Australian carriers may soon be required to offer full refunds to passengers experiencing delays that exceed three hours, according to a draft of the Federal Government’s new Aviation Customer Rights Charter.
The draft charter, originally outlined in the landmark Aviation White Paper, includes several protections for travellers impacted by flight delays and cancellations.
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For delays within an airline’s control, passengers would be entitled to cancel time-sensitive flights and receive a full refund in their original payment method, including cash, credit cards, or reward points. Travel vouchers would also be available as an alternative if preferred by the passenger.
The charter further mandates airlines to assist with rebooking flights at no additional cost, whether with the original carrier or an alternative airline. In cases requiring overnight stays, airlines would cover associated costs, including accommodation, transfers, meal vouchers and lounge access for food.
Refunds for cancelled flights must be processed within 14 days of notification, regardless of fare type, and must include all additional charges, such as baggage fees, pre-purchased meals, and extra legroom.
Passengers experiencing delays after boarding of over one hour would be entitled to amenities, refreshments, and regular updates.
Transport Minister Catherine King emphasized that the charter aims to ensure passengers are treated fairly and with respect, including timely remedies for cancellations or delays.
“This includes receiving timely and fair remedies when their flight is cancelled or delayed,” she said.
Airlines would also need to respond to complaints within 24 hours and resolve them within 30 days under the proposed reforms.
Key consumer rights under proposed Aviation Customer Rights Charter:
- Be treated with dignity and respect, in an accessible and inclusive environment.
- 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.
- The protection of their personal information.
- Provide feedback, make complaints and exercise their rights without retribution.