An “aviation industry ombuds scheme” and improved assistance for passengers with a disability will be among measures the federal government will announce on Monday to force airlines to address the extensive public discontent with their services.
A new aviation customer rights charter will set out “fair and reasonable” conduct by airlines and airports, including when flights are delayed or cancelled.
It will cover customers’ entitlements to refunds, and when these must be provided in cash rather than with travel vouchers.
