Australia’s major airlines and airports brace for surge in complaints amid aviation customer rights charter

Perth Airport is warning a “deluge of frivolous or vexatious complaints” from a plan aimed at giving passengers more rights amid growing criticism about the nation’s aviation sector. National carrier Qantas is among the major airlines and airports that acknowledge Labor’s proposal could help to better inform passengers about their rights when travelling. But they say proposed guidelines as written could raise unrealistic expectations among consumers — or compromise safety. Aviation will face intense scrutiny regardless of the Federal election result, with customers increasingly dissatisfied with how airlines handle flight cancellations, delays, refunds and complaints. Labor will likely proceed with its draft aviation customer rights charter, while Coalition transport spokeswoman Bridget McKenzie has spent years targeting major airlines. Labor’s proposed charter — announced just days before Christmas — will form part of the new statutory Aviation Industry Ombuds Scheme and will be overseen by the Ombudsperson who will have the powers to determine that customer disputes be resolved with specific remedies. Perth Airport has called for clarity in the charter, saying well-meaning but broad and vaguely worded proposals would only encourage “a deluge of frivolous or vexatious complaints”. This would cause unnecessary costs on the industry and undermine the ability of the scheme to help consumers with legitimate complaints, it said. Under the charter, customers would receive a full refund for a cancelled flight within 14 days, and receive assistance to rebook with the airline or an alternative airline with the option to cancel for a full refund if a flight is disrupted or delayed for more than three hours. The charter also demands “accurate, timely and accessible information and customer service” and requires airlines to pay for the cost of returning lost suitcases. Perth Airport — Australia’s fourth biggest — said the charter as written also opened the door for the Ombudsman to be increasingly required to make calls on issues where perceptions and feelings, rather than facts, were in dispute. But if a passenger claimed to have been spoken to disrespectfully by an airport security officer or an airline staff — and that worker denied the allegations — Perth Airport questioned how the Ombudsman would determine right or wrong. Meanwhile, Qantas said it already provided customers with a wide range of support in the event of a delay or cancellation within its control. This included options for a refund or re-booking on another flight, as well as meal vouchers, transfers and accommodation — all required by existing consumer law. The Flying Kangaroo — led by Vanessa Hudson — said there were several sections within the draft charter that needed clarification to “avoid unintended consequences, ensure responsibility is shared appropriately and deliver improved outcomes for all aviation consumers”. The Regional Aviation Association of Australia — whose 120 members include Virgin Australia Regional Airlines, QantasLink and failed Rex Airlines — said if the charter was applied to all regional airlines, it had the potential to affect remote communities across the country in adverse ways. This included price rises and reduction in services. “Safety must also remain the industry’s number one priority. Any charter must not threaten or compromise the world-class safety culture of the Australian aviation industry,” it said. The Australian Travel Industry Association — the peak body for travel businesses — called for travel agents and other third parties that sell aviation services to be left out of the charter, citing there were already effective avenues for recourse.