Flight cancellations and delays can derail even the best-planned trip, but many travellers don’t realise they have rights when things go wrong. From refunds and rebooking to compensation in certain situations, here’s what you need to know when flights don’t run to schedule.
Knowing what airlines are legally required to offer can make the difference between a stressful airport experience and a smooth recovery plan. Whether you’re flying domestically or internationally, understanding your passenger rights helps you act quickly, ask the right questions and avoid paying out of pocket unnecessarily.
From rebooking and arranging compensation for disrupted flights to finding the right airline contact details, we have the information you need.
Your flight cancellation and delay action plan
What to do when your flight is cancelled or delayed
If your flight is cancelled or delayed, your rights are protected under Australian consumer law — but airline policies can vary. Start by checking your airline’s official website to review its flight cancellation and delay policy, including rules around refunds, rebooking and compensation.
Airlines will usually outline your rebooking or refund options when they notify you of a cancelled flight. In the case of flight delays, you may be entitled to meal vouchers or other assistance, though this often needs to be requested directly at the airport or via customer service. You can also find airline and travel provider contact details through Skyscanner.
Be aware that many airlines initially offer flight credits for cancelled flights, but depending on your fare type and booking conditions, a cash refund may also be available.
Know your rights and options
Navigating flight cancellations and delays in Australia
Understanding your passenger rights when a flight is delayed or cancelled can help you secure the assistance you’re entitled to and get your travel plans back on track faster. From rebooking a cancelled flight to requesting refunds or compensation, knowing the correct processes can reduce stress and help you deal confidently with airlines when disruptions occur.
Rebooking your flight
How to get back on track after a flight cancellation or delay
If you want to continue your journey after a flight cancellation or significant delay, your airline may offer to rebook you on an alternative flight. In most cases, airlines will aim to place you on another service within a reasonable timeframe, although what counts as “reasonable” can vary depending on the route, availability and cause of the disruption.
If the airline is unable or unwilling to resolve the issue in a reasonable time, you may have the option to rebook with another airline and seek compensation or reimbursement for your cancelled or delayed flight, depending on your fare conditions and consumer rights.
Claiming compensation
Getting what you’re owed after a flight cancellation or delay
According to the Australian Competition and Consumer Commission (ACCC), you may be entitled to compensation, a refund or a replacement ticket if your flight is cancelled or significantly delayed. Your eligibility depends on factors such as the length of the delay, the reason for the flight cancellation or delay, and whether the airline offered a suitable alternative flight within a reasonable time.
Contacting your airline directly
Your first point of contact after a flight cancellation or delay
After a flight cancellation or major delay, contact your airline as soon as possible to seek a resolution. Be polite but assertive when requesting rebooking, refunds or compensation, and clearly state your passenger rights to help speed up the process.
Make sure you document all communications with the airline and keep copies of boarding passes, receipts and any related paperwork. This information can be crucial if you need to follow up on a compensation claim or escalate your case later.
Checking your travel insurance
Extra protection for peace of mind
If you’ve taken out travel insurance, your policy may cover additional costs caused by flight cancellations or delays, such as accommodation, meals and alternative transport. Review your travel insurance policy carefully and contact your insurer as soon as possible to confirm what’s covered and begin the claims process.
Understanding your rights
Australian consumer law and flight disruptions
Familiarising yourself with Australian Consumer Law around flight cancellations and delays can help you confidently advocate for your passenger rights. Knowing what you’re entitled to, and the steps to take when a flight disruption occurs, can make it easier to resolve issues quickly and minimise stress during unexpected travel delays.
Am I entitled to compensation for a flight cancellation or delay?
Factors that determine your eligibility
Under Australian law, airlines aren’t always required to compensate passengers for cancelled flights. However, most airlines operating in Australia have their own flight cancellation compensation policies, which may offer refunds, rebooking or other forms of assistance when a flight is cancelled or significantly delayed.
An airline’s compensation policy sits alongside the consumer guarantees provided under Australian Consumer Law and cannot override or exclude them. Details of what you may be entitled to are usually available on the airline’s official website.
Compensation can also vary depending on your departure circumstances. For example, if you’re flying from your home airport, accommodation may not be covered, but you could still be eligible for meal vouchers or other support during a flight delay or cancellation.
Cancellation and flight delay compensation eligibility
Factor | Compensation eligibility |
|---|---|
Length of flight | Typically, your compensation will be higher the longer your flight is. |
Length of delay or cancellation | If the length of delay is short, you may be entitled to a meal voucher and nothing further. Should you be facing a long delay or a flight cancellation, you may be entitled to monetary compensation in addition to meal vouchers and accommodation. |
Notice period | The amount of notice provided by the airline regarding the cancellation. The closer to your flight time you’re notified about the flight delay or cancellation, the more compensation you may be entitled to due to the increased inconvenience. |
Reason for cancellation | If the flight was cancelled due to a fault by the airline, you will likely be able to claim compensation. If it happened due to "extraordinary circumstances" beyond the airline's control such as adverse weather, you likely won't be able to claim compensation. |
Understanding what to do should you experience a flight delay or cancellation can take some of the stress out of the situation. Research your passenger rights, keep hold of relevant documentation, and claim what you’re entitled to.
