Have your say on the draft Aviation Customer Rights Charter

We want to hear your views on the draft Aviation Customer Rights Charter.

The draft Charter sets out the expectations of fair and reasonable conduct by airlines and airports.

It has been informed by submissions received through previous consultation, including the Aviation White Paper, as well as feedback from customers and industry about the standards of customer service being experienced across the aviation industry.

The Charter will make clear to consumers what the minimum customer service levels are for Australian airlines and airports. It will give customers greater certainty about what they can expect when flights are cancelled and delayed, and when passenger journeys are disrupted.

The draft Charter has been informed by rights under Australian Consumer Law and other relevant legislation. It outlines customers’ rights to:

  • be treated with dignity and respect, in an accessible and inclusive environment
  • accurate, timely and accessible information and customer service
  • prompt and fair remedies and support during and after cancellations, delays and disruptions
  • safe and timely baggage handling and fair remedies for damage and delays
  • the protection of their personal information
  • provide feedback, make complaints and exercise their rights without retribution.

Have your say before the consultation closes at 11.59pm on 28 Feb 2025.

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