Tired of Waiting for Delayed Flights? A New Plan Could Allow Passengers to Receive Refunds

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Australian travellers whose flights have been delayed could receive rights in the form of refunds, access to food and accommodation under a proposed federal compensation scheme.

The Albanese government launched a public consultation period on a proposed new aviation consumer protection scheme on Monday, aiming to provide greater protection for those affected 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.

“What we’re trying to do is, in the immediate circumstances where people are delayed, have lost their baggage, trying to really get that done quickly, rather than often people are trying to, days or sometimes weeks and months later, trying to get some form of redress, trying to get it quickly.”

Government seeks public feedback on scheme

If the government goes ahead with the scheme, it will be accompanied by an ombudsman scheme and a new regulator. The ombudsman will assist with customer complaints if they’re unable to solve them directly with the airline.

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.