A customer rights charter will outline appropriate responses when flights are delayed or cancelled.
The government will crack down on the misuse of take-off and landing slots by airlines at the country’s biggest airport, as part of its long-awaited aviation white paper which will govern the sector for the next 50 years.
Transport Minister Catherine King unveiled the white paper on Monday, almost one year after issuing a preliminary report for industry consultation. It includes a range of reforms to strengthen competition including changing the way pricing is negotiated between airports and airlines and a commitment to review which airline parliamentary officials travel with after criticism Qantas is too dominant.
Successive governments have sat on the recommendations, to the frustration of some airlines and the country’s airports, who say the domestic market is not competitive enough. The white paper has committed to implementing the Harris review, including a direction that would force airlines to be more transparent about flight cancellations and expand what constitutes “slot misuse”, so that carriers will be less able to cancel flights without consequences. The government will also enhance the level of data collected by the Bureau of Infrastructure, Transport and Research Economics every month so that airline performance will be more closely scrutinised.
The new ombudsman will have the power to direct airlines and airports to provide remedies to people when flights are cancelled or unreasonably delayed, with the rules to be contained within the customer rights charter.The productivity commission has been directed to look at the economic regulation of airports to see whether they are misusing market power and whether airlines can unduly delay airport expansion.
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