Travel affected by natural disaster

Natural disasters can happen without warning and impact your travel plans. Find out what you can do if this happens to you.

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Key information

You may be able to get back some or all of your money if you had to change or cancel your travel plans because of a natural disaster

Check the terms and conditions of the agreement you signed when you purchased the product or service (e.g., flight or accommodation)

How you made your booking does not affect getting back your money if you had to change or cancel because of a natural disaster.

Travel affected by natural disaster

If you need to change or cancel your trip because there is a bushfire in the area, you may be able to get some or all your money back.

Each case is different, so check the terms and conditions of the place you're staying at or the service provider to see if you can get your money back.

Your rights will also depend on whether the natural disaster has affected the travel provider's ability to provide accommodation or, if you have been affected and cannot leave your home.

If the provider cannot honour the travel agreement as their location is affected by a natural disaster you will be entitled to a refund.

If you are unable to travel because your home is affected by a natural disaster, your right to a refund will depend on the terms and conditions of your agreement or the cover you have available through travel insurance.

Businesses might be allowed to keep some of the money you paid if they had to spend it as part of their service before you cancelled the booking.

The Australian Consumer Law provisions do not apply if you are unable to travel because the government has imposed restrictions, e.g., flight cancellations during the COVID-19 pandemic. In these cases, your rights will depend on the terms and conditions of your agreement and your travel insurance cover if in place.

Example of partial refund while using the service

Mary is on holiday with her friend in Wollongong. She has booked a holiday home for a week. Four days into her seven day stay, she and her friend are required to evacuate the area due to a bushfire. Mary can claim a refund for the three remaining days she was unable to stay but will need to pay for the days she had already stayed.

Example of a partial refund before using the service

Callum and his friend book a three-day hike with an outdoor adventure company where all the food and equipment is supplied. They pay upfront. Due to high temperatures and bushfire warnings, the Rural Fire Service closes access to the mountain 24 hours before the hike is due to start. The company has already purchased all the food required for the excursion, so refund Callum and his friend minus the cost of the food, as the cancellation of the hike was beyond their control.

Bad weather

Bad weather does not stop you from using your booking. In this case, you will not be able to get your money back if you cancel or change your plans. You are only entitled to a solution (replacement or refund) if weather conditions mean the service can't be provided or consumer guarantees are unable to be met.

Example of bad weather where a refund is entitled

Ziggy has booked a sky-dive while on her trip. Unfortunately, there are high winds and rain on the day Ziggy is due to go. For her safety, the company have cancelled skydiving for the day. They offer Ziggy the option of rebooking for another day or receiving a refund.

Example of bad weather where no refund is entitled

James and his husband book a weekend away near a beach. On the weekend they’re due to go, there are wet conditions predicted. James would rather cancel and go on a sunnier weekend. However, he is not entitled to a refund due to poor weather conditions because the weather is not preventing his stay from going ahead and the owner of the home is not responsible for the weather conditions.

Refunds and rescheduling of flights

Contact your airline before your flight date to check whether your flight has been delayed or cancelled. Some airlines offer options including refunds and rescheduling.

Rental vehicle damage

If your hire car has been damaged during a disaster, you will need to check the rental car contract. The contract will include terms about damage and your liabilities.

Travel insurance claims

If you cannot resolve a dispute directly with your airline, accommodation provider or event organiser you should contact your insurer. You should check the terms and conditions of your policy to see whether you are covered for individual circumstances.

Making a complaint

When making a complaint, you should include:

details of the issues you are experiencing
copies of any correspondence that shows how you have tried to resolve the matter.

How NSW Fair Trading will handle your complaint

Your complaint will be reviewed to determine the most appropriate resolution. This may include:

providing you with information to help resolve your complaint
recording the complaint issues to assist in future compliance programs, or
contacting the other party to try and resolve the dispute.

You can lodge a complaint:

Online

If you cannot resolve your matter, submit your complaint by using our form.

Make a complaint

By mail

Post your complaint form and documentation to:

NSW Fair Trading

PO Box 972

Parramatta NSW 2124

Ask a question

If you are unable to find the information you need, you can call us between 8:30am to 5pm on Monday to Friday. You can also use our form to make an enquiry.

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Related information

Travel and accommodation – An industry guide to the Australian Consumer Law