Sometimes things happen in our travels that are out of our control. However, what we do when the unexpected happens can help us remain calm and get help from the right people. If a flight is cancelled and delayed, don’t panic. Here are tips when a flight is cancelled or delayed.
EU Regulations
Since January 2021, the European Union has listed rights and regulations for passengers departing from EU airports. This includes France, Germany, Belgium, Netherlands, Spain and many more. If a flight has been cancelled, passengers can choose from a refund or rebooking on the next available flight or a flight that best suits its customers. If the cancellation was less than 14 days before departure, the airline must provide a compensation payment to its customers based on the distance travelled.
Specific Airline Rules Around Cancellations
Qantas
If a delay or cancellation occurs within the control of Qantas within 72 hours before the flight, the airline will rebook passengers on the next available Qantas flight which is most suitable for its passengers. Qantas offers different compensation and alternatives based on how far the new flight is compared to the cancelled flights. Passengers who are travelling away from their home airport and departing over 2 hours from their cancelled flight will be granted a meal voucher, whilst passengers who need to wait overnight and within 12 hours of their missed flight will get accommodation, transfers and an AUD 30 meal voucher. If the new departure time is over 12 hours, passengers will get accommodation, transfers and a $50 meal voucher. Customers also have a statutory right to request a refund or compensation under Australian Consumer Law, when the issue cannot be resolved. Read more about cancellations and refunds here.
Jetstar
Jetstar is a subsidiary of Qantas, so their policies around cancellations are very similar. Passengers who are rebooked over 3 hours from their original flight are offered a meal voucher. Whilst passengers waiting overnight are provided with accommodation, transfers and meals (keep the receipt for reimbursement). If the delay or cancellation was outside the control of Jetstar and the journey was unable to be rebooked, passengers will be offered a credit voucher for the value of their flight. Delays outside the control of Jetstar include weather events, air traffic control issues and more. To read the comprehensive cancellation policy, click here.
United
If a flight is delayed, United will endeavour to rebook passengers on the next available flight with United or their airline partners. If the journey is delayed by over 3 hours, passengers are entitled to a meal voucher and accommodation and transfers for overnight delays. Similarly, if a flight has been cancelled, United will rebook passengers on the next available flight with United or their airline partners that is most suitable to you. If the delayed flight is in Canadian or European Union airports, passengers may be able to claim an amount as compensation.
Singapore Airlines
Singapore Airlines wasn’t as clear with their policy around flight cancellations or delays. Their conditions page states that they will strive to provide meals, accommodation and assistance to rebook passengers on the next available flight. However, they do have information for passengers boarding from European Union states. Passengers departing from EU states can apply for a refund when the flight is cancelled or an option to rebook passengers on the next available flight.
General Rule around Flight Disruptions
Other airlines such as Emirates, Qatar, China Southern and Virgin Atlantic all have similar options for delayed and cancelled flights. These policies state that when a flight has been cancelled the airline will do their best to provide passengers with rebooking on the next available flight. It is always best to contact the airline directly if a flight has been cancelled or speak to the next available agent at the check-in counter at the airport. Refunds are always a little more complicated based on whether the cancellation or delay was within the airline’s control or if there are other issues such as weather or airport procedures.
Tips When a Flight is Cancelled or Delayed
- 1. Stay calm. This may be hard if you have a connecting flight or young kids but it’s the best thing we can do in unexpected situations.
- 2. Speak to the nearest available agent or contact the airline directly. Keep the airline’s contact number handy in case of flight disruptions.
- 3. Assess your options. We can’t change that situation of cancelled or delayed flights but we can choose how to move forward. Check to see which solution suits you best. That may be to rebook on the next available flight. Whilst others prefer to get accommodation and catch a flight the next day out.
- 4. Contact your travel insurance. Some travel insurance policies have compensation for cancelled flights. Or they may help customers with rebooking their next flight or accommodation. Make sure to keep their contact number safe.
Conclusion
There is nothing worse than a cancelled or delayed flight to ruin or alter travel plans. As always when planning your journey stay flexible and keep an open mind to things occurring that are not within your control. The best advice is to embrace the unexpected and remain as calm as possible. Safe travels!
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