Fairer treatment for Aussie flyers is coming. After decades of flying blindly, Australian air travellers will soon see stronger protections when plans go awry, with the Federal Government unveiling its blueprint for a national aviation consumer protection scheme on Monday.
The draft plan introduces minimum standards for airlines and airports, including clearer obligations around re-bookings, refunds and assistance such as food or accommodation during major disruptions.
Until now, no national rules have determined what passengers are entitled to in the event of cancellations or delays, leaving many travellers at the mercy of individual airline policies.
“We’ve heard the frustration Australian aviation passengers feel when dealing with airlines and airports. When things go wrong, it can be hard to know what passengers can expect from airlines and airports, because the approach is different at every airport and with each airline,” Minister for Infrastructure, Transport, Regional Development and Local Government Catherine King said.
“That’s why the Albanese Government is taking steps to clarify the obligations that airlines and airports have to passengers in the event of delays or cancellations under our Australian-first aviation consumer standards.
“This includes information requirements when you book a flight and check-in, how you should be communicated with and minimum levels of assistance when a flight is disrupted, and how airlines and airports should manage complaints.”
More needed, says CHOICE
To enforce the new framework, the government wants to pair protections with a dedicated regulator and an ombudsman-style complaints body. That body would step in when issues can’t be resolved directly between passengers and carriers.
However, consumer advocacy group CHOICE says the proposal is only a partial win. While CHOICE welcomes the long-overdue scheme as a first step, it argues that the complaints mechanism falls short of true independence.
The group also criticised the lack of compensation rights, pointing to Europe’s approach where simple cash payments for late or cancelled flights encourage airlines to minimise delays.
“We have been calling for airline-specific consumer protections and today’s announcement is an important step towards achieving that. We deserve clear rights when flights don’t go to plan, not a patchwork of airline policies,” CHOICE Director of Campaigns Rosie Thomas said.
“However… we’re concerned the proposed aviation complaints body falls short compared with strong, independent ombuds schemes in other concentrated markets. Banks and telecommunications companies have to answer to an independent umpire and the airlines should too.
“We are also disappointed that the proposal does not include clear rights to compensation for delayed or cancelled flights. Compensation schemes in Europe have encouraged airlines to reduce avoidable delays, and provide consumers with simple cash payments when flights are cancelled or late – this is something Australians also deserve.”
Have your say
Public consultation on the proposal is now open, with submissions on the primary legislation closing on 5 October 2025. Feedback on the charter and subordinate rules can be provided until 26 October.
“We want to hear what your expectations are for air travel, so we can work with industry to set clear and enforceable standards for every Australian travelling by plane,” Minister King said.
For more information and to have your say, click here.
