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73-630: The company's initial focus was Europe where it uses European Regulation No 261/2004 to seek to obtain compensation that a passenger is entitled to in the event of denied boarding, cancellation, or a long delay of flights. However, since 2020, AirHelp has broadened its service and also supports passengers with flights in the US, Canada, Brazil, Turkey and Asia. The company was founded by Henrik Zillmer, Nicolas Michaelsen and Greg Roodt in 2013. AirHelp utilises clauses of Regulation (EC) No. 261/2004 and other local Air Passenger Rights regulations, such as UK261 in

146-537: A shared hosting provider that does not oversell, a virtual private server or a dedicated server is a preferred option. In the transportation area, a company can increase the number of flights on routes, add more cars or carriages to a train, move to a larger ship or add ships or containers to a cargo transport. In the telecommunications industry, a common carrier may be able to solve an overbooking problem by adding bandwidth—by adding lines to an existing system, reconfiguring existing lines, upgrading existing lines to

219-460: A tip-up seat in a vestibule. Rail networks face less pressure in this than airlines, which cannot allow passengers to stand. Rail networks accordingly often do not have a centralised booking system; as passengers can stand, tickets can be sold from automated machines and clerks with no knowledge of how many people intend to board a train. In addition, rail networks have to deal with the unpredictable nature of season ticket holders, who have purchased

292-609: A (nearly) full vehicle on most runs, even if some customers miss the trip (tickets are often rebookable afterward). Such customers are called no-shows . If everyone shows up, at least in the case of airlines, the overbooking will cause an oversale . When a flight is oversold, the airline prevents some passengers from boarding, even though they have purchased a ticket. This is called "bumping". Airlines may ask for volunteers to give away their seats, or refuse boarding to certain passengers, in exchange for compensation that may include cash, an additional free ticket and/or an upgrade on

365-440: A claim in exchange for a fee, with a fee only being charged if the company is successful in obtaining compensation. Where an airline refuses to settle, AirHelp, together with its partners, can take legal action. On several occasions, these lawsuits have led to the courts to clarifying legal questions regarding passenger rights. To substantiate claims against airlines, AirHelp compiles information from multiple databases to verify

438-748: A dedicated service to a subscriber. Another way of saying this is that a good engineer designs the oversubscription in a way that makes the service appear to be a dedicated service for that customer. That means no dropped calls on your cell phone, no busy signals when dialing, and no failed downloads on the Internet (for example). G-PON and XG-PON access networks are typically oversubscribed, with typical load-factors of approaching 256:1, due its point-to-multipoint architecture. ISPs regularly sell more bandwidth or connectivity than they have. When Internet bandwidth becomes overused, all customers' service tends to be degraded without necessarily failing completely. In

511-448: A definition which differs from IATA's. Rail networks do not often overbook reserved seats. With many networks, including the UK and French systems, a contrast is offered between advance-purchase tickets, which do guarantee a (specific) seat and are therefore often non-refundable, and "walk-on" tickets purchased on the day of travel, which do not; these passengers may be forced to stand or take

584-582: A delay of over three hours. The Sturgeon ruling was reconfirmed in a ruling of the European Court of Justice on 23 October 2012 in Nelson v Deutsche Lufthansa AG and R (TUI Travel, British Airways, easyjet and IATA) v Civil Aviation Authority . In the case of Denise McDonagh v Ryanair Ltd (C-12/11), the Third Chamber of the European Court of Justice ruled that natural disasters such as

657-402: A firm to buy an advance-purchase ticket, with an assigned seat, on every service than to buy a single walk-on service at the point it is required. This tactic is often employed by firms in the oil and gas industry and subsequently trains to/from Aberdeen often have many assigned seats which are not claimed initially, resulting in standing passengers occupying them as soon as the train leaves and it

