Flight delays and cancellations over Easter got you feeling scrambled? We explain your rights when it comes to domestic flights.
Flight cancellations within the airline’s control
You’re entitled to a refund if your flight is cancelled due to an event within the airline’s control – for example, staffing and mechanical issues.
When the airlines at fault, the Civil Aviation Act (CAA) says you’re entitled to reimbursement of up to 10 times the cost of the ticket, or the actual cost of delay, whichever is lower. So, in addition to flight costs, you may be able to claim other expenses, such as meals, accommodation and any additional costs you incur in getting to your destination.
Flight cancellations outside the airline's control
Unfortunately, if your flight is cancelled due to circumstances outside the airline’s control, such as bad weather, the CAA doesn’t require the airline to refund your ticket or reimburse your costs.
Your rights will depend on your fare type and the airline’s terms and conditions:
Delays within the airline’s control
If your flight has been delayed due to reasons within the airline’s control, the CAA says you’re entitled to claim reimbursement from the airline of up to 10 times the cost of the ticket, or the cost of delay, whichever is lower. If you need to pay for food, accommodation or transport due to the delay, keep your receipts and claim this back from the airline.
Delays outside the airline’s control
The airline doesn’t have to refund or reimburse your costs if the delay couldn’t have been avoided. For example, if a volcano or wild weather prevents the flight from taking off. If you haven’t purchased a refundable fare, you’ll be entitled to be rebooked on another flight, or to a credit.
Overbooking is within the airline’s control, so you’re entitled to claim reimbursement under the CAA of up to 10 times the cost of your ticket, or the cost of the delay, whichever is lower. Keep your receipts for any expenses and lodge a claim with the airline for reimbursement.
If you’ve been rebooked because the airline has mucked up, you don’t have to accept the new flight time. You can ask for a refund instead. You can also claim reimbursement for any expenses you incur (up to the limit) under the CAA.
For events outside of the airline’s control, ask for a credit or to be rebooked on a different flight.
In this case, you’ll normally only be entitled to a refund if you paid for a refundable fare. Otherwise, you could consider changing your flight to another date – though you may have to pay extra – or you could try asking for a credit.
We believe that’s too long to wait for a refund. Unfortunately, the CAA doesn’t specify timeframes for refunds. However, Airlines, like other traders, have to carry out their services with reasonable care and skill.
If the airline is dragging the chain and you paid by credit or with debit card, you’ve got grounds to ask your bank for a chargeback.
We’re calling for airlines to communicate honestly with passengers about the reason for cancellations and delays, and clearly display their rights.
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