A proposed suite of improved protections for airline passengers by the Federal Government is now open for consultation.
Announced this week by Federal Transport Minister Catherine King, the draft Aviation Customer Rights Charter will be pressure-tested by industry stakeholders, with a view to being paired with an ombudsman scheme and a new regulator to ensure airlines and airports abide by the new minimum standards.
Among the drafted suggestions is a move toward improved refund polices in instances of delayed or cancelled flights, as well as carriers bearing the costs of accommodations, transfers and meals when customers are required to remain away from home overnight.
There will also be more prescriptive expectations for airlines around complaints, under the government proposal.
“[We] are taking steps to clarify the obligations that airlines and airports have to passengers in event of delays or cancellations under our Australian-first aviation consumer standards,” King said.
“This includes information requirements when you book a flight and check-in, how you should be communicated with and minimum levels of assistance when a flight is disrupted, and how airlines and airports should manage complaints,” she added.
Submissions are now open, and will close on 05 Oct – more HERE.
The consultation follows the Trump Administration over the weekend electing to shoot down a proposed airline compensation scheme for long delays and cancellations in the US, stating the Biden-led model would create a “burden” for carriers.
At the same time, Australian consumer watchdog Choice is calling on the government to adopt a European-style aviation compensation model to offer what it believes are clearer rights for consumers in the face of delayed or cancelled flights.
“Compensation schemes in Europe have encouraged airlines to reduce avoidable delays, and provide consumers with simple cash payments when flights are cancelled or late – this is something Australians also deserve,” said Rosie Thomas, Director of Campaigns at Choice.
“We’re concerned the proposed aviation complaints body falls short compared with strong, independent ombuds schemes in other concentrated markets.”
King responded to Choice’s claims in an interview with ABC.
“In Europe, there is a compensation scheme that is, of course, defrayed across millions of passengers and hundreds of airlines,” she said, pointing out Australia’s smaller market size.
“We’ve got the balance right here, making sure people get immediate remedies to rectify the situation that they’re in, rather than the European scheme.”
The upcoming standards will include an ombudsman scheme and a regulator, she added.
Last year, the Federal Government released its Aviation White Paper, which was described as “a missed opportunity to bring Australian passenger rights in line with other countries internationally”.
