Regional West Australian airline passengers have backed calls for compensation for delayed or cancelled flights as aviation services go under the microscope.
Customers would receive compensation for delayed or cancelled flights under a proposal from Australia's peak consumer body as the federal government looks to overhaul the aviation sector.
The ACCC's submission to a white paper on the issue highlights the European Union's example where customers are entitled to compensation for a flight delay of three hours or more.
The consumer group said this kind of reform would strengthen businesses' obligations to comply with Australian Consumer Law (ACL) as there were "little to no incentives" to do so.
Long time coming
Head of policy at consumer group CHOICE Patrick Veyret said change was overdue.
"Australia has been really lagging behind international jurisdictions," Mr Veyret said.
He said customers were currently at the "whim and the mercies of airlines" when it came to compensation for flight changes.
While he would not put a figure on a reasonable compensation amount, Mr Veyret said CHOICE had received stories outlining the effects of flight delays and cancellations.
"[Travellers are] stuck in a city and they've got nowhere to stay, they might need overnight compensation for accommodation or transport or food," he said.
Turbulent service
Esperance resident Elaine Seimer told ABC Radio she had to carry the cost of a missed connection due to a Regional Express (Rex) flight delay.
"At last we might get up to speed with every other Western country to compensate airline passengers for delays and cancellations," she said.
"Living in Esperance we have been very affected by poor service from Rex. Everyone here has a story to tell, including me missing a connection to Sydney, leaving me very much out of pocket.
"If New Zealand can compensate people I think it’s about time the federal government stopped protecting airlines and legislate compensation."
Albany resident Kate Ruggera echoed Ms Seimer's comments.
"Our flight with Rex from Albany to Perth was delayed from 10am to 2:50pm. However, my flight from Perth with Qantas was leaving at 1:30," she said.
"I had to re-book the flight from Perth at a huge cost. You cannot rely on Rex airlines, especially if you have a connecting flight."
Flight credit reform
On top of compensation advocacy, Mr Veyret said CHOICE was also targeting flight credits.
"Anyone who has tried to claim these credits, it's nearly impossible," Mr Veyret said.
He said credits should be treated like gift cards so people had three years to use them over multiple purchases under different names.
"The hoops you have to jump through just to get your own money back, it's particularly onerous and it's unfair," he said.
The aviation white paper is expected to be released in the first half of next year.
Rex Airlines has been contacted for comment.
