Because of easyJet overbooking, my son was unable to get to Malaga to babysit while we attended a wedding. He had checked in online and had a boarding pass and seat number but was not allowed to board. The same happened to my wife a few months ago and easyJet freely admitted it overbooks in case people don’t turn up. GJ, Malaga, Spain
Your family has been unusually unlucky. Airlines overbook to shield against losses if passengers don’t turn up. If, as a result, too many passengers do turn up, the airline must first ask for volunteers to move to a later flight in return for compensation.
If no one comes forward, they are allowed to deny boarding to random passengers. As well as a refund or an alternative flight, these unfortunates are entitled to between ¤125 and ¤600 in immediate compensation, depending on the distance they were due to fly, so long as they were departing from, or landing at, an EU airport.
EasyJet explains that around 5% of passengers fail to show, but it overbooks by an average of 1% which is one to two passengers per flight, so denied boarding is rare. In your son’s case he was transferred to a flight the following day and given ¤400, but obviously since he missed the purpose of his trip that’s small consolation.
Minimise the risk by arriving at the airport as early as possible since it’s the last in the queue who are bumped off.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
