Your guide to flying in Australia. Book right, fly prepared and get help when things go wrong.
This Australian Air Passenger Travel Guide provides practical information for air travel in Australia to help make your experience a positive one. It sets out what you, as a passenger, need to know about your rights and responsibilities when flying and breaks down your journey into stages:
- plan smart – planning your trip
- book smart – booking your trip
- before and at the airport
- on the flight and arriving at your destination airport.
It also includes information on:
- what to do if your flight is delayed, disrupted or cancelled
- delayed, lost and damaged baggage
- making a complaint
- travelling for people with a disability
- useful contacts and handy resources.
This guide is not:
- a substitute for airline terms and conditions
- airport policies
- insurance documents or legal advice.
Always consult your airline, airport and/or the relevant authority to gain a complete understanding of your travel requirements. Rules on age limits, baggage, check-in, seating, assistance and disruption policies may differ by between airlines and travel destinations.
Australia is developing a new Aviation Consumer Protection Framework to better protect the rights of airline and airport consumers.
The framework will include an Aviation Consumer Protections Charter that will set the minimum standards. It will also include an Aviation Consumer Ombudsperson to give consumers access to an impartial dispute resolution body to handle complaints about airlines and airports. The Aviation Consumer Protection Authority will enforce the Charter.
Check the interim Aviation Consumer Ombuds Scheme website for updates and subscribe to our mailing list to stay in touch.
