The Australian government has unveiled a new Aviation Customer Rights Charter draft designed to enhance travel protections for Australians. The charter aims to strengthen air passengers’ rights in cases of flight cancelations or delays and will be the first for Australia after years of increasing customer dissatisfaction with domestic aviation.
There has been growing demand for the introduction of an EU-style airline compensation scheme. However, the government has decided to exclude the much-anticipated clause from its plans, according to a report by The Guardian. This decision is reportedly influenced by the opposition from airlines like Qantas as they argue that adopting compensation rules similar to those in the European Union would require them to account for potential costs in advance, leading to higher airfares, according to the report.
In Europe, passengers are eligible for compensation ranging from €250 to €600 if their flight arrives at the final destination more than three hours late, with the amount depending on the travel distance.
What’s in the Aviation Customer Rights Charter
The newly released draft of the Aviation Customer Rights Charter, a key commitment from the 2024 Aviation White Paper, outlines clear expectations for airlines and airports to ensure fair treatment of their customers. It aims to guarantee that passengers either receive the services they pay for or are refunded appropriately. Published on December 22, 2024, the draft states that:
“The Australian flying public deserve to be treated with dignity and respect, and this includes receiving timely and fair remedies when their flight is cancelled or delayed.”
In addition to “passengers being treated with dignity and respect, in an accessible and inclusive environment,” the new Charter draft proposes that customers have the right to accurate, timely, and accessible information and customer service, prompt and fair remedies, and support during and after cancelations, delays, and disruptions.
Photo: Qantas
This means that if a flight is disrupted or delayed by more than three hours due to reasons within the airline’s control, customers are entitled to the following at no additional cost:
- Free rebooking with the original or an alternative airline
- The choice to cancel time-sensitive flights with a full refund
- Meals, meal vouchers or reimbursements, or access to a lounge where food is available during delays
- Overnight accommodation and transfers if the delay requires the customer to stay overnight away from home.
Australia’s Transport Minister, Catherine King, explained the reasoning behind the new set of rights, acknowledging that the traveling public has been dissatisfied with the quality of aviation services. She emphasized that the government’s draft regulations are designed to address these concerns and bring about improvements.
“Customers should get what they pay for, or they should get a refund. This Charter of Rights, which is out for consultation now, spells out very clearly what people, the flying public, can expect.”
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Protection of personal information
The draft also proposes safe and timely baggage handling and fair remedies for damage and delays, as well as “provide feedback, make complaints and exercise their rights without retribution.”
Airlines and airports will also be required to protect passengers’ personal information, meaning that they will only store any personal information for the length of time that is necessary for the provision of the aviation service they are providing or as authorized by Australian law.
Photo: Vincenzo Pace | Simple Flying
The legislation has not yet been passed by the parliament, so its implementation timeline remains uncertain. However, the minister has expressed her intention for it to be approved as quickly as possible. In the meantime, the public can review the draft Charter and provide feedback until February 28, 2025.
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