If a passenger is denied boarding, he is entitled to ask between a new ticket or full reimbursement. That may be the case when the PNL has not been transferred properly to the carrier, who therefore refuses boarding the passenger.
Two situations can then arise:
1. The passenger is at the airport and his/her flight has not taken off:
We will contact you on your emergency support number to notify you and we will ask you to solve the solution with the carrier as soon as possible, so that the passenger can catch his/her flight.
2. The passenger has missed his/her flight:
We will systematically ask you to offer a replacement flight ticket to the passenger. The passenger will have the choice between this new ticket or the reimbursement of his previous ticket. Once his 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 he/she was Denied and had to buy a replacement ticket by himself because of the urgent situation, he will then ask for reimbursement of his initial ticket. We will ask you to check with the carrier that he was indeed denied boarding, within 3 days. If what he/she said was true, we will then be forced to reimburse the passenger and not to wire you the corresponding amount of money.