Nine months of advocacy by the Australian Travel Industry Association has paid off with several significant wins in the Federal Government’s Aviation White Paper, the organisation said.
ATIA said key achievements included travel agents being excluded from the Aviation Industry Ombuds Scheme, introduction of an aviation customer rights charter, aviation-specific disability standards, progress on aviation competition and a focus on regional connectivity.
“These achievements mark a major win for our members,” ATIA CEO Dean Long said. “The exclusion of travel agents from the Ombuds Scheme is particularly significant, ensuring our industry is not unfairly burdened. We’re also pleased to see progress in other critical areas, including disability access, aviation competition and regional connectivity.
“ATIA will continue to represent the interests of our members throughout the consultation process, ensuring that these initiatives are implemented in a way that benefits both the travel industry and the travelling public.”
Key achievements
1. Exclusion from the Aviation Industry Ombuds Scheme: The Government has heeded ATIA’s calls to exclude travel agents from the new Aviation Industry Ombuds Scheme. This critical decision prevents travel agents from being burdened with cash-flowing refund schemes — a challenge that has created significant issues in markets like the US. The Ombuds Scheme will focus on holding airlines and airports accountable for their conduct, ensuring they meet their obligations to consumers without unfairly targeting travel agents.
2. Introduction of the Aviation Customer Rights Charter: The White Paper includes the establishment of a new Aviation Customer Rights Charter, which will set clear standards for how airlines and airports must treat customers. This includes clear guidelines on entitlements to refunds and support during flight disruptions, ensuring a fairer and more transparent experience for travellers.
3. Aviation-specific disability standards: In line with ATIA’s advocacy, the Government will create new aviation-specific disability standards. These standards will require airlines and airports to work collaboratively to reduce barriers for people with disabilities, making air travel more accessible and aiding travel agents in supporting these travellers.
4. Progress on aviation competition: ATIA’s efforts have also contributed to the Government’s commitment to reforming the slot system at Sydney Airport, building on previous announcements. These reforms are expected to enhance competition, benefiting both consumers and the travel industry.
5. Regional connectivity focus: The Government will investigate regional airfares and explore options to maintain appropriate levels of regional air connectivity at fair prices, another area where ATIA’s advocacy has played a vital role.
