An airline may prevent a passenger from boarding the aircraft (most commonly if a flight is overbooked). However, this does not exonerate the airline from providing a remedy to inconvenienced passengers.

When a flight is overbooked, the airline must call on volunteers to give up their seats to other passengers. If volunteers come forward, they are entitled to a sum of money or other benefits to be agreed. They also have the right to choose between an alternative flight or a ticket refund.

The airline may refuse to board passengers if an insufficient number of volunteers come forward. It is obliged, nevertheless, to offer refused passengers an alternative flight or refund of the unused portion of their ticket. The airline must also offer passengers compensation for their inconvenience.

Luggage

• In the case of damaged luggage, the person entitled to delivery must complain in writing to the carrier as soon as possible after the discovery of the damage, and, at the latest, within seven days.

• In the case of delayed luggage, the complaint must be made in writing at the latest within 21 days. If you need to buy essential items, such as toiletries, while waiting for your luggage to be retrieved, it is important to retain all receipts of your purchases to claim any expenses you have incurred.

• In the case of lost luggage, if your checked luggage has not arrived within 21 days after your notice, or the carrier has admitted that your luggage was lost, you are entitled to compensation of the value of the suitcase.

You must put forward your complaint within a week after your baggage has been declared lost.

Always compile a Property Irregularity Report at the airport.

Rights of passengers with reduced mobility will be tackled next week.

This information was provided by the European Consumer Centre Malta.