If a passenger is denied boarding, they have the right to request a new ticket or a full reimbursement. This can occur when the Passenger Name List (PNL) has not been properly transferred to the carrier that refuses to board the passenger.

Two situations can arise:

1. The passenger is at the airport, and their flight has not taken off:

In this case, we will contact the passenger on their emergency support number to notify them and ask them to resolve the issue with the carrier as soon as possible so that they can catch their flight.

1. The passenger has missed their flight:

In this case, we will ask you to offer a replacement flight ticket to the passenger. The passenger can choose between this new ticket or the reimbursement of their previous ticket. Once their choice is made, we will confirm the new purchase or the reimbursement with you. Under no condition will CitizenPlane cover these expenses.

If a passenger declares that they were denied boarding and had to buy a replacement ticket themselves due to the urgent situation, they can ask for a reimbursement of their initial ticket. We will ask you to check with the carrier within 48 hours to confirm that the passenger was indeed denied boarding.

If this is confirmed, we will refund the cost of the old or new ticket and invoice you for the same.