As you age, you might often look forward to the freedom and opportunities to travel that retirement can bring. However, the excitement of booking a flight to explore new destinations or visit loved ones can quickly turn to frustration when faced with flight delays, cancellations, or poor service.
For many Australians over 50, the assurance of a smooth and stress-free journey is paramount. Unfortunately, recent developments suggest that air travellers in Australia may not be getting the fair treatment they deserve.
A white paper released by the federal government late last year proposed the creation of an independent aviation ombudsman to oversee an aviation customer rights charter. This move was meant to signal a shift towards a more customer-centric approach in the airline industry. However, consumer advocacy group CHOICE has raised concerns that the draft charter falls short of providing the clarity and protection consumers need.
CHOICE’s submission to the consultation process highlighted that the draft charter is vague on critical points, such as enforcement. The organisation is advocating for a charter that includes a consultation on disability and accessibility issues, a standardised approach to terms and conditions, set levels of compensation for meals and accommodation, and clear guidelines for claims and compensation for damaged, delayed, or lost baggage.
‘Consumers want, and need, stronger protections when travelling, so this charter is a crucial opportunity to give them that, we just need to make sure we get it right,’ says Beatrice Sherwood, CHOICE’s senior policy and campaigns adviser.
Per CHOICE, the COVID-19 pandemic further exposed the airline sector’s deficiencies, with many travellers struggling to redeem credits for cancelled flights. Qantas, for instance, received a 2022 CHOICE Shonky award for making it difficult for customers to use their credits.
The Shonky Awards is an annual event where the organisation ‘names and shames the products, services and companies taking advantage of Australian consumers.’
CHOICE’s research in December 2023 revealed that two out of five of the 9,000 airline customers surveyed had experienced a flight delay or cancellation over the previous year. The chances of a flight departing on time during the holiday period were a mere coin toss.
The proposed aviation ombudsman, expected to be established by 2026, would replace the industry-funded Airline Consumer Advocate, which itself was the recipient of a 2021 CHOICE Shonky award. However, without a clear and enforceable charter, the ombudsman’s ability to effectively advocate for consumers may be limited.
Sherwood emphasised the importance of getting the charter right, stating, ‘If we were to experience another global event like a pandemic, consumers would be no better protected under this draft charter.’
At YourLifeChoices, we understand the importance of reliable and fair treatment when it comes to air travel. We encourage you to stay informed about the developments in aviation consumer rights.
We invite you to share your experiences with airline service in the comments below. Have you faced flight delays or cancellations? How was the issue resolved? Your stories can help others navigate the complexities of air travel and join the call for stronger passenger protections.
Also read: The mistake that could get your travel claims denied—and how to avoid it
