Respond to a passenger’s claim after a cancelled or delayed flight
Key facts
- Human involvement
- YellowClose supervision
- How AI is used
- From the booking, the fare rules, the airline’s or agent’s records of the disruption and the passenger’s claim, build a timeline of the disruption and the offers made, list the remedies the passenger seeks and draft the response from the approved templates.
- What the lawyer must review
- The lawyer decides whether the consumer guarantees apply and whether the passenger is entitled to a replacement, refund or reimbursement in the circumstances, checks the fare rules do not purport to exclude rights that cannot be excluded, and settles the response.
- Written for / version
- US
Open a jurisdiction version of this task to see which instruments apply: US
Who does what
| Role | What they do |
|---|---|
| Assistance | From the booking, the fare rules, the airline’s or agent’s records of the disruption and the passenger’s claim, build a timeline of the disruption and the offers made, list the remedies the passenger seeks and draft the response from the approved templates. |
| Lawyer | Set the scope, supervise the work closely, verify every part relied on, resolve omissions and exceptions, and approve the exact output. |
Checklist
- Check the timeline uses the airline’s operational records, not only the passenger’s account.
- Confirm any credit offered is assessed against the consumer guarantee remedies, not instead of them.
- Check whether the international carriage regime also applies to the journey.
Forms and precedents for this task
| Form or precedent | Kind | AI use | Summary |
|---|---|---|---|
| Carrier's response to a passenger delay or cancellation claim | Letter | AI use Yellow | A letter for an airline answering a passenger's claim after a delay or cancellation, separating Australian Consumer Law guarantees from Montreal Convention delay limits. |
Signed-in accounts can read the full text of each one. All precedents.
Sources
- ACCC — Travel delays and cancellations · 2026-10-18
- ACCC — Travel and airports · 2026-10-18
These are suggested working checks. Confirm the required checking with the responsible lawyer before work starts; the checking approach does not establish permission to use AI.