730-464: A fixed-wing aircraft , nor to flights from Gibraltar Airport . While Switzerland, Iceland and Norway are not members of the EU, the regulation does apply to flights to and from these countries as if they were member states under bilateral agreements. Before denying passengers boarding involuntarily, the airline is required to first seek volunteers to give up their reservation in return for whatever benefit

803-408: A flight is delayed by five hours, passengers are additionally entitled to abandon their journey and receive a refund for all unused tickets. They may also ask for a refund on tickets used already if the flight no longer serves any purpose in relation to their original travel plan, and, if relevant, a flight back to their original point of departure at the earliest opportunity. Flight delay is based on

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876-434: A hotel is overbooked resulting in no rooms remaining available, hotel management will often "walk" the customer to a neighboring hotel at an equal or complementary rate depending on the situation; hotels often maintain agreements with neighboring or competitor hotels for this purpose. Some hotels have specific company policies which determine which customers will be "walked" in order of priority. Often customers who belong to

949-553: A lack of transparency regarding its collaborations with travel agencies and openly stating that it treats flight disruptions as opportunities to attract partnerships. Depending on an airline, the claims process can take weeks, months and even years. AirHelp's has been criticised by users for its practice of emailing travelers monthly claiming that their request is on-track before abruptly announcing that their case has been closed unsuccessfully (after failing to reach an agreement with an airline or due to new evidence proving that an airline

1022-403: A later flight. They can do this and still make more money than if they booked only to the plane's capacity and had it take off with empty seats. As of 2018 , 351,904 passengers of the 17 major U.S. airlines were bumped annually, among them 10,938 involuntarily. This figure covers only flights originating in the U.S., including both domestic and international destinations. Overbooking is one of

1095-481: A notice at their check-in counters stating: Additionally, when an airline cancels a flight, denies a person boarding, or incurs a delay exceeding two hours to a flight, it is obliged to provide each passenger affected with a written notice setting out their rights under the regulation, and the contact details of the national body tasked with enforcing the regulation. In the case Wallentin-Hermann v Alitalia—Linee Aeree Italiane SpA (Case C-549/07) of 22 December 2008,

1168-540: A number of its practices. It has been criticised for offering its services in the first place, with some arguing that AirHelp and others make a business out of something that a traveler is entitled to for free. Airhelp has countered by pointing out how difficult airlines make it for passengers both to know their rights and to claim compensation. Although most passengers seem satisfied with AirHelp's services, some aviation authorities have warned that its success could lead to fare increases. The company has been criticized for

1241-413: A part of any potential reimbursements for unused tickets, trips in vain, additional transport costs, meals and accommodation. Airlines are not obliged to provide cash compensation in the case of extraordinary circumstances which could not have been avoided even if the airline took all reasonable precautions, according to Article 5, Paragraph 3. Rerouting or refunding is, at the passenger's choice, one of

1314-477: A right to make unlimited use of a route; these passengers may often be allowed to join any train but not guaranteed a seat. In some situations over-booking is actively encouraged by rail companies in order to inflate sales and therefore the importance/prominence of a particular line in government statistics. For example, a single journey from the Glasgow neighbourhood of Queen's Park, to Glasgow Central station in

1387-405: A steady production rate. Building for typical rather than peak demand is considerably less expensive, but a telephone company can experience problems when large numbers of callers attempt to use the system at the same time. This generally only happens in exceptional circumstances such as a disaster or national emergency, but can result in some calls not going through at all. The United States has

1460-469: A technical fault within an aircraft as a defence from a valid claim under the Regulation, "unless that problem stems from events which, by their nature or origin, are not inherent in the normal exercise of the activity of the air carrier concerned and are beyond its actual control". Various passenger rights groups reported the case and encouraged passengers to bring claims against airlines in the event of

1533-416: A ticket onto another carrier. The airline is also required to pay cash compensation as described below, unless one of the following conditions applies: The airline must also provide an explanation to passengers of alternative transport. The requirements for an entitlement to compensation and the specific amount owed depend on the length of a flight, whereas the relevant distance is determined according to

