SYDNEY, 18 February 2026 – Australia’s national carrier, Qantas, has officially reversed its decision to deny compensation to a passenger who was covered in projectile vomit during a recent flight. The airline has now issued a full refund and additional compensation following a public outcry over what was described as a “biohazard incident” on a trans-Tasman route.
The Melbourne–Auckland Incident
The incident occurred on 28 January 2026, during the taxiing phase of a flight from Melbourne to Auckland. According to reports, a passenger became violently ill, resulting in a nearby traveller being splashed with vomit. Despite the “stomach-turning” nature of the event, the aircraft proceeded with its scheduled journey to New Zealand.
The affected passenger initially sought a refund and compensation for the distress and hygiene concerns caused by the incident. However, Qantas initially refused the payout, a move that sparked significant backlash on social media and travel forums. Critics labelled the crew’s response as “inappropriate,” with some passengers claiming they were told to simply “buckle up” despite the biohazard in the cabin.
Qantas U-Turn and Policy Review
Following an internal review, Qantas admitted to an error in its initial claims handling. A spokesperson confirmed yesterday that the airline has now reimbursed the passenger in full. The reversal comes as the airline faces increased scrutiny over its duty of care and adherence to the Australian Consumer Law (ACL).
Under the ACL, passengers may be entitled to a refund or compensation if a service is not provided with due care and skill, or if the service is not fit for purpose. While airlines often cite “Conditions of Carriage” to limit liability, the severity of this biohazard event led the airline to concede that its initial refusal was a mistake.
Incident Summary and Refund Details
| Detail | Information |
|---|---|
| Flight Route | Melbourne (MEL) to Auckland (AKL) |
| Incident Date | 28 January 2026 |
| Nature of Incident | Biohazard (Projectile vomit during taxi) |
| Initial Response | Compensation Refused |
| Final Resolution | Full Refund and Compensation Issued (17 February 2026) |
| Refund Processing Time | Typically within 7 days (per Qantas policy) |
Passenger Rights and Biohazards
This case highlights a growing debate regarding airline hygiene standards and passenger rights in Australia. While Qantas’s standard policy allows for ticket refunds within 13 months of issue under specific conditions, biohazard incidents fall into a complex category of “duty of care.”
Public sentiment on platforms like Reddit has been sharply critical of the airline’s handling of the situation, with many arguing that the ill passenger should have been offloaded before takeoff if they were visibly unwell during the taxi phase. The incident has renewed calls for clearer aviation consumer protections in Australia, similar to those found in the European Union.
Frequently Asked Questions
Can I get a refund if a flight is unsanitary?
Under Australian Consumer Law, you may be entitled to compensation if the service provided (the flight) fails to meet a “guarantee of acceptable quality.” This includes maintaining a safe and reasonably clean environment. As seen in the recent Melbourne–Auckland case, Qantas may issue refunds for significant biohazard incidents after a review.
How long does it take Qantas to process a refund?
According to Qantas’s current policy, 90% of refund requests are processed within one week. However, the time it takes for funds to appear in your account depends on your bank or payment method.
What should I do if I am involved in a biohazard incident on a flight?
Passengers are advised to notify cabin crew immediately and document the incident. If a refund is denied at the airport or through initial customer service channels, passengers can lodge a formal complaint with Qantas Customer Care or escalate the matter to the Airline Customer Advocate.