By Vanessa Pratley
Investigative Journalist | Kaipūrongo Whakatewhatewha
When your flight is disrupted, you should know what costs you’re entitled to claim back. That’s why we’re calling on associate transport minister James Meager to introduce rules requiring airlines to proactively tell passengers their rights when their flights are disrupted.
Last year, associate minister Meager was given the power to make airlines tell people their rights, and he still hasn't used it. So, we’re handing over our flight rights petition to Labour MP Arena Williams, and renewing our calls for change.
Over 10,500 people signed our petition calling for airlines to tell passengers their rights when a flight is delayed or cancelled. At a minimum, passengers should be told what caused the disruption, what they’re entitled to and how to claim.
Why we need new rules
For years, Consumer has fielded complaints from airline customers, confused about their rights, or concerned they’ve been misled.
After Covid-19, these complaints skyrocketed, and we complained to the Commerce Commission, alleging both Jetstar and Air New Zealand had breached the Fair Trading Act by misleading passengers about their rights.
Even though Jetstar was given a $2.25 million fine for its conduct, the laws haven’t changed and disruptions continue to happen.
New, nationally representative Consumer NZ research has given us insight into the scale of this problem.
Flying is common and so are disruptions
Our research has revealed many of us travel by air. Over half of New Zealanders report flying domestically in the past 2 years, while half of New Zealanders say they’ve flown internationally in that time, too.
For those who flew, we found it’s not uncommon to experience disruptions to air travel. As many as two-in-five say they've experienced at least one cancellation or delay in the past 2 years.
Among flyers who were disrupted, nearly two-thirds said they needed something because of the delay or cancellation.
Whether it’s a night at a motel, a rental car to drive to your destination, or food and drink, the costs of a delay or cancellation add up.
Our survey showed that most people contribute to these costs themselves. Two-thirds of people said they paid at least some of the costs resulting from a delay. Nearly two-in-five said they covered it all, and just under a third of people said the airline covered the costs.
People don’t know what they’re entitled to and they’re relying on airlines to fill them in
Nine-in-ten New Zealanders are not fully aware of their rights if their flight is disrupted. More than three-quarters of people rely on the airline for information about their rights.
The lack of proactive notification required in Aotearoa isn't an accident. It's in an airline's interest to control how and what information is shared, because it costs an airline to comply with the law and pay compensation.
Without the right information, passengers are less likely to claim what they’re entitled to, shifting the costs from airlines to consumers.
This is unacceptable.
Your rights when your flight is disrupted
If your domestic flight is cancelled or delayed due to an event within the airline’s control (such as staffing, operational or mechanical issues) and you don’t want to accept a replacement flight, you can ask for a refund.
You can also claim back other additional expenses such as meals, accommodation and any additional costs you incur in getting to your destination.
In total, you claim back the lesser of:
up to 10 times the cost of the ticket
the actual cost of delay.
When the disruption is caused by an event outside the airline’s control (such as weather, war or pandemic) your rights will depend on:
the type of fare you bought,
the airline’s terms and conditions.
If you bought a refundable fare, you’ll be entitled to a refund regardless of the reason for the cancellation or delay. If you haven’t purchased a refundable fare, the airline will usually rebook you on another flight or offer you a credit.
Find out more about your domestic flight rights or learn about your rights if an international flight is disrupted.
The history of Consumer’s flight rights advocacy
2020
Flight rights are thrust into the mainstream as customers scramble with delays and cancellations because of the Covid-19 pandemic.
Consumer NZ complains to the Commerce Commission about Air New Zealand. We thought it was misleading consumers about some international flight rights.
2021
We make submissions on a new Civil Aviation Bill, calling for regulation-making powers and for improved rights that better reflect European Union and United States rules.
2022
We continue to receive a substantial number of complaints from confused or concerned people who had to fight to understand the reason for their flight cancellation or delay, and to get the reimbursement they were legally entitled to.
In September 2022, we launch our petition calling for airlines to tell passengers their rights in the event of a disruption.
We complain to the Commerce Commission about Jetstar, saying the airline misled consumers about their rights under the Civil Aviation Act. The Commerce Commission opens an investigation into Jetstar following our complaint.
2024
The Commerce Commission opens an investigation into Air New Zealand, for the same reasons as its Jetstar investigation. The investigation is still ongoing in March 2026.
2025
The Civil Aviation Act gets an update, without better consumer protections but with provisions allowing the minister responsible to draft regulations requiring airlines to tell consumers their rights. We urge the minister to act, but our calls go ignored.
Jetstar is slapped with a $2.25 million fine after being found guilty of misleading consumers about their rights to compensation when flights were cancelled or delayed for reasons within the airline’s control. The fine covers misleading claims made between 1 January 2022 and 22 March 2024.
2026
New Consumer NZ research reveals flight disruption is common, and most people aren’t fully aware of their rights, instead relying on airlines to communicate what they are entitled to.
We decide enough is enough, and hand over our petition to parliament.
Flight rights campaign
We’re calling for airlines to communicate honestly with passengers about the reason for cancellations and delays, and clearly display their rights.
