Taking flight? Here’s how to deal with delays

Qantas proudly sells itself as “the spirit of Australia” but if that’s the case the spirit is not happy. According to the Australian Competition and Consumer Commission (ACCC), Qantas received the highest number of complaints of any airline in the 2022 financial year. Most grievances related to service issues, such as flight delays and long wait times to speak with customer service agents.

While many of these complaints are more than warranted, some may also be due to the confusion around changes in the industry, and within the airlines, since Covid-19.

 

 

Many passengers may not have realised, for example, that during the pandemic Qantas stopped providing accommodation and transfers to passengers in the event of delays caused by factors outside the airline's control, such as inclement weather, a pandemic or industrial action.

At the other end of the spectrum, they may not be aware that Jetstar offers compensation in the form of $50 travel vouchers if the budget airline fails to deliver according to its customer service promise.

With such varying policies, it's important for passengers to review what each airline provides in the event of delays and cancellations and make their bookings accordingly.

First, let’s look at some ways to reduce stress when travelling, no matter which airline you book with.

Tips to minimise flight delays and cancellations

Fly early

Flight delays tend to pile up throughout the day. This increases the likelihood of postponed or cancelled flights later in the afternoon or evening. Flying in the morning provides the flexibility of having the whole day to catch another flight, reducing the inconvenience of a delay or cancellation.

Buy a single ticket for multiple flights

If one flight gets delayed or cancelled when you’re travelling via connecting flights, it can throw out your entire travel itinerary. By booking connecting flights as a single ticket, you ensure that the airline is responsible for rebooking you on another flight if you miss a connection. This can take the hassle out of adjustments and reduces the risk of additional expenses. If you book each flight separately, the airline may not offer compensation for missing the second flight.

Check in online if possible

Most airlines now offer online check-in within 24 hours of the flight. Once checked in, you’ll receive updates on the status of your flight and you can adjust your plan accordingly. It is important to note that some airlines adhere strictly to the original check-in time, even if a flight is delayed. So confirm what time you need to be at the airport.

Pack carry-on only

Travelling with just carry-on luggage can simplify things for the airline. It allows them to rebook you quickly if there are last-minute seats available when other guests have failed to make the flight. Carrying only a carry-on bag can also help reduce stress when rushing to catch a connecting flight. It can also save you time and hassle when you reach your destination since flight delays or cancellations increase the chances of lost luggage.

Don't plan activities on arrival day

We know you want to cram in as much as possible on your break, or even if you’re flying for business reasons, but don’t be tempted to book tours or meetings on the day you’re arriving. Leave the arrival day free of booked activities. It will reduce stress levels and if a delay or cancellation in your travel plans occurs, you won’t suffer from the domino effect of missed events.

Changes and cancellations

Each airline has different rules for dealing with changes and cancellations. So it’s a good idea to read and understand the terms and conditions before booking. Yes, we know it’s in small print and a pain, but it will ensure you understand any extra costs and avoid potential hassles.

Qantas has come under fire for accumulating $800 million in unused flight credits because of its unnecessarily complicated flight credit system and lengthy delays to book flights through its call centre. The ACCC received a record-breaking 1780 complaints about Qantas in the 2022 financial year. By comparison, the number of complaints about Qantas’ budget arm Jetstar fell by 33 percent to 544, and rival carrier Virgin Australia recorded a 27 percent fall with 359 contacts.

 

 

In Australia, airlines do not guarantee their timetables. The airline's contract with you, the passenger, is to transport you from point A to B, with the time being fluid.

If a flight is delayed or cancelled because of something within the airline's control, such as mechanical or crewing issues, the airline may either fly you on another scheduled service as soon as space is available or provide a refund. Depending on the airline, meals, refreshments, accommodation and transfers may be provided, appropriate to the length of the delay.

If the delay or cancellation is outside the airline's control, such as bad weather or volcano ash clouds, the airline will try to help you reach your destination but will not be responsible for any costs or expenses incurred. That’s usually where travel insurance comes in handy.

Should you always ask for a refund?

Airlines put in a significant amount of effort to rebook passengers on other flights, even if that means booking them with competitors. Sometimes there are simply no other flights available. This will generally happen when a severe weather event has occurred. When you choose to refund your flight, you are choosing to take responsibility to get yourself to where you need to go, or you forfeit your trip. Take a few minutes to try to book with alternative airlines to see if there are available options before you agree to a refund over a rebook.

