The Albanese Government has unveiled a draft Aviation Customer Rights Charter, inviting public feedback over summer to help shape fairer travel experiences.
The charter outlines expectations for airlines and airports, ensuring passengers get what they pay for – or a refund if things go wrong.
Key proposals include fair remedies for delays and cancellations, timely baggage handling, and transparent customer service.
Passengers would also have the right to file complaints without retribution and expect privacy protections.
Transport Minister Catherine King says the charter aims to provide clarity and certainty for Australian travellers after rising dissatisfaction with domestic aviation.
Developed from the 2024 Aviation White Paper and public feedback, the charter reflects growing demands for improved service standards.
Public submissions close on 28 February 2025. To learn more or contribute, visit www.infrastructure.gov.au/Aviation-Rights-Charter.
Consumer group CHOICE welcomed the proposed airline customer rights, but said more was needed.
“For too long, consumers in Australia have had to navigate complex, inconsistent and often unsatisfactory rights outlined in the terms and conditions of each airline,” CHOICE Director of Campaigns Rosie Thomas stated.
“CHOICE is pleased to see the Charter acknowledges that prompt refunds will be the default when a flight is not delivered. This should put an end to unfair policies forcing people to accept hard-to-use flight credits, as became common practice during the travel disruption of the COVID-19 pandemic.”
“We are concerned that the proposed Charter does not comprehensively acknowledge rights to compensation for delayed or cancelled flights. 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.”
“CHOICE also urges the Government to release full details of the proposed Aviation Ombuds Scheme as a priority so that we can assess the Customer Rights Charter with certainty about the complaints body that will administer it.”
In October, it was announced that the Australian Competition and Consumer Commission (ACCC) would continue to monitor the airline sector after the Federal Government reinstated oversight due to concerns about inadequate regulation and competition within the industry.
