Government releases draft charter of rights for airline passengers

Details are emerging about a charter of rights for airline passengers, with carriers facing a mandate to pay out for long delays.

Airlines will be forced to treat passengers with “dignity and respect” under a newly released draft charter of customer rights that could see carriers forced to pay out over delays.

The Albanese government announced the charter of rights along with an aviation industry ombuds scheme in August as part of the Aviation White Paper.

The draft, released on Sunday for public consultation, proposed passengers have the right to fair and speedy resolutions when their flights are cancelled or disrupted, or their bags are damaged or delayed.

The draft charter also suggested travellers have a right to the protection of their personal information and to exercise their rights “without retribution”.

Infrastructure and Transport Minister Catherine King said on Sunday morning the charter would make sure airline customers “get what you actually pay for”.

Infrastructure and Transport Minister Catherine King said on Sunday morning the charter would make sure airline customers ‘get what you actually pay for’. Picture: NewsWire / Roy VanDerVegt

“What it will mean for passengers is that you get what you pay for, so either you’re able to enforce your rights to be able to get a refund or actually get the flight that you’ve actually asked for,” she told Seven.

“And so, we’ve put out a draft charter of rights today. They’re out for consultation until the 28th of February.

“And really it is about enforcing the rights that you’ve booked a flight and that you should get what you actually pay for.”

Airlines will be forced to treat passengers with ‘dignity and respect’ under a newly released draft charter of customer rights. Picture: NewsWire / Luis Enrique Ascui

Ms King said the charter, which forms part of the new industry watchdog, was “backed up by the Australian Consumer Law” and clearly lays out what passengers are entitled to if their flights do not go to plan.

“So, if your flight is delayed by three hours or more at the fault of the airline, you should expect to be able to at no cost to yourself, get your flight rebooked either with that airline or another airline,” she said.

“If, because of time sensitivity, you can’t take another flight, they should be giving you a refund for that.

“Or if you’re stuck in not in your port where you live, you should be able to get accommodation and meals, and again, at no cost to yourself.”

Public submissions on the draft will close at 5pm on Friday, 28 February 2025.