Involuntary Change of Travel

Involuntary changes of travel (involuntary change of routing, carrier, class of services or type of fare) occur when a carrier:  

  • Cancels a flight.
  • Fails to operate a flight reasonably by schedule.
  • Fails to stop at the destined point of landing.
  • Is unable to provide previously confirmed space shown on the ticket.
  • It causes a passenger to miss a connecting flight on which he holds a reservation on the same or conjunction ticket Options.

In the case of an involuntary change of travel, the airlines shall:

  • Arrange for an involuntary refund.
  • Provide onward carriage with the least possible delay or inconvenience either
  1. On the same or another of its aircraft, or
  2. On any other suitable means of transportation (other carrier’s flight, train – 1st class/sleeping car at night, ship – 1st class/berths at night, bus).


The airline shall arrange an involuntary change of routing without any additional charge to a passenger. For onward carriage, confirmed reservation must be obtained. The appropriate flight coupons from a passenger’s ticket shall be used for onward carriage.  

If the sum of the fare, excess baggage charge or any applicable service charge for the new routing is higher than the refund value of the ticket or applicable portion thereof, the carrier shall require no additional charge or fare from the passenger (INVOL UP).   If the fare and charges for the new routing are lower, the carrier will refund the difference to the passenger (INVOL DOWN).

Hotel Accommodation

  • Only organized hotel accommodation is offered to passengers, including transportation to and from the airport.
  • Passengers making their arrangements for accommodation and transportation will not be entitled to any refund.
  • Hotel accommodation is offered in the hotels, which already have an agreement with Airlines or Handling Agent.
  • If there is no room available for the passengers, other hotels shall be contacted.
  • Ground transportation is performed by coach companies, which already have an agreement with Airlines or Handling Agent.

Involuntary change of routing of charter passengers to scheduled services.

Involuntary change of routing of charter passengers to scheduled services and is justified by the following circumstances: 

  • For reasons beyond its control, a carrier is unable to land at the airport provided in the charter agreement
  • A carrier is not able to provide previously confirmed space due to operational limitations beyond his control, including (but not limited to) weather conditions necessitating the offloading of a certain number of passengers
  • Mechanical failure en route which would result in a delay at least 24 hours
  • In such circumstances, the chartering carrier may re-route the passenger on the lowest class of the first available scheduled service.
  • The chartering carrier shall pay the applicable fare and charges of the carrying carrier for the class of service used.

In the foregoing circumstances, the chartering carrier may, during the period of delay, absorb essential passenger expenses resulting from the change of routing (hotel accommodation, meals and beverages, ground transportation, transit taxes and reasonable communication costs of the passenger because of the rerouting).   The carrier re-ticketing involuntary re-routed passengers shall enter the words INVOL RE-ROUTE in the Endorsements/Restrictions box. 

Denied boarding compensation


Denied Boarding Compensation (DBC) is defined as the amount of money (cash or credit) given to the passenger to compensate denied boarding of oversold flight. 

To qualify for DBC the passenger:  

  • Must have a valid ticket with a confirmed reservation for the particular flight shown on the ticket, and
  • Had presented himself for check-in within stipulated time limits.

Before denying boarding to any passenger, volunteers may be called not to board such flights. A passenger who accepts the denied boarding compensations does so as to the full settlement of any claims against the carrier.


Passengers who are denied boarding shall have the choice of: 

  • A full refund of the cost of the unused portion of the ticket, or

Re-routing to the final destination of the ticket presented at check-in by the first available Flight (s) or at a later date at the passenger’s convenience.

Involuntary Refunds

Passengers are entitled to the involuntary refund when the carrier: 

  • Cancels a flight.
  • Fails to operate a flight reasonably following schedule.
  • Fails to stop at the destined point of landing.
  • Is unable to provide previously confirmed space.
  • It causes a passenger to miss a connecting flight on which he holds a reservation.


  • If no portion of the ticket has been used, an amount equal to the fare paid – If a portion of a ticket has been used, the refund will be higher of:
  • The one-way fare (less applicable discounts and charges) from point of interruption to destination or point of next stopover, or
  • The difference between the fare paid and the fare for the carriage used. Interruption of travel caused by meteorological and other circumstances beyond carriers’ control and influence shall not be subject to involuntary refund procedure.

Liability to passengers in case of irregularities in the carriage

In the case that air travel does not commence within 2 hours after the scheduled departure time, a passenger may demand from the carrier in question to be transported to his destination either by the carrier’s or another carrier’s aircraft or by other means of transportation.

Within this period, a passenger may as well cancel his contract with the carrier (i.e. decide not to travel) and may claim his transportation cost to be refunded.

In the case that a passenger does not cancel his contract during the postponed flight departure, the Carrier shall absorb his basic expenses (refreshment, meal, hotel accommodation – for passengers not domiciled in the area of departure airport) for the first 24 hours.

The carrier is not liable to absorb the mentioned expenses if a flight is postponed for reason beyond its control, for safety reasons, for reasons of administrative authority’s acts, or reasons caused by a passenger.

Alternative carriage/transportation is deemed if alternative transportation is:  

  • Transportation on “Coach Companies” buses
  • Transportation performed by Airlines’ busses 
  • Transportation by inter-urban public means of transportation (train 1st class/sleeping car at night, ship – 1st class/*berth at night, bus) When alternative transportation is used, Airlines shall obtain confirmed reservations for passengers and render them all possible assistance.

Airlines do not absorb mentioned expenses in case the flight has been canceled for reasons beyond Airlines’ control.  

For detailed information about liabilities of Airlines to passengers consult also general Conditions of Carriage (Passenger and Baggage).