Pros

• • You can use the refund to buy a ticket with a different airline if there are no other flights available on your original airline
  • You have the option to choose a different mode of transportation, such as a train or bus
  • You may be entitled to compensation on top of your refund, depending on the airline's policy and the length of the delay

Cons

• • You may have to wait several days or even weeks for the refund to be processed
  • If you choose to buy a new ticket with another airline, the cost may be higher than the original ticket
  • If you have connecting flights or travel plans that depend on the original flight you will need to make alternative arrangements

Before deciding, it's important to check the airline's policy on refunds and to explore all your options for alternative travel arrangements.

Policy comparison: What the airlines offer

The conditions of carriage of airlines provide information on how they handle flight delays and cancellations. We compared the policies of Qantas, Virgin and Jetstar to see how they stack up. Qantas has removed the compensation it provides for delays and cancellations not within their control to be on par with Virgin and Jetstar. None of the airlines guarantees flight times.

Within the airline's control

These policies apply to delays and cancellations that are within the airline's control, such as aircraft maintenance or crewing issues.

Put on the next available flight if delayed or cancelled?

• • Qantas: Yes, at no cost to you if Qantas makes a significant change to your flight time
  • Virgin: Yes, at no cost to you, once delay is for more than two hours
  • Jetstar: Yes, for delays three hours or more, at no cost to you

Option of a refund instead?

• • Qantas: Yes, if you request it
  • Virgin: Yes, if you request it
  • Jetstar: Yes, if you request it

Pay for meals, refreshments, accommodation and transfers?

• Qantas
  • Meal or vouchers if the delay is greater than two hours while you wait at the airport, if you’re at home or away. If you’re away from home, you’ll receive $30 per person overnight if the departure is within 12 hours of the original time; $50 for meals and transfers if the delay is more than 12 hours;
  • And, appropriate to the length of delay, if you're not at your home port, transfers and assistance to find overnight accommodation or up to $200 for a room. If you’re at home port, you’ll receive a voucher for transfer if you’re delayed overnight.
• Virgin
  • Refreshment vouchers at two-hour intervals while you wait at the airport, or reasonable meal costs if vouchers are not available;
  • 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
  • No

Outside the airline's control

These policies apply if the delay or cancellation occurs for reasons outside the airline's control, such as bad weather, industrial action or air traffic control issues.

Put on the next available flight if delayed or cancelled?

• • Qantas: Will book you on the next available flight, at no cost to you
  • Virgin: Yes, once delay is for more than two hours, at no cost to you
  • Jetstar: Yes, for delays three hours or more, at no cost to you

Option of a refund instead?

• • Qantas: Yes, if you request it
  • Virgin: Yes, if you request it
  • Jetstar: No, but you can request a flight credit for the value of your flight

Pay for meals, refreshments, accommodation and transfers?

• • Qantas: No - Qantas no longer provides up to $200 for a room overnight
  • Virgin: No
  • Jetstar: No

Jetstar’s customer guarantee

Unbeknown to most passengers, Jetstar offers a $50 travel voucher if they fail to meet certain promises related to customer service:

• • Provide a call centre that’s open 24 hours per day, seven days a week, 52 weeks per year. (We have been told its call centre is on restricted hours between 6am and 10pm, so it’s unclear how this promise now applies)
  • Update you on a schedule change or flight cancellation made before the day of your departure, which delays your travel plans by more than 30 minutes
  • Update you on a delay of more than 45 minutes or cancellation if they are aware more than two hours prior to scheduled departure time
  • Provide an outcome to your complaint within 15 days
  • Provide a refund within 15 days of agreeing to it

Jetstar promises to provide a $100 travel voucher if they can’t put you on your booked flight, for reasons such as switching to a smaller aircraft, weather restrictions or overbooking the flight.

The catch is, you need to ask for the travel voucher, or you won’t receive it. The vouchers are valid for six months from the date of issue.

Travel insurance for cancelled or delayed flights

Travel insurance can be a lifesaver when it comes to unforeseen events during travel. Before booking travel insurance, check the policy for coverage related to cancelled or delayed flights. In most cases, it will cover the cost of booking into a hotel and a set amount of meals. Don't forget to take note of the emergency contact number provided in your policy so you can reach out for assistance if needed.

Airline policies for flight delays and cancellations

 

 

Understanding the policies of different airlines can help you be better prepared for unexpected travel disruptions. It's worth having a look before you book:

• • Qantas' policy for flight delays and cancellations.
  • Virgin's policy for flight delays and cancellations.
  • Jetstar's policy for flight delays and cancellations. 

Our CEO, Jo Ucukalo, was on ABC Radio Brisbane discussing Qantas complaints. She compared flight credits offered by Virgin Australia and Qantas as well as how to get your complaint heard and resolved faster. If you've had a frustrating experience with an airline's customer service, don't hesitate to lodge your complaint with us. We will help you navigate the process and ensure you’re back in the air in now time.