On domestic flights, there may be rare cases where an airline has oversold seats and there simply is no capacity, he adds. However, airlines can usually find a solution if this happens by asking volunteers to change their flight in exchange for compensation.
When do passengers find out about the sales?
Most of the time, discounts will occur shortly before the flight, only when airlines have exhausted all their options. For example, if a maintenance issue with inoperable seats takes longer or is more extensive than originally anticipated, “it makes more sense for the airline to transfer a passenger to economy class than to try to make an expensive fix at an airport far from home,” Arnot says.
What should you do if you are demoted?
While the news is certainly disappointing, Arnot reminds passengers to, above all, not take out frustrations on staff and to exercise patience and understanding. “The decision is not made by gate agents, flight crew, pilots, maintenance or revenue management; it is a collective decision made by an airline,” he explains.
Depending on the specifics of the situation and whether alternative flights with free seats may be available, passengers who involuntarily downgrade may be offered the option of taking another flight in their original ticket class.
While the Department of Transportation (DOT) outlines passenger rights for those who are kicked off a flight entirely, travelers who are downgraded but still have a seat on the flight are only legally entitled to fare compensation. (More on that below).
Since that may not happen right away, it’s always wise to document every step of the downgrade, in case any mishaps arise in the future.
What compensation does the airline owe you when you are demoted?
Under DOT flight compensation rules, passengers with a downgrade are “entitled to a refund for the price difference.” While the fare difference between what was originally paid and the value of the seat received is all airlines are legally obligated to owe, “in practice, airlines can be more generous to their premium passengers and frequent customers,” Arnot says.
Generally, the fare difference will be paid in cash. Meanwhile, any additional voluntary compensation (also known as customer service compensation) may come in the form of miles or travel credits.
How common are demotions from company to coach?
Overall, downgrades remain very rare. It’s an unfortunate scenario that can happen with any airline, as it is often the result of unpredictable mechanical and crew issues. Arnot shares that in his own travels he experienced an involuntary downgrade on a long-haul flight because a seat didn’t work. “Would I have been willing to put up with a seat that wasn’t completely flat? Yes,” he says. “Could the airline have sold it or kept me there? Probably not, as it would pose a security issue.”
This story has been updated with new information since its original publication date.
