The Federal Government released the draft Aviation Customer Rights Charter today for public consultation over the summer period. 

The Charter sets out the expectations of fair treatment by airlines and airports to their customers to ensure customers get what they pay for or get their money back.

The federal government said:

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.

That is exactly what this charter is about, providing clarity to consumers on their rights – giving them greater certainty about what they can expect, and where to go if these conditions are not met. 

The Charter proposes that customers have the right to:

·       be treated with dignity and respect, in an accessible and inclusive environment;

·       accurate, timely and accessible information and customer service;

·       prompt and fair remedies and support during and after cancellations, delays and disruptions;

·       safe and timely baggage handling and fair remedies for damage and delays

·       the protection of their personal information;

·       provide feedback, make complaints and exercise their rights without retribution.

The Charter was one of the landmark commitments of the 2024 Aviation White Paper; it will be a first for Australia after years of increasing customer dissatisfaction in domestic aviation. 

It has been informed by submissions received through the Aviation White Paper process, as well as feedback from customers and industry about the standards of service currently being experienced across the aviation sector.

I encourage the flying public, industry and other stakeholders to give their feedback on the draft charter before submissions close at 5pm on Friday, 28 February 2025.

Find out more, and have your say, by visiting www.infrastructure.gov.au/Aviation-Rights-Charter.