The New Aviation Industry Ombudsman: Here's What We Know

Airlines will soon be required to pay compensation for delayed flights.

On Monday 26 August 2024, the Federal Government released their highly anticipated Aviation White Paper outlining the path forward for Australia’s aviation sector. The White Paper includes 56 policies setting the direction for the industry, including the establishment of an independent Aviation Industry Ombuds Scheme and an Aviation Customer Rights Charter.

These initiatives will set out clear guidelines for how airlines must handle issues such as flight cancellations, delays and compensation. Here’s what we know so far.

What is the Aviation Industry Ombuds Scheme?

Replacing the Airline Customer Advocate, the new Aviation Industry Ombuds Scheme will cover both domestic and international airlines operating in Australia, as well as airports. It aims to ensure greater accountability from airlines, especially concerning flight delays, cancellations, refunds and compensation.

What will the Aviation Industry Ombudsperson do?

The Aviation Industry Ombudsperson will have the power to oversee and resolve customer complaints related to airlines and airports, potentially forcing airlines to compensate customers for delayed or cancelled flights. They will ensure that refunds are processed promptly where applicable.

In addition to handling complaints, the ombudsperson will publish reports on airline and airport conduct and make policy recommendations to the Australian Government to further protect consumer rights.

Aerial shot of planes at an airport — The Aviation Industry Ombuds Scheme will ensure greater airline accountability. (Image: Skyler Smith)

Why is the Aviation Industry Ombudsperson being introduced?

The Aviation Industry Ombudsperson is being introduced in response to growing frustration from Australian travellers regarding poor customer service, lengthy delays and difficulties obtaining refunds or compensation from airlines. It comes after increased scrutiny of airline practices and a push for stronger consumer protections.

What is the Aviation Customer Rights Charter?

The Aviation Customer Rights Charter, developed alongside the ombudsman, will offer a clear and accessible outline of passengers’ entitlements. This includes guidelines on when passengers are entitled to cash refunds, compensation for delays and cancellations, as well as outlining airlines’ obligations in other areas, like lost luggage and customer service standards they must meet. The goal is to create consistent and enforceable standards.

Plane on tarmac at sunset — The Aviation Customer Rights Charter will offer a clear and accessible outline of passengers’ entitlements. (Image: Rocker Sta)

Will it have an impact on domestic flight prices?

The immediate impact on domestic flight prices is uncertain, though airlines may pass the cost of compliance onto passengers. However, increased accountability could lead to a more reliable aviation industry, ultimately benefitting passengers by reducing the indirect costs of travel disruptions.

Will it improve airline performance?

Yes, the introduction of the Aviation Industry Ombudsperson is expected to improve airline performance by encouraging compliance with stricter service standards and increasing transparency in how airlines handle delays and cancellations.

Plane wing above the clouds — Domestic flight prices may increase. (Image: Tom Barrett)

How can passengers claim compensation?

Passengers will be able to lodge complaints through a streamlined process overseen by the ombudsperson. They will mediate disputes and enforce compensation when applicable. Further details on the claims process will be made available once the system is fully operational.

When will it be implemented?

The Aviation Industry Ombuds Scheme will be set up to resolve disputes between airlines and passengers by 2026.

Plane engine as aircraft flies above clouds — There has been growing frustration from Australian travellers regarding the aviation industry. (Image: Emiel Molenaa)

What does this mean for airlines?

Airlines will face stricter customer service standards and could be required to compensate passengers for cancellations, delays or other service failures. They will also be required to “show cause" for why flights are delayed or cancelled. Additionally, the Government will review its travel purchasing policies to ensure fairness and transparency in airline booking practices.

“We will also increase the transparency of airline performance, with more data on performance and competition to be published by the Bureau of Infrastructure and Transport Research Economics (BITRE)," federal transport minister Catherine King said.

What are the airlines saying?

“We welcome the release of the Aviation White Paper and the opportunities it presents to improve regulatory and policy settings, ensuring all Australians continue to benefit from a competitive and sustainable aviation industry in the years ahead," a Virgin Australia spokesperson told Australian Traveller.

“We are closely reviewing the policy position on various topics and we look forward to working collaboratively with the Government and other industry participants during this process."

How does it work in the rest of the world?

In the European Union, aviation ombudsmen and strong consumer protection laws, such as the EU’s Regulation 261/2004, are already in place. This regulation guarantees compensation for long delays and cancellations unless caused by extraordinary circumstances.

In the United States, there is no standalone aviation ombudsman. Instead, airline disputes are primarily handled through federal agencies like the Department of Transportation (DOT), which regulates airline consumer protection, with rules on compensation for overbooking, mishandled baggage and tarmac delays. However, compensation for flight delays or cancellations is not as robust as in Europe, with airlines mostly determining their own policies.

Person looking at flight schedule in airport — Airlines will be required to “show cause" for why flights are delayed or cancelled. (Image: Erik Odiin)

The wild, otherworldly beauty of The Grampians offers a perfect place to unwind, slow down and relax.

Not all holidays yield the same result; some are bustling, with endless things to do, events to book and places to see. All great things, but they leave you feeling more tired than before. Then, there are destinations that help you slow down, making real connections and participating in self-care.

Destinations like The Grampians : surrounded by untouched nature, allowing a chance to reconnect with yourself and loved ones at a slower pace.

Discover six science-backed ways to enjoy a holiday and feel restored at the end of it.

