Passenger’s Rights and Obligations

The air carrier shall exert all necessary efforts to minimize denial of boarding due to overbooking.

The air carrier shall upgrade the passenger to the higher class without any additional payments when alternative seats are available on the same flight.

The provisions related to Downgrading specified in Article Fourteen of the Regulations shall apply when an alternative seat is available in a class that is below the class reserved by the passenger when the passenger agrees to downgrade to that seat.

The air carrier may request volunteers to relinquish their seats in exchange for an offer of compensation by the air carrier.

When a passenger is denied boarding due to overbooking, the air carrier must act as follows:

1. Provide the passenger with clear information in writing, and provide the necessary care and support in this regard.
2. Give the passenger the right to choose between travelling on a different flight operated by the same air carrier, or to travel with another air carrier. The difference in cost, if any, shall be borne by the air carrier.

In the event that a passenger who is denied boarding accepts an alternative flight, the time period between the flight on which he/she was denied boarding and the alternative flight shall be dealt with in accordance with the provisions for Flight Delays stipulated in the Regulations.

The passenger has the right to reject the denial of boarding and terminate the contract. In such cases, the air carrier shall refund the ticket value for the unused part of the flight, as well as compensate the passenger with the equivalent of (200%) of that value.

The air carrier shall be relieved from compensating the passengers in cases of denial of boarding in case the air carrier is able to provide the passenger with an alternative flight within two hours from the original departure time.

The following segments are excluded from denial of boarding:

1. Persons with disability.
2. Special Needs Passengers.
3. First-degree relatives, in addition to the accompanying domestic workers.
4. Unaccompanied minors.
5. Travel groups.