In a groundbreaking move set to redefine the aviation landscape, the Australian Travel Industry Association (ATIA) has lauded the Albanese Government’s decision to establish a new Aviation Industry Ombuds Scheme. This initiative, anticipated to be fully operational by 2026, promises to revolutionize how consumers interact with airlines and airports, ensuring accountability and fairness across the board.
A New Dawn for Consumer Protection in Aviation
The Aviation Industry Ombuds Scheme is poised to become pivotal in protecting consumer rights within Australia’s aviation sector. At its core, this scheme will serve as an external dispute resolution service, providing consumers with a powerful ally in their dealings with airlines and airports. Introducing an Aviation Customer Rights Charter will strengthen this initiative by setting clear expectations for fair and reasonable conduct, especially in flight cancellations, delays, and disruptions.
This Charter is designed to be a comprehensive framework that outlines passengers’ rights in a straightforward and enforceable manner. It will ensure that airlines and airports are held accountable for their actions, mainly when their services fall short of expectations. With the Ombuds empowered to direct remedies, issue guidance, and publish reports on airline and airport conduct, the scheme represents a significant shift toward greater transparency and consumer protection.
A Landmark Victory for ATIA and Australian Travelers
The establishment of the Aviation Industry Ombuds Scheme is not just a win for consumers; it’s a testament to the ATIA’s tireless advocacy efforts. For years, the association has been at the forefront of the fight for fairer treatment of travellers, and this new scheme is a direct result of their sustained lobbying efforts.
Dean Long, CEO of ATIA, expressed his enthusiasm for the scheme, stating, “This is a positive outcome for all travelers. The establishment of the Aviation Industry Ombuds Scheme is a crucial step forward in protecting consumer rights, ensuring that airlines and airports meet their obligations.”
Long’s remarks underscore the significance of this development for the Australian travel industry. “Too many Australians have been left stranded when flights are canceled or delayed, with little recourse. This new scheme ensures that travelers will no longer face these challenges alone. ATIA is proud to have played a role in advocating for these essential protections for travelers.”
Indeed, the statistics speak for themselves: at least 70% of all international air sales in Australia and over 90% of corporate air sales for medium and large businesses are booked through ATIA members rather than through airlines. This gives the association a significant stake in ensuring the aviation system functions effectively for the travellers they support daily.
The Road Ahead: Establishing the Ombuds Scheme
The journey to establishing the Aviation Industry Ombuds Scheme will be collaborative. The formal independent scheme is expected to be in place by 2026, with supporting legislation to be introduced next year. In the interim, an Ombuds will be appointed to lead the drafting of the Aviation Customer Rights Charter, which will involve extensive consultation with consumer advocates, industry stakeholders, and the general public.
ATIA has committed to working closely with the Department of Transport throughout this consultation process. “We look forward to collaborating with the Department of Transport, ensuring that the interests of the travel industry and the customers we support are well-represented,” Long added.
CHOICE’s Endorsement: A Step Towards Clearer Consumer Rights
Consumer advocacy group CHOICE has also welcomed the government’s announcement with open arms. Rosie Thomas, CHOICE Director of Campaigns, praised the move, stating, “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.”
Thomas highlighted the challenges consumers face when dealing with airlines, particularly regarding cancellations and delays. “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.”
She also attacked the existing Airline Customer Advocate, an industry-run body widely criticized for its ineffectiveness. “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 consumers should soon have someone independent to turn to.”
Conclusion: A Promising Future for Australian Air Travelers
As Australia prepares to roll out the Aviation Industry Ombuds Scheme, travellers can look forward to a future where their rights are protected and their voices are heard. The introduction of the Aviation Customer Rights Charter and the Ombuds’ authority to enforce remedies and publish conduct reports marks a significant step forward in ensuring that airlines and airports are held accountable.
With the ATIA and CHOICE both championing this initiative, the future of air travel in Australia looks brighter than ever. Consumers can now anticipate a more transparent, fair, and responsive aviation industry, where their needs are prioritized and their rights are upheld.
Written by: Michelle Warner
