Monday, August 26, 2024 The federal government is set to introduce significant reforms in the aviation industry, focusing on customer rights and compensation for flight delays and cancellations. These changes, outlined in a white paper as part of the Albanese government’s long-term vision for the sector, have the potential to reshape the airline travel industry in Australia. The reforms include the establishment of a new aviation ombudsman and a Charter of Customer Rights, both designed to enhance consumer protection and ensure fair treatment of passengers by airlines and airports.
Transport Minister Catherine King emphasized the necessity of these reforms, highlighting the challenges many Australians face when dealing with flight disruptions. According to King, the current system leaves too many passengers stranded without proper recourse, making it difficult to obtain refunds or even communicate with airline representatives. The proposed changes aim to rectify this by mandating that airlines and airports provide clear justifications for any flight delays or cancellations.
One of the most significant aspects of the reform is the introduction of a compensation scheme, where airlines would be required to compensate customers with cash or the original form of payment, rather than offering travel vouchers, in cases of flight disruptions. This marks a departure from the current practice, where airlines are not obligated to reimburse passengers for delays or cancellations, leavi.