Understanding Passenger Rights: Navigating Flight Cancellations
Navigating the murky waters of flight cancellations can be overwhelming. With numerous laws and regulations in place, it's essential to know your rights as a passenger. Two real-life examples, involving both domestic and international flights, shed light on this crucial aspect.
Domestic Flight Cancellation: A Kiwi Family's Ordeal On 21st September 2023, as reported by the New Zealand Herald, David Isaacs and his family were en route to Auckland Airport when they received a jolting email. Just 2 hours before their scheduled flight to Wellington with Jetstar, they learnt of its cancellation. With no immediate alternatives provided by Jetstar and a tight schedule to adhere to, the family hastily booked another flight with Air New Zealand, costing them an additional $1564.
Although David sought reimbursement for the new flights, Jetstar initially declined, citing their refund offer as final.
Know Your Rights: Key Regulations for New Zealand domestic flights
1. Civil Aviation Act 1990 (CAA): For domestic flights within New Zealand, should your flight be cancelled or delayed owing to the airline's control, you might be eligible for damages caused by the delay, up to ten times your ticket price. 'Uncontrollable disruptions' could range from weather conditions to major events such as volcanic eruptions.
2. Consumer Guarantees Act 1993: The Consumer Guarantees Act assures that services will be executed with due care and skill within a reasonable time frame.
3. Terms and Conditions of the Airline: Always acquaint yourself with the airline's stipulated terms and conditions. They delineate what you're entitled to for a flight cancellation, from compensation to meals.
International Flight Overbooking: The Unfortunate Case of Offloading
Jane Thompson, a Kiwi traveller, was eagerly awaiting her international flight from Auckland to Los Angeles. As boarding commenced, she was shocked to be informed that she couldn’t board due to the flight being oversold. Jane, along with a few others, was offloaded because the airline had overbooked the flight, assuming some passengers wouldn't show up. They did. Jane missed important meetings and faced considerable inconvenience.
International Flight Cancellation
While domestic cancellations are governed by local laws, international cancellations are governed by the Montreal Convention in over 135 countries. It is a treaty determining air passengers' rights and airlines' obligations. For instance, if you find your international flight cancelled due to unforeseen reasons, this convention provides guidelines on compensation, delays, and lost baggage. Specific entitlements will hinge on the cancellation reason. Read more about the Montreal Convention here.
Steps to Take For Flight Cancellations
Promptly contact the airline for available options.
Retain any documentation or communication pertaining to the cancellation.
Familiarise yourself with your airline’s terms and conditions.
If you feel your rights have been violated, consider seeking legal advice.
In summary, while protections exist for passengers, the cancellation's specifics play a decisive role in determining available remedies. Always be informed and consider seeking legal guidance when necessary.
