Flying is an essential service for many Australians. It connects regional communities, provides access to vital medical services, unites family and friends for important occasions and helps Australians explore more of their country. Recent years, including the COVID-19 pandemic, have shown a number of weaknesses in consumer protection within the aviation sector.
Consumers regularly struggle to obtain satisfactory outcomes when flights are cancelled or delayed. Many people have been left out of pocket or have been given credits they are unable to use. Restoring consumer confidence and trust in the aviation industry is critical to the growth of the sector and will benefit both the community and the economy in the leadup to 2050.
CHOICE and Consumers' Federation of Australia (CFA) have written a submission to The Department of Infrastructure, Transport, Regional Development, Communications and the Arts in response to the Department's call out for feedback on the terms of reference for the Aviation White Paper.
CHOICE & CFA have recommended that the White Paper include a policy section and recommendations which strengthen consumer protections as well as a section on the role of competition in the aviation sector, including both airlines and airports.
Download submission (PDF)
- Report: A plan for fairer consumer protections for Australian travellers
- CHOICE calls for clearer terms and conditions for travellers
- Travel cancellations leave thousands out-of-pocket and out of patience
- Does travel insurance cover the COVID-19 coronavirus?
- How to ask for a refund due to coronavirus cancellation
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