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

Emily MurphyBy Emily Murphy
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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)
Emily Murphy
Emily Murphy is Australian Traveller's Email & Social Editor, and in her time at the company she has been instrumental in shaping its social media and email presence, and crafting compelling narratives that inspire others to explore Australia's vast landscapes. Her previous role was a journalist at Prime Creative Media and before that she was freelancing in publishing, content creation and digital marketing. When she's not creating scroll-stopping travel content, Em is a devoted 'bun mum' and enjoys spending her spare time by the sea, reading, binge-watching a good TV show and exploring Sydney's vibrant dining scene. Next on her Aussie travel wish list? Tasmania and The Kimberley.
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Unforgettable First Peoples tours and experiences in Victoria

    Angela SaurineBy Angela Saurine
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    From ancient aquaculture systems to sacred rock art shelters, Victoria’s First Peoples cultural experiences offer a powerful connection to one of the world’s oldest living cultures – where every site, story and smoking ceremony invites a deeper understanding of the land beneath your feet. 

    Victoria’s sweeping landscapes hold stories far older than any road map can trace – stories etched into stone, sung through generations and woven into every bend of river and rise of hill. From the lava flows of Budj Bim to the ancient middens of Moyjil/Point Ritchie and the volcanic crater of Tower Hill, the state is home to some of the most significant First Peoples cultural sites in Australia. These places, along with other immersive experiences, offer not only a window into a 60,000-year legacy, but a profound way of understanding Country itself. As more travellers seek connection over checklists, guided tours by Traditional Owners offer respectful, unforgettable insights into a living culture that continues to shape the land and the people who walk it. 

    Budj Bim cultural landscape  

    Budj Bim Cultural Landscape
    Budj Bim Cultural Landscape is on Gunditjmara Country. (Image: Visit Victoria)

    Venture beyond the surf and sand of the Great Ocean Road to discover a deeper story etched into the volcanic landscape. At Budj Bim , ancient aquaculture channels built by the Gunditjmara people to trap, store and harvest kooyang (short-finned eel) reveal one of the world’s oldest living cultures. While you’re in the area, head over to the state-of-the-art Tae Rak Aquaculture Centre, where you can observe the eels in a special tank, wander the shores of Tae Rak (Lake Condah), and enjoy a bite at the Bush Tucker Cafe. Also nearby is Tower Hill, a dormant volcano reborn as a wildlife reserve, offering trails through bushland teeming with emus and koalas. 

    eel tank
    The kooyang (eel) tank at Tae Rak. (Image: Visit Victoria)

    Dumawul Kooyoora Walking Tour 

    Dumawul walkingtour
    Guests are guided through Kooyoora State Park on the Dumawul walking tour. (Image: Visit Victoria)

    Step into a timeless landscape with Dumawul’s guided tour through Kooyoora State Park, around an hour’s drive west of Bendigo in north-central Victoria. Led by Djaara guides, this immersive half-day journey breathes life into Country, weaving together stories, bush tucker and ancient rock art. Known to the Dja Dja Wurrung people as Guyura – the ‘mountain of light’ – this dramatic granite range is rich with cultural and spiritual significance.  The adventure begins with a meet-up at the Bridgewater Hotel on the banks of the Loddon River, before guests are welcomed onto Country with a traditional Smoking Ceremony – a powerful ritual that honours ancestors and cleanses those who walk the land. From there, it’s a gentle wander through rugged outcrops and open bushland, with sweeping vistas unfolding at every turn. Along the way, guides share their knowledge of how the Dja Dja Wurrung peoples have cared for and adapted with this land for generations, offering a rare and moving window into an ancient way of life that continues to thrive today.  

