Australian government to hit airlines with a wet lettuce leaf

In Europe if a commercial flight is delayed or cancelled and it is the fault of the airline then affected customers automatically get compensation. Serious money. Not vouchers.

As well as being re-booked on the next available flight.

The amount of compensation can be between €250 and €600 per passenger depending on the delay and where your flight was going.

In Australia, the Albanese Government is trying to appease travellers frustrated by years of incompetence.

But it doesn’t want to seriously impact its airline friends. It has, instead, revealed plans to hit them with a wet lettuce leaf while talking big.

So while you might get your money back if your flight is cancelled you certainly won’t see any compensation.

Transport Minister Catherine King says the government “is working hard to get Australian travellers a better deal”, by releasing the draft Aviation Customer Rights Charter for public consultation over the summer period.

She says the charter sets out the expectations of fair treatment by airlines and airports to their customers to ensure customers get what they pay for, or get their money back.

"The Australian flying public deserve to be treated with dignity and respect, and this includes receiving timely and fair remedies when their flight is cancelled or delayed.

"That is exactly what this charter is about, providing clarity to consumers on their rights - giving them greater certainty about what they can expect, and where to go if these conditions are not met."

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; the protection of their personal information; provide feedback, make complaints and exercise their rights without retribution.

So a whole lot of talk. Not much serious change.

Consumer rights organsation CHOICE is calling for more positive action. 

“We are concerned that the proposed charter does not comprehensively acknowledge rights to compensation for delayed or cancelled flights," says head of campaigns Rosie Thomas.

"Introducing a European-style compensation scheme is one way to do this, but even without a similar scheme in Australia, consumers deserve clear guidance about their compensation rights under the consumer law’s existing consumer guarantees.

"CHOICE will engage with the consultation process to make sure this is rectified.”

King encourages the flying public, industry and other stakeholders, to give their feedback on the draft charter before submissions close on February 28, 2025.

You can make your thoughts known at www.infrastructure.gov.au/Aviation-Rights-Charter