Two in five Australians had flight cancelled or delayed over 12 months, survey says

Less than half of Australians who seek a refund for a cancelled flight receive it within a month while one-fifth of those seeking a refund wait more than six months, a poll has claimed, as the government considers a compensation scheme and a passenger bill of rights. The consumer advocate Choice also claimed, in a survey of about 9,000 Australians, that two in five respondents said they had a flight cancelled or delayed in the 12 months between October 2022 and this year. Of those who had a flight cancelled, 63% claimed no reason was provided for the cancellation. Pursuing a refund was also difficult, respondents claimed, with just 47% reporting they received their money back within a month of asking for it. But 20% had to wait more than six months for a refund, they said. A vast majority – 85% of respondents – also reported they were not offered accommodation or meal vouchers from an airline when their flight was delayed. Bea Sherwood, Choice’s senior campaigns and policy adviser, said Australians were having to “fight tooth and nail with the airlines”. “Our survey found people are feeling frustrated as flights continue to be delayed and cancelled, often without reason or sufficient warning,” Sherwood said. While airlines such as Qantas offer refunds and flight credits, and sometimes accommodation, to passengers whose flights are cancelled, advocates say compensation laws would act as a greater cost disincentive against cancelling flights and set out hard timeframes to pay affected customers.<br/>