Airline customers receive European-style refunds for delayed flights — Capital Brief

The news: Following the publication of its long-awaited white paper on aviation, the Australian federal government plans to introduce a “charter of rights” for air passengers that would entitle them to compensation for delays and cancellations of flights departing from Australia.

The context: Transport and Infrastructure Minister Catherine King will this morning publish the long-overdue Aviation White Paper in a bid to tackle rising air travel costs, customer complaints and the collapse of two airlines.

The document proposes a “charter of rights” that will allow customers to receive refunds for journeys that are disrupted, delayed or cancelled. The scheme is expected to be operational by 2026, according to the government.

It is unclear whether it will go as far as the European Union's program, which guarantees travelers a percentage of the cost of their flight if their flight is delayed by three hours or more.

King will also announce the creation of an ombudsman to force airlines and airports to comply with their terms and conditions, including refunds.

What they said: “Air travel is a necessity for many Australians, but travellers with disabilities must contend with poor service, inaccessible design and rules that limit their travel options,” King said.

“During our consultations, it became clear to us that the treatment of people with disabilities by airlines and airports is not good enough.

“People were stranded on planes, forced to return to their departure airport or endured poor treatment because they did not have access to adequate facilities at their destination.

“The Government of Albania is strengthening the travel rights of people with disabilities and is committed to stricter compliance with existing obligations.”

The source:
Office of the Minister of Transport