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1606-503: Is a regulation in EU law establishing common rules on compensation and assistance to passengers in the event of denied boarding, flight cancellations , or long delays of flights. It requires compensation of €250 to €600 depending on the flight distance for delays over of at least three hours, cancellations, or being denied boarding from overbooking . Delays shorter than three hours means no entitlement to any compensation of any kind even if

1679-550: Is denied boarding for reasons of health, safety and security, or inadequate documentation, the passenger may not be entitled to compensation or assistance. If a flight is cancelled, passengers are automatically entitled to their choice of Any ticket refund is the price paid for the flight(s) not used, plus the cost of flights already flown in cases where the cancellation has made those flights of no purpose. Where applicable, passengers are also entitled to refreshments, communication and accommodation as described below. Where re-routing

1752-468: Is discouraging consumers from buying services they do not actually intend to use. This can be done by making reservations non-refundable, a common practice among low-cost carriers and railways, or requiring customers wishing to cancel their right to a service to pay a termination fee . An airline , rail or shipping company may book more customers onto an aircraft , train or cruise ship than can actually be accommodated. This allows them to have

1825-410: Is established they are in fact empty. During times of high demand, hotels also practice overbooking and apply similar procedures to that of the airlines, in which a service equal to or greater than that which was booked must be provided to the customer. Most states have laws requiring accommodation to be provided at an alternate hotel, referred to in hotel terminology as a "walk in". In the event that

1898-399: Is negotiated between the airline and the volunteers. Irrespective of such negotiation, such volunteers are also entitled to reimbursement or rerouting. If insufficient volunteers are obtained, the airline may then proceed to involuntarily deny passengers the right to board their flight. All passengers so denied must be offered all three types of compensation and assistance. If the passenger

1971-532: Is not regulated. If volunteers are insufficient, airlines will then refuse some passengers the right to board. In such case, since 1968, Part 250 defines minimum compensation that must be paid. Passengers who fail to reconfirm do not receive this compensation. In 2007, Air Deccan , the Indian low-cost airline was found by Directorate General of Civil Aviation to overbook even when they weren't permitted to do so. They were accused of cheating passengers by tagging

2044-405: Is to another airport serving the same destination, the airline must pay for onward transport to the original airport or to a close by destination agreed with the passenger. These choices, and the entitlement to refreshments, etc., apply to all cancellations, regardless of whether the circumstances are extraordinary or not. It is unclear whether "the earliest opportunity" requires airlines to endorse

2117-810: The European Court of Justice in Luxembourg ruled on the interpretation of Article 5 of the regulation relating to cancellations, specifically paragraph 3 which states: An operating air carrier shall not be obliged to pay compensation in accordance with Article 7, if it can prove that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. The Court agreed with Wallentin-Hermann that any technical issues during aircraft maintenance don't constitute "extraordinary circumstances" that would allow airlines to avoid paying passengers compensation for canceled flights. This case therefore closed

2190-673: The Government Emergency Telecommunications Service and Nationwide Wireless Priority Service , and the United Kingdom (UK) has the Government Telephone Preference Scheme and ACCOLC , to allow official calls to go through reliably in emergencies. In a communications system in which multiple users share a common resource, oversubscription refers to the ratio of the allocated bandwidth per user to

2263-451: The great circle method. The Regulation differentiates between three types of flights: Note: In the rest of this article, types 1, 2 and 3 are used to refer to the above thresholds. Passengers are entitled to refreshments and communication if the expected delay of the arrival exceeds: Furthermore, if the flight is expected to depart on the day after the original scheduled departure time, passengers are entitled to accommodation. If

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2336-506: The web hosting industry, the term overselling describes a situation in which a company provides hosting plans that are unsustainable if every one of its customers uses the full extent of services advertised. The term is usually referred to the web space and bandwidth transfer allowance. A hosting company may offer unlimited space and unlimited bandwidth and restrict other metrics, such as CPU usage or inode limit. They may have onerous restrictions and one-sided contracts that let them cancel

