Travellers asked to have say on aviation protection scheme but government steers clear of compensation

Australian travellers have been asked to have their say on a scheme that would set out their rights if they have a flight delayed or cancelled, but the government has steered clear of forcing airlines to give dudded customers cash compensation.

Federal Infrastructure and Transport Minister Catherine King announced this morning that public consultation had opened on the government's proposed aviation consumer protection and ombudsman scheme.

"We want to see a lift in standards for the passenger experience," King told Today. 

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"It's not been great, particularly post-COVID. It's getting a bit better, but really this is what this scheme is focused on."

Unlike in Australia, travellers in the European Union are entitled to compensation of up to €600 (about $1070) if they are delayed by three hours or more. 

However, the federal government says it doesn't want to follow that model and force airlines to pay customers they leave in the lurch.

"If you have a scheme that is compensatory, that can add to ticket prices," she said.

The US had planned to introduce similar compensation of up to $US775 (about $1170) under the Biden administration, but President Donald Trump recently scrapped that proposal.

King said the federal government's scheme would provide clarity for "anyone who books on Australian soil", and would cover substantial disruptions rather than relatively minor 15-20 minute delays.

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"We often see that people, when they have had a really significant delay that's disrupted them (or) baggage loss, they've really found it quite difficult at times to get some form of redress," she said. 

"This scheme is really laying it out clearly: this is what your rights are, this is how you can enforce those rights, this is what the expectation of airlines and airports is."

Consumer group Choice welcomed the proposed scheme but slammed the lack of compensation and called for a more independent watchdog.

"However, consumer rights are only ever as strong as the complaints processes to enforce them," spokesperson Rosie Thomas said.

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"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… this is something Australians also deserve."

Public consultation on the scheme is currently open on the infrastructure department's website. It will close next month.

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