CHOICE response to the Government's announcement today on aviation consumer protection scheme.
Quotes attributable to Rosie Thomas, Director of Campaigns at CHOICE:
"CHOICE welcomes the announcement of a consumer protection scheme for airlines and airports in Australia. We have been calling for airline-specific consumer protections and today's announcement is an important step towards achieving that."
"The new scheme marks a long-overdue shift in Australia. We deserve clear rights when flights don't go to plan, not a patchwork of airline policies."
"However, consumer rights are only ever as strong as the complaints processes to enforce them. We're concerned the proposed aviation complaints body falls short compared with strong, independent ombuds schemes in other concentrated markets. Banks and telecommunications companies have to answer to an independent umpire and the airlines should too."
"We are also disappointed that the proposal does not include clear rights to compensation for delayed or cancelled flights. Compensation schemes in Europe have encouraged airlines to reduce avoidable delays, and provide consumers with simple cash payments when flights are cancelled or late - this is something Australians also deserve."
"CHOICE will continue to push for the strongest protections for consumers. Our airline giants have called the shots for far too long."
Read CHOICE's March 2025 submission to the Aviation Customer Rights Charter: https://www.choice.com.au/consumer-advocacy/policy/policy-submissions/2025/march/aviation-customer-rights-charter
Sign the petition for stronger travel rights: https://action.choice.com.au/page/167633/petition/1?locale=en-AU
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