2409-521: The United Kingdom, ANAC 400 in Brazil, air passenger protection regulations in Canada and Turkey, and Montreal Convention in US to help passengers obtain compensation. The eligibility of individual travelers is first determined through use of a web form or mobile app. The initial assessment is free. If Airhelp determines that a user is entitled to compensation, the user can commission the company to pursue

2482-511: The United crew member that he was a doctor who needed to see patients the following morning, prompting the airline to call security. As seen in videos filmed by other passengers, the man was forcefully pulled from his seat, knocked unconscious and had his bloodied, limp body dragged down the aisle to the exit. On April 11, United said that Flight 3411 was not overbooked, but rather sold out – contrary to their earlier statement, and

2555-436: The above amounts are payable if the passenger's actual arrival time exceeds the scheduled arrival of their originally booked flights, by two/three/four hours for type 1/2/3 flights respectively. But if rerouting only exceeds the arrival time by less than these thresholds, half of the specified amounts are payable as compensation. Said cash payments merely serve to compensate a traveller's inconvenience and do not replace or form

2628-548: The aircraft. Overbooking Overselling or overbooking is sale of a volatile good or service in excess of actual supply. Overselling is a common practice in the travel and hospitality sectors, in which it is expected that some people will cancel. The practice occurs as an intentional business strategy in which sellers expect that some buyers will not consume all of the resources they are entitled to, or that some buyers will cancel. The practice of overselling aims to ensure that 100% of available supply will be used, resulting in

2701-413: The airline to upgrade some passengers to otherwise unused seats while providing assurance to higher paying customers. In the EU since 2005, as of 2021 , Regulation 261/2004 requires airlines to first appeal for passengers to voluntarily release their seat, maybe by giving an offer of compensation but its amount is not regulated. If volunteers are insufficient, airlines will then refuse some passengers

2774-487: The case of Germanwings GmbH v. Ronny Henning (C-452/13), the Ninth Chamber of the European Court of Justice ruled that the concept of ‘arrival time’, which is used to determine the length of the delay to which passengers on a flight have been subject, refers to the time at which at least one of the doors of the aircraft is opened, the assumption being that, at that moment, the passengers are permitted to leave

2847-403: The case of a delay, the airline may withdraw or abrogate these entitlements if offering them would delay the flight further. If a passenger is placed in a higher class than that for which a ticket was purchased, the airline may not request any additional payment. If a passenger is placed in a lower class than that for which a ticket was purchased, the airline must refund 30/50/75% of the cost of

2920-533: The circumstances relating to the flight disruption. The company's also uses AI to check passengers' eligibility against the reason given by an airline to reject a claim, often weather conditions. Airlines then have to offer proof that a flight was disrupted due to weather. The company is reported to have four bots that assist with claims: "Herman", "Lara", "AgA" which reviews all initial claims, and "Docky" which automatically requests additional travel documentation from passengers. The company has faced criticism for

2993-416: The city centre is £2.10 while an off-peak return is £1.90. Ticket staff will therefore routinely issue return tickets even when passengers state they do not intend to return that day. As another example, advance-fare tickets from Aberdeen to or from Glasgow and Edinburgh can be purchased for as little as £5 while a walk-on ticket can be as much as £90. There are 16 services a day meaning it is £10 cheaper for

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3066-489: The compensation as set out in Article 7 for any delay in excess of three hours providing the air carrier cannot raise a defence of "extraordinary circumstances". "Articles 5, 6 and 7 of Regulation EC 261/2004 must be interpreted as meaning that passengers whose flights are delayed may be treated, for the purposes of the application of the right to compensation, as passengers whose flights are cancelled and they may thus rely on

