Denied Boarding

'Denied boarding' is a refusal to carry passengers on a flight, although they have confirmed reservation and have presented themselves for check-in or boarding on time and according to instructions given by the air carrier, tour operator or travel agent (if no time was indicated, not later than 45 minutes before the estimated time of departure of their flight).

This definition does not cover situations where there are reasonable grounds for air carrier or their representative to deny boarding of a passenger, such as reasons of health, safety or security, or inadequate travel documentation;