Plane travellers are in for far better treatment than has historically been the case, should the Federal Government’s Aviation Customer Rights Charter become law.
Full refunds within 14 days for delayed flights, full compensation for lost luggage, and more customer service assistance with rebooking after flights have been cancelled are just part of the charter.
Releasing the draft charter for consultation, Transport Minister Catherine King said the government was working hard to secure Australian travellers a better deal.
The draft Aviation Customer Rights Charter has opened for public consultation over summer.
“The charter sets out the expectations of fair treatment by airlines and airports to their customers to ensure customers get what they pay for or get their money back,” Ms King said.
“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.
“That is exactly what this charter is about, providing clarity to consumers on their rights – giving them greater certainty about what they can expect, and where to go if these conditions are not met.”
The main points proposed by the charter are that customers have the right to be “treated with dignity and respect” in an accessible and inclusive environment.
They also have the right to accurate, timely and accessible information and customer service; prompt and fair remedies and support during and after cancellations, delays and disruptions; safe and timely baggage handling and fair remedies for damage and delays; and the protection of their personal information.
Customers will also be entitled to provide feedback, make complaints and exercise their rights without retribution.
The charter was one of the landmark commitments of the 2024 Aviation White Paper.
“It will be a first for Australia after years of increasing customer dissatisfaction in domestic aviation,” Ms King said.
“It has been informed by submissions received through the Aviation White Paper process, as well as feedback from customers and industry about the standards of service currently being experienced across the aviation sector.
“I encourage the flying public, industry and other stakeholders to give their feedback on the draft charter before submissions close at 5 pm on Friday, 28 February, 2025.”
An aviation ombudsman tasked with policing how airlines treat their customers is the centrepiece of the white paper on the industry, with the passenger rights charter involving a show-cause requirement when flights are cancelled, timely refunds, and cash rather than voucher compensations.
It signals the biggest shakeup the sector has seen in more than a decade, with Labor intending to introduce legislation for the charter sometime next year.
Shadow Transport Minister Bridget McKenzie, however, said the government wasn’t serious enough about taking on the major airlines, otherwise it would have acted sooner.
The draft charter released was more delay tactics, she said.
Senator McKenzie took to social media to express her criticism of the government.
“Rather than another talkfest & a vague promise to bring in a passenger charter ‘sometime’ in 2025, the Albanese Govt should adopt a genuine compensation scheme to assist travellers impacted by excessive cancellations, delays and lost baggage,” she posted on X.
Australia’s two major airlines, Qantas and Virgin, have been severely criticised in recent years for poor treatment of their paying customers and for hindering competition.
Refund requests have been poorly dealt with, often taking months, with cancellations and airport delays at all-time highs.
Qantas even sold tickets for flights it knew had already been cancelled, just to thwart competition.
Under the charter, the transparency of airline performance will be increased, with more data on performance and competition to be published by the Bureau of Infrastructure and Transport Research Economics.
The white paper also called for measures to increase competition, including the changes underway to reform Sydney Airport slot management arrangements, while the opening of Western Sydney International Airport in 2026 is being described as a “genuine game-changer” for access to the Sydney Basin.
If passed by the Federal Parliament, the new charter will establish what is expected of airlines in relation to customers’ entitlements to refunds across all fare types.
For flights that are disrupted, cancelled or unreasonably delayed, the charter will determine the circumstances where airlines must provide a refund in cash or the original form of payment rather than a travel voucher.
It will also mandate appropriate and prompt timeframes for providing refunds; the length of flight delays that are considered unreasonable; reasons for disruptions, delays and cancellations that are considered within the airline’s control; accessible and timely communication with passengers in providing services in line with customer rights; and obligations to provide support to make alternative travel arrangements.
Ms King said the current voluntary system for an airline code of conduct had obviously not been working for the travelling public.
An interim ombudsman will be in place until the legislation passes.