Avianca Overbooking: What Happens When You Are Denied Boarding
Did you get bumped off your Avianca flight, or are you hoping to learn about your rights before booking with Avianca? You’ve come to the right spot, as our experts have helped over 370,000 passengers with compensation claims. Avianca might bump you after overbooking its flight, but it owes you adequate compensation and support.
Despite operating with other airlines in the Americas using a code-sharing system, Avianca is the largest carrier in Colombia. The carrier served a record number of passengers in 2023 and became the world’s most punctual airline four times in a row. We don’t see the carrier bumping passengers frequently because of overbooking.
The UK aviation industry didn’t have a smooth 2023 as it experienced 34% disruptions, with 3.8 million passengers getting cancelled flights. Notwithstanding, we don’t expect Avianca overbooking to reach the point of getting a bad rep for involuntarily denied boarding. This guide will show you what to do if you ever get bumped on an Avianca flight.
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All you have to do is submit the application and wait for the compensation to be received.
What Denied Boarding is and Why Avianca May Opt for It
Denied boarding happens when a carrier stops you from boarding a flight even though you have a ticket or confirmed reservation. The boarding agent typically asks the affected passenger to wait while the carrier sorts out the disruption. Other times, the affected passenger may notice a change in the flight booking.
Zach Honig was not asked to wait when he was bumped from his 2018 Avianca flight. Instead, the carrier rebooked him on another flight.
Overbooking is a typical cause of involuntary denied boarding, but it is not the only one. However, it is one of the few reasons regulators make provisions for compensation to ensure affected passengers get to their destinations and receive adequate care while waiting for alternative transport.
An oversold flight occurs when more passengers buy tickets than the seating capacity. Carriers know when a flight is overbooked but often keep selling tickets to maximise revenue. They assume some passengers won’t show up.
Having dealt with thousands of bumped flight experiences, we can tell you there is no need to worry. Avianca kept its compensation promise to Zach Honig, and yours will be available if bumped. If that doesn’t happen automatically, our compensation experts will help you file your claims.
Getting bumped might disrupt your travel plans. However, carriers are required to reduce the impact as much as possible, including paying monetary compensation. We’ll discuss your rights and how much the EU/UK and US laws require carriers to pay affected passengers.
Regulations and Passenger Rights When Bumped off a Flight
Denying boarding because of ticket overselling is a last resort for airlines if they couldn’t find enough volunteers to give up their seats. Thankfully, the EU/UK and US laws protect passengers when the Avianca flights are oversold.
While carriers know their responsibilities, we recommend reminding them as soon as the incident occurs. That way, they will understand the urgency of getting you to your destination.
The compensation we talk about in this guide only applies if you are bumped from an overbooked flight. Getting bumped for other reasons may or may not warrant compensation. Contact our AirAdvisor experts to check your flight and confirm your eligibility.
Your passenger rights are as follows:
Involuntary Denied Boarding
Being denied boarding without your consent can be a nightmare. Still, you can get as much as £520 when flying from the UK or $1,550 when flying from the US if you are denied boarding as a result of an overbooked flight. This monetary compensation is part of the entire package that Avianca must provide if overbooking occurs and you can’t get a seat.
We’ve seen cases of passengers getting bumped involuntarily without compensation. Showing up after the boarding gate has closed is a typical reason. So, be sure to check in early and present yourself for boarding within Avianca’s allocated time. We recommend reviewing the carrier’s boarding policy to know when to check in and board the flight.
The EU/UK and US laws guarantee monetary compensation. However, they also guarantee your right to the following:
- Alternative flight: You don’t need to search for a new flight or spend your money on a new booking. Avianca will provide an alternative flight and inform you of the new travel schedule. Sometimes, you may receive a new electronic ticket for your new flight.
Avianca will maintain your seating class from your previous flight.
- Postponing your alternative flight: There’s no need to take the journey immediately if the timing no longer serves you. The law allows you to defer your travel date. However, your preferred date will depend on the flight and seat availability. We recommend speaking with Avianca’s booking agent to know the overbooking status of the new flight.
Note that the airline doesn’t have a choice when it comes to compensating you for a bumped flight. It is a requirement of the law. With that said, you are within your rights to demand it.
Voluntary Denied Boarding
Most carriers, like Wizz Air and Virgin Atlantic, have in-house programmes to identify or invite volunteers. Avianca has a similar approach, although it uses a third-party provider, Volantio. Both renewed their agreement in 2023 to drive revenue and help deal with oversold flights in a friendly manner.
The Volantio platform helps Avianca find passengers with flexible schedules willing to take alternative flights. While Volantio helps identify volunteers, they still have to negotiate with Avianca. You can accept the incentives or continue with your intended flight.
We can’t say what Avianca will offer until you receive it. However, the offer will most likely include the following:
- Alternative flight
- A refund of your unused ticket
- Tickets or vouchers
- Discounts for future flights
The alternative flight is guaranteed, although you can accept it or get a refund. The negotiations are totally up to you.
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AirAdvisor is happy to help with your claim, so you can avoid the stress of dealing with airlines and complicated laws.
Your Other Rights When Bumped
Sometimes, getting bumped brings minimal disruptions to your schedule. The alternative flight might be available immediately to take you to your destination within one hour of your original arrival time. Other times,you might have to wait hours for your alternative flight.
You have the right to care and support during your waiting period. With that in mind, here are your other rights when bumped:
- Refreshments and meals in relation to your waiting period
- Telephone calls or emails for communication
- Hotel accommodation and transport to and from the airport
These rights don’t stop you from catering to yourself if Avianca doesn’t provide them. Once done, you can contact our AirAdvisor compensation experts to file for reimbursement.
Avianca Overbooking: How Much the Carrier Owes You
If you are flying from the EU/UK, your involuntary denied boarding compensation is as follows:
Flight delay | Compensation |
Less than four hours from your original arrival time | £260 |
More than four hours from your original arrival time | £520 |
The above compensation applies to travel distances of more than 3,500 km. If you are flying from the US, the following compensation will apply:
Length of delay | Compensation |
One to four hours | Double of your one-way fare up to $775 |
More than four hours | Double of your one-way fare up to $1,550 |
Steps to Take when Avianca Bumps You
Take the following steps:
- Contact Avianca ground personnel to learn why you were denied boarding.
- Gather all your travel paperwork, including confirmation emails.
- Get the necessary details about your alternative flight and get ready to board.
- Contact an AirAdvisor expert before submitting your compensation claims.
Exceptions: When Avianca May Exclude You from Overbooked Flight Compensation
Knowing your rights when a carrier bumps you after overselling its flight is crucial. However, you should also know what can get you bumped without compensation. They include the following:
- Intoxication or acting under the influence of illegal drugs
- Interfering with the duties of the flight crew
- Engaging in unruly behaviour towards the crew and other passengers. An example is physically assaulting a passenger.
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Avianca Policy
Sometimes, an aircraft change for safety may result in a smaller seating capacity. While Avianca will still get an alternative flight for bumped passengers, it does not owe them compensation.
Getting downgraded to another class does not come with compensation. Instead, Avianca will pay the difference in ticket cost.
Expert Tips
- Note the hour difference between your arrival on the alternative flight and your original schedule.
- Collect receipts for all meals and refreshments while waiting for the alternative flight.
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Frequently Asked Questions
What happens if my alternative flight gets cancelled?
The carrier will provide compensation. You can refer to our flight cancellation guide. You will still be compensated.
How do I volunteer for denied boarding?
Avianca uses the Volantio service to identify volunteers. Once identified, the carrier will contact you.
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