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New Aviation Industry Ombuds Scheme: A win for consumer rights

The new Ombuds will provide an external-dispute-resolution service, ensuring that airlines and airports are held accountable for their conduct. The scheme will also introduce an Aviation Customer Rights Charter, setting out fair and reasonable conduct by airlines and airports, particularly in circumstances such as flight cancellations and delays.

The Ombuds will have the authority to direct airlines and airports to provide remedies to consumers, issue guidance on their obligations and publish reports on their conduct. Additionally, the scheme will ensure that consumers are entitled to refunds, across all fare types, for flights that are disrupted, cancelled or unreasonably delayed.

ATIA’s sustained lobbying efforts on behalf of its members and the travelling public have played a major part in securing these changes.

The formal independent scheme is expected to be established by 2026, with legislation to support the Ombuds scheme introduced next year. An interim ombuds will be appointed to lead the drafting of the Aviation Customer Rights Charter, with input from consumer advocates, industry stakeholders and the public. 

Quotes attributable to ATIA CEO Dean Long (available for interview):

“This is a positive outcome for all travellers. 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.”

“Too many Australians have been left stranded when flights are cancelled or delayed, with little recourse. This new scheme ensures that travellers will no longer face these challenges alone. ATIA is proud to have played a role in advocating for these essential protections for travellers.”

“Typically, 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 our members, rather than directly through airlines. We have a big stake in making sure the system works properly for the travellers our members support each and every day.”

“ATIA looks forward to collaborating with the Department of Transport throughout the consultation process, ensuring that the interests of the travel industry and the customers we support are well-represented.”