Ultimate Guide To Airline Refunds & Compensation In Australia

In Australia, dealing with flight delays and cancellations have become a regular part of air travel. Though recent years have seen some improvement, the inconsistency in regulation and penalties makes waking up to a flight cancellation text or arriving at the gate to hear your ‘plane had a delay earlier in the day’ quite common. Of course, that plane is bound to get held up at some point when it's scheduled eight flights per day with only 35 minutes between each hop.

You don’t have to be a genius to realise airlines are taking the ball and running with it, overworking their resources and simply cancelling flights that aren’t full. In May 2024, Qantas faced a hefty fine for selling seats on flights it had already cancelled, in an attempt to boost revenue. Qantas' defence on those ACCC allegations was a bit of a stretch, with a public statement that they sell a “bundle of rights” and not specific flight times.

While holding a ticket should mean the airline gets you from A to B, the details of when and how that should happen are less certain. If your flight is cancelled or significantly delayed, the airline might not take full responsibility.

Qantas Points for cancellations? Read how we got 8,000 points + $500 travel credit from Qantas!

As we await the Federal Government’s Aviation White Paper, which aims to introduce clearer and legalised guidelines for handling airline disruptions by 2026, passengers are left to navigate the chaos alone. Until those consistent and enforceable regulations come into play, here's a guide to what you can expect when Qantas, Jetstar, Virgin Australia, Rex, or Link Airways cancel or delay your travels.

Conditions Of Carriage - An Airline Bible

Pretty much every civilised airline around the world will publish the terms and conditions for the transport of passengers, baggage and cargo onboard their airline in a super fun document called the Conditions of Carriage.

When booking a flight, every passenger agrees to these conditions by ticking some sort of box, pressing a button or the actual action of paying for that flight. The Conditions of Carriage set out every single rule and policy for that airline, from things like smoking being banned onboard to check-in times. This includes a comprehensive description of what the airline should offer in the event of a delayed or cancelled flight, making it worth checking out - at least the important bits.

To find the policy for a particular airline, just google "[airline] Conditions of Carriage".

Cancelled Flights: What Are My Rights?

When an airline cancels your trip, they will generally provide an alternative option, be that a different flight or a refund. The policy will depend on your airline, as well as the length and reason for the delay.

If your flight is delayed or cancelled, it will typically be classified as within or outside the airline's control;

• Within the airline's control includes issues like engineering, staff shortages, overbooking, some system outages or missed connections due to previous delays. This is the better category, as airlines will typically look after you.
• Outside the airline's control includes issues like border closures, epidemics or pandemics, bad weather and volcano ash clouds. Most airlines will help get you to your destination, but some still take the ‘sorry we don’t control the rain’ defense.

Compensation and alternative flights will also depend on where you booked your ticket. Booking directly with the airline is ALWAYS the best choice, even if it costs a little more. If you decide not to book directly and the airline cancels your flight, they will refer you back to your booking site/travel agent.

Many online booking platforms offer terrible customer service when disruptions occur, as they handle issues through internal processes with the airline, which can complicate and lengthen the resolution. Similarly, travel agents are known for being hopeless at anything apart from getting that booking commission.

Disruption Within The Airline’s Control

If your flight is significantly delayed or cancelled within the airline’s control, here is what to expect;

Select a different departure time?

For significant changes to your original departure time;

• Qantas: Yes
• Virgin: Yes
• Jetstar: Yes
• Rex: Yes
• Link: Yes

Get a refund instead?

• Qantas: Yes
• Virgin: Yes
• Jetstar: Yes, for changes of 3+ hours
• Rex: Yes
• Link: Only when Link agrees their alternate flight is unsuitable

Airport meal vouchers?

• Qantas: $15 airport voucher for 2+ hour delays
• Virgin: $8 airport voucher for 2+ hour delays
• Jetstar: airport voucher for 3+ hour delays
• Rex: airport voucher for 1.5+ hour delays, depending on the airport
• Link: $15 airport voucher for 2+ hour delays, depending on the airport

Overnight accommodation, meals and transfers?

For delays that aren’t at your home airport, where your new flight departs the next day;

Qantas

• Qantas will arrange your hotel, airport transfers and provide a $30pp ($50pp for 12+ hours) meal voucher
• You can claim reimbursement for a hotel up to A$200, airport transfers and $30pp ($50pp for 12+ hours) on food

Virgin

• Virgin will arrange your hotel and airport transfers
• You can claim reimbursement for a hotel up to A$200, airport transfers and $30pp on food

Jetstar

• Jetstar will arrange your hotel, airport transfers and provide a meal voucher
• You can claim reimbursement for a hotel up to A$200, airport transfers and $30pp on food

Rex: none

Link: none

Disruption Outside The Airline’s Control

If your flight is significantly disrupted for reasons outside the airline’s control, here is what to expect;

Select a different departure time?

For significant changes to your original departure time;

• Qantas: Yes
• Virgin: Yes
• Jetstar: Yes
• Rex: Yes
• Link: Yes

Get a refund instead?

• Qantas: Yes
• Virgin: Yes
• Jetstar: Flight Credit if delayed 3+ hours
• Rex: Yes
• Link: Flight Credit

Meal vouchers, overnight accommodation and transfers?

• Qantas: Issued on a case-by-case basis
• Virgin: Issued on a case-by-case basis
• Jetstar: Issued on a case-by-case basis
• Rex: None
• Link: None

What About Flights Booked With Points?

Many people mistakenly think that because their booking was made using frequent flyer points, they won't have access to the disruption coverage listed above. That’s simply not true, as the payment method is completely irrelevant once you hold a valid ticket.

The Conditions of Carriage still apply for bookings made with points, including the disruption policies that each airline will outline in these documents.

Check out our guide - Points Booking Cancelled? You Have Rights!

Airline Isn’t Helping? Here’s What To Do

Airline call centre staff are sometimes encouraged to hold back on compensation, especially when your flight is disrupted well in advance. It can be helpful to hang up and call again (HUACA) if you're not getting very far, but also check the Conditions of Carriage to understand exactly what you should receive before calling.

It is also best practice to remain calm and respectful, because no one wants to go out of their way and assist some Karen screaming down the phone line. That applies to airport staff too, as they're likely skipping a break or extending their shift to help you, and most ground service companies don't pay overtime.

If you still fail at a reasonable outcome, you can get in touch with the ACCC.