International flight rights: delays, cancellations and lost baggage
You’re often entitled to a refund and can claim back other costs if it’s the airline’s fault.
Find out your international flight rights and how to claim, depending on where you’re flying from and to.
International flight rights
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My international flight has been cancelled. What are my rights?
For international flights, your rights differ depending on where you are, where you’re heading and where the airline is based.
Assuming the airline is at fault, you should be entitled to reimbursement of your airfare and other costs under the Montreal Convention (up to a limit).
It will apply if you’re flying between two signatory countries (countries that have signed the Convention agreement), such as Australia and New Zealand.
However, airlines won’t be liable under the Convention if they can prove they took “all measures that could reasonably be required to avoid the damage [incurred by the cancellation or delay].”
You can claim compensation up to a limit of around $15,800.
If you’re flying through the EU and the UK, different rules apply.
EU and UK passenger flight rights
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The EU’s Denied Boarding Regulation provides clear-cut consumer protection.
You can claim compensation if your airline is responsible for cancelling or delaying your flight. You must be flying from the UK or EU or flying into an EU or UK airport on an airline based in the EU or UK to be covered.
For cancellations, you’re entitled to choose between re-routing to your final destination, a return flight home or a refund.
If you arrive at your final destination with a delay of 3 hours or more, you’ll also be entitled to assistance such as meals and free phone calls. If you're stranded overnight, you should also be able to claim for accommodation.
And you may be entitled to compensation proportionate to the distance you’re travelling – up to €600 (around NZ$1,200) for flights further than 3500km.
The EU has a tool that can tell you what your rights are depending on your situation.
US passenger flight rights
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In the US, if an airline cancels your flight for any reason, or there is a significant schedule change, and you choose not to travel, it must provide you with a refund.
However, airlines are not required to give compensation.
If you’re bumped from your flight due to over-booking, the Department of Transportation requires airlines to compensate you in some circumstances.
Compensation is based on:
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the length of the delay
whether you were voluntarily or involuntarily bumped.
If it’s the latter, you can get up to 400% of your one-way fare, capped at US$2,150 (about NZ$3,800).
I missed my onward connection because of delays to an international flight. Does the airline have to reimburse me for my extra expenses?
An airline must reimburse you for extra expenses after an international flight delay if the delay was within the airline’s control.
You’re entitled to claim compensation under the Montreal Convention (up to around $15,800). If you’re flying through the EU and the UK, you may have additional protections.
If the airline doesn’t pay, you can lodge a claim at the Disputes Tribunal. It’ll cost you $61 to file a claim if you’re asking for less than $2,000 (the fee rises for claims above this).
For delays beyond the airline’s control, such as weather events, check with your travel insurer (if you have one) and the terms and conditions of your ticket to see what you’re covered for.
My baggage has been lost in transit. What are my rights?
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On an international flight, your baggage is covered by the Montreal Convention. The convention sets out the maximum amount an airline has to pay if your baggage is lost, damaged or delayed. The sum is about $3,800.
If your baggage is delayed, the airline only has to cover the cost of essential items. Typically, airlines don’t accept liability for consequential losses.
To claim for damaged baggage, you must write to the airline within 7 days of getting your bags back.
For delayed luggage, you must claim within 21 days from the date the baggage should’ve been available to you.
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Poll: Is it ok to regift something that you have been given?
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What’s your take on asking for a receipt if a gift doesn’t fit?
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Charities turning away high numbers of volunteer applications
Charities are turning away people wanting to volunteer amidst a flood of interest they say is linked to the high rate of unemployment.
It comes as some businesses receive thousands of applications for paid roles and people look for experience anywhere they can.
The advocacy organisation Volunteering NZ has been tracking the trend. Spokesperson Margaret McLachlan said there has been a considerable rise in applications for volunteer roles across a range of charities.
Many application forms asks people to divulge if they are job hunters.
"Over the last year or so, they are seeing more people coming in who are saying they are in that category. They are looking for work but doing volunteering while that process is taking place."
"As unemployment increases and the cost of living, times are tougher for everybody."
At the same time, she said community organisations supporting social services were busier and needed more helpers.
McLachlan said depending on the organisation, they might want to do a police check, a reference check and an interview.
"In some cases it can be a process to go through and not always, and that can take some time.
"It's actually the same barriers that a person might find in finding a job, can also apply to volunteering. It's not always a easy option."
SPCA had 120 op shops and animal rescue centres across the country in which volunteers worked.
General manager of retail Cathy Crichton said they received about 1300 extra applications for volunteer roles, a 32 percent increase, from June to November 2025, compared to 2024.
"There's definitely a nudge forward which is very exciting and we're very grateful."
But it meant they were not accepting any more volunteers in some areas.
"Because the applications are up it's a unique scenario. But at this point in time, in smaller locations, we've actually got a hold in 19 locations in New Zealand where we are at capacity - and that's very rare and it's a very new trend."
Crichton said anyone seeking volunteer work should think creatively about what skills they can offer - it could be in administration or marketing.
"We'd love to welcome as many people as we could because the more hands on deck the more we can do and the more we can contribute to the community."
She said people were self-motivated to apply for volunteer work.
The unemployment rate rose to 5.3 percent in the September quarter, meaning 160,000 people were jobless. The next quarterly figures are out in February.
"There's a willingness to give back and contribute to the community. Unemployment being high really does encourage people to engage with the workforce and get experience," Crichton said.
"It really is about staying connected with the community and meeting others."
She said they had also seen an increase in young people seeking volunteer work experience.
"It's a great opportunity to get work experience and a reference and there's an appeal there as an employer...I really do think it adds value to a CV."
Stats NZ data showed over half of New Zealanders, 53 percent, volunteered during March 2025 and of those, 27.6 percent volunteered through an organisation and 40.8 percent volunteered directly for another person.
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