Australian consumer advocacy group CHOICE and the Australian Airports Association (AAA) welcome new aviation reforms to boost protections for both travellers and regional airports in the proposed Aviation Industry Ombuds Scheme.
The Federal Government laws would establish an external independent scheme for travel complaints, a new regulator and lay the groundwork for stronger aviation consumer protections.
The bill features the Aviation Consumer Protections Charter, Aviation Consumer Protection Authority (ACPA) and Aviation Consumer Ombuds Scheme.
A win for travellers
CHOICE Director of Campaigns Andy Kelly said the Aviation Industry Ombuds Scheme is well-timed as Aussies face travel disruptions due to the ongoing impacts of war in the Middle East.
“CHOICE has long campaigned for stronger travel rights and an independent travel ombuds scheme with the power to handle complaints and make binding determinations. When things go wrong, consumers need stronger protections and an independent body that will take their complaints seriously,” he said.
He said Australian travellers will welcome the reforms, despite falling short of a European-style (EU261) compensation scheme, which would force airlines to pay fixed compensation for delays, cancellations or denied boarding.
“These changes should force airlines to provide fair remedies for cancellations and unreasonable delays,” Kelly said.
“The COVID-19 pandemic exposed significant flaws in aviation consumer protections. As escalating global conflict and volatile fuel prices make travel plans unpredictable once again, providing consumers with an independent avenue to resolve complaints if things go wrong will be a significant step forward.”
A win for regional airports
As CHOICE applauded the boost to consumer travel rights, AAA CEO Simon Westaway commended the decision to exclude airports with fewer than one million passengers per year from the Aviation Industry Ombuds Scheme.
Most aviation complaints relate to issues outside an airport’s control, such as flight delays, cancellations and refunds, and Westaway said applying the scheme to all airports places an unfair burden on smaller and regional operators without the resourcing to implement or fund compensation.
“Australians deserve a reliable, responsive and customer-focused aviation experience, particularly when things go wrong,” he said.
“Setting a one-million-passenger threshold ensures the framework targets where complaints are most likely to arise, while protecting smaller community assets from disproportionate regulatory costs.
“We look forward to reviewing the detail of the legislation and the subsequent regulations to ensure the final framework delivers better outcomes for passengers while remaining practical and reasonable for airports,” Westaway said.
KARRYON UNPACKS: For advisors, the Aviation Industry Ombuds Scheme means clearer consumer protections and more structured complaint resolution. The smaller airports exemption also helps keep regional links viable – important for domestic and multi-sector itineraries.
