21 January 2025
PWDA welcomed the opportunity to review the draft Aviation Customer Rights Charter and respond to the Interim Aviation Industry Ombudsperson.
On the 17th of October 2024, PWDA made a submission outlining recommendations for the Aviation Ombuds Scheme, which have not been repeated here. We will also work separately on the co-design of aviation-specific disability standards. However, there are matters within, and omitted by, this draft charter that urgently need rectification.
Examining the consultation paper, and reflecting on experiences, we agree that overall the application of the draft charter would significantly improve travel for Australian Customers.
However, we have identified areas where issues could occur in the following areas.
Proposed Right 1: Aviation industry customers have the right to be treated with dignity and respect, in an accessible and inclusive environment
Proposed Right 2: Aviation industry customers have the right to accurate, timely and accessible information and customer service
Proposed Right 3: Aviation industry customers have the right to prompt and fair remedies and support during and after cancellations, delays and disruptions
Proposed Right 4: Aviation industry customers have the right to safe and timely baggage handling and fair remedies for damage and delays
Proposed Right 5: Aviation industry customers have the right to the protection of their personal information
PWDA recognizes that the implementation of this Aviation Customer Rights Charter will improve the experience of travelling by air for many. Including these amendments offers the opportunity to maximize its positive impact.
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