---
title: "Carrier's response to a passenger delay or cancellation claim"
url: "https://ailawframework.com/precedents/aviation-drones-and-space/carrier-response-delay-or-cancellation"
type: "precedent"
site: "AI Law Framework"
id: "a60-carrier-response-delay-or-cancellation"
area_id: "A60"
kind: "letter"
ai_level: "yellow"
version: 1
task_ids: ["A60-Q20261018-5"]
law_stated_as_at: "2026-10-22"
---

# Carrier's response to a passenger delay or cancellation claim

> 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. The lawyer decides which regime applies.…

Canonical page: https://ailawframework.com/precedents/aviation-drones-and-space/carrier-response-delay-or-cancellation  
Law stated as at: 2026-10-22

Site index for agents: https://ailawframework.com/llms.txt

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. The lawyer decides which regime applies. Neither is assumed to remove the other.

## Key facts

- Kind: Letter. A letter or email you adapt and send.
- Practice area: [Aviation, Drones & Space](https://ailawframework.com/precedents/aviation-drones-and-space.md)
- Jurisdictions: Australia, Commonwealth, International / cross-border
- AI level: Yellow. You and the tool draft together, with you directing. You check every statement you rely on.
- Law stated as at: 2026-10-22
- Status: Maintained. Checked on 2026-10-22 against the 3 authorities it cites, for Australia, Commonwealth and International / cross-border.

## When to use it

Use when a carrier is answering a passenger about a delayed or cancelled flight, a refund, a replacement flight, or delay compensation. Do not use it for bodily injury. That is a different liability, including Part IV of the Civil Aviation (Carriers' Liability) Act for domestic carriage.

## Used for these tasks

- [Respond to a passenger’s claim after a cancelled or delayed flight](https://ailawframework.com/practice/aviation-drones-and-space/respond-to-a-passenger-s-claim-after-a-cancelled-or-delayed-flight.md)

## How AI may be used

AI may build a timeline from the booking and the operational record and place the passenger's requests beside the remedies the ACCC page describes. The lawyer chooses the regime and approves every sentence that is sent.

**AI may:**

- Set out scheduled and actual times, the reason recorded by operations, and any replacement flight offered
- List the refund, replacement and out-of-pocket items the passenger has asked for, each with the receipt if one was provided
- Insert the Montreal delay figure only if the lawyer has marked the carriage as international and has checked the figure is still current

**AI must not:**

- Must not say the Montreal Convention removes the Australian Consumer Law, or the reverse
- Must not state a dollar conversion of special drawing rights unless the rate and the date are on the file
- Must not blame the passenger, or admit fault, beyond the instruction

**The lawyer checks:**

- The carriage is correctly marked domestic or international, and the booking channel matches what the ACCC says about when the guarantees apply
- Any refund or replacement offered matches the conditions of carriage and the consumer guarantees the lawyer considers apply
- The Montreal delay limit, if used, is the current limit. The department's page gave 6,303 special drawing rights as of 28 December 2024
- Injury, baggage and cargo are not answered in this letter unless they are part of the same claim and have been separately advised

## Authorities

- [ACCC, Travel delays and cancellations (consumer guarantees and reasonable time)](https://www.accc.gov.au/consumers/specific-products-and-activities/travel-delays-and-cancellations)
- [Department of Infrastructure, Air carriers' liability and insurance (Montreal Convention limits, including delay)](https://www.infrastructure.gov.au/infrastructure-transport-vehicles/aviation/international-aviation/air-carriers-liability-insurance)
- [Civil Aviation (Carriers' Liability) Act 1959 (Cth)](https://www.legislation.gov.au/C1959A00002/latest/text)

## Full text and drafting notes

The full text and the drafting notes are not part of this public page. Signed-in firm accounts can read them at https://ailawframework.com/precedents/aviation-drones-and-space/carrier-response-delay-or-cancellation and through the signed-in MCP connector https://ailawframework.com/mcp/firm.

*Practice guidance for planning and review. Confirm current primary sources and the requirements of the actual matter. This is general information, not legal advice.*