CHOICE welcomes the establishment of the new Aviation Ombuds Scheme and the development of the Aviation Customer Rights Charter (the Charter). These initiatives are the result of extensive consultation on the Aviation White Paper.
While the Charter represents a step forward, it currently lacks the necessary clarity, comprehensiveness and strength to adequately protect consumers. In some cases, the Charter may be weaker than existing consumer protections under the Australian Consumer Law, such as consumer guarantees, or the airlines' own policies. Key challenges faced by consumers during the pandemic would not be addressed by the Charter in its current form.
CHOICE makes a number of recommendations to improve the Charter, such as consulting on disability and accessibility issues with people with lived experience, developing a standardised approach to terms and conditions, including rights to refunds and rebooks for cancellations or delays when it is both within and outside of the airline's control, establishing set levels of compensation for meals and accommodation and setting specific guidance for claim times and compensation for damaged, delayed or lost baggage. Consumers want, and need, stronger protections when travelling, so this is a crucial opportunity to get this Charter right.
Download the statement (PDF)
Related content
- Submission to DITRDCA: Aviation White Paper
- Report: A plan for fairer consumer protections for Australian travellers
- CHOICE calls for clearer terms and conditions for travellers
- Government aviation white paper outlines new rights for travellers
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