The Australian Airports Association (AAA) has welcomed the Federal Government’s consultation on aviation consumer protections and supports efforts to enhance the passenger experience across the industry.
Airports are committed to improving accessibility and have been working closely with the Government on the development of aviation-specific disability standards.
The AAA has advocated for a clear, practical framework that aligns with existing legal and regulatory obligations, which already apply to all airports. Unnecessary duplication risks confusing passengers.
While supporting stronger safeguards, the AAA calls for a balanced, targeted approach that tackles the root causes of complaints.
Passengers impacted by long immigration queues or delayed by air traffic control issues would not benefit under the proposed framework, which excludes government agencies who have the responsibility and central role in delivering these consumer services.
Airports receive very few complaints for matters within their direct control. AAA analysis of data from three major international gateways revealed a passenger complaint ratio of just 0.01 per cent for airport infrastructure and operations.
The AAA remains deeply concerned over the inclusion of smaller, regional and remote airports in the framework, warning it could threaten their viability. Many of these airports are already financially constrained and operate with limited staffing.
In its submission on primary legislation, the AAA has outlined several key points, including:
- Inclusion of government agencies such as the Australian Border Force and Airservices Australia in performance monitoring and reporting.
- Clear obligations for airlines in their direct consumer relationships, including guidelines for delays, cancellations and lost baggage.
- An annual one million passenger threshold to safeguard the viability of smaller airports.
“We welcome the Federal Government’s proactive approach to improving the passenger experience across Australia’s aviation network,” AAA CEO Simon Westaway said.
“Globally, consumer protection frameworks focus on airlines, recognising their direct role in ticketing, scheduling and baggage handling.
“Bringing airports into a consumer protection framework marks a clear shift from international norms, as they’re generally regarded as infrastructure providers rather than direct service operators.
“This is why we are advocating for a considered and fit-for-purpose approach, particularly for financially vulnerable regional and remote airports.”
