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

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.