Local news:
Flight delays and cancellations could result in more than just frustration for passengers under new consumer protections.
Cash refunds, food and accommodation vouchers, and the option to rebook flights for free have been floated as part of a new scheme to ensure the accountability of airlines and airports.
WATCH THE VIDEO ABOVE: Aviation Consumer Protection scheme announced.
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The Aviation Consumer Protections would be an Australian first, Minister for Infrastructure, Transport, Regional Development and Local Government Catherine King said on Monday.
More than one in four Australian flights arrived late last year — Qantas recorded the highest percentage of cancellations in July, followed by Rex, Jetstar, and Virgin Australia.
The consumer protections will “clarify the obligations that airlines and airports have to passengers in event of delays or cancellations under our Australian-first aviation consumer standards,” King said.
“This includes information requirements when you book a flight and check-in, how you should be communicated with and minimum levels of assistance when a flight is disrupted, and how airlines and airports should manage complaints.”
The protections would be bolstered by a new regulator, to help customers who have been unable to directly resolve complaints with an airline or airport.
Initial design and implementation consultations for the scheme took place late last year. Now the government wants to hear from Australian travellers as public consultations open until October 5.
“We want to hear what your expectations are for air travel, so we can work with industry to set clear and enforceable standards for every Australian travelling by plane,” King said.
Most people have at least one story about frustrating flight delays and cancellations, with one passenger telling 7NEWS they experienced a 90-minute delay on Monday.
“Very annoying, yes, but what can you do?” another passenger said.
“I was bagless for a little while, that one was with Qantas,” another said.
The changes will bring Australia closer to global standards, but without Europe’s mandatory cash compensation system, which consumer advocates argue Australian passengers deserve.
In Europe, when flights are delayed for more than a certain amount of time, or cancelled, consumers are entitled to a fixed amount of compensation.
– With reporting from Georgia Holland.
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