Australia drafts new aviation customer rights charter without EU-style compensation

Policy

Airbus A380 | Airbus

By Sky Industry News

Dec 22, 2024

The Australian government has introduced a draft for a new Aviation Customer Rights Charter aimed at improving travel protections for passengers. This initiative seeks to enhance the rights of air travelers in situations involving flight cancellations or delays, marking a first for Australia amid rising dissatisfaction with domestic aviation services.

Despite public demand, the charter will not include an EU-style airline compensation scheme. The Guardian reports that airlines like Qantas have opposed such measures, arguing they would need to account for potential costs upfront, potentially leading to increased airfares.

In Europe, compensation ranges from €250 to €600 if flights arrive over three hours late, depending on travel distance.

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The draft charter is part of the 2024 Aviation White Paper and sets clear expectations for fair treatment by airlines and airports. It aims to ensure passengers receive either the services paid for or appropriate refunds. The draft states: "The Australian flying public deserve to be treated with dignity and respect, and this includes receiving timely and fair remedies when their flight is cancelled or delayed."

The proposed charter ensures customers are treated with dignity in an inclusive environment and have access to accurate information and customer service. If a flight is delayed over three hours due to reasons within airline control, passengers are entitled at no extra cost to:

- Free rebooking with the original or another airline

- Cancel time-sensitive flights with a full refund

- Meals or meal vouchers during delays

- Overnight accommodation if necessary

Transport Minister Catherine King explained that these new rights aim to address public dissatisfaction with aviation services. She stated: "Customers should get what they pay for, or they should get a refund."

Additionally, the draft proposes safe baggage handling and protection of personal information. Airlines must store personal data only as long as necessary for service provision or as authorized by law.

While not yet passed by parliament, Minister King hopes for quick approval. Public feedback on the draft can be submitted until February 28, 2025.