THE Australian government's draft aviation customer rights charter is too weak to properly protect passengers, says consumer advocacy group Choice, reports Sydney's Australian Aviation.
The proposed charter, which was introduced, had been flagged as part of the Aviation White Paper released in August. While choice says it is a ' welcome next step' , the organisation has criticised it for being too vague, saying it is not strong enough for its intended purpose.
' [The charter] currently lacks the necessary clarity, comprehensiveness and strength to adequately protect consumers when flights don't go to plan,' said Choice senior policy and campaign adviser Beatrice Sherwood.
' If we were to experience another global event like a pandemic, consumers would be no better protected under this draft charter,' she said.
According to Ms Sherwood, in some areas, the charter would in fact offer weaker protections than those currently guaranteed under Australian Consumer Law.
' For example, consumers are entitled to a refund or replacement where flights are delayed or cancelled due to weather events under consumer guarantee rights, but may not be under the draft charter,' she said.
' Consumers want, and need, stronger protections. When the pandemic caused travel to halt in early 2020, many people faced difficulties obtaining refunds, using travel credits, navigating inconsistent policies and understanding their rights.
' These issues continue today, and the charter must address them to protect consumers in the future.'
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The proposed charter, which was introduced, had been flagged as part of the Aviation White Paper released in August. While choice says it is a ' welcome next step' , the organisation has criticised it for being too vague, saying it is not strong enough for its intended purpose.
' [The charter] currently lacks the necessary clarity, comprehensiveness and strength to adequately protect consumers when flights don't go to plan,' said Choice senior policy and campaign adviser Beatrice Sherwood.
' If we were to experience another global event like a pandemic, consumers would be no better protected under this draft charter,' she said.
According to Ms Sherwood, in some areas, the charter would in fact offer weaker protections than those currently guaranteed under Australian Consumer Law.
' For example, consumers are entitled to a refund or replacement where flights are delayed or cancelled due to weather events under consumer guarantee rights, but may not be under the draft charter,' she said.
' Consumers want, and need, stronger protections. When the pandemic caused travel to halt in early 2020, many people faced difficulties obtaining refunds, using travel credits, navigating inconsistent policies and understanding their rights.
' These issues continue today, and the charter must address them to protect consumers in the future.'
SeaNews Turkey
