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Denied boarding manual
Passengers may not be boarded even if holding a confirmed reservation, and arrived at the check-in with the time previously indicated by the carrier.
This applies to departures from United States Airport, regardless of the nationality of the passenger holding confirmed reserved space or the underlying point-of-sale for the ticket. Volunteers and Boarding Priorities To appeal to volunteers: in the event of an oversold flight, the carrier shall request volunteers for denied boarding. A volunteer is a person who is willing to renounce to his/her reservation and is entitled to obtain compensation in TCV (Travel Credit Voucher), fixed and agreed with the Carrier. He/She also has the right to choose among:
- boarding on an alternative flight to the final destination at the same conditions of transport, as soon as possible; or
- alternative flight towards the final destination, at the same conditions of transport and on a day chosen by passenger, according to the seats availability.
If there are not enough volunteers, other passengers may be denied boarding involuntarily in accordance with the following boarding priority of Alitalia:
- Passengers with disability
- Unaccompanied minor
- Frequent-flyer passengers (Freccia Alata Plus, Freccia Alata, Ulisse, Elite Plus and Elite SKYTEAM)
- The fare paid by a passenger
Compensation for Involuntary Denied Boarding
Passengers are entitled of "denied boarding compensation" from the airline unless:
- have not fully complied with the airline’s ticketing, check-in and reconfirmation requirements, or you are not acceptable for transportation under the airline’s usual rules
- passenger is denied boarding because a flight is cancelled
- because a smaller capacity aircraft was substituted for safety or operational reason
- the airline is able to offer another flight or flights that are planned to reach your next stopover or final destination within one hour of the planned arrival time of your original flight
- if the carrier offers accommodation in a section of the aircraft other than specified on ticket at no extra charge (a passenger seated in a section for which a lower fare is charged must be give an appropriate refund).
Furnishing of Written Explanation
Passengers who are denied boarding involuntarily (regardless of the reason), must, immediately after the denied boarding occurs, be provided with a written statement explaining the terms, conditions, and limitations of denied boarding compensation, and describing the carriers' boarding priority rules and criteria.
Amount of Denied Boarding Compensation
- No compensation is required if the carrier offers alternate transportation that is planned to arrive at the airport of the passenger’s final destination or first stopover not later than one our after the planned arrival time of the passenger’s original flight.
- Compensation shall be 200% of the one-way fare to the passenger’s destination or first stopover with a maximum of $650, if the carrier offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover more than one hour but not less than four hour after the planned arrival time of the passenger’s original flight; Compensation shall be 400% of the one way fare to the passenger’s final destination or first stopover, with a maximum of $1300 if the carrier does not offer alternate transportation that is planned to arrive at the airport of passenger’s final destination or first stopover less than four hours after the planned arrival time of the passenger’s original flight.
- Passengers holding "zero fare tickets," e.g., passengers travelling on frequent flyer award tickets, who are denied boarding involuntarily shall be entitled to compensation if they meet all the other criteria contained in this document. The fare paid by these passengers for purposes of calculating denied boarding compensation shall be the lowest fare charged for a ticket in the same class of service on that flight.
- Passengers denied boarding involuntarily who are entitled to denied boarding compensation may elect to receive a TCV instead of cash/check payment, provided: (1) the value of the TCV offered, excluding any fees or other mandatory charges applicable for using the TCV, is equal to or greater than the cash/check payment otherwise required; (2) the airline fully informs the passenger of the amount of cash/check compensation that would otherwise be due and that the passenger may decline the transportation benefit and receive the cash/check payment; and (3) the airline fully discloses all material restrictions, including but not limited to, administrative fees, advance purchase or capacity restrictions, and blackout dates applicable to the offer, on the use of such free or reduced rate transportation before the passenger decides to give up the cash/check payment in exchange for such transportation.
- In the event that airport personnel orally advises involuntarily bumped passengers that they are entitled to receive a TCV as denied boarding compensation, personnel must also orally advise the passengers of any material restrictions or conditions applicable to the free or discounted transportation and that they are entitled to choose a check instead (or cash if that option is offered by the airline).