Tired of Flight Delays? New Program Might Offer Refunds to Passengers

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Australian travelers experiencing flight delays might soon gain entitlements such as refunds, food, and lodging as part of a proposed federal compensation initiative.

The Albanese administration initiated a public consultation on Monday regarding a new aviation consumer protection proposal, aimed at enhancing support for those hit by unexpected flight delays or cancellations.

What is the aviation consumer protection scheme?

The scheme, if launched, could look to enforce information requirements during bookings and check-ins, as well as communication methods, minimum levels of assistance when a flight is disrupted, and guidelines on how airlines and airports should manage complaints.

The scheme will clarify the expectations of airlines and outline the minimum level of assistance required.

Push for airlines to refund passengers for delays

Transport Minister Catherine King said the government believes passengers should be entitled to prompt rebookings, refunds and access to food and accommodation.

“It’s been too hard often for people to try and get a rebooking or a refund. They’re often offered flight credits when they don’t want that,” she said.

“What the airlines will be obliged to do is meet the minimum standards. So the Consumer Charter basically will say this is what you should expect as a passenger in terms of rebooking time, quick and prompt refunds, accommodation, transport if you need it or a meal voucher if that’s what you need, and this is the sort of things and the timeliness with which you can expect it.

“Our goal is to expedite assistance in situations where people face delays or have lost luggage, addressing these issues promptly rather than making them wait days, weeks, or even months for redress,” explained the government.

Government seeks public feedback on scheme

Should the government proceed with this initiative, it will include an ombudsman service and a new regulatory body. The ombudsman will aid passengers in resolving complaints that airlines fail to address directly.

The government is seeking public feedback on its proposals for the design and implementation of the scheme over the next four weeks.

“We want to hear what your expectations are for air travel, so we can work with the industry to set clear and enforceable standards for every Australian travelling by plane,” King said.