Passengers on cancelled flights to be compensated under new reforms
Plane passengers could soon be entitled to compensation or refunds for delayed or cancelled flights in Australia.
The long-awaited Aviation White Paper will be handed down this morning, as part of the federal government's crackdown on the aviation sector.
The white paper makes 56 recommendations, including the the establishment of an Aviation Industry Ombudsman Scheme, which will have the authority to make it compulsory for airlines to provide support to passengers and give travellers more rights.
The Aviation Industry Ombudsman Scheme will also be able to refer to allegations of misconduct for investigation and enforcement.
It will also introduce a new "Charter of Rights" entitling airline customers to refunds for flights that are disrupted, cancelled, or unreasonably delayed.
Infrastructure Minister Catherine King said the changes were critical to ensure that passenger had better experiences in the air, and will provide them with a baseline for the services they can expect on flights.
"The aviation customer experience has deteriorated post-COVID, with an urgent need to better protect the rights of the travelling public," she said.
She added that Australians were often not being dealt with fairly by airlines.
"The bottom line is if people don't get the service that they are expecting, then customers deserve to get their money back or they deserve to get an equivalent service," she said.
"And that's really not what's been happening when it comes to the consumer space."
Under the Aviation Industry Ombuds Scheme, airlines will also have to "show cause" and provide a valid reason why a flight has been delayed or cancelled, and the ombudsperson has the right to request additional information.
Airlines will also be required to provide support to people to make alternative travel arrangements.
As part of its white paper, the government will also establish new minimum standards for airlines to make their services more accessible to those with disabilities.
Legislation to establish the aviation ombuds office will be introduced next year, but the government plans to appoint an interim ombudsperson.
The scheme is expected to be fully implemented in 2026.
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