Airline passengers are being asked to speak up as the Australian Government moves to introduce the nation’s first Aviation Consumer Protection scheme. The reforms are designed to deliver clearer rights for travellers, stronger accountability for airlines and airports, and fairer remedies when things don’t go to plan.
At present, no national standards exist to define what passengers are entitled to if their flight is delayed or cancelled. This can leave travellers uncertain about whether they can expect a refund, a rebooking, or even basic support such as food and accommodation when stranded.
The Federal Government has now released draft proposals for new Aviation Consumer Protections, with the aim of setting a consistent, enforceable baseline across the country.
Federal Minister for Infrastructure, Transport, Regional Development and Local Government Catherine King said the changes reflect the frustrations passengers have long felt when dealing with disruptions.
“We’ve heard the frustration Australian aviation passengers feel when dealing with airlines and airports,” Minister King said.
“When things go wrong, it can be hard to know what passengers can expect from airlines and airports, because the approach is different at every airport and with each airline.”
“That’s why the Albanese Government is taking steps to clarify the obligations that airlines and airports have to passengers in event of delays or cancellations under our Australian-first aviation consumer standards.”
“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. But we also know Government doesn’t have all the ideas, so we want to hear from you.”
The scheme will be paired with an Aviation Ombudsman to handle unresolved complaints and a regulator to ensure compliance.
Submissions are now open, with two deadlines: 5 October 2025 for primary legislation feedback, and 26 October 2025 for feedback on subordinate legislation, including the Charter.
Consumer advocacy group CHOICE has welcomed the proposal but warned it does not go far enough.
“This new scheme marks a long-overdue shift in Australia,” said Rosie Thomas, Director of Campaigns at CHOICE. “We deserve clear rights when flights don’t go to plan, not a patchwork of airline policies.”
“However, consumer rights are only ever as strong as the complaints processes to enforce them. We’re concerned the proposed aviation complaints body falls short compared with strong, independent ombuds schemes in other concentrated markets. Banks and telecommunications companies have to answer to an independent umpire, and the airlines should too.”
“We are also disappointed that the proposal does not include clear rights to compensation for delayed or cancelled flights. Compensation schemes in Europe have encouraged airlines to reduce avoidable delays, and provide consumers with simple cash payments when flights are cancelled or late – this is something Australians also deserve.”
CHOICE said it would continue to campaign for the strongest possible protections, arguing that “our airline giants have called the shots for far too long.”
Community members across regional areas such as Armidale, who often rely on limited flight services, are being urged to make their voices heard. With disrupted flights a regular frustration for many country passengers, the proposed protections are expected to play a key role in shaping fairer outcomes for travellers living outside the major cities.
Convenor for New England Visions, Maria Hitchcock OAM, encourages residents to have their say in the public consultation.
“Armidale is not alone in this; aviation is a problem across Australia, but we certainly do feel the issues much more keenly in the regional areas,” she said.
“It’s going to take time; none of this is an easy process because, to establish anything official, it needs to be enshrined in legislation. I do believe they are trying to pull Australia more in line with the European frameworks, though, where there are much more customer protections in place for those who have their flights cancelled or delayed.”
Even with this in place, though, taking your issues to an ombudsman requires a degree of time and tenacity. Complaints need to be followed right the way through the airline carrier’s process and then, if a satisfactory outcome cannot be met, it can then be escalated to an ombudsman. It’s time-consuming and frustrating, and a process that Ms Hitchcock agrees most people will not have the staying power for.
Her hope is that the real key outcome from the consultation and subsequent parliamentary processes will be more competition.
“Competitive and effective aviation is definitely the key policy initiative we need in the aviation sector,” she said.
“We need a way of ensuring that we have smaller carriers who are guaranteed to service regional areas where we have a great need for air services, particularly when it comes to considering things like access to health care.”
“People in the regions are cranky – the collision between the health crisis and the air transport crisis means that people are suffering, but hopefully from some of this suffering will come innovation and reform.”
To learn more and have your say by 5 October, visit: infrastructure.gov.au/aviation-consumer-protections.
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