3139-522: The concept of defining what is inside or outside of the "actual control of the air carrier" is not clear and is subject to litigation in many EU-states. Furthermore, in the joined cases of Sturgeon v Condor , and Bock v Air France (C-402/07 and C-432/07), the Fourth Chamber of the European Court of Justice held on 19 November 2009 that despite no express provision in the Regulation to compensate passengers for delay, passengers are now entitled to

3212-500: The confirmed tickets as no show for compensating the additional seats. The airline pocketed all the money made by overbooking, minus airport tax, without offering a later flight for overbooked customers. The passengers that arrive last, either on time or even a minute late, become the target. In 2011, Delta Air Lines began a practice in which they overbook some flights, using algorithms to determine how many seats to overbook based on historical data, and allow passengers checking in for

3285-527: The court affirmed in a statement. In its judgment, the Fourth Chamber of the Court of Justice held: Extraordinary circumstances” was not defined in the 2004 Regulation, but the phrase was to be interpreted narrowly since article 5(3) constituted a derogation from the principle, indicated in recitals 1 and 2 of the preamble, of protection of consumers, in as much as cancellation of flights caused serious inconvenience to passengers. However, what actually lies within

3358-752: The court's ruling, air carriers continued to have an obligation of care towards passengers under Art. 5 and 8 of the regulation during the week-long shutdown of European airspace, and this obligation does not have a temporal or monetary limit. In the case of Jet2 vs. Huzar , the English Court of Appeal ruled on 11 June 2014 that "ordinary technical problems that cause flight disruption, such as component failure and general wear and tear, should not be considered “extraordinary circumstances”". Therefore, general technical faults found during routine maintenance checks before departure will generally not be considered "extraordinary circumstances". On 4 September 2014, in

3431-401: The data for their reports. On the basis of their AirHelp score, Bloomberg News has reported on the best and worst airlines and airports in the world for the years 2018 and 2019. AirHelp rankings have also been used by a number of other media outlets, such as MSN and Forbes . Flight Compensation Regulation The Air Passengers Rights Regulation 2004 (Regulation (EC) No 261/2004)

3504-463: The delay on leaving the EU. There are three broad categories where airlines may be required to make payments or otherwise assist passengers, in cases of delays, flight changes/cancellations or denied boarding. If the requirements for a compensation are met, Article 7 of Regulation (EC) No 261/2004 obligates the operating carrier to offer each passenger a lump-sum payment of: Where a passenger has been rerouted due to cancellation or denied boarding,

3577-610: The delay was classified as non-extraordinary. Airlines must provide refreshments and accommodation where appropriate. The Court of Justice of the European Union has interpreted passenger rights strictly, so that there are virtually no exceptions for airlines to evade their obligations for breach of contract. It repealed Regulation (EEC) No 295/91, and went into effect on 17 February 2005. The regulation applies to any passenger: if that person: or unless It does not apply to helicopter flights, to any flight not operated by

3650-487: The distance of the affected flight divided by the total distance the passenger is entitled to travel. Taxes and charges that do not depend on the class of ticket purchased can be excluded from the calculation. Refunds and compensations payable under this regulation may be paid in cash , by electronic bank transfer , bank draft , or cheque . With the signed agreement of a passenger, they may also be paid in travel vouchers or other services. Airlines are obliged to display

3723-491: The distance of the flight. In October 2017, an EU Court of Appeal confirmed the UK CAA 's interpretation that the final destination must be included in the total delay. This means that, if the passenger misses a connection outside the EU and ends up with a delay longer than the times indicated above, even if the delay on the flight leaving the EU was less than the aforementioned times, the total delay will be used and not only

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3796-423: The download rates. The available upload bandwidth using DOCSIS 1.1 or 2.0 is lower. If 100 users allocated 1.75 Mbit/s of upload bandwidth share a single DOCSIS 1.1 upstream, the upload oversubscription ratio is 17:1. One article found a typical DOCSIS download oversubscription ratio to be 28.125:1, while a best case oversubscription may be 12:1. Oversubscription is not the same as overselling, provided that

