Flights, cancellations and delays

Your rights when a flight is cancelled, delayed, or overbooked

This page helps you work out if you can get a refund, rebooking, or compensation when your flight is cancelled, delayed, or oversold. It also tells you what to do next.

If you think you may be entitled to a refund, rebooking, or reimbursement, follow these steps. 

By the end of this page, you should be able to work out what you’re entitled to and know the next steps to take with the airline.

If your flight is cancelled, delayed, or oversold, your rights depend on:

• what caused the disruption
• whether your flight is domestic or international, and
• what outcome you're seeking (refund, rebooking, or compensation).

In New Zealand, airlines and travel agents must follow consumer law, including the Consumer Guarantees Act (CGA) and Fair Trading Act (FTA).

Understanding who is responsible

If the airline was at fault (for example, staffing, maintenance, or overselling), you’re more likely to be entitled to a refund, rebooking, or reimbursement of reasonable extra costs.

If the disruption was outside the airline’s control (for example, severe weather), your refund and compensation rights usually depend on your ticket terms; travel insurance may help.

Quick guide to your rights

• If your flight was cancelled, you may be entitled to a refund, rebooking, or reimbursement, depending on why it was cancelled.
• If your flight was delayed, your rights depend on whether the delay was within the airline’s control.
• If you were bumped from an oversold flight, you may be entitled to compensation, a refund, or rebooking.

Paying for a service you did not receive

If you paid for optional extras (such as seat selection, extra baggage, or a specific seat type) and the airline didn’t provide them, you can ask for:

• a refund of the fee, or
• compensation if you were downgraded or suffered a loss as a result.

For domestic NZ flights, refunds for extras depend on the fare rules. If a refund applies, it must include the extras you paid for.

If your flight is cancelled

You may be entitled to:

• a refund,
• reimbursement for reasonable costs, or
• rebooking on another service.

What you’re entitled to depends on whether:

• the airline caused the issue (for example, staffing or maintenance), or
• the cause was outside their control (for example, severe weather).

Domestic flights

Domestic flights are covered by the Civil Aviation Act, airline conditions of carriage, and general consumer law.

International flights

Your refund or reimbursement rights depend on:

• the airline’s conditions of carriage, and
• international conventions, depending on where you’re flying.

You may be entitled to a refund or reimbursement for costs directly linked to the cancellation.

If your flight is delayed

You may be entitled to:

• care and support (such as meals, accommodation, or transfers),
• rebooking on the next available flight, or
• reimbursement for reasonable expenses.

This depends on whether the delay was within the airline’s control.
If the airline is responsible (for example, mechanical issues), you’re more likely to be entitled to reimbursement or compensation.

If you were bumped from an oversold flight

If you’re bumped because the airline oversold the flight, you may be entitled to:

• compensation,
• a refund, or
• rebooking on the next available flight.

Check the airline’s conditions of carriage for exact entitlements.

The difference between Refunds, reimbursement, and compensation

• A refund means you get your money back for the unused portion of your ticket.
• A reimbursement means the airline repays reasonable costs you had to cover because of a disruption they caused (for example, meals, transport, accommodation).
• Compensation usually applies when the airline is responsible, such as in cases of overselling.

What to do next

Step 1: Check the airline’s conditions of carriage

These explain refunds, compensation, and what happens if flights are cancelled or delayed.

Step 2: Ask the airline to fix the problem

Explain what happened and what you’re asking for: a refund, reimbursement, or compensation.

Step 3: Keep records

Save receipts, booking confirmations, and messages from the airline.

Step 4: Make a complaint if needed.

Use the airline’s complaints process. If it’s still not resolved, you can escalate through the airline dispute resolution scheme or relevant authority listed on Consumer Protection.

These rights are supported by New Zealand consumer law.