Question for those in the know regarding boarding rules.
My extended family missed their flight from Fra to Ord via Cph because they arrived late to the gate. Actually they arrived 20 minutes before departure, but the bus that would take them to the plane already left without them and their ticket was cancelled.
They had to pay rebooking fee and the price difference for next day departure.
Is there anything that could have been done to avoid paying these or having these costs reimbursed? They shelled out more than 2 grand because of this situation and obviously feel bummed. Any suggestions would help.
Thanks.