Denied Boarding Procedure
- All compensation payments should be made in the form of a refundable voucher (EMD type xxxxx).
- For partial ticket refunds, these should be calculated as 50% of original ticket price (including all taxes). Refund calculation methodology where one-way fare is deducted from total fare value should not be used.
- To avoid excessive compensation amounts, priority for DNB should be given to guests traveling to/from MCT. Denied boarding of transit passengers should be avoided wherever possible.
- Meal/refreshments and hotel accommodation should be provided where applicable, as per the Flight Disruption Manual.
- IRF must be completed and passenger’s signature obtained.
If:
- No alternative flight is available, or
- The guest opts not to travel and terminates the contract:
| Distance Category | Ticket Status | Compensation |
|---|---|---|
| < 1,500 km (Category A) | Fully unused | Full refund + compensation equal to ticket price |
| Partially used | Refund unutilized portion + 50% of original ticket price | |
| 1,500 – 3,500 km (Category B) | Any | Compensation of OMR 173 or local currency equivalent |
| > 3,500 km (Category C) | Any | Compensation of OMR 260 or local currency equivalent |
If:
- Alternative flight is offered:
- Within 2 hours: No compensation
- Between 2–6 hours:
- Fully unused: Compensation equal to ticket price
- Partially used: Compensation = 50% of original ticket value
- After 6 hours: OMR 108 or equivalent
Flight Distance Examples:
- < 1,500 km: BAH, DOH, DXB, DMM, KHS, KHI, RUH, SLL
- 1,500–3,500 km: AMM, BOM, BLR, CAI, CMB, DEL, GOX, HYD, ISB, IST, JED, LHE, MAA, MED, TRV, MLE, etc.
- > 3,500 km: BKK, KUL, CGK, MNL, CAN, CDG, LHR, MUC, MXP, ZRH, FRA, DAR, ZNZ, HKT, SVO
Applicable to:
- All passengers departing from MCT, SLL, or KHS
- All others unless local regulations apply at point of departure
Downgrade Procedure
- Downgrades should be actively avoided wherever possible.
- When unavoidable, priority for downgrade should be given to guests traveling to/from MCT. Transit passengers should not be downgraded wherever possible.
- Compensation is paid as a refundable voucher (EMD type xxxxx).
Examples & Compensation:
| Ticket Type | Downgrade Scenario | Compensation |
|---|---|---|
| 1-sector one-way (e.g. MCT–DXB) | Downgrade on 1 sector | Difference between original ticket and equivalent L class + 50% of the difference |
| 2-sector one-way (e.g. COK–MCT–DXB) | Downgrade on 1 sector | Difference between original ticket and L class for whole itinerary + 50% |
| 2-sector return (e.g. MCT–DXB–MCT) | Downgrade on 1 sector | 50% of original ticket vs. 50% of return L class fare + 50% |
| 4-sector return (e.g. COK–MCT–DXB–MCT–COK) | Downgrade on 1 sector | Same as above, applied to full itinerary |
Applicable to:
- All passengers departing from MCT, SLL, or KHS
- All others unless local departure regulations apply
