The Australian Government is currently seeking comments on a draft Aviation Customer Rights Charter that proposes refunds for delayed flights.
Minister for Infrastructure, Transport, Regional Development and Local Government, Catherine King, says the Charter set out the expectations of fair treatment by airlines and airports to ensure customers get what they pay for or get their money back.
Comment on the draft document can be made until February 28, 2025. It 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.
Consumer rights
“The Australian flying public deserves to be treated with dignity and respect, and this includes receiving timely and fair remedies when their flight is cancelled or delayed,” Ms King said.
“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.”
Two major recommendations are that if a flight is delayed by more than three hours for reasons within the airline’s control such as crewing or maintenance issues, customers can receive a full refund within 14 days.
It also recommends that airlines give customers help to re-book a flight with them or another airline via a customer service representative at the airport, with the airline to also cover necessary meals, accommodation and transfers.
Have your say
Australian residents can have their say on the draft Charter here.