1. Practice mindfulness

Hamilton Gallery, the grampians — Be present at Hamilton Gallery. (Image: Visit Victoria)

Mindfulness – the practice of tuning into the present moment – has been found to help in reducing stress, anxiety and depression. One way to practice this art is by immersing yourself in art.

Hamilton Gallery has been in operation for over 60 years, and is not only home to many significant art pieces but also runs workshops and events for all ages to expand their awareness and understanding of art. The gallery is also the custodian of the largest collection of Gunditjmara artefacts held on country.

If you prefer to practice mindfulness through movement, visit Halls Gap Zoo to feed the meerkats – who wouldn’t feel better after focusing on these little guys? Or visit The Grampians Horse Riding Centre for an unforgettable morning ride through 10 kilometres of bushland. Enjoy the soothing movement of the horse and experience the bush anew.

2. Indulge in self-care

two people swimming in the Venus Baths, the grampains — Take an immersive bath in nature on the Venus Baths loop walk. (Image: Visit Victoria)

While the term self-care might conjure up images of indulgent bubble baths or a soothing massage, there’s more to it than pampering. Self-care is any action that protects your physical, emotional and mental well-being.

Like taking an immersive ‘bath’ in nature. Do just that on the Venus Baths loop walk – ideal for less experienced hikers or those walking with kids – stopping at freshwater-filled rockpools to cool down along the way.

Serious hikers (we’re talking some rock hopping and traversing slippery tracks) can tackle the Wurgarri, or Mount Sturgeon walk, which rewards the effort with panoramic views from the summit.

For those whose idea of self-care leans more towards arts and culture, a visit to WAMA is a must. Australia’s first national centre for environmental art is home to exhibitions that explore the natural world through film, installation, painting, performance and more.

3. Embrace nature

Boroka Lookout, the grampians — Soak in incredible views over Halls Gap at Boroka Lookout. (Image: Visit Victoria)

Spending time in nature is the ultimate way to soothe your body and mind. It’s been proven to help with all manner of things, from reducing stress to boosting cognitive function. And there’s no better place to enjoy it than among the raw sandstone, wildflowers and native creatures of The Grampians.

Rocklands Reservoir, spanning 6700 hectares, is an ideal spot. Breathe in the fresh air and enjoy the view over Grampians National Park. Cast a line, hire a canoe or follow nature trails along the water’s perimeter. How’s the serenity?

To appreciate nature’s imposing power, head to Splitters Falls. Here, find unrivalled tranquillity. Spring is the best time to visit, when bouquets of native spring flowers greet visitors.

Those with limited mobility will appreciate Boroka Lookout, a viewing platform surrounded by breathtaking views over Halls Gap and the eastern Grampians. Come early to witness a sunrise you’ll never forget.

4. Prioritise Rest

outdoor bathtub at Nook On The Hill — Recharge at Nook on the Hill. (Image: Visit Victoria)

Above all else, a holiday should be an opportunity to recharge, and there’s no better way to do it than to get a good night’s sleep. We don’t need to tell you how essential sleep is, for everything from mental health to strengthening the immune system.

Try Wanderlust Glamping , where guests fall asleep to the soothing sounds of nature after an evening relaxing around the fire pit and wake to your very own green oasis.

For pure luxury in the foothills of the Grampians National Park, look no further than Nook on the Hill – a handcrafted tiny house surrounded by rewilded, lush native Australian bush. It might be small, but Nook on the Hill has everything needed to unwind in style, including an outdoor bath for balmy nights.

For a modern farm stay, book at Mount William Station in the foothills of The Grampians. The station combines old-world charm with modern amenities and easy access to everything this region has to offer.

5. Engage Your Senses

Salingers Cafe, destinations that help you slow down — Indulge in a meal at Salingers. (Image: Visit Victoria)

Few human senses are as fun to indulge in as taste. A meal at Salingers in Great Western is the ultimate treat, and not only for the taste buds. The food is excellent, but Salingers’ really unique attraction is the bustling beehive that lives within the walls of the historic building.

For an expertly smoked burger, ribs, or beef brisket, head to Flame Brothers in Halls Gap. Tuck into delicious food while you enjoy the view.

If you prefer your senses heightened by the pump of adrenaline, Grampians Soaring Club offers an eagle-eye view of the Grampians National Park and Pyrenees Ranges from a glider. Take in the sights with a cross-country flight, ridge soar, or altitude wave flight.

6. Connect and reconnect

The Dimboola Imaginarium, Wimmera Mallee victoria — Step into the whacky Dimboola Imaginarium. (Image: Denis Bin)

Making shared memories is a wonderful way to reconnect with old friends or make new ones. These unexpected finds make it easy to discover something new in The Grampians.

Amateur geologists will delight at the Kanawinka geotrail, which covers 60 sites over Australia’s most extensive volcanic province. Visit the Penshurst Volcano Discovery Centre to learn more about volcanic activity in The Grampians, or head to nearby Mount Napier State Park for a trip into the Byaduk lava caves.

Pop in to the Ros McArthur Art Studio to peruse the gardens full of native and exotic plants and flowers that serve as the subjects of Ros’s still life paintings.

For a shopping experience like no other, head to the Dimboola Imaginarium . Far more than a shop, the Dimboola Imaginarium is an immersive experience where you’ll find all manner of quirky bits and pieces. Expect the unexpected.

Put these science-backed holiday benefits to the test during a trip to The Grampians. Plan your peaceful getaway at visitgrampians.com.au.

Flight delays and refunds? Australia’s new aviation watchdog will help