Australians travelling overseas delayed 14.5 hours on average as SCTI launches real-time flight delay benefit
Date: 30/06/2026 by Southern Cross Travel Insurance
TravelCare Delay Assist gives eligible International Comprehensive Single Trip customers an additional benefit when qualifying flight delays occur
Sydney, 29 June 2026 — A delayed international flight can quickly become more than a frustrating wait at the gate. New data from Southern Cross Travel Insurance (SCTI) shows Australian travellers with documented wait times were delayed for an average of 14.5 hours, with the longest recorded wait stretching to 72 hours.
For travellers, a delay can mean extra accommodation, meals, transport, missed connections and disrupted plans before their holiday has even properly begun.
SCTI’s analysis shows travel disruption continues to carry a significant cost. Across 2023 to 2025, SCTI recorded 4,280 delay-related claims from Australian customers, with more than $5 million paid out over the three-year period. While claim volumes eased over that time, the average value of each claim rose by 22%, from $1,045 in 2023 to $1,282 in 2025.
SCTI’s destination analysis also shows delay-related claims are being recorded across some of Australians’ most popular overseas destinations, with Indonesia recording the highest number of international destination claims (17%). The United States followed at 16% but also secured the most expensive destination with over $740,000 worth of claim costs. Other countries where Australian travellers are experiencing delay-related disruption include Japan (12%), Italy (11%), The United Kingdom (11%) and Thailand (9%).
The data also shows how delays can rapidly affect international travel plans. Airline disruption caused by delays, including cancellations and missed connections, accounted for more than one in four delay-related claims from Australian customers. Weather was also a significant factor, with cyclones, floods and storms making up more than 80% of Australian travellers’ weather-related delay claims. Cyclones accounted for the highest share of these at 31%, while floods had the highest claims value amount, with $150,000 claimed over the three year period .
To give customers more support when delays happen, SCTI has launched TravelCare Delay Assist, an additional real-time benefit for eligible Australian travellers and an Australian-first for travel insurance.
Carole Tokody, CEO at Southern Cross Travel Insurance, said travel delays can quickly create stress and extra costs, particularly when people are overseas.
“When an overseas flight is delayed, travellers are often trying to make decisions quickly, like where to stay, how to manage their upcoming plans, whether they need new transport and what it will all cost,” Tokody said.
“TravelCare Delay Assist is about offering eligible travellers something that can help take the sting out of a delay, whether they use it while they are travelling or after they return home.”
TravelCare Delay Assist will be available with eligible International Comprehensive Single Trip policies purchased from 1 July 2026. Using Blink Parametric’s real-time flight monitoring, registered customers are contacted by email and SMS when a qualifying delay of two hours or more is identified.
Eligible customers are then offered a choice of $40 digital vouchers for Uber, TripGift or Woolworths, with no need to submit a claim for the TravelCare Delay Assist benefit.
“Travel insurance should help people feel prepared and looked after throughout the journey,” Tokody said. “If we can ease the stress of a delay and make a difficult travel day a little easier, that matters a lot to us.”
All other policy benefits remain the same for unexpected travel disruption or changes to a customer’s journey, subject to policy terms and conditions.
Notes to editors
- TravelCare Delay Assist is available with eligible International Comprehensive Single Trip policies purchased from 1 July 2026.
- TravelCare Delay Assist is an Australasian first for travel insurance customers in Australia and New Zealand.
- Customers must register eligible flights at least 24 hours before departure through the SCTI portal.
- A qualifying flight delay of 2 hours or more triggers the benefit automatically for registered, eligible flights.
- Eligible customers will receive a $40 digital voucher and can choose from Uber, TripGift or Woolworths.
- Customers are notified by SMS and email, no separate claim is required for this benefit.
- The main policyholder can register up to 10 flights, with cover for up to 8 named travellers on a policy.
- The voucher can be used while travelling or after the traveller returns home.
About Southern Cross Travel Insurance
Southern Cross Travel Insurance is a leading travel insurance provider with more than 40 years’ experience in New Zealand and more than 15 years in Australia, having cared for more than six million travellers. SCTI offers a range of comprehensive insurance products designed to support travellers before, during and after their journeys.
