Apr 14, 2017, 3:14 pm
Last edit by: canadiancow
This wiki thread is devoted to the topic of what to do when Denied Boarding, the Compensation provided, and general experiences of those who were Denied Boarding.
If applicable, please post your Denied Boarding experiences as per the below list:
https://www.flyertalk.com/forum/31305207-post171.html
For those IDB'd/VDB'd, please post in this thread:
Recent Example Denied Boarding Compensation form/card/"receipt":
Restrictions:
1. Can only be used over the phone
2. Only applies to base fares (not YQ, not taxes/fees)
3. Can be used to book a ticket in anyone's name
4. Can be used multiple times
5. Expiry date of 2 years (even though it says 1), but you can call to get it reactivated after that
Required amounts as dictated by the Government of Canada:
Less than 6 hours: $900
6-9 hours: $1800
9+ hours: $2400
From Air Canada Customer Service FAQ
Does Air Canada overbook its flights?
Just the facts:
Yes, we do.
Behind the facts:
Airline passengers place a high value on refundable tickets (in case they can't make their flight, don't show up or decide to change travel plans). In these cases, overbooking is a means (certainly not perfect but, on the whole, pretty viable) that lets us offer refundable tickets without losing a lot of money.
In the rare circumstances (and it is rare) where you can't get on a flight due to overbooking, we offer compensation (in the form of a travel voucher or cash) and we make alternate arrangements to get you to your destination as quickly as possible.
Air Canada - General Conditions of Carriage
https://www.aircanada.com/ca/en/aco/...e-tariffs.html
OVERBOOKING NOTICE
Airline flights may be overbooked, and there is a slight chance that a seat will not be available on a flight for which a person has a confirmed reservation. If the flight is overbooked, no one will be denied a seat until airline personnel first ask for volunteers willing to give up their reservation in exchange for a payment of the airline's choosing. If there are not enough volunteers, the airline will deny boarding to other persons in accordance with its particular boarding priority. With few exceptions, persons denied boarding involuntarily are entitled to compensation. The complete rules for the payment of compensation and boarding priorities are available at all airport ticket counters and boarding locations.
Also included here are
UK Alternative Dispute Resolution – for UK departing flights only
and
China departing flights only
If applicable, please post your Denied Boarding experiences as per the below list:
https://www.flyertalk.com/forum/31305207-post171.html
For those IDB'd/VDB'd, please post in this thread:
- Date of IDB/VDB
- IDB or VDB
- Compensation dollar amount
- Cash (cheque) or eMCO
- Flight # you were DB'd from
- Flight # you were placed on after being DB'd (also indicate if next day)
- Were hotel vouchers provided?
- Were food vouchers provided?
- Other
Recent Example Denied Boarding Compensation form/card/"receipt":
Restrictions:
1. Can only be used over the phone
2. Only applies to base fares (not YQ, not taxes/fees)
3. Can be used to book a ticket in anyone's name
4. Can be used multiple times
5. Expiry date of 2 years (even though it says 1), but you can call to get it reactivated after that
Required amounts as dictated by the Government of Canada:
Less than 6 hours: $900
6-9 hours: $1800
9+ hours: $2400
From Air Canada Customer Service FAQ
Does Air Canada overbook its flights?
Just the facts:
Yes, we do.
Behind the facts:
Airline passengers place a high value on refundable tickets (in case they can't make their flight, don't show up or decide to change travel plans). In these cases, overbooking is a means (certainly not perfect but, on the whole, pretty viable) that lets us offer refundable tickets without losing a lot of money.
In the rare circumstances (and it is rare) where you can't get on a flight due to overbooking, we offer compensation (in the form of a travel voucher or cash) and we make alternate arrangements to get you to your destination as quickly as possible.
Air Canada - General Conditions of Carriage
https://www.aircanada.com/ca/en/aco/...e-tariffs.html
OVERBOOKING NOTICE
Airline flights may be overbooked, and there is a slight chance that a seat will not be available on a flight for which a person has a confirmed reservation. If the flight is overbooked, no one will be denied a seat until airline personnel first ask for volunteers willing to give up their reservation in exchange for a payment of the airline's choosing. If there are not enough volunteers, the airline will deny boarding to other persons in accordance with its particular boarding priority. With few exceptions, persons denied boarding involuntarily are entitled to compensation. The complete rules for the payment of compensation and boarding priorities are available at all airport ticket counters and boarding locations.
Also included here are
UK Alternative Dispute Resolution – for UK departing flights only
and
China departing flights only
VDB, IDB and Compensation - Master Thread
Nov 6, 2017, 5:40 pm
#46
Join Date: Nov 2017
Posts: 7
Volunteer Priority
Hi everyone,
Long time reader, first time poster.
I was on a domestic flight from YYZ which was overbooked. They asked for volunteers and I was first to do so. However, they decided to give the volunteer spot to the person behind me who asked afterwards. Is there an Air Canada policy on how they pick this? Is this based on your altitude status?
Long time reader, first time poster.
