Help protect the rights of future flyers

Australians have until February 28 to contribute to shaping the Aviation Customer Rights Charter that will outline the minimum standard of consumer protections that should apply to airlines and airports operating in Australia.

The Aviation Customer Rights Charter, which the Albanese Government committed to as part of the 2024 Aviation White Paper, follows growing customer dissatisfaction with Australian airline operations, including flight delays, cancellations and unclear passenger rights surrounding refunds.

The Government says the new charter will set out the expectations of fair treatment by airlines and airports to their customers to ensure passengers get what they pay for or get their money back. The Australian flying public deserves to be treated with dignity and respect, and this includes receiving timely and fair remedies when their flight is cancelled or delayed, it says.

In particular, the charter proposes that customers have the right to 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; protection of their personal information; and provide feedback, make complaints and exercise their rights without retribution.

The 2024 Aviation White Paper, released in August, committed to development of an Aviation Ombuds Scheme that would produce the Aviation Customer Rights Charter. The charter will complement consumers’ existing rights under Australian Consumer Law.

The White Paper also committed to a number of initiatives to improve the experience of air travel for people with a disability, including new aviation-specific disability standards, which will be co-designed with people with disability and industry in 2025.

To have your say on the Aviation Customer Rights Charter, go to infrastructure.gov.au/Aviation-Rights-Charter.