No one wants to begin their overseas holiday with a delayed departure or an unexpected flight cancellation. Unfortunately, airline disruptions are becoming increasingly common due to severe weather, mechanical issues, air traffic congestion, industrial action, and operational problems.
While many delays are only a minor inconvenience, others can result in missed connections, additional accommodation costs, cancelled tours, or even days of lost travel. Knowing what to do when your flight is delayed can help reduce stress and may also make it easier to recover eligible costs through your travel insurance.
In this guide, we’ll explain practical steps to take when travel plans change, what information you should request from your airline, which documents to keep, and how Go Insurance may be able to help if your journey is unexpectedly disrupted.
Why flight delays happen
Airlines operate incredibly complex schedules, and even a small issue can have a ripple effect across multiple flights. Some of the most common causes of delays and cancellations include:
- Severe weather such as storms, cyclones, heavy snow or fog
- Mechanical or technical problems with the aircraft
- Air traffic control restrictions
- Airport operational issues
- Industrial action affecting airlines or airports
- Security incidents
- Medical emergencies involving passengers or crew
Some situations are within an airline’s control, while others are not. Regardless of the cause, it’s important to understand your options and act quickly.
For general passenger rights and travel advice, visit the International Air Transport Association (IATA) travel information page.
You should also monitor the Australian Government’s Smartraveller website before and during your trip for travel advice and updates.
What to do if your flight is delayed or cancelled
A delayed flight can quickly become overwhelming, especially if you’re in an unfamiliar airport. Having a simple plan can make the situation much easier to manage.
1. Speak to the airline immediately
As soon as you learn your flight has been delayed or cancelled, head to the airline’s service desk or contact them through their customer service channels.
Ask questions such as:
- What caused the delay?
- How long is the expected delay?
- Have I been automatically rebooked?
- Are there earlier or alternative flights available?
- Can I be placed on another airline if necessary?
- Will the airline provide accommodation or meals?
- What happens to my connecting flights?
If the airline confirms the disruption in writing, save that confirmation as it may be useful if you later need to make an insurance claim.
2. Keep every document
One of the biggest mistakes travellers make is throwing away paperwork once they’ve reached their destination.
Keep copies of:
- Boarding passes
- Flight itineraries
- Delay notifications
- Cancellation emails
- Rebooking confirmations
- Baggage receipts
- Hotel invoices
- Meal receipts
- Taxi or public transport receipts
- Receipts for any essential purchases
If possible, take screenshots of airline notifications through their app as well.
Good records make the claims process much smoother.
3. Check your connecting bookings
A delayed first flight can affect much more than just your arrival time.
Review whether you may miss:
- Connecting flights
- Cruises
- Train tickets
- Airport transfers
- Accommodation check-ins
- Day tours
- Sporting events
- Concerts
- Theme park tickets
Contact each provider as early as possible. Many companies are willing to move bookings if they know about the delay in advance.
4. Keep everyone informed
If family members are meeting you, or you’ve organised airport transfers or accommodation hosts, let them know your revised arrival time.
Many accommodation providers can adjust late check-in arrangements if they’re given enough notice.
When should you contact Go Insurance?
If your trip has been significantly disrupted, don’t wait until you return home if you need assistance.
Go Insurance’s Contact Us team is available 24 hours a day, 7 days a week to help guide you through unexpected travel situations. They can explain what information you’ll need, discuss your options, and help you understand the next steps if you believe you may be covered under your policy.
You can find the latest contact details on the Go Insurance Contact Us page.
How travel insurance could help
Every policy has terms, conditions, exclusions and benefit limits, so it’s important to read your Product Disclosure Statement (PDS). However, depending on your policy and the circumstances surrounding the disruption, travel insurance may provide cover for eligible unexpected expenses.
Additional accommodation
If you’re forced to stay longer because your flight has been delayed or cancelled, you may be able to claim eligible additional accommodation costs that you wouldn’t otherwise have incurred.
Always keep your hotel receipts.
Additional transport expenses
Unexpected delays sometimes require extra transport such as:
- Airport transfers
- Taxis
- Public transport
- Replacement transport arrangements
Keep receipts for any reasonable additional expenses.
Rebooking travel
Sometimes alternative flights need to be arranged after a disruption.
Depending on your circumstances and the terms of your policy, travel insurance may assist with eligible additional travel expenses if your journey is unexpectedly interrupted.
Always speak with your airline first, as they may rebook you at no additional cost before you make your own arrangements.
Missed prepaid activities
Missing the first day of your holiday can be disappointing, particularly if you’ve already paid for activities that can’t be rescheduled.
Examples might include:
- Guided tours
- Theme park tickets
- Cultural experiences
- Sporting events
- Excursions
- Pre-booked sightseeing
If the delay means you lose money on prepaid arrangements that cannot be recovered elsewhere, your travel insurance may provide cover for eligible non-refundable costs, subject to your policy terms.
Missed connections
Long-haul travel often involves multiple flights.
If an unexpected delay causes you to miss an onward international connection, your policy may help cover eligible additional costs needed to continue your journey, depending on the circumstances and policy conditions.
Should you book your own replacement flight?
This is one of the most common questions travellers ask.
The answer is: not immediately.
Before purchasing expensive replacement tickets:
- Speak with your airline first.
- Ask whether they’ll rebook you.
- Ask whether another airline can accommodate you.
- If practical, contact Go Insurance if you believe you may need to make a claim.
Buying new flights without first checking your options could complicate matters if the airline was already willing to transport you on another service.
Tips for reducing the impact of delays
While nobody can prevent weather or mechanical problems, a little planning can reduce the impact of disruptions.
Consider:
- Booking longer connection times for international transfers.
- Downloading your airline’s mobile app for real-time updates.
- Carrying essential medication and valuables in your hand luggage.
- Packing a phone charger or power bank.
- Keeping one day’s clothing and toiletries in your carry-on bag.
- Saving digital copies of important travel documents.
- Purchasing travel insurance soon after booking your trip so you’re protected before you travel, subject to your policy terms.
If you’re stranded overnight
An overnight delay can feel particularly stressful.
Focus on:
- Confirming your new flight.
- Asking the airline whether they’ll provide accommodation or meal vouchers.
- Keeping receipts for any reasonable expenses you pay yourself.
- Staying updated through the airline’s official channels.
- Contacting Go Insurance if you need guidance about your situation.
Remaining calm and organised often makes resolving disruptions much easier.
Prevention is better than panic
No travel insurance policy can stop flights from being delayed, but having appropriate cover can provide valuable financial protection when unexpected events interrupt your plans.
Just as importantly, knowing exactly what to do during a disruption, speaking with your airline, keeping good records, and seeking assistance early can help minimise both stress and out-of-pocket expenses.
Whether your delay lasts a few hours or several days, preparation makes a difference.
Before your next overseas adventure, consider arranging travel insurance that suits your needs. You can get a free quote through the Go Insurance Australia website, and if your journey is unexpectedly disrupted while you’re travelling, remember that the Go Insurance team is available 24 hours a day, 7 days a week to provide guidance and support when you need it most.