the airline's customer service.

His contact details are indicated on the document provided by the airline.

A template letter is available:

Claim compensation in case of denied boarding

You can make a report to the Civil Aviation Directorate (DGAC) in the following cases:

  • The company refuses to compensate you
  • You feel that compensation is insufficient.

You must fill out an online form:

Report to the DGAC a dispute following denied boarding, a delay or a flight cancelation

Who can help me?

Find who can answer your questions in your region

  • By post

    Civil Aviation Directorate

    50 Henry Farman Street

    75720 Paris Cedex 15

    By phone

    01 58 09 43 21

  • Are you having a problem following a purchase? Do you have a question about a point of law before buying or ordering?

    You can get an answer from an agent of the DGCCRF: titleContent by calling the 0809,540,550.

    Opening hours of the service:

    Number not overtaxed

    • Monday and Tuesday: from 8.30am to 12.30pm and from 1.15pm to 5.15pm
    • Wednesday: 1:15 pm to 5:15 pm
    • Thursday: from 8:30 am to 12:30 pm
    • Friday: from 8:30 am to 4 pm