Understand your passenger rights around refunds and rebooking to successfully navigate the situation.
Last-minute disruptions to your travel plans can be challenging to navigate. Fortunately, they don’t have to derail your trip. From rebooking and arranging compensation for disrupted flights to finding the right airline contact details, we have the information you need.
Your cancelled flight action plan
Steps to take when your flight is grounded
While your rights are protected under Australian law, every airline has its own approach. Visit your airline’s official website and read through their cancellation policy.
Most airlines will include information about rebooking and refunds when they inform you of the cancellation. If your flight is delayed, you might be eligible for meal compensation, though you might have to request this directly. You can also find our partners’ contact details via Skyscanner.
Note that most airlines will often offer a flight credit as reimbursement for a cancelled flight, but a cash refund might be an option within your booking conditions as well.
Know your rights and options
Navigating flight cancellations in Australia
Understanding what your passenger rights are when faced with a flight delay or cancellation can help you get what you’re entitled to and enable you to continue with your trip as soon as possible. From rebooking your flight to claiming compensation, familiarising yourself with processes and procedures can help take the stress out of the situation.
Rebooking your flight
Getting back on track
If you wish to continue your trip, your airline might be able to offer you an alternative flight. Depending on the circumstances, your carrier will normally try to place you on another flight within a reasonable time. The definition of a ‘reasonable time’ depends on the situation.
If the airline refuses to fix the problem or takes too long, you may be able to fly with another carrier and receive compensation for your cancelled flight.
Claiming compensation
Getting what you're owed
According to the Australian Competition and Consumer Commission, you may be entitled to compensation for your cancelled flight or a replacement ticket depending on the length of the delay, the reason for the delay or cancellation, and whether the airline placed you on another flight within a reasonable time.
Contacting your airline directly
The first point of contact
Communicate with your airline immediately after the cancellation to get a quick solution. Be polite but assertive in requesting rebooking and compensation to ensure you receive what you’re entitled to. Document all interactions and keep hold of boarding passes, receipts, and any other relevant paperwork that could help with your claim.
Checking your travel insurance
Extra protection for peace of mind
If you purchased travel insurance for your trip, this may cover expenses resulting from the flight cancellation, such as accommodation, meals, and alternative transport. Read your policy’s fine print and contact your insurer as soon as possible to start the claim process.
Understanding your rights
Australian consumer law
Familiarise yourself with the Australian Consumer Law regarding flight cancellations and delays as this knowledge will help you advocate for your rights. Being aware of what you’re entitled to and the steps you should take can help you to make the best of a stressful flight disruption situation.
Am I entitled to compensation?
Factors determining your eligibility
Australian law doesn’t always require airlines to compensate passengers for cancelled flights. However, most carriers that operate in Australia have a compensation policy for flight cancellations.
An airline’s compensation policy operates in addition to the consumer guarantees under the Australian Consumer Law and cannot exclude them. You can find your airline’s compensation policy on their website.
Airlines also have different policies depending on whether you’re flying from your home airport. For example, travellers who are flying from their home airport may not receive accommodation compensation. However, they may be entitled to a meal voucher.
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. |
Cancelled flights FAQs
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.