I was on a domestic flight from YYZ which was overbooked. They asked for volunteers and I was first to do so. However, they decided to give the volunteer spot to the person behind me who asked afterwards. Is there an Air Canada policy on how they pick this? Is this based on your altitude status?
Nov 6, 2017, 7:16 pm
#48
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,342
I don't think AC is allowed to do "bidding" (i.e. accepting a lower offer) any more. CTA mandates the amount.
If you only have carry-on, you have priority over someone who's checked a bag.
If you are flying YYZ-YVR-SFO, and can be put on the non-stop YYZ-SFO, then you might not even want (or be entitled to) compensation, so you would have priority over someone who just wants a later YYZ-YVR flight (plus money), especially if the later ones are full.
All things being equal, if they only needed one person, I would absolutely say something like "Super Elites get priority for volunteering, right?"
If you only have carry-on, you have priority over someone who's checked a bag.
If you are flying YYZ-YVR-SFO, and can be put on the non-stop YYZ-SFO, then you might not even want (or be entitled to) compensation, so you would have priority over someone who just wants a later YYZ-YVR flight (plus money), especially if the later ones are full.
All things being equal, if they only needed one person, I would absolutely say something like "Super Elites get priority for volunteering, right?"
Nov 6, 2017, 10:21 pm
#49
Join Date: Jun 2009
Location: YYZ, SFO
Programs: AS 100K, UA*S, IHG Plat, Marriott Titanium, Hilton Diamond | Formerly: AC Super Elite
Posts: 2,476
Nov 7, 2017, 6:59 am
#50
Join Date: Dec 2008
Posts: 4,519
Hi everyone,
Long time reader, first time poster.
I was on a domestic flight from YYZ which was overbooked. They asked for volunteers and I was first to do so. However, they decided to give the volunteer spot to the person behind me who asked afterwards. Is there an Air Canada policy on how they pick this? Is this based on your altitude status?
Long time reader, first time poster.
I was on a domestic flight from YYZ which was overbooked. They asked for volunteers and I was first to do so. However, they decided to give the volunteer spot to the person behind me who asked afterwards. Is there an Air Canada policy on how they pick this? Is this based on your altitude status?
My possible may be that PAX behind did asked if they are looking for volunteers previously (like what cow does if I understood his post correctly
) and hence that PAX was technically volunteer first.
Nov 30, 2017, 11:32 pm
#51
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,342
Update on my $400.
I received this email this morning:
I also received the cheque today. So... yay?
I received this email this morning:
Case Number: CAS-xxxxxx-xxxxxx
Dear Mr. Kennedy,
As the result of a processing error, the cheque you are expecting was not processed and mailed until November 24, 2017. We regret any inconvenience this may cause.
Please accept the enclosed promotional code valued at 10% with our apologies for this mishap. Please see below details of your promotional code.
We hope to have the opportunity to welcome you on board in the future.
Sincerely,
Customer Relations
Dear Mr. Kennedy,
As the result of a processing error, the cheque you are expecting was not processed and mailed until November 24, 2017. We regret any inconvenience this may cause.
Please accept the enclosed promotional code valued at 10% with our apologies for this mishap. Please see below details of your promotional code.
We hope to have the opportunity to welcome you on board in the future.
Sincerely,
Customer Relations
Dec 26, 2017, 8:56 am
#54
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,342
Getting Compensation for Denied Boarding - Don't Call the Airline! has a good summary a bit further down.
VDB amounts, in my experience, match those IDB amounts. Though I suspect if you have an auction going on (two people both trying to VDB), the numbers could be decreased.
If you're departing a different country, that country's regulations would also have an impact on the amounts.
Yup. Then I took a photo through the TD app and deposited it
Jun 28, 2018, 8:05 pm
#55
Join Date: Aug 2014
Location: YQB
Programs: AC SE
Posts: 2,139
I just boarded AC8730 after almost getting VDB’ed. Just before starting boarding, they called for 6 volunteers and offered 200$ (cheque, not AC funny money) to take a flight 1.5 hour later. Two volunteers came up. I went after that and tried negotiating that amount up but the GA couldn’t increase the amount. She then made a phone call and got the authorization to go up to 400$, after which I quickly volunteered. Three other people followed me.
I was pretty pleased with the situation but then after they had pretty much completed boarding, they called up several names of passengers that obviously didn’t show up. Eventually they gave us all new boarding passes as there ended up being enough seats for everyone.
What sucks a bit is that I ended up with 19F instead of 01D on a Q400.
Anyway, I thought the whole process was interesting though I am disappointed I wasn’t VDB’ed in the end.
I was pretty pleased with the situation but then after they had pretty much completed boarding, they called up several names of passengers that obviously didn’t show up. Eventually they gave us all new boarding passes as there ended up being enough seats for everyone.
What sucks a bit is that I ended up with 19F instead of 01D on a Q400.
Anyway, I thought the whole process was interesting though I am disappointed I wasn’t VDB’ed in the end.
