New independent body and Charter of Customer Rights to ensure airlines and airports compensate travellers for cancelled or delayed flights under major overhaul.
Coinciding with the release of the highly anticipated Aviation White Paper tomorrow, the Federal Government is expected to adopt a proposal for an aviation ombudsman and consumer charter of rights, which will be operational by 2026.
The new ombudsman will have the power to compel airlines and airports to provide solutions for customers impacted by aviation issues, and will also be tasked with publishing reports into their conduct.
“Too many Australians have been left out to dry when flights are cancelled or disrupted and it’s impossibly complex to get a refund or even contact a company representative,” King said.
“Customers deserve to get their money back if they are owed it. Full stop.”
The ombudsman will replace the Airline Customer Advocate, which is currently funded by the airlines and has been criticised for its low rate of satisfied customer resolutions.
More details in tomorrow’s issue of Travel Daily.