Consumer Alert – Flights

Can you get compensated for taxis to the airport?

Some consumers are wondering if they can be compensated for the cost of travelling to and from the airport when their flights keep getting cancelled because of ash cloud.

Under the Civil Aviation Act, the airline is not responsible for damages (costs) caused by meteorological conditions (such as ash clouds) or compliance with instructions given by an air traffic control service.

But if your loss was caused because the airline did not use reasonable skill and care in the supply of their customer services then you could also claim for consequential loss (your taxi fare) under the Consumer Guarantees Act.

You would need to prove that they didn’t use the level of skill and care that would be expected from a competent airline (for example, by not letting you know the flight was cancelled) but you would also have to take into account anything they have said in their terms and conditions that explain how they will communicate with you if flights are cancelled. For example, if they say they won’t be able to contact you if flights are cancelled, that is part of your contract with them that you have agreed to.”

If you have travel insurance, the taxis and other costs may be covered. So check your policy and give the insurance company a call.

Find out more about what to do when you have a problem with services.