‘The bugs just kept coming’: An economy seat section on an international flight was infested with bed bugs. Are passengers owed a refund?

Passenger Hailey Bagnall told 9News Sydney that bed bugs were crawling all over their clothing and belongings, even along the window.

“On the way to getting our bags, the bugs just kept coming,” Bagnall said. “They were in my husband’s shoes, crawling up our legs, crawling on our jumpers.”

The return flight was cancelled so the aircraft could undergo a deep clean, and the airline issued an apology, noting that “a small number of economy seats” were affected.

But aside from dealing with itchy bites, some passengers were delayed by up to two days because of the cancelled flight.

According to Qantas, affected passengers were provided with hotels and rebooked. But for the passengers who were at risk of bringing bed bugs home in their suitcases, it can be a time-consuming and costly process to get rid of them.

So what’s your right to a refund if your trip is interrupted by bed bugs?

Why bed bugs can be an issue for travelers

Traveling, unfortunately, makes it easy for bed bugs to spread, from planes, buses and trains to hotel rooms. It’s not just budget accommodations — five-star luxury hotels aren’t immune to infestations of these tiny pests.

In September, several train services in England were cancelled after bed bugs were discovered on two trains between Kent and London, the BBC reported. And according to the New York Times, several passengers on Turkish Airlines flights in 2024 reported bed bugs on seats, blankets and overhead bins.

The reddish-brown parasites range from one to seven millimeters in size, feed on blood while you’re sleeping, and can live on clothes, bedding and furniture. Alarmingly, they can stay alive for several months without feeding.

“Bed bugs spread by getting into the seams and folds of luggage, overnight bags, folded clothes, bedding, furniture, and anywhere else they can hide,” according to the Centers for Disease Control and Prevention (CDC). “Most people do not realize they are transporting bed bugs and infecting areas as they travel.”

Bites are often seen in a line on the body. They’re itchy and, in some cases, can cause health issues such as allergic reactions.

Not only can bed bugs be disruptive to your trip, they can be disruptive if you bring them back home in your suitcase. They’re notoriously hard to get rid of: They’re hard to find, hard to kill, and resistant to some insecticides.

If you’ve brought them home from a trip, wash affected items in hot water that’s at least 120 F and tumble dry on high heat for at least 20 minutes, the Mayo Clinic recommends. For items that can’t be washed in hot water, place them in a plastic bag and leave it in your freezer for two to three weeks.

You may have to throw out a mattress or couch that is heavily infested.

If you happen to have a run-in with these tiny pests, your vacation could end up costing you a whole lot more than you anticipated — from travel delays to costly cleanup once you’re back home.

What are your rights as a passenger?

While you may be entitled to a refund if your flight is cancelled or significantly delayed, there isn’t specific guidance regarding refunds related to bed bug infestations.

In the U.S., you’re entitled to a refund if the airline cancels your flight, regardless of the reason. The airline can offer equivalent compensation such as travel credits or vouchers instead, but you don’t have to accept it. The company must refund the ticket price — and inform you that you’re entitled to that — according to the Department of Transportation.

You’re also entitled to a refund for significant delays or changes to a flight — if your flight is at least three hours late (for domestic flights) or at least six hours late (for international flights).

In Australia, where Qantas is based, consumer law is a bit less cut-and-dried, and depends on the unique circumstances of the cancellation. However, the airline website specifies that customers will be issued a full refund “If we cancel your flight and we cannot offer you suitable alternative arrangements.”

In the European Union, passenger protection laws apply to any flight taking off from an airport in the EU, even if the airline isn’t based there. For cancellations of lengthy international flights, Regulation (EC) No. 261/2004 requires compensation of up to 600 euros (around $673) per passenger.

That means passengers on the planned return flight would be entitled to compensation for its cancellation under EU law, since the flight was slated to take off from Rome.