Error fare cancelled? Your rights explained
General information only, not legal advice. Your rights depend on your booking, the airline, where you booked and the law that applies. For advice about your situation, contact the ACCC, your state or territory consumer protection agency, or a lawyer.
You found a cracking fare, booked it, and then the airline emailed to say it's cancelled. Here's what generally applies in Australia and where to look next.
1. Start with your booking terms
When you book, you agree to the airline's conditions of carriage and fare rules. These set out what the airline says it will do if a booking is cancelled. Read the version that applies to your booking: - Qantas: https://www.qantas.com/en-au/book/flights/conditions-of-carriage - Virgin Australia: https://www.virginaustralia.com/au/en/about-us/policies/legal/conditions-of-carriage/ - Jetstar Airways (JQ): https://www.jetstar.com/au/en/conditions-of-carriage-jq
Jetstar's conditions of carriage say they don't exclude or restrict the Australian Consumer Law, and will be read down where needed to comply with the law.
2. Australian consumer guarantees
The ACCC explains that travel services, including flights, come with consumer guarantees under the Australian Consumer Law. These apply to travel within Australia, to services by international businesses departing Australia, and to travel to Australia booked through a provider's Australian website. They apply whether you booked directly, through a travel agent or through a booking platform.
The ACCC also says airline compensation policies don't replace these guarantees. Whether you're entitled to a remedy, such as a refund or replacement, depends on the circumstances. We can't tell you whether you'll get a refund, or whether an airline will honour a cancelled fare.
3. If you booked overseas
If you booked through an overseas website or with an overseas business, the laws of that country may also give you rights. Check with the consumer regulator in that country.
4. What to do next
- Read the cancellation notice carefully. Note what the airline is offering, such as a refund, credit or a different fare.
- Gather your records. Screenshots of the fare, the fare rules, your confirmation and any emails.
- Contact the airline (or the agent you booked through) in writing. Keep it calm and factual. Ask what they're offering and why.
- Check your other bookings. If you've booked hotels or tours, check their cancellation terms quickly.
- Take it further if you need to. The ACCC's page explains your options if you and the business disagree.
Key takeaways
- This is general information, not legal advice.
- Your booking terms and the Australian Consumer Law both matter.
- Airline policies don't replace consumer guarantees.
- Booked overseas? Local laws there may apply too.
- Keep records and put things in writing.
We don't list fares here, because they change all the time. Check the airline's own website for current fares and conditions.
Sources
- ACCC, Travel delays and cancellations: https://www.accc.gov.au/consumers/specific-products-and-activities/travel-delays-and-cancellations
- Qantas Conditions of Carriage: https://www.qantas.com/en-au/book/flights/conditions-of-carriage
- Virgin Australia Conditions of Carriage: https://www.virginaustralia.com/au/en/about-us/policies/legal/conditions-of-carriage/
- Jetstar Conditions of Carriage (JQ): https://www.jetstar.com/au/en/conditions-of-carriage-jq