A Family Denied Boarding Got a Full Refund: Here’s How You Can Too

What should have been a straightforward international trip turned into a nightmare for one family of three. After booking their Air France flights through eDreams, they arrived at the airport with valid documents, only to be denied boarding due to something they weren't informed about. The customer shared:

They were left stranded and had to sleep at the airport. They all have valid travel documents requested by the airline which included Nigerian international passport and UK Visa. There was no clear communication from eDreams team and the airline that transit visa was a prerequisite for the booking. The team failed us in this respect.

The airline and agency offered little support. Instead of clarity, eDreams and Air France left the family to fend for themselves, with Air France staff raising their voices instead of helping. 

How the Family Got a Refund from Air France

After facing dead ends on their own, the family turned to the PissedConsumer Club for help, and the expert team provided them with a step-by-step approach:

• Contact both eDreams and Air France with a clear, documented summary of the situation.
• Request a formal refund and keep a record of all responses.
• Continue following up, even if initial answers were dismissive or vague.

The first responses didn’t offer much hope. eDreams denied responsibility entirely, and while Air France acknowledged the issue and offered an apology, they processed a refund for only one of the three tickets.

Rather than accepting a partial refund, the family kept pressing forward, with our team assisting throughout the process. PissedConsumer Club experts followed up with Air France on their behalf, asking for clarity and action. Eventually, the airline provided detailed steps for submitting refund requests for the remaining tickets.

The family submitted the necessary documents, and soon after, all three tickets were refunded in full. 

PissedConsumer Club has been helpful in resolving the consumer issue I had. Very useful company. Thank you very much.

How to Avoid Transit Visa Problems When Traveling

Transit visa rules can be confusing, but there are steps you can take before your trip to avoid being denied boarding:

1. Review your itinerary carefully

Look closely at your flight path and note every layover or connection. Even if you’re not planning to leave the airport, some countries require a visa for simply changing planes.

2. Check the airline website

Airlines usually publish visa and entry requirement guidance on their websites. For example, on the Air France website, you can check visa requirements by sharing information about your flight itinerary and documents you hold.

In case a transit country requires a visa or any other additional documents, you’ll be provided this information on the next screen.

3. Check official sources

Use trusted tools like your transit country’s embassy or consulate website. These sources provide the most accurate and up-to-date information on visa requirements.

4. Contact the airline customer service for additional information

If you’re unsure, call or email your airline directly. Since airlines are the ones enforcing boarding rules, their staff can confirm whether your documents are sufficient for the route you booked.

5. Keep your documents organized 

Have your passport, visas, tickets, and supporting papers ready to present. Keeping everything accessible reduces delays and helps avoid confusion at check-in or the gate.

What to Do If You're Denied Boarding

Being denied boarding, especially when you're holding valid tickets and travel documents, can be overwhelming. Whether it’s due to visa issues, overbooking, or documentation misunderstandings, here’s what you can do to protect your rights and possibly secure a refund:

• Document everything: Take photos of your boarding pass, visa, and passport stamps. Record names of staff you spoke with and any comments they made. Save all receipts and correspondence.
• Contact the booking platform and airline immediately: Even if you were denied at the gate, the booking agency (like eDreams) may still share some responsibility. Email both parties with a concise summary of what happened and ask for guidance on refunds or compensation.
• Know your rights: Depending on where you’re flying from or to, you may be protected under laws like EU Regulation 261/2004 or U.S. Department of Transportation rules. These regulations often require airlines to compensate or assist passengers in denied boarding cases.
• Keep following up: If you receive vague or unhelpful responses, continue sending polite but firm follow-ups. Keep everything in writing, and escalate the issue if necessary.
• Seek help: If your complaint goes unresolved, platforms like PissedConsumer.com can help document your experience, increase visibility, and even connect you with expert support through services like PissedConsumer Club.

Navigating Denied Boarding

Denied boarding can be a frustrating and costly experience, as this family learned the hard way. This case serves as a reminder for all travelers: always review your itinerary for visa requirements, reach out to airlines and agencies when in doubt, and don’t hesitate to pursue compensation. By taking these proactive steps, you can avoid unnecessary stress and ensure a smoother journey.