Customer Care
Overbooking
In the airline industry, carriers overbook flights. This is calculated based on the passenger statistics from the previous year. It is necessary since passengers make bookings, are ticketed, yet on the day of departure do not show, causing the aircraft to depart with an empty seat. The overbooking level is generally equal to the no-show passengers, and all who have presented themselves to travel are accommodated. On occasions, all booked passengers show causing the airline to deny boarding to confirmed passengers.
If the flight is overbooked, no one will be denied a seat until airline personnel first ask for volunteers willing to give up their reservation in exchange for compensation. If there are not enough volunteers the airline will deny boarding to other persons in accordance with its particular boarding priority. With few exceptions, it may become necessary to deny boarding involuntarily. It must be explained that in either case, compensation is given in the form of a Transportation Voucher (which can be used for future travel) and passengers are accommodated on the next available flight. In order to be eligible for such compensation, customers must have presented themselves at the airport for check-in at least one (1) hour before the closure of check-in for our international flight. In all cases, transportation will be provided to and from the airport. Hotel accommodation will be provided to non-resident passengers only.
