The Australian Government’s interim Aviation Consumer Ombuds has developed tips to help travellers have a smooth and safe trip. The tips cover common aspects of travel such as terms and conditions, travel insurance, medical clearance, packing safely and staying informed during disruptions.
Check the latest terms and conditions when you book
Airline and travel provider terms and conditions can change. Before you book, review the current conditions of carriage and fare rules, including what your ticket includes, and the airline’s policies on changes, cancellations and refunds. See our Airline and Airport Information section for helpful information for the major domestic airlines, some international airlines and major airports.
Understand your travel insurance
Travel insurance isn’t mandatory, but it is strongly recommended, including for domestic travel. Policies vary across providers and products, so check what you’re covered for and any exclusions before you travel. Always read the Product Disclosure Statement (PDS).
Helpful links
Make sure you’re fit to fly
Airlines often have restrictions and conditions for those with an injury or who have undergone surgery. If you’ve recently had a procedure, find out if you need to get medical clearance from your doctor first. In some circumstances, an airline may require medical clearance or specific paperwork. If in doubt, check directly with your airline.
Pack right, safe flight
Many everyday items have restrictions. Pack carefully to reduce the risk of delays at screening, items being removed, or baggage being left behind. In particular, spare batteries and power banks should be carried in cabin baggage. Airlines may also restrict the use of power banks on board, so check your airline’s requirements.
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Download airline apps and update your details
Flight details like departure time and gate can change. Airline apps and notifications can help you stay informed and receive timely updates. Even if you booked through a travel agent, register for airline apps to make sure you get the latest updates for your flight, including time changes or delays. If you booked through a travel agent or third party, make sure your contact details are correct and ask if your details have been passed on to the airline.
Know your airport – and the route to it
Airports and terminals can change due to construction works, access changes or parking updates. Plan how you will get to the airport, confirm which terminal you need, and allow extra time for traffic, public transport delays and peak periods. If you have accessibility needs, review your airport’s website for information on drop‑off points and how to arrange assistance.
Early bird catches the flight
Traffic, queues, screening delays, even issues from the day before can build up. Arriving early can make the difference between a travel disaster or travel highlights package. Check with the airport and airline pre-flight about their recommended arrival time, and remember that check-in, bag drop and boarding deadlines apply even if you check in online.
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Double check for gate changes
Gates can change right up to boarding. Check airport screens and airline apps regularly and listen to announcements.
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Accessibility and special assistance
Air travel can be challenging for people who need additional support. Planning ahead can help you travel more safely and with dignity.
Tell your airline as early as possible (ideally at least 48 hours before travel) so arrangements can be made. This is especially important if you’re travelling with mobility aids, medical equipment or an accredited assistance animal.
If you have medicines, medical devices, mobility aids, hidden disabilities, cultural or religious requirements, or other special circumstances, tell screening officers before screening begins. Alternative screening methods may be used where appropriate.
If you experience discrimination or are refused assistance, keep notes and ask for key decisions to be provided in writing where possible. You can also make a complaint to the relevant airline or airport first, and then consider external escalation pathways.
Helpful links
- CASA: passengers with disability and reduced mobility
- Home Affairs: people with special circumstances (TravelSECURE)
- Smartraveller: advice for travellers with a disability
- Rare Voices Australia: Navigating Air Travel with Rare Disease Disability (Toolkit PDF)
- Australian Human Rights Commission: how to make a complaint
- Airport accessibility and special assistance information
If your flight is delayed or cancelled
If your flight is delayed or cancelled, check airline updates, speak with airline staff at the airport, and contact your travel agent if you booked through one. Under Australian Consumer Law, you may be entitled to a remedy (such as a refund or replacement service) depending on the circumstances. Airlines may also have their own policies about rebooking, refunds and support such as meals or accommodation for significant delays, particularly where the disruption is within the airline’s control.
Helpful links
On the flight
Your behaviour plays a key part in ensuring that you and other passengers fly safely and comfortably. You must behave appropriately on your flight, and can’t do things like use threatening language, interfere with crew/equipment, smoke, drink your own alcohol, or disobey instructions. See CASA’s instructional videos and CASA website for more information on cabin safety and behaviour.
Arriving at your destination airport
If you’re arriving back in Australia from overseas, you’ll need to complete an Incoming Passenger Card. If you’re not an Australian Citizen you must hold a valid visa when entering Australia. For information on what can be brought in and out of Australia, and what items need to be declared, visit the Australian Border Force website.
Delayed, lost or damaged baggage
If your baggage does not arrive, or is damaged, report it immediately at the airport before leaving the baggage hall. It’s important to contact your airline, not the airport, as the airline is responsible for baggage handling. Most airlines have a dedicated baggage desk in the arrivals area. Strict time limits often apply, and if you report outside these timeframes, the airline may not accept your claim.