3869-467: The eruption of the Icelandic volcano Eyjafjallajökull and the subsequent cloud of volcanic ash in 2010 , which shut down most European air traffic, do constitute "extraordinary circumstances" that release air carriers from the obligation to pay compensation, but that there is no such category as "super-extraordinary circumstances" that would release them from the obligation to provide care. According to

3942-497: The flight. Among the three major U.S. carriers, Delta had the highest rate of total bumped passengers (96 per 100,000 passengers vs. 95 on United Airlines and 50 on American Airlines ), but the lowest rate of involuntarily bumped passengers (3 per 100,000 vs. 5 on American and 11 on United). In the past some airlines, like JetBlue Airways , did not overbook as a policy that provides incentive and avoids customer disappointment. They were able to do this and remain profitable as

4015-410: The following three reimbursements: If a passenger's destination is an airport at a city with multiple airports and rerouting results in the passenger being taken to another of those airports, the airline must also pay for transport for the passenger to the original intended airport or an agreed nearby destination. When passengers become entitled to assistance, they must be offered, free of charge, In

4088-473: The guaranteed bandwidth per subscriber in this case is accomplished by dividing the maximum total bandwidth of 38 Mbit/s by 500, the maximum number of simultaneous users. The advertised peak bandwidth per user of 7 Mbit/s is 92 times the guaranteed bandwidth per user of 0.076 Mbit/s. In this example, the download oversubscription ratio is 92:1. A similar calculation can be performed using upstream bandwidths. Typically, advertised upload rates are 1/4

4161-524: The guaranteed bandwidth per user. Underlying the oversubscription model is the fact that statistically few users will attempt to utilize their allocated bandwidth simultaneously. Calculation and management of oversubscription ratios is common in the CATV industry . In a cable network utilizing DOCSIS 1.1 , for example, the full 38 Mbit/s download bandwidth is typically shared by some 500 subscribers, each of which may be allocated 7 Mbit/s. Calculating

4234-552: The highest tier level of the hotel's loyalty program or are considered a VIP guest will likely not be walked or would be the last to be walked in an extreme situation. Customers with third-party reservations that were not made directly with the hotel or first-time customers with a discounted rate may be at a higher risk of being walked. Both Airbus and Boeing are known to overbook their backlog of aircraft orders, and both use internal algorithms to estimate how many airlines will defer or cancel their aircraft orders, so as to maintain

4307-483: The hosting of anybody that puts a strain on their system or fully uses their claimed allotments. This practice usually incurs little ill-effect, since most customers do not use any substantial portion of their allocated share. If a customer has a small, low-traffic site serving static HTML pages, few resources will be used. If, however, a customer wishes to run a high-traffic, professional or business website, an oversold hosting account can be detrimental. In these cases,

4380-517: The large number of stranded passengers trying to board flights, many were far overbooked, resulting in Delta paying out unusually high-priced vouchers, with one group of three passengers being paid over $ 11,000 over a weekend of delays as a result of the overbooking. On April 9, 2017, the continued problems from overbooking received media coverage when a man was forcibly removed by law enforcement officers from an overbooked United Airlines flight . After

4453-424: The loophole which had allowed the airlines to abuse passengers by frivolous interpretation of "technical or extraordinary circumstances"; it further defined the phrase and limited its exploitation. The definition of "technical and/or extraordinary circumstances" by the Court now stands firm and solid: any carrier must prove that the alleged mechanical problem leading to the cancellation was "beyond its actual control",

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4526-543: The majority of their customers are tourists, instead of business fliers, and their tickets are non-refundable, thereby lowering the chances of passengers missing their flights. Since 2017 JetBlue again began overbooking flights. In early April 2017, severe weather on the East Coast of the United States caused many flight cancellations, with Delta having more than 3,200 cancellations in a five-day period. Due to

