Dealing with cancelled flights can be a nightmare, but it doesn’t have to be.
With our guide to cancelled flights, you’ll know who to call, what to do and the flight compensation you may or may not be entitled to. Here’s what you need to know about cancelled flights.
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Navigating cancelled flights
We all know how frustrating it is when your flight is cancelled. One minute you’re all geared up ready to head to far-flung shores. The next, you’re scrambling to figure out when you’ll get on that plane. From rebooking and refunds to finding the right airline contact details and navigating compensation for cancelled flights, these are your next steps.
Unlike travellers in the UK or EU, Australians have limited protections when flights are delayed or cancelled, with your main recourse coming from the Australian Consumer Law (ACL), overseen by the Australian Competition and Consumer Commission (ACCC). However, the Australian Government is working toward a dedicated aviation consumer protection scheme, including an independent Aviation Industry Ombudsman, expected by the end of 2026.
What to do if your flight is cancelled
Five essential steps
If your flight has been cancelled, make sure you do the following. You may be able to hop on another flight or get your money back.
1. Ask your airline to rebook you on another flight
You may be entitled to alternative travel
If your flight is cancelled or significantly delayed, ask your airline whether they can rebook you on the next available service to your destination — this may be on the same airline or, in some cases, a different carrier. While Australian law doesn't currently guarantee this as a legal right, most airlines' conditions of carriage include rebooking or refund provisions for cancellations within their control.
Discuss your options directly with your airline at the airport, via customer service, or through their online rebooking tools.
2. Keep records of all costs incurred
In some cases, airlines must provide care while you wait
If your flight is cancelled or delayed, your airline may provide meals, refreshments, or accommodation while you wait — but in Australia this is at the airline's discretion rather than a legal requirement. Check your airline's conditions of carriage, as many have voluntary commitments to passenger care during significant disruptions.
Regardless of what your airline offers, keep all receipts for any out-of-pocket expenses, as you may be able to claim reimbursement from the airline or through your travel insurance.
3. Explore your refund options
If you choose not to travel, you’re entitled to a full refund
If you choose not to travel due to a cancellation or significant delay, you may be entitled to a refund, though the process varies between airlines. Under Australian Consumer Law, if a service is not delivered as promised, you generally have the right to a remedy, which may include a refund.
Contact your airline or travel agent directly to understand your options, and have your flight details and booking reference ready. Note that airlines may offer a voucher as a first option — you are not obligated to accept this if a cash refund is more appropriate to your situation.
4. Check advice for non-Australian destinations and airlines
Your entitlement will vary outside of Australia
If you’re travelling with a non-Australia based airline from an overseas destination, the airline may not have the same duty for cancelled flights. Refer to the terms and conditions of your booking. Learn more about the refund process and where to find our partner contact details.
5. Check what your rights are
Cancellation policies vary for every airline and travel agent
Cancellation and refund policies vary between every airline and travel agent, so it's worth visiting their official websites to understand their specific terms before — and during — any disruption. Your airline should also notify you of your options when a significant delay or cancellation occurs.
If you're flying with an overseas carrier, note that some foreign airlines operating international routes may be subject to their home country's passenger rights laws, which could offer stronger protections than those currently available in Australia. It's worth checking the rules that apply to your specific flight and carrier.
According to the Australian Competition and Consumer Commission (ACCC), passengers may be entitled to a refund, rebooking, or reimbursement of costs under Australian Consumer Law if their airline fails to deliver the service as promised.
Find out if you’re eligible for compensation
You may be entitled to compensation for any disruption caused
Flight compensation eligibility will vary based on multiple factors
Flight delay compensation varies based on whether the airline gives less than two weeks’ notice, the cancellation is within the airline’s control, the length of your cancelled flight, and the length of disruption.
If the cancellation is caused by “extraordinary circumstances” outside the airline’s control — such as severe weather, security risks or airspace closures — fixed compensation is usually not owed. In these cases, refund or rerouting rights may still apply, but compensation may not.
Australia does not have a fixed compensation amount
Unlike the UK or EU, Australia currently has no fixed compensation amounts for flight delays or cancellations. As a general rule, if your flight is delayed or cancelled for reasons within the airline's control, such as mechanical issues or crewing problems, most airlines will either carry you on another scheduled service as soon as space is available, or offer a refund. There are no guaranteed dollar figures equivalent to the UK or EU schemes.
This may change in the future as there have been proposed bills requiring airlines to automatically compensate passengers for significant delays caused by the airline itself — similar to EU protections of up to €600. However, this legislation has not yet passed.
For the most up-to-date guidance on your rights as an Australian air passenger, visit the ACCC website or check your airline's conditions of carriage directly. If you are flying on a route that touches the UK or EU, it is also worth checking whether the passenger rights laws of those regions apply to your specific flight and carrier, as stronger protections may apply.
