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Denied boarding

If you are not let on a flight you were booked and ready for.

Denied boarding means an airline does not let you board a flight you hold a confirmed booking for, although you checked in and reached the gate in time. EU Regulation 261/2004 sets your rights, on every Northly flight.

Northly does not overbook

Every seat on a Northly flight is sold once. Denied boarding can still happen, rarely: when an aircraft is swapped for a smaller one, or when a weight limit applies on the day. Then the rules below apply.

Volunteers come first

Before refusing anyone, the airline must ask for volunteers to give up their seat in return for benefits agreed with them. A volunteer also chooses between a refund and another flight.

If you are refused boarding against your will

You are owed, per passenger:

  • Compensation, at the same amounts as for a cancellation: EUR 250 for flights up to 1,500 km and EUR 400 for longer Northly flights. It is halved if you are rerouted and arrive within 2 or 3 hours of the original arrival time, for those two distances. See Compensation under EU261.
  • A choice between a refund of the unused flight and another flight to your destination.
  • Care while you wait: meals, and a hotel with transport if you are kept overnight. See If your flight is delayed.

When it is not denied boarding

These are not denied boarding under the regulation, and carry none of the rights above:

  • Reaching the gate after it closed, 30 minutes before departure, or not checking in before check-in closed, 2 hours before departure. See Missed your flight.
  • Missing the travel documents a flight needs. See Travel documents for UK flights.
  • A reason of health, safety or security.
  • Appearing drunk. The crew may refuse boarding to anyone who appears drunk.

What to do

  1. At the gate, the airline must give you a written notice of your rights. Keep it.
  2. Write to claims@flynorthly.com with your booking reference and the flight. A colleague handles every denied boarding claim.
  3. We decide within 14 days of having everything we need and pay within 7 days of approval.

Contact us

Write to the Northly Help chat, when it is open on this site, email support@flynorthly.com or call +47 21 00 61 00. The chat answers at any hour, in English, Norwegian, Swedish or Danish. Colleagues are on duty 06:00 to 23:00 Oslo time, every day of the year.

Northly is a fictional airline created for product demonstrations.

Need a person?

06:00 to 23:00 Oslo time, every day of the year.