Travel agents are reporting a growing number of flight downgrades, saying that although airlines offer compensation, lengthy and complex claim procedures often result in travellers losing out.
Airlines are known to overbook flights to account for potential no-shows. When all passengers do arrive, those booking in higher cabin classes can be bumped down – sometimes from business to economy – if their original cabin is full.
What the law says
Some countries require airlines to compensate passengers that have been downgraded. For example, the EU and UK require airlines to reimburse:
- 30% of the ticket price for flights of 1 500km or less;
- 50% of the ticket price for all flights within the EU of more than 1 500km, and all other flights between 1 500km and 3 500km;
- 75 % of the ticket price for all other flights.
The US Department of Transport states: “If a passenger is downgraded from a higher class of seating to a lower class, the passenger is entitled to a refund for the difference in price.”
However, downgrading is still a major issue according to Mahomed Aadil Carrim, MD of MAC’s Travel. “You can’t get what you paid for. Some clients book their business and premium economy seats six to eight months in advance to benefit from cheaper fares.” He has had four cases this year of passengers being downgraded due to overbooking.
Complex claims
Despite the compensation requirements, passengers are often not reimbursed due to complex processes, according to Melanie Tucker from Mel Tucker Travel. “Clients are simply not getting compensated because the airlines make the online process for claiming very drawn out and clients simply give up.”
In some cases, clients are not even aware that they can claim compensation. “Generally, airlines offer the EU compulsory compensation. Clients do not know about this. If we do not assist or tell the clients about the claim option, we feel the client will not claim,” said an agent who wished to remain anonymous.
The agent said a client who booked premium economy for travel in September/October and was downgraded to economy was still waiting for their reimbursement. “He was given a letter stating he is entitled to 75% of the fare. To date we have not heard back from the airline.”
Limited recourse
Carrim and Tucker both feel that there is not much agents can do to assist clients that have already been downgraded.
“There is not much we can do as agents, especially if this happens abroad. We ask the clients to make a noise at the airport with the hope it gets resolved. Airlines want to refund the difference between higher and lower classes, however there is always a loss for the client in this,” said Carrim.
The anonymous agent said that agents should not actually be involved with the downgrade process. “This is an airline overbooking situation. The airlines need to better organise their booking system to stop the overbooking of flights.”
According to Carrim the best way to avoid being downgraded is to pay for pre-seating and do online check in. “Basically, a paid ticket is not good enough any longer. These tickets are expensive as it is and now they are forcing you to pay extra for seating.”
