Public consultation on the proposed standards will last for one month, with industry support and some criticism from consumer advocates regarding the scheme’s scope and independence.

The Australian federal government has launched a public consultation on a new aviation consumer protection scheme aimed at standardizing passenger rights during disruptions such as delays and cancellations.

The proposed standards would require airlines to provide minimum assistance, though unlikely to include financial compensation, aligning with international practices.

Currently, Australian airlines are not mandated to compensate passengers for delays or cancellations, unlike regulations in Europe, the US, and Canada, which require cash reimbursements and comprehensive care.

Transport Minister Catherine King emphasizes that the scheme aims to set clear standards, improve airline accountability, and provide redress options, acknowledging that not every passenger experience will be perfect.

A new aviation ombudsman and regulatory body will be established to handle unresolved complaints and oversee compliance, ensuring passengers have a dedicated dispute resolution avenue.

Industry experts stress that independent oversight is crucial for the scheme’s success and for protecting consumer rights.

The initiative follows recent industry challenges, including criticism of Qantas, reliability issues with Virgin Australia, and the collapse of Bonza, which have heightened public frustration.

The overall goal of the scheme is to improve passenger experience and airline service quality, especially as the industry recovers from post-COVID disruptions.

The standards will also require airlines to share information during booking and check-in, and to manage baggage loss and complaints effectively.

This scheme seeks to establish national standards for airline treatment during disruptions, including enforceable rights for passengers and minimum assistance like refunds, food, accommodation, or rebooking.

It will cover significant disruptions, including major delays and baggage loss, and inform passengers of their rights and available enforcement mechanisms.