International flight cancelled or delayed? You’re often entitled to a refund and can claim back other costs if it’s the airline’s fault.
Find out your international flight rights and how to claim, depending on where you’re flying from and to.
My international flight is cancelled or delayed. What are my rights?
Your rights when flying internationally depend on where you are, where you’re heading, and sometimes, where the airline is based. More than one set of rules may apply to the same journey.
Montreal Convention (most international flights)
If you are flying between countries that are parties to the Montreal Convention (i.e. most major travel destinations) airlines are generally liable for financial losses caused by delays unless they show they took all reasonable measures to avoid the disruption or that it was impossible to prevent. Mechanical, operational and crew issues are not usually enough for the airline to avoid liability for the delay. But extreme weather events, security threats or air traffic control restrictions are more likely to mean the airline is off the hook.
So, if a delay causes you to incur extra costs, such as accommodation, meals, taxis, or the cost of alternative transport, you can claim those expenses from the airline.
These rules also apply when a flight is cancelled and the airline rebooks you onto another flight that gets you to your destination later than originally planned. In those situations, the cancellation is treated as a delay under the Montreal Convention.
The most you can claim back for a delay under the Montreal Convention about NZ$12,000 per passenger, depending on exchange rates.
However, the Montreal Convention does not provide automatic compensation for every cancelled flight. If your flight is cancelled and you decide not to travel, your rights will usually depend on the airline’s terms and conditions and any local consumer protection laws. In many countries, passengers are entitled to a refund if the airline cancels the flight and the passenger declines an alternative flight.
You may also have additional rights under local passenger protection laws in places such as the EU, UK, US, Canada, Brazil or Argentina. Australia is expected to introduce new rules later in 2026.
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Australia passenger rights
Australia is introducing a new Aviation Consumer Protection Charter to strengthen passenger rights for flights within, to and from Australia.
The charter is still being finalised but is intended to set minimum standards for airlines and airports covering delays and cancellations, refunds and rebooking, passenger assistance during disruptions, complaint handling and lost and damaged baggage.
An independent Ombudsperson will also be established to help resolve complaints that cannot be resolved directly with the airline or airport.
The charter is not expected to include automatic compensation for delays and cancellations.
EU and UK passenger rights
If your flight departs from the EU or UK, or arrives there on an EU or UK airline, you may have rights under EU passenger protection laws. These rights apply alongside the Montreal Convention but operate differently.
Under EU and UK rules, you do not have to prove financial loss.
If your flight is cancelled, you are generally entitled to choose between:
a replacement flight to your destination
a return flight to your original departure point
a refund of your unused ticket.
If your flight is significantly delayed or cancelled, airlines must also provide assistance while you wait. This can include meals and refreshments, communication access and hotel accommodation and transport, where needed.
In some cases, passengers may also be entitled to fixed compensation for delays or cancellations. However, compensation is not payable if:
the airline can show the disruption was caused by “extraordinary circumstances” outside its control - such as severe weather or air traffic control restrictions
passengers were given sufficient notice of the cancellation, usually more than 14 days before departure.
The EU has a tool that can tell you what your rights are depending on your situation.
United States passenger rights
If your flight travels to, from, or within the United States, your rights are set mainly by United States Department of Transportation rules and the airline’s policies.
If your flight is cancelled or significantly changed for any reason, you are entitled to a full refund if you choose not to travel, even on a non-refundable fare. If you still wish to travel, airlines will usually rebook you on the next available service.
US law does not generally require compensation for delays. Airlines may provide assistance such as meals, hotel accommodation, or travel credits, but this is generally voluntary.
If you are denied boarding due to overbooking, you may be entitled to compensation of up to 400% of your one-way fare, capped at around US$2,150, depending on the delay to your arrival.
How these systems work together
Different rules may apply to the same journey.
The Montreal Convention covers proven financial loss caused by delay in arrival
EU and UK rules provide fixed rights to assistance, refunds, rerouting, and sometimes compensation
US rules focus mainly on refunds and denied boarding compensation
New Zealand law provides rights under the CAA, and CGA, including reimbursement of reasonable costs in some situations.
More than one set of rules may apply to the same disruption, but you cannot recover the same loss twice.
What about travel insurance?
If you’re out of pocket but have purchased travel insurance, check your policy or ask your provider to see whether you can make a claim.
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