Flight been delayed or cancelled? Know your rights.

A refueling problem at Perth Airport last Saturday resulted in thousands of passengers being stranded across the country, including some at international airports. Many customers questioned if they would be eligible for refunds; however, the law specifies that airlines are not obligated to offer compensation for delays or cancellations beyond their control.

What rights do passengers have when their travel plans are disrupted?

Here's what I found.

What are my rights when my flight is cancelled?
It depends on your airline, how long the delay is and what caused the delay.

As a general rule, if your flight is delayed or cancelled and it was: 

Within the airline's control (mechanical issues or crew shortage): 

Most airlines will either transfer you to another scheduled service at the earliest opportunity or offer a refund. At the airline's discretion, they may also provide meals, accommodation, and airport transfers. In situations beyond the airline's control, such as bad weather or border closures, most airlines will attempt to assist you in reaching your destination, but they are not liable for any additional costs or expenses you may incur due to delays or cancellations.

In the case of the Perth Airport refuelling issue, this was outside the control of the airlines — which means most won't compensate customers. However, you should always contact your airline to confirm the conditions of compensation and refunds.

To give you a clearer idea of your rights, here's a deeper dive into what each airline offers.

Within the airline's controls
Think aircraft maintenance, crewing issues or system outages.

Put on the next available flight if delayed or cancelled?

Qantas: Yes, if Qantas makes a significant change to your flight time

Virgin: Yes, once the delay is more than two hours (domestic) and four hours (international)

Jetstar: Yes, once the delay is more than three hours

Rex Yes

Option of a refund instead?

Qantas: Yes

Virgin: Yes, if Virgin can't make suitable alternative arrangements

Jetstar: Yes
Rex: Yes

Pay for meals, accommodation and transfers?

Qantas: Meal voucher for a delay of over two hours. Or $30 per person overnight and $50 if the new departure time is over 12 hours or original departure (if you're away from your home airport)

And, appropriate to the length of the delay if you're not at your home port: assistance to find overnight accommodation or up to $200 for a room
Airport transfers available for overnight delays

Virgin: Refreshment vouchers at two-hour intervals while you wait at the airport

And, appropriate to the length of the delay if you're not at your home port: reasonable cost of airport transfers, up to $200 per room per night for hotel, and up to $30 per person per night for meals

Jetstar: Meal vouchers for delays over three hours or reimbursement of $30 per person if delay is overnight

Up to $200 per room plus reasonable costs of airport transfers (if you're not at your home port)

Rex: If a delay exceeds 90 minutes, Rex will provide refreshments or vouchers if requested

Outside of the airline's control
Think bad weather, air traffic control issues, or airport refuelling issues.

Put on the next available flight if delayed or cancelled?

Qantas: Yes, will book you on the next available flight

Virgin: Yes, once the delay is more than two hours

Jetstar: Yes, once the delay is more than three hours

Rex: Yes

Option of a refund instead?

Qantas: Yes, if Qantas can't rebook you

Virgin: Yes, if Virgin can't make suitable alternative arrangements
Jetstar: No, but you can get a credit voucher for the value of your flight on request (only if the airline can't rebook you on an acceptable flight)
Rex: Yes

Pay for meals, accommodation and transfers?

Qantas: No
Virgin: No
Jetstar: No
Rex: No

If you're after more information, head to your airline for each airline's compensation policy and search for "My flight has been delayed a few hours, what can I do"?

The Australian Competition Consumer Commission (ACCC) says airlines don't have to guarantee flight times.

"When a consumer buys a flight ticket, they are entering into a contract with the airline," it says.
"Airline conditions of carriage do not include a guarantee of flight times.
"Consumers should not assume that a plane will meet its exact advertised schedule."

So, if for example, you end up missing your connecting flight, this is where travel insurance comes in. You should check to see if your provider covers any unexpected disruptions to travel plans.

Who do I contact if I have a complaint?
If an airline doesn't deliver the service you'd reasonably expect, there are a few things you can do.
In the first instance, take your issue up directly with the airline.
If this fails, make a complaint to your state's consumer protection agency (for example NSW Fair-Trading or Office of Fair-Trading Queensland etc).

You can also file a complaint to the Airline Customer Advocate (ACA) and consider reporting the matter to the ACCC.