Unlike Europe, Australia doesn’t pay passengers automatic compensation when flights go wrong. Here’s what you are entitled to now, and the new rules being put in place.
When a flight is cancelled or badly delayed in Europe, passengers can be entitled to a fixed cash payment of up to 600 euros under European Union rules, on top of meals and accommodation.
Australia doesn’t have a scheme like that. What passengers are entitled to depends on the Australian Consumer Law, the airline’s conditions of carriage and the commitments each airline publishes in its customer service plan.
Under the Australian Consumer Law, airlines must provide their services with due care and skill and within a reasonable time. If a flight is cancelled, airlines generally offer a choice of rebooking on another flight or a refund, and you are not required to accept a flight credit if you are entitled to a refund.
For delays and cancellations caused by something within the airline’s control, such as an engineering problem or crew shortages, major airlines generally commit to helping with meals and, for overnight disruptions, accommodation. For disruptions outside their control, such as storms, air traffic control restrictions or security incidents, they usually offer less.
The ACCC enforces these rules. In 2024, the Federal Court ordered Qantas to pay a $100 million penalty after it admitted selling tickets for thousands of flights it had already cancelled, on top of about $20 million in payments to affected customers.
The new rules on the way
In April 2026, the Federal Government introduced the Aviation Consumer Protection Bill to Parliament, after years of complaints about delays, cancellations and refunds.
It creates an Aviation Consumer Protections Charter, which will set minimum standards airlines and airports must meet. That includes support for passengers during delays and cancellations, refunds, lost or damaged baggage, complaint handling and support for passengers with disability. For disruptions within the airline’s control, the Government says passengers should get support such as food and overnight accommodation, as well as rebooking or a refund.
A new regulator, the Aviation Consumer Protection Authority, will enforce the charter, with large penalties for breaches. An independent Aviation Consumer Ombuds Scheme will handle complaints passengers can’t resolve with their airline, free of charge.
Consumer groups say the changes fall short of European-style compensation, because the bill does not create a fixed payment for delays.
In the meantime, the best advice is to keep receipts for any costs, ask the airline what caused the disruption, put complaints in writing, and check what your travel insurance covers.
