CHOICE welcomes new aviation complaints scheme and clearer customer rights
CHOICE response to passenger rights announcements in the Government’s Aviation White Paper.
Quotes attributable to Rosie Thomas, CHOICE Director of Campaigns:
“CHOICE strongly welcomes the announcement that the Federal Government will establish an Aviation Industry Ombuds scheme, along with a charter setting out clearer airline consumer rights.”
“CHOICE has been campaigning for fairer travel rights for years, and we know that making a complaint about an airline is frustrating and often far too slow. Last time we surveyed consumers about airline cancellations and delays, we found that of those who pursued a refund or compensation for a cancelled flight, 1 in 5 had to wait over six months.
“The current external complaints body, the airline-run Airline Customer Advocate, is so bad we gave it a Shonky Award back in 2021. We are glad that consumers should soon have someone independent to turn to.”
“When flights are delayed or cancelled, consumers must currently navigate complex terms and conditions to understand what their often disappointing rights are. The Aviation Customer Rights Charter has the potential to give consumers clearer and stronger rights. At a minimum, we want to see clear rights to automatic refunds, similar to requirements recently introduced in the US.”
