Share your experience

The government is looking to make improvements to the aviation industry through the Aviation White Paper. CHOICE will be contributing to this process and we want to hear from you so that we can represent your experiences and push for a better outcome for Australian consumers.

We want to know what it has been like to fly in Australia and overseas in the past 12 months. Your response, including anonymised quotes, may be included in CHOICE’s submission and online content, and in other ways to help campaign for stronger consumer protections. Names will be changed to protect your privacy.

Should Australia’s laws be changed to make it easier to access refunds or compensation when a flight is delayed or cancelled?

Yes

Not sure

Should Australia introduce an independent aviation ombudsman that can investigate complaints and has the power to issue decisions which the aviation industry must act on?

Yes

Not sure

Have you had a flight cancelled or delayed in the previous 12 months?

Select all that apply

Yes, I had a flight that was cancelled

Yes, I had a flight that was delayed

No, I haven't had a flight that was cancelled or delayed

No, I didn't fly in the past 12 months

Who cancelled your flight?

The airline cancelled the flight

I cancelled the flight

Can't remember

Other

What was the main reason why you cancelled the flight?

What was the reason the airline provided for cancelling the flight?

The plane had technical problems

Adverse weather conditions

The flight was overbooked

No reason was given

I can't remember

Other

Which airline did you fly with?

Who provided you with a refund?

Select all that apply

The airline I booked with

A travel agent (e.g. Flight Centre, Helloworld, Webjet)

An online booking site (e.g. Booking.com, Expedia, Tripadvisor)

I can't remember

Other

If you were charged a fee for accessing a refund, how much were you charged?

I wasn’t charged a fee

$1 - $50

$50 - $100

$100 - $200

$200 or more

I’m not sure / I can’t recall

If you were charged a fee for making a change to your booking, how much were you charged?

I wasn’t charged a fee

$1 - $50

$50 - $100

$100 - $200

$200 or more

I’m not sure / I can’t recall

How much money do you estimate you’ve lost in accommodation or other travel expenses (such as the cost of your flight) as a result of your cancelled flight?

I haven’t lost any money

$1 - $100

$100 - $300

$300 - $500

$500 - $1000

$1000 - $1500

$1500 or more

I’m not sure / can’t recall

How much money do you estimate you’ve lost in accommodation or other travel expenses (such as the cost of your flight) as a result of your delayed flight?

I haven’t lost any money

$1 - $100

$100 - $300

$300 - $500

$500 - $1000

$1000 - $1500

$1500 or more

I’m not sure / I can’t recall

How long did you have to wait to get a refund, voucher or other resolution?

Less than one week

Over one week, but less than a month

1 - 2 months

3 - 5 months

6 months or more

How easy or difficult did you find the overall cancellation and refund process to navigate?

How easy or hard was it to use your travel voucher or credit?

How long was your flight delayed by?

While waiting for your delayed flight, were you offered any of the following?:

Meal voucher, appropriate to the duration of the delay

Overnight accommodation, if delayed to the following day

No, I was not offered accommodation or a meal voucher

Other

Did you make a complaint to the airline?

Yes

Were you able to obtain a satisfactory outcome from the airline?

Yes

I'm still waiting for an outcome

Not sure

Did you make a complaint to the Airline Customer Advocate?

Yes

No, I didn’t think it would make a difference

No, I wasn’t aware of the Airline Customer Advocate

No, for another reason

Were you able to obtain a satisfactory outcome through the Airline Customer Advocate?

Yes

I'm still waiting for an outcome

Not sure

Is there anything else you'd like to share about your experience?

Are you happy for a member of the CHOICE team to contact you to discuss your response further?

Yes

Submit response

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