A logistical nightmare has been unfolding for Australian travellers home and abroad since the US and Israel launched their war on Iran on Saturday.
Flights to and from airports in the Middle East have been suspended due to the conflict, including Dubai – the world’s busiest for international traffic.
About 115,000 Australians are in the region, with thousands believed to be stuck at affected airports where they were waiting to board connecting flights.
If you’re in limbo overseas, or had been planning to travel, here’s what experts advise you to do.
How does the conflict affect flights from Australia?
Iran, Iraq, Israel, Syria, Kuwait, Bahrain, Jordan and the United Arab Emirates all shut their skies after the strikes began.
That means any airlines that stop over in the Middle East have been affected – especially Gulf carriers Qatar, Emirates and Etihad, as they run large volumes of flights to and from Australia.
Approximately 1.4 million Australians pass through the Middle East each year, most of whom are on their way to or from Europe, according to the Australian Travel Industry Association.
Qantas does not operate any aircraft into middle eastern airports. However, its international partner, Emirates, does. The national carrier on Monday said its flights to London, which go via Singapore or direct from Perth, were unaffected.
If you book with Qantas to Europe, you’re likely to be boarding an Emirates plane that would normally go through the Middle East, as the two airlines have a codesharing agreement. Emirates has suspended all operations to and from Dubai, where its passengers travelling to or from Australia stop over. Etihad has also suspended all flights in and out of Abu Dhabi.
Virgin Australia, which operates flights to Europe via the Middle East through its partner airline, Qatar, cancelled eight services to or from Doha on Sunday.
My flight’s been cancelled. What should I do, and can I get a refund?
Etihad says its customers who had flights booked to depart on Monday or Tuesday can request a full refund through the online refund form or via their travel agent.
Etihad customers with flights booked between 28 February and 8 March can reschedule with Etihad, departing on or before 18 March for free.
Similarly, Emirates says its customers who were scheduled to fly between Monday and Thursday this week are entitled to a full refund. They can also rebook on an alternate flight to their intended destination, departing on or before 20 March, although the airline has not confirmed whether or not this will be free.
Virgin says it is offering free booking changes, or a travel credit or refund, for passengers who are booked on its Doha services this week – up to and including Friday – who no longer wish to travel.
The Australian Competition and Consumer Commission (ACCC) has advised passengers to contact their airline to understand what their options are.
Globally, 7,760 flights were cancelled between Saturday and Monday evening, according to flight tracking website FlightAware.
But the foreign minister, Penny Wong, would not commit to repatriation flights, saying on Monday that “the fastest way to get people home would be if commercial flights recommence”.
Should I cancel my trip?
Jodi Bird, a travel and insurance expert at Choice, says you shouldn’t cancel your flights if you’re not flying this week because you’ll probably make yourself ineligible for a refund.
Generally speaking, Bird says the lack of legal rights for airline passengers has been an ongoing issue.
“The Australian Consumer Law in these circumstances says you’re subject to the terms and conditions of the airline, and it doesn’t really specify what you’re expected to get,” he says. “So you really are relying on [the] airline.”
If you have travel plans for after this week and you’re thinking of cancelling your flights, you’re better off waiting for the airline to decide what they’re going to do and for them to contact you, Bird says.
He says passengers without a flexible ticket will lose their money if they cancel themselves.
As Guardian Australia reported in June last year, when conflict in the region closed airspaces, Australians hoping to avoid flying through the Middle East found they had limited consumer rights to move or cancel their own flights.
“If you cancel your flight today, it’s considered a change of mind,” says Dean Long, the Australian Travel Industry Association chief executive.
“That means it falls back onto the fare rules, you will have to pay a cancellation fee and you’ll have to pay a fair differential if you still want to travel.”
The consumer watchdog says airlines are required to meet the guarantees under the Australian Consumer Law, but this depends on the circumstances of each particular case.
If the customer initiates a cancellation, the consumer guarantees are unlikely to apply, an ACCC spokesperson says. This means any remedy consumers are entitled to will depend on the specific terms and conditions of their fare.
Long says anyone still considering cancelling shouldn’t do so without getting some “good advice”.
What if I have travel insurance?
Choice isn’t aware of any policies that cover war or military action like that taking place in the Middle East.
While you should check your individual policy, the Insurance Council of Australia (ICA) says cover for loss or injury arising from war, armed conflict, or civil unrest is generally excluded.
The ICA chief executive, Andrew Hall, on Monday said the organisation was working closely with Dfat, but it was up to the government to get stranded Australians in the Middle East home.
He said people reconsidering their trips who have travel insurance but haven’t left Australia yet may be covered under a “cancel for any reason clause” and should contact their insurer.
Those already overseas are unlikely to be covered, Hall said.