    Kooyoora walking tour
    Knowledge of the Dja Dja Wurrung is shared on the trail. (Image: Visit Victoria)

    Kingfisher Cruises  

    Kingfisher Cruises
    Cruising the Murray with Kingfisher Cruises. (Image: Visit Victoria)

    Glide quietly through the Barmah-Millewa forest – the nation’s largest river red gum ecosystem – on a scenic journey along the Murray River and into the Barmah Lakes with Kingfisher Cruises . Led by passionate guides who share stories of the cultural significance of this ancient landscape, these cruises reveal the stories, totems and traditional knowledge of the Yorta Yorta people. As you navigate narrow waterways and spot native birds, you’ll gain a richer understanding of how First Peoples have lived in harmony with this floodplain for tens of thousands of years. It’s a gentle, immersive experience that leaves a lasting impression – one where every bend in the river carries echoes of culture, connection and Country.  

    wawa biik 

    Taungurung leaders
    Exploring Nagambie with Taungurung leaders. (Image: Visit Victoria)

    Translating to ‘hello, Country’ in the language of the First Nations People and Custodians of the rivers and mountains of Taungurung Country in Central Victoria, wawa biik guides a range of authentic and deeply immersive experiences. Leaving from either Nagambie or Euroa, the tours are woven with ancient stories of the Taungurung, telling how a sustained connection and responsibility ensures the continued health of biik – benefitting the people, animals and plants that live in and around the Goulburn River. During the wawa Nagambie experience, guests participate in a Welcome Smoking Ceremony, and enjoy lunch and conversation with two Taungurung leaders as they cruise through the wetlands of tabilk-tabilk (place of many waterholes). The 4.5-hour tour begins at Tahbilk Winery, which is set in the wetlands of Nagambie on Taungurung Country and collaborates with Taungurung Elders to share knowledge of biik. 

    Bataluk Cultural Trail  

    Bataluk Trail
    Cape Conran on the Bataluk Trail. (Image: Visit Victoria)

    The Bataluk Cultural Trail winds through East Gippsland like a thread stitching past to present, tracing the deep connection between the Gunaikurnai people and their land. Starting at the Knob Reserve in Stratford, visitors walk among scarred trees and ancient stone tools once used for survival and ceremony. At the Den of Nargun near Mitchell River, the earth holds stories of women’s sacred spaces, cloaked in myth and legend. Further along, Legend Rock at Metung tells of greed and consequence, its surface etched with ancient lore. At Cape Conran, shell middens lie scattered like breadcrumbs of history – 10,000 years of gatherings, stories and saltwater songs still echoing in the wind.  

    Healesville Sanctuary  

    echidna at Healesville Sanctuary
    Get up close with a resident echidna at Healesville Sanctuary. (Image: Visit Victoria)

    Set on the historic grounds of Coranderrk Aboriginal Station, Healesville Sanctuary honours the Wurundjeri people of the Kulin Nation through immersive storytelling and connection to Country. Along Wurundjeri Walk, visitors are invited to reflect on the land’s rich First Peoples history, with native plants revealing their traditional uses. Wurundjeri Elder and educator Murrundindi shares culture in-person with the Wominjeka Aboriginal Cultural Experience every Sunday, and most days during Victorian school holidays. Murrundindi’s smoking ceremonies, storytelling and bush tucker knowledge reveal the sacred relationship between people, animals and the environment. Bird-lovers can’t miss the incredible Spirits of the Sky show featuring native birds daily at 12pm and 3pm. 

    The Grampians 

    Rock art at Bunjil Shelter in The Grampians
    Rock art at Bunjil Shelter in The Grampians. (Image: Visit Victoria)

    Known as Gariwerd to Traditional Owners, the Grampians is a place of immense cultural and spiritual significance. This rugged landscape holds more than 80 per cent of Victoria’s known First Peoples rock art, offering a powerful window into the region’s deep heritage. Visitors can respectfully explore five remarkable rock art sites: Billimina and Ngamadjidj in the Wartook Valley, Manja Shelter near Hamilton, Gulgurn Manja shelter near Laharum, and the Bunjil Shelter near Stawell, where the creator spirit is depicted. Each site tells a unique story of connection to Country, shared through ancient handprints, dancing figures and Dreaming narratives etched into stone.