In the 2024 Aviation White Paper, the Australian Government announced it would develop an Aviation Customer Rights Charter (‘Charter’) to improve the way customers are treated by airlines and airports in Australia, including in relation to accessibility, timely information and the availability of remedies when things go wrong.
The Justice and Equity Centre made a submission responding to the Government’s Consultation Paper.
We welcome the intent of the Charter, however, recommend the Charter should be redeveloped to clearly state the responsibilities of airlines and airports, and the consumer law rights of people with disability when travelling by air. Where airlines and airports deliver their services in ways that are inaccessible, or fail to deliver services at all, people with disability are disproportionately impacted and experience serious consequences. Our recommendations include mandatory disability awareness and inclusion training for staff, airlines and airports providing assistance at airports and a right to remedies where disability aids are damaged or lost.
We also recommend an independent regulator be appointed to proactively monitor compliance with the Charter rights and take enforcement action for violations. This is essential for the Charter to meaningfully improve air travel for customers.