Jun 28, 2018, 8:09 pm
#56
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
I've had successes and failures (mostly failures, so at least I got onto my original flight), but next time you volunteer for VDB, be adamant about not having your seat changed if you VDB fail.
Jun 29, 2018, 12:05 am
#57
Suspended
Join Date: Nov 2007
Location: YVR
Programs: Air Canada Super Elite 2+ Million Miles
Posts: 2,478
this is exactly why Denied Boarding protocols must be carefully regulated by CTA to avoid folks gaming the system.
If pay-out higher than fare, then folks turn this into a business venture, using on-line tools to determine which flights are likely to be overbooked and plan accordingly.
If folks do NOT believe this will happen, jasdou here expresses dissatisfaction that the planned itinerary was NOT in fact interrupted...incredible...
If pay-out higher than fare, then folks turn this into a business venture, using on-line tools to determine which flights are likely to be overbooked and plan accordingly.
If folks do NOT believe this will happen, jasdou here expresses dissatisfaction that the planned itinerary was NOT in fact interrupted...incredible...
Jun 29, 2018, 1:44 am
#58
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
Programs: AC SE MM, BA Gold, SQ Silver, Bonvoy Tit LTG, Hyatt Glob, HH Diamond
Posts: 44,342
this is exactly why Denied Boarding protocols must be carefully regulated by CTA to avoid folks gaming the system.
If pay-out higher than fare, then folks turn this into a business venture, using on-line tools to determine which flights are likely to be overbooked and plan accordingly.
If folks do NOT believe this will happen, jasdou here expresses dissatisfaction that the planned itinerary was NOT in fact interrupted...incredible...
If pay-out higher than fare, then folks turn this into a business venture, using on-line tools to determine which flights are likely to be overbooked and plan accordingly.
If folks do NOT believe this will happen, jasdou here expresses dissatisfaction that the planned itinerary was NOT in fact interrupted...incredible...
I want to take AC 739. It has pods. It gets me home by 10pm.
But for $200, I'll gladly take 759. No pods, and I'm not home until midnight, but I'll sacrifice that for $200.
It's the same price to book, so I'm not picking a cheaper flight. I'm picking the best flight, assuming there will be no oversell.
But you can bet your butt I'm going to be the first one at the counter when they announce an oversell on 739, and if they make that announcement and I am unable to secure a VDB payout, I will also be disappointed.
I'm not gaming the system, and my emotions are not "incredible".
The only thing incredible is your attitude about airline business practices.
Last edited by canadiancow; Jun 29, 2018 at 10:30 am Reason: Added a missing word
Jun 29, 2018, 4:00 am
#59
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
this is exactly why Denied Boarding protocols must be carefully regulated by CTA to avoid folks gaming the system.
If pay-out higher than fare, then folks turn this into a business venture, using on-line tools to determine which flights are likely to be overbooked and plan accordingly.
If folks do NOT believe this will happen, jasdou here expresses dissatisfaction that the planned itinerary was NOT in fact interrupted...incredible...
If pay-out higher than fare, then folks turn this into a business venture, using on-line tools to determine which flights are likely to be overbooked and plan accordingly.
If folks do NOT believe this will happen, jasdou here expresses dissatisfaction that the planned itinerary was NOT in fact interrupted...incredible...
I don't believe at all that @jasdou is an AC VDB gamer. S/he was merely posting their raw thoughts on their first experience... nothing more, nothing less, IMHO.
Jun 29, 2018, 6:20 am
#60
Join Date: Aug 2014
Location: YQB
Programs: AC SE
Posts: 2,139
this is exactly why Denied Boarding protocols must be carefully regulated by CTA to avoid folks gaming the system.
If pay-out higher than fare, then folks turn this into a business venture, using on-line tools to determine which flights are likely to be overbooked and plan accordingly.
If folks do NOT believe this will happen, jasdou here expresses dissatisfaction that the planned itinerary was NOT in fact interrupted...incredible...
If pay-out higher than fare, then folks turn this into a business venture, using on-line tools to determine which flights are likely to be overbooked and plan accordingly.
If folks do NOT believe this will happen, jasdou here expresses dissatisfaction that the planned itinerary was NOT in fact interrupted...incredible...
Seriously, the whole overbooking/IDB/VDB situation is caused by airlines, not by passengers. By volunteering to switch to a later flight when my schedule allows it, I am helping a fellow passenger get where he needs to be when he needs to be and am helping the airline that overbooked the flight solve the situation to everyone's satisfaction without resorting to IDB, which would certainly be more painful for everyone involved.
By the time I was offered VDB compensation, my itinerary had ALREADY been disrupted and I was getting home several hours later than initially planned. I didn't mind a few more hours of delays but to other people, that may have mattered. Hence why I was happy to offer my seat and bag 400$ along the way. Am I disappointed that I ended up not getting the money? Of course. Am I dissatisfied that AC got me home eventually? Of course not. The main irritant here was really the loss of my preferred seat. By offering my seat up and trying to help AC, I ended up in a worse situation than I already was, which is the part that AC should try to address.
Thanks @canadiancow and @yyznomad, I think you both got my point!