CANBERRA - Australians will be entitled to cash refunds for canceled or unreasonably delayed flights under a landmark government crackdown on the aviation industry.
Minister for Transport Catherine King on Monday handed down the government's anticipated Aviation White Paper, setting out a new Charter of Customer Rights that establishes a regime for the fair and appropriate treatment of customers.
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A new aviation industry ombudsman will be established to enforce the charter, entitling airline customers to refunds for flights that are disrupted, canceled or unreasonably delayed.
"Too many Australians have been left out to dry when flights are canceled or disrupted, and it's impossibly complex to get a refund or even contact a company representative," King said. "Customers deserve their money back if they are owed it."
The White Paper includes 56 policies setting the direction for the aviation industry, including new minimum standards for airlines to make their services more accessible to people with a disability.
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Industry competition will also be increased with reforms to make it easier for new airlines to obtain slots at Australian airports and a modernized compliance regime with penalties for anti-competitive behaviors.
The ombudsman will be able to refer misconduct allegations for investigation and enforcement.
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The Bureau of Infrastructure and Transport Research Economics (BITRE) will publish more data on airline performance and competition.
According to BITRE data, 71.1 percent of domestic flights in Australia arrived within 15 minutes of schedule in July compared to the long-term average of 80.9 percent.
Three percent of domestic flights were canceled in July compared to the long-term average of 2.2 percent. King said that an interim ombudsman will be appointed shortly.
