If your flight was delayed, cancelled, or you were bumped due to overbooking, you may be entitled to compensation of up to €600 (roughly AUD $980) per passenger. This is separate from any refund or rebooking the airline already offered you. Most travellers never claim it, because they don’t know it exists or assume the process is too complicated. This guide explains who’s eligible, how much you could receive, and how claims services like AirHelp, AirAdvisor and Compensair handle the process on your behalf.
What is flight compensation?
Flight compensation is a fixed cash payment owed to passengers when an airline is responsible for a significant delay, cancellation, or denied boarding. It’s governed primarily by EU Regulation 261/2004 (EU261), which applies to flights departing an EU airport on any airline, or flights arriving in the EU on an EU-based carrier. This includes long-haul routes many Australians fly, such as Perth to London via the Middle East or Europe.
This compensation is separate from and paid in addition to any refund, meal voucher, or rebooking the airline provides. It exists specifically to penalise airlines for disruptions within their control, and it’s a legal entitlement, not a goodwill gesture.
Does flight compensation apply to flights within Australia?
No. Australia doesn’t have a statutory flight compensation scheme equivalent to the EU’s EU261 regulation. If your domestic flight is delayed or cancelled, the airline isn’t legally required to pay you a fixed cash amount the way EU261 requires for eligible international flights.
That doesn’t mean you have no options. Under Australian Consumer Law, airlines must still provide a remedy – typically a refund or rebooking – when they cancel a flight or fail to deliver the service you paid for, though this falls short of the cash compensation EU261 provides. Some airlines also offer discretionary goodwill credits for lengthy delays, though these aren’t guaranteed. Travel insurance with delay and cancellation cover is generally the most reliable way for Australian travellers to protect against the cost of domestic disruptions.
Where EU261 does apply to Australians is on international itineraries – flights departing an EU airport, or arriving in the EU on an EU-based airline. Example: If you fly Perth to London via Doha, and the final leg into the EU is delayed, that flight may still be eligible even though you started your journey in Australia.
How much compensation can you claim?
Compensation amounts are fixed by flight distance, not by how much you paid for your ticket:
| Flight distance | Compensation amount |
|---|---|
| Under 1,500 km | €250 (approx. AUD $410) |
| 1,500 km to 3,500 km | €400 (approx. AUD $655) |
| Over 3,500 km | €600 (approx. AUD $980) |
A business class ticket and an economy seat on the same disrupted flight receive the same compensation amount – this is a flat penalty, not a percentage of fare.
Compare flight compensation services in Australia
Several companies specialise in flight compensation claims for Australian travellers. Here’s how the main options compare:
AirHelp
AirAdvisor
Compensair
Top Flight Compensation Deals
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Am I eligible to claim?
You may have a valid claim if your situation meets the following criteria:
- Delay of 3+ hours: your flight arrived at its final destination 3 hours or more after the scheduled time.
- Cancellation with short notice: your flight was cancelled less than 14 days before departure, and you weren’t offered a reasonable alternative.
- Denied boarding: you were bumped from an oversold flight, even if you had a valid ticket and checked in on time.
- Within the claims window: the disruption occurred within the last 3 years.
- Route eligibility: your flight departed from an EU airport, or arrived in the EU on an EU-registered airline.
Compensation does not apply if the disruption was caused by “extraordinary circumstances” outside the airline’s control. Extreme weather, air traffic control strikes, or security threats are examples. Staffing shortages, technical faults, and scheduling errors generally do not count as extraordinary circumstances, and are usually claimable.
How the claims process works
You can submit a claim directly to the airline yourself at no cost, or use a claims service that manages the process for a percentage fee. Here’s how the latter typically works:
- Submit your flight details. Enter your flight number and date of travel. The service checks eligibility against airline and regulatory data, usually within minutes.
- The service manages the claim. If eligible, they contact the airline directly, handle documentation, and pursue legal action if the airline refuses to pay voluntarily.
- You get paid. If the claim succeeds, compensation is paid to you minus the service fee. Most operate on a no-win, no-fee basis. If the claim fails, you owe nothing.
Should you use a claims service or claim directly?
You are always entitled to claim directly with the airline and keep 100% of your compensation. Whether a claims service is worth the fee depends on your situation.
A claims service makes sense if: you don’t want to deal with airline customer service, your claim is likely to be disputed or need legal escalation. You may wish to pay a fee rather than risk spending hours on a claim that goes nowhere.
Claiming direct makes sense if: you’re comfortable contacting the airline yourself, the claim is straightforward, and you have time to follow up if the airline is slow to respond.
Common mistakes that cause claims to fail
- Not keeping boarding passes, booking confirmations, or delay/cancellation notices as evidence.
- Accepting an airline’s initial refusal without escalating – many airlines reject claims by default and only pay after formal escalation.
- Assuming a refund already received rules out compensation – the two are separate entitlements.
- Missing the 3-year claims window for eligible flights.
- Not checking eligibility for connecting flights, where delays on one leg can trigger compensation for the whole itinerary.
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Frequently asked questions
Do I need proof my flight was delayed or cancelled?
Keep your boarding pass, booking confirmation, and any communication from the airline about the disruption. Claims services can often retrieve flight status data independently, but having your own records speeds up the process.
How long does a flight compensation claim take?
Straightforward claims can be resolved within a few weeks. Cases requiring legal action against the airline can take several months.
Does flight compensation cover domestic Australian flights?
No. EU261 compensation only applies to flights departing an EU airport, or arriving in the EU on an EU-based airline. Domestic Australian flights aren’t covered under this scheme, though some other jurisdictions have their own passenger rights rules.
What happens if my claim is rejected?
Claims services generally work on a no-win, no-fee basis, so you won’t be charged if the claim fails. Many will also advise whether it’s worth escalating further or pursuing through small claims processes.
Can I claim if I already received a refund for my ticket?
Yes. A refund for an unused or cancelled ticket is separate from compensation for the disruption itself. You may be entitled to both.
Michael is a contributor to The Champagne Mile – Deals. No fancy credentials – just a genuine obsession with finding ways to travel better for less, and sharing those finds with anyone who’ll listen. Michael figures there are plenty of other Australians who’d rather spend five seconds clicking a link than five hours searching for a working code. When he’s not buried in promo codes, Michael is probably planning his next trip overseas or dirtbike adventure.