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Airline Consumer Protections: Information on Airlines' Denied Boarding Practices

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Report Type Reports and Testimonies
Report Date Dec. 10, 2019
Release Date Dec. 10, 2019
Report No. GAO-20-191
Summary:

Airlines sometimes overbook flights, which can mean they have to deny boarding to some passengers. Generally, fewer passengers have been denied boarding in recent years, with less than 1% of passengers affected.

Passengers may volunteer to give up a seat in exchange for some benefit from the airline, like a travel voucher.

Passengers who don’t volunteer and are denied boarding anyway—involuntarily denied boarding or “bumped”—can face travel disruptions and significant costs. While some of these passengers may be eligible for compensation, we found that the percentage of passengers receiving such compensation has declined in recent years.

Fewer Passengers Have Been Denied Boarding Between 2012-2018.

Graph showing decline from 2012 to 2018

Graph showing decline from 2012 to 2018

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