Where you’re most likely to get delayed flights - and what to do about it
Nothing ruins the joy of heading on holiday like hearing that your flight is delayed. At best, you’re stuck in the terminal for a few hours, fighting for a power outlet and eating a $9 bag of chips.
At worst, you’re stranded overnight in a foreign country, or you end up missing your connection to your final destination.
The last thing you want is a flight delay. iStock
Unfortunately, delays are a reality of travel. In fact, between 2023 and 2025, Southern Cross Travel Insurance (SCTI) recorded more than 4,000 delay-related claims from Aussies, with more than $5 million paid out.
The biggest culprits for delays? Indonesia, closely followed by the US and Japan. In some instances, the airline is required to help you out of a delay-related jam.
But in certain situations or in certain countries, you’re out of luck.
Here’s what to do if you’re ever in this situation.
Who do I talk to if my flight is delayed?
Your first port of call should be talking to airline staff at the airport.
See what support they can provide, if any – alternate flights, meal vouchers, or accommodation.
If your delay means missing a connecting flight, a cruise, or a big event, make it known to staff – in some instances, they can make you a higher priority.
See what your airline can do to help. iStock
Next up, contact your insurer. The sooner you do this, the easier it will be to process a claim.
Carole Tokody, Chief Executive Officer at SCTI told nine.com.au that documentation is really important.
“Keep written confirmation of the delay or cancellation, and hold on to all receipts for any additional expenses,” she advised.
What do you do if your flight is delayed and you miss your connection?
This depends on how you booked your ticket. If you’re booked on a single itinerary (eg Sydney to London via Singapore, all on one ticket), you’re in luck; the airline is legally obligated to get you to your final destination.
The airline will rebook you onto the next available connecting flight at no extra cost, and depending on the length of your wait, may provide meal vouchers or accommodation.
If you booked two separate flights, though (eg. a budget airline to Perth and then a Qantas flight to London), and you miss the second flight because the first was delayed, it is entirely up to you to fix it. You will likely have to pay a change fee or buy a completely new ticket.
If you're delayed due to weather, the airline doesn't have to help you. iStock
How many hours does a flight have to be delayed to get compensation?
If the delay is the airline’s fault (eg. mechanical or staffing issues), Qantas and Virgin Australia policies state that if a domestic flight is delayed by 2+ hours, they will issue airport meal vouchers. For Jetstar, it’s three hours.
If the delay is because of bad weather or airport traffic, you’re likely to not get anything at all.
For overnight delays that are the airline’s fault, if you are away from your home airport, the airline will generally arrange and pay for a hotel room, plus cover transfers and meals.
But again, if the overnight delay is due to circumstances beyond the airline’s control, you’re out of luck. This is when travel insurance is so important.
Keep a record of everything. iStock
What does travel insurance cover when your flights are delayed or cancelled?
This depends on the policy you’ve purchased. Travel insurance can cover a number of things, not just accommodation or meal expenses at the airport.
It can also cover things like transport expenses and tours or excursions you have prepaid.
However, you can’t just claim everything. Always check with your airline, hotel, or travel provider if they can process any refunds or compensation first – your insurance serves as a back up.
What documents do I need to collect for my travel insurance?
Ask the gate agent or service desk for a written flight disruption statement (sometimes called a Property Irregularity Report or Flight Delay/Cancellation Certificate).
Keep a hold of all the boarding passes you’re issued, and screenshot any alerts or notifications the airline sends you in their app.
If you have to pay out-of-pocket for meals, water, a hotel room, or a taxi, keep the itemised tax receipts.
What should travellers look for when buying insurance?
Carole said travellers should be careful, as not all delays are automatically covered.
Before buying insurance, “it is important to check whether a policy includes cover for travel interruption, delays or missed connections, what limits apply, and whether there are any waiting periods, exclusions or conditions,” she said.
Travel insurance can really help you out in a jam. iStock
“Travellers should also look at whether the policy provides cover for additional accommodation, meals, transport and changes to booked travel.”
That way you know off the bat what you’re able to be compensated for.
For example, eligible travellers with a SCTI insurance policy who are delayed for two hours or more, can get instant access to a $40 voucher without having to submit a claim.
