Form Section Structure
 
 

Endorse CHOICE's submission for stronger flight rights

Add your name to sign on to CHOICE's submission to the government calling for a stronger aviation customer rights charter that gives clear rights to refunds, rebooking and compensation.

 

Add your name below:

Campaign Section Structure

 

 
 
 
 

Consumers need a strong aviation rights charter

The COVID-19 pandemic exposed significant flaws in Australia’s aviation industry, leading to widespread chaos, uncertainty and unfair outcomes for consumers.

Many people faced difficulties obtaining refunds, using travel credits, navigating inconsistent airline policies, accessing customer service and understanding their rights. Although these issues were amplified during the pandemic, they existed long before it – and continue to persist now. 

Last year, the government released its long awaited Aviation White Paper that introduced a new travel Ombuds Scheme and recommended the establishment of a customer rights charter. 

But the proposed Charter isn’t strong enough. In some cases, the Charter may even be weaker than existing consumer law under consumer guarantees and the airline’s own policies.

CHOICE has written a submission that makes a number of recommendations to improve and strengthen the Charter. Consumers want, and need, stronger protections when travelling and this is a crucial opportunity to get it right. 

Add your name to endorse CHOICE's submission now.

Read the submission

Want more detail? Check out the full submission.

View and Download PDF 

FAQs

CHOICE is calling for the aviation customer rights charter to: 

  • Include the right to a replacement flight or a refund when a flight is cancelled or significantly delayed through no fault of the consumer.
  • Establish minimum compensation amounts for different scenarios. 
  • Require a standardised format for airline terms and conditions and conditions of carriage. 
  • Set specific standards for claim times and compensation for damaged, delayed or lost baggage. 
CHOICE has been calling for stronger consumer protections for travellers for many years. We've heard from thousands of people over the years who felt they were treated unfairly by airlines – particularly during the COVID-19 pandemic. While the proposed charter is an important step forward, it may not provide much more than airlines, and the law, already provides – and in some cases, it may even provide less. It's crucial that the aviation customer rights charter is as strong as possible to give consumers confidence when flying, make it easier to get a remedy and ensure complaints are resolved quickly and fairly. It will also be key to ensuring the new aviation ombuds scheme will be an effective external dispute resolution body when it comes into effect.  
The proposed aviaition customer rights charter and new ombuds scheme are the result of years of campaigning and wouldn't have been possible without thousands of people calling for change. When thousands of people make their voices heard, decision makers pay attention. Together, we've come so far, but we can't stop now. Businesses like airlines and airports will be making their voices heard, so let's ensure decision makers hear what consumers expect.
Learn More Campaign Anchor

Learn more

Error Modal Container
Scripts Block