How to Claim Compensation for an Overbooked Flight in Colombia

Passengers involuntarily denied boarding due to overbooking on flights departing from Colombia can claim compensation and assistance under Reglamentos Aeronáuticos de Colombia (RAC 3, Numeral 3.10), administered by Aerocivil. This regulation requires airlines to provide rebooking options and a percentage of the ticket value as compensation for the affected segment when the denial is attributable to the carrier, as further referenced in Decisión 619 Article 6.

Start by contacting the airline in writing with evidence of the denial, such as the boarding denial notice, ticket details, and flight information. Airlines must respond to claims. If unresolved, escalate to the Superintendencia de Industria y Comercio (SIC), Aerocivil, or Superintendencia de Transporte.

Compensation is calculated as a minimum percentage of the unfulfilled segment's value--sources reference ranges like 25% or 30%, potentially reducible by 50% if rebooked promptly to minimize delay. Assistance for resulting delays follows RAC 3 Numeral 3.10 thresholds. These rules apply to domestic and international flights from Colombia, distinct from other jurisdictions.

What Colombian Rules Govern Overbooked Flight Compensation

RAC 3 Numeral 3.10 sets the requirements for denied boarding compensation and assistance in Colombia, mandating airlines to offer rebooking and pay a percentage of the ticket value for the denied segment. Decisión 619 Article 6 addresses rights when denial is due to the carrier. Colombia has aligned with and improved upon these frameworks, including higher compensation percentages and stricter assistance timelines for delays.

Aerocivil oversees enforcement. Secondary explanations, such as those on consumoteca.com.co, reference minimums around 25-30% of the segment value, with reductions possible for timely re-accommodation.

What Does Not Apply to Overbooked Flights in Colombia

EU Regulation 261/2004, with its fixed euro compensation amounts, does not govern flights from Colombia. US Department of Transportation rules on involuntary bumping also do not apply. Credit card chargebacks or merchant refund processes operate separately and do not replace or override Aerocivil requirements under RAC 3. Airline policies must comply with these Colombian aviation regulations, not supplant them.

Steps to Claim Your Compensation

  1. Gather evidence immediately: boarding denial notice, ticket receipt, flight details, and any airline communications.

  2. Submit a written claim to the airline via their customer service portal, email, or registered mail, detailing the incident and referencing RAC 3 Numeral 3.10. Include your demand for compensation and assistance.

  3. Await response: Airlines must reply to claims.

  4. Escalate if needed: File with SIC for consumer protection enforcement, Aerocivil for aviation-specific complaints, or Superintendencia de Transporte. Provide all prior correspondence and evidence.

Compare any airline offer to RAC 3 minimums before accepting.

Key Limits and Exceptions in Denied Boarding Claims

Compensation ties to the ticket value for the denied segment, not fixed amounts, with sources noting potential 50% reductions for prompt rebooking. Airlines bear no liability if denial results from safety issues, invalid documents, or passenger non-compliance. Overbooking is permitted under regulation but must not exceed controlled limits to cover no-shows. Assistance escalates based on delay duration from the original departure time, per RAC 3 Numeral 3.10.

FAQ

Does overbooking entitle me to compensation under Colombian rules?

Yes, if involuntary denial of boarding is attributable to the airline under RAC 3 Numeral 3.10, compensation and assistance apply.

What is the compensation amount for denied boarding in Colombia?

A minimum percentage of the affected segment's value, with secondary sources citing ranges like 25-30%, potentially reduced by 50% for timely re-accommodation.

How long do I have to file a claim with the airline?

Submit promptly after the incident.

What if the airline denies my claim or doesn't respond?

Escalate to SIC, Aerocivil, or Superintendencia de Transporte with your evidence and airline correspondence.

Do credit card chargebacks work for overbooked flight compensation?

Chargebacks are a separate card network process and do not fulfill or replace obligations under RAC 3.

Can I claim if my flight was international but departed from Colombia?

Yes, RAC 3 Numeral 3.10 applies to flights departing from Colombia, domestic or international.

Document everything and reference RAC 3 Numeral 3.10 in communications. Check Aerocivil's site for updates or file via official portals.