Airlines may soon have to cough up for flight delays and cancellations, compensating customers for the inconvenience, as the federal government today introduces plans for a new aviation ombudsman.
The reforms come in a white paper outlining the Albanese government’s long-term vision for the aviation industry.
Transport Minister Catherine King says the changes are needed to give customers more rights in dealing with airlines and airports.
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“Too many Australians have been left out to dry when flights are cancelled or disrupted and it’s impossibly complex to get a refund or even contact a company representative,” she said.
“Customers deserve to get their money back if they are owed it. Full stop.
“It is time to take strong action to protect consumer rights with an Aviation Industry Ombudsman Scheme and Charter of Customer Rights.”
Under the planned reforms, airlines and airports will have to show cause for delays in flights.
Airlines are currently not required to reimburse customers over delayed or cancelled flights.
But the ombudsman will define the circumstances where airlines must provide a refund in cash or the original form of payment, rather than a travel voucher if this happens.
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The industry shake-up will also include changes to help travellers with disabilities, with emphasis on expanding wheelchair access.
King says too many people have had to endure poor treatment by airlines and airports.
“Air travel is a necessity for many Australians, but those travelling with disability have had to put up with poor service, inaccessible designs and rules that limit their travel options.
“Through our consultation we heard clearly that the treatment of people with disability by the airlines and airports is not good enough.
“People have been left stranded on planes, forced to return to their departure port or had to put up with poor treatment due to a lack of access to appropriate facilities at their destination.”
The government plans for the scheme to be up and running by 2026 after it goes before Parliament next year.
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