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)

Feast your way through Sun Country on the Murray – a beautiful and bountiful region in northern Victoria with gourmet delights galore.

Nestled on the lands of the Yorta Yorta People along the mighty Murray River, Sun Country is a truly extraordinary place. The northern Victorian enclave is a tapestry of meandering waterways, ancient forests, sandy beaches, enchanting country towns and an easy way of life.

Beyond its landscapes and bucolic charm, Sun Country on the Murray is a culinary paradise: think farm-fresh produce, family-run wineries and no shortage of places to feast.

If you’re a serious foodie or simply epicurious, here’s your ultimate guide to a gourmand Murray River getaway.

The Murray Farm Gate Trail

The self-guided Murray Gate Farm Trail lets you sample the area’s best produce while immersing yourself in the lush Goulburn and Murray Valleys. The trail has something to suit every palate and pace, but there are a few notable highlights.

1. Rich Glen

Rich Glen Provedore and Rich Glen Skin & Beauty — Stock up at Rich Glen. (Image: Chloe Smith Photography)

Rich Glen is renowned for its award-winning olive oils. Everything is grown and created on the family farm in Yarrawonga, the results of which you can visit at Rich Glen Provedore – a treasure trove of gourmet foods, including that signature olive oil. Or explore Rich Glen Skin & Beauty, which stocks lush handmade skincare and wellness products.

2. How Now Dairy

A charming micro-farm producing ethical dairy, How Now Dairy , lets its baby calves remain with their mothers and its cows roam on rolling pesticide-free pastures. Try a selection of cheeses that do good and taste good, including a fantastic punchy blue, and velvety milk with a thick, creamy top.

3. Cactus Country

Cactus Country in the murray — Stop into Cactus Country. (Image: Chloe Smith Photography)

Cactus Country is a 12-acre stretch of desert-like garden containing cacti of all shapes, sizes and colours. Naturally, it makes the most of its bounty at the on-site bar and restaurant, with a cactus-infused dessert menu alongside a vibrant line-up of Mexican snacks and mains.

4. The Olde Creamery

The Olde Creamery is a local icon, a former hobby farm that has flourished into a thriving purveyor of flowers and foods. The elderflower cordial and bramble gin and tonic jam are must-tries, and make for tasty mementoes of your trip.

Wineries, breweries and distilleries

The region’s sunny climate and rich soils make it a prime place for viticulture. If wine isn’t your thing, you’ll also find boutique breweries and distilleries producing top-notch beers and spirits.

1. Squires Winery

a couple sitting at the bar at squire's winery, sun country on the murray — Pop in for a tasting. (Image: Visit Victoria)

With its idyllic positioning on the Ovens River, Squires Winery is a lovely setting for a long, leisurely lunch or tasting. Enjoy a riverside sip of prosecco, rosé or cab sauv, complemented by seasonal bites and a backdrop of towering gum trees.

2. Cape Horn Vineyard

Cape Horn is one of the region’s most established vineyards. Its sparkling durif/shiraz is a crowd favourite and well worth trying on your foodie tour, especially if it’s served with one of the winery’s delicious wood-fired pizzas.

3. Byramine Homestead & Brewery

A top pick among beer, cider and history enthusiasts, Byramine serves a rotation of brews made on-site in the historic homestead. Wander through the venue and learn about its colonial past before sitting down to a freshly made Ploughman’s and cold local ale.

4. Monichino Wines

Monichino is a slice of la dolce vita in northern Victoria, producing classic Italian varietals like pinot grigio and aromatica. Drop by for a tasting at the cellar door (open weekends or by appointment) and explore everything from crisp whites to robust fortified wines, or pack a picnic and savour your glass in the picturesque gardens.

5. Corowa Distilling Co

Corowa Distilling Co crafts an incredible variety of single-malt and blended whiskies, and is a beloved spot among locals and visitors alike. Stop in for a tasting flight in the whisky room, or a hearty breakfast or lunch paired with a wee dram.

Farm-to-table dining

If you’ve got the time to linger over a gourmet spread, Sun Country on the Murray has an abundance of outstanding restaurants and cafes.

1. O’Reilly’s Food and Wine

O’Reilly’s feels much like stepping into a good friend’s home, albeit with a refined twist. The menu changes weekly and rotates through a selection of comforting yet elevated dishes – think lamb cottage pie, French-style moussaka, a perennially popular open steak sandwich and cakes that change flavours weekly.

2. Stock and Barrel

a couple eating at Stock and Barrel victoria — Soak in views of Lake Mulwala. (Image: Visit Victoria)

Tucked inside The Sebel Yarrawonga hotel, overlooking sparkling Lake Mulwala, Stock and Barrel does pub classics with a Sun Country spin. Order a perfectly seared steak and triple-cooked potatoes alongside a freshly poured pint, or try a regional highlight: local produce features abundantly across Stock and Barrel’s dishes.

3. The Bend

With spacious decks and panoramic views of the Murray, The Bend is ideal for a sun-soaked long lunch. Order a round of moreish share plates (like baja fish tacos and a warm-from-the-oven brioche loaf stuffed with cream cheese and herbs) or a signature cocktail and indulgent main – we can’t go past the slow-braised wagyu brisket.

4. Blacksmith Provedore

If you’re after a slick yet relaxed dining destination, head to Blacksmith Provedore . Perched right next to Lake Mulwala, the venue is airy and elegant, with a minimalist-chic design. The pizzas are seriously good too, made with 72-hour fermented dough and toppings sourced from Italy’s finest producers.

5. Broken Willow

As soon as you enter Broken Willow ’s front doors, you’re greeted with genuine hospitality and a classic bistro menu that has something for everyone: succulent grilled meats, parmas and schnitzels, juicy burgers, and international dishes ranging from weekly curry and stir-fry specials to zippy banh mi.

While you’re there

Thompson Beach in sun country on the murray — Discover plenty to do between meals. (Image: Chloe Smith Photography)

Got a few hours to spare? Make the most of your trip by exploring the natural wonders and rich cultural heritage of your riverside surroundings.

Barmah National Park is a sanctuary of walks through majestic river red gums and serene wetlands. Here, a seat on board a Kingfisher River Cruise offers a different Murray experience, letting you see the vast river from the perspective of the Yorta Yorta peoples.

If you’re a watersport enthusiast, Lake Mulwala in Yarrawonga is a favourite for canoeing, cruising, fishing, kayaking and water skiing. While the silo murals at Katamatite, St James, Tungamah and more recently Waaia are essential stops in Victoria’s famed Silo Art Trail .

In Cobram Barooga, make sure to visit Thompson’s Beach, the largest inland beach in the southern hemisphere. Nearby, the Bullanginya Dreaming project is an award-winning 1.8km immersive art experience that immerses you in light and sound to tell a rich story of country, culture and connection.

Start planning a tasty getaway to Sun Country on The Murray at suncountryonthemurray.com.au.

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