4599-509: The maximum return on investment . If more customers than the seller expects do wish to purchase or use the sold commodity, it may leave some customers lacking a service they expected to receive. Overbooking is regulated (though rarely prohibited) in many countries and industries, and companies that do practice it are often required or forced by market competition to offer large amounts of compensation to customers as an incentive for them to not take up their purchase. An alternative to overbooking

4672-460: The overbooked flight to state the value of travel vouchers they would be willing to accept in exchange for taking a later flight. The airline then selects the passengers who will be bumped to a later flight based on the lowest bids. According to the airline, the biggest cost saving from the practice is that it improves on-time flight departures, since gate attendants are not burdened with negotiating with passengers that are considering being bumped from

4745-409: The oversubscription ratio, for a given number of subscribers traffic, which is multiplexed over time, does not significantly impact performance. A significant impact to performance might be one in which the performance of the oversubscribed portion of the network is less than that of the end to end service that the subscriber is using. In other words, oversubscription works because not everyone uses it at

4818-413: The plane fully boarded, according to reports, the airline asked for four passengers to volunteer their seats in exchange for $ 800 vouchers so four United crew members could board. After no passengers on the flight voluntarily stepped forward, the airline announced that they would select four passengers at random to be removed from the overbooked flight. One of the men selected to be removed refused, telling

4891-448: The right to board, in which case Regulation 261/2004 sets out compensation requirements for airlines that deny boarding to passengers due to overbooking. Regulation 261/2004 does not mention the fate of passengers who failed to reconfirm and have been denied boarding. In the U.S. since 1978, as of 2021 , CFR Title 14 Part 250 requires airlines to first appeal for passengers to voluntarily release their seat. The amount of compensation

4964-499: The right to compensation laid down in Article 7 of the regulation where they suffer, on account of a flight delay, a loss of time equal to or in excess of three hours, that is, where they reach their final destination three hours or more after the arrival time originally scheduled by the air carrier." The fourth Chamber also ruled that under the definition of "extraordinary circumstances", technical faults within an aircraft should not be included and therefore an air carrier cannot rely on

5037-514: The same time. Oversubscription is the basis for all non-dedicated telecommunications services. Even if a subscriber had a dedicated access network, that network is still oversubscribed against many others with respect to Internet access for example. The same is true in telephony and in wireless. It is not economically practical, environmentally reasonable, or technically feasible to provide dedicated access for every service to every customer. A well-engineered oversubscribed service appears to function as

5110-478: The scheduled arrival time. This is defined as when the doors are opened on the plane and not when it lands. Although not set out in the text of the regulation, a series of court cases created a rule that in case of an arrival delay of more than 3 hours, passengers are entitled to cash compensation, unless the delay is caused by extraordinary circumstances. Unlike the entitlements to refreshments, communication, or accommodation, this 3-hour threshold does not scale with

5183-414: The tactics used by airlines to reduce their loss caused by no-shows ; other tactics include requiring all passengers to reconfirm , or charging no-show penalty fees. A few airline frequent flyer programs actually allow a customer the privilege of flying an already overbooked flight; another customer will be asked to leave. Often, only economy class is overbooked while higher classes are not, allowing

5256-540: The ticket for type 1/2/3 flights. For the purpose of this condition, flights to the French overseas departments are not considered to be within the European Union. In the 2016 ECJ case of Mennens v Emirates referred by the Düsseldorf District Court, it was ruled that where a ticket covered multiple flights and did not attribute the cost of each flight separately, the percentage refund was to be based on

5329-513: Was not at fault for the disruption), which has brought some discredit to the company. Each year since 2015, AirHelp has produced a global report of airport and airline rankings. The airports are ranked according to on-time performance (60%), service quality (20%) and food & shops (20%), while airlines are ranked to on-time performance, service quality and claim processing with each category weighted equally. AirHelp uses its own databases , commercial vendors and passenger surveys to compile

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