During overbooking situations, we proactively engage with customers to check if they are flexible with their travel plans. For those willing to adjust, we offer denied boarding compensation as per policy. This transparent and customer-centric approach helps us manage overbooking scenarios effectively while minimizing disruption. Additionally, advance planning and clear communication play a critical role in preventing such situations from escalating into chaos.

Based on my experience, on a flight with 10 denied boarding passengers, 2–3 passengers may be difficult to pacify. However, the majority (7–8 passengers) can usually be satisfied with the alternatives provided. The key takeaway is to always offer some form of relief or alternative solution. Point-blank refusals not only escalate the situation but also risk long-term damage to customer loyalty. Ensuring passengers feel valued, even in challenging situations, should remain the top priority.