Passenger rights

Know your passenger rights when a flight goes wrong

Flight delays, cancellations, denied boarding and missed connections can involve more than compensation. Depending on your journey and what happened, you may also have rights to a refund, alternative travel, meals, hotel accommodation or reimbursement of reasonable expenses.

GET COMPENSATION Flight compensation guide

Beyond compensation

A disrupted flight can involve several different rights

A refund or alternative travel

Meals and hotel accommodation

Reasonable out-of-pocket expenses

Compensation and claim time limits

Your route, the airline operating the flight and what caused the disruption can all affect which passenger rights apply.

While your journey is disrupted

Know what help you may be entitled to

Depending on what happened, your rights can include practical assistance, alternative travel and reimbursement of reasonable disruption expenses.

Meals and hotel rights

Find out when an airline may need to provide meals, refreshments, hotel accommodation or other assistance during a disruption.

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Rebooking rights

Understand when you may be offered alternative travel, a replacement flight or a refund after your original journey is disrupted.

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Flight disruption expenses

Find out when you may be able to recover reasonable costs for meals, hotels, local transport or other disruption expenses — and what receipts to keep.

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Refunds & compensation

Understand what may affect what you can claim

A refund and compensation are different, and your rights can depend on when you were notified and why the disruption happened.

Refund vs compensation

A ticket refund and flight compensation are not the same thing. Understand the difference and when both may be relevant.

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Cancellation notice periods

See why the timing of an airline's cancellation notice can affect the rights and compensation that may apply.

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Extraordinary circumstances

Learn how events outside an airline's normal control can affect compensation, while other passenger rights may still apply.

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Which airline is responsible?

Understand which airline your rights may apply against

The airline that sold your ticket and the airline that operated your flight are not always the same. That distinction can matter when your journey is disrupted.

Operating airline vs ticketing airline

The airline that sold your ticket is not always the airline that operated the flight. Understand why that difference can matter when working out your rights.

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Codeshare flights

Booked with one airline but flown by another? Understand how codeshare flights work and which airline may be responsible when your journey is disrupted.

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Making a claim