Published by Flight HelpPage revision published

What should happen before a carrier selects passengers for denied boarding under the APPR’s controlled-event rules?

The reviewed APPR sets a process for seeking volunteers and, when selection remains necessary, prioritizing specified passengers. A negotiated volunteer benefit must be confirmed in writing before departure. Tell staff about a relevant priority category rather than assuming the reservation system has recognized it.

Traveler organizing trip records and next steps after a flight disruption

What this answer depends on

  • Travel within the applicable APPR scope, including the ticketed journey and the event-specific conditions. The consolidated source displays current-through 2026-07-21; check for later changes.
  • For the applicable controlled-event branches, the carrier must seek volunteers before denying boarding and must confirm an accepted volunteer benefit in writing before the flight departs.
  • The boarding-priority order includes unaccompanied minors, passengers with disabilities and their specified support, travelers with family members, and passengers previously denied boarding on the same ticket.
  • The carrier must not deny boarding to a passenger already onboard unless required for safety.

Important exceptions

  • These process rules apply through the specified APPR branches and should not be extended uncritically to every safety or documentation refusal. Priority does not mean a guarantee that no operational problem can ever affect the passenger. Accessibility obligations can also exist outside the APPR.

What to do next

  1. Ask whether the airline is seeking volunteers or has decided on involuntary selection. Keep the distinction clear when discussing replacement travel.

  2. If volunteering, obtain the exact benefit and replacement arrangement in writing before the original flight leaves. Check whether the benefit is money, credit or another product and what restrictions apply.

  3. If a priority category applies, explain it calmly to staff and identify linked family or support bookings. Provide only the information needed for the boarding decision.

  4. If denied boarding despite a relevant priority, ask for a written explanation and the replacement itinerary. Preserve the facts without resisting crew or safety instructions.

  5. Have the booking, relevant family or support relationship, earlier same-ticket denial if any, volunteer offer, written acceptance and the eventual boarding or rebooking record.

More booking questions

Is a verbal voucher promise enough?

Ask for the written benefit confirmation required before departure.

Checked againstAir Passenger Protection Regulations, SOR/2019-150

Should I assume the airline knows my priority category?

Raise it with staff and make sure linked travelers are identified in the record.

Checked againstAir Passenger Protection Regulations, SOR/2019-150

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