Air travel in Australia is set for a shakeup as the government releases a draft charter of rights aimed at better protecting passengers. The proposed rules, open for public consultation until February, lay out new requirements for airlines on issues ranging from flight delays to lost luggage. But will they go far enough in safeguarding travelers? Here’s a look at what the charter could mean for you.
New Rights for Disrupted Flights
Flight delays and cancellations are an unfortunate reality of air travel. Under the draft charter, passengers facing disruptions of over 3 hours would gain new entitlements, including:
- Rebooking assistance, at no cost, on the original airline or an alternative carrier
- The option for a full refund if the passenger chooses to cancel
- Compensated meals, accommodation and transfers stemming from the delay
Importantly, these rights would apply for disruptions deemed within the airline’s control. “Force majeure” events like extreme weather would be exempt.
No EU-Style Compensation – For Now
One contentious issue is that unlike in Europe, the draft charter does not include set compensation payments for delays. In the EU, passengers can claim up to €600 for major disruptions.
Airlines argue compensation would force fare hikes, but consumer advocates say it incentivizes carriers to improve performance.
– Elias Visontay
The government is still weighing this issue. A separate “pay on delay” bill from the opposition may see this debated further in parliament.
Inclusivity and Information Access
The charter also includes a passenger right to “be treated with dignity and respect” throughout their journey. Specific provisions would require:
- Airport and airline staff to be trained in assisting passengers with disabilities or medical needs
- No discrimination against passengers, including those who don’t speak English
- Airlines to provide clear information and updates on delays, cancellations, refunds, fees, and more
- Customer service through call-back options to avoid long hold times
Baggage Protections and Complaint Handling
Lost or delayed luggage is another pain point addressed in the charter. New rules would mandate:
- Reimbursement for essential items if bags are delayed
- Clear communications and prompt processing of baggage claims
Airlines would also need to overhaul complaint handling, with a 24-hour acknowledgment and 30-day resolution timeline. For context, Qantas averaged 97 days to solve complaints in 2023.
Enforcement through Ombudsman and Penalties
The new charter rights are slated to have teeth, falling under a new airline industry ombudsman scheme. Breaches could see airlines hit with penalties. Legislation to implement the charter and ombuds is expected in 2025-2026.
So while relief may not be immediate, change is on the horizon for Australian air travelers. The government says it’s delivering the “strongest-ever protections” and a promise that passengers will “get what they pay for or get their money back”.
As always, the devil will be in the details – and the final charter may evolve through consultations. But at first glance, the new rights seem a welcome boarding pass to a smoother, more passenger-friendly Australian skies. Travelers, keep watch.
