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)

From serene natural beauty to vibrant nightlife, with plenty of arts and culture in between, the NSW Central Coast has been enjoying a serious glow up.

Just one hour from Sydney, the Central Coast has long been the perfect seaside getaway. And with its ECO Destination certification with a focus on sustainability, it’s a trip travellers can feel good about, too. Recently, new and exciting openings have turned the Central Coast into a place where incredible natural beauty is still on the table, but so is a vibrant and sophisticated arts, dining and nightlife scene.

Find out what’s new to discover on the Central Coast.

1. Gosford’s glow up

room at voco gosford — Book into voco and experience the best of Gosford.

Long-time Central Coast lovers will hardly recognise Gosford these days. While always boasting gorgeous water views, a range of revamps and new openings have turned it into a busy hub of arts and culture, with an increasingly diverse and vibrant nightlife.

Landmark lifestyle hotel voco Gosford is the perfect home base for a Central Coast getaway. At this IHG hotel overlooking sparkling Brisbane Water, guests can spend sunny days soaking in the rooftop pool (or just sipping a cocktail beside it). When it comes to meals, you can enjoy multiple venues serving up everything from modern Australian fare to fine-dining Japanese.

Venture out to lay eyes on the Central Coast’s first permanent Moving Image Gallery (MIG) . Opened this year inside the Gosford Regional Gallery , the immersive space is a showcase of screen-based and digital art. While at the gallery, wander around the Edogawa Commemorative Garden, a traditional Japanese strolling garden complete with teahouse, koi pond and an ornamental bridge.

Meanwhile, the revamped Gosford Regional Library has even more than books to discover. Now, it’s one of the best in the southern hemisphere – find exhibitions, historical archives and community initiatives for all ages at this perfect family-friendly escape.

2. Newcomers to the dining scene

table full of food at Amarilla restaurant terrigal — Treat yourself to sundowners and snacks at Amarilla.

The Central Coast has long been the perfect destination for gourmands, with everything from casual eats to fine dining elevating the local offerings. And three new destinations have been added to the map.

Amarilla at The Haven in Terrigal is the perfect seaside venue for sundowners, with blissed-out beats providing the soundtrack. Book in for golden hour and choose bites from a Spanish tapas menu made for sharing. Do as the locals do and wash it all down with sangria – the Sunday Sangria Sessions have become a local institution.

Also in Terrigal, Little Miss has brought a premium Mediterranean menu to the waterfront. Try the wagyu tartare with Greek caviar or butter-poached lobster and tomato bisque, paired with inventive cocktails and a handpicked selection of Lebanese wines.

Over in Ettalong, Bar Toto is perfect for pre- or post-dinner drinks. This award-winning cocktail bar is known for its creative concoctions, along with craft beer, wine and antipasti platters to snack on. The interior sets the mood, with dim lighting and wooden furnishings.

3. New Central Coast experiences

winemaker at Firescreek Botanical Winery — Book an experience at Firescreek Botanical Winery.

It’s entirely possible (and recommended) to spend a Central Coast getaway relaxing on one of its many peaceful and pristine beaches. But for those who crave more, there’s a long list of options to keep you busy.

Pop into the iconic Australian Reptile Park to see the new Weigel Venom Centre, a state-of-the-art facility that’s home to over 200 of the country’s most venomous snakes.

Get out on the water with Sail Central Coast , which offers 20 years of expertise in yacht charters. Book the Sunset Sail & Dine yacht charter for a private afternoon cruising the waterways of Bouddi National Park and Brisbane Water, stopping at Anchor on Hardys for a two-course meal with a cocktail.

For something completely different, Firescreek Botanical Winery is now offering an Aboriginal Storytelling and Wine Tasting Experience. Learn about local cultures, stories and traditions from an Aboriginal Elder, then enjoy a botanical-inspired wine tasting led by a local winemaking expert.

4. Central Coast accommodation

view from a cottage at Noonaweena — Sleep in the hinterland at Noonaweena.

There’s simply too much to experience on the Central Coast to only stay for one day. Turn your trip into a relaxing getaway by the beach.

Allawah , a retreat on the banks of the Hawkesbury River, is accessible only by boat. This secluded two-bedroom cottage is the perfect place to unwind, allowing you to spend lazy days fishing, kayaking, paddling or unwinding with a book on your own private jetty.

In the Kulnura hinterland, Noonaweena features a range of accommodation styles, from a luxe glamping bell tent to cottages and a treetop suite. It’s a leader in green travel, with 10 years of certification from Eco Tourism Australia. Relax in the onsite wellness centre or get active on various courts and in the gym facilities.

To stay by the ocean at Toowoon Bay, book into Kim’s Beachside Resort . This adults-only property offers a luxury escape nestled within a sub-tropical rainforest. Along with 36 private timber bungalows, indulge in massages or reiki treatments at the dedicated spa, or stop by the cocktail bar and à la carte restaurant.

5. Shopping on the Central Coast

Umina’s Centred Ceramics central coast — Try your hand at Umina’s Centred Ceramics’ pottery courses.

For those after unique trinkets, handmade treasures and beautiful homewares, the Central Coast is a haven.

Markets on the Central Coast have a special flavour. Wander the Umina Beach Markets at twilight, where you’ll find small businesses from the local areas, and the Norah Head Ocean View Markets , where you can soak up good food, live music and artisan finds by the beach after sunset. ‘Tis the season for the Christmas twilight edition of the Avoca Beachside Markets, celebrating the season with pop-up bars, tasty treats and plenty of unique gift options from local artists and producers.

Galleria Ettalong has also added to the Central Coast’s recent makers and creators renaissance, wrapping cinemas, a dining precinct and over 40 boutique shops into one area.

Sign up for a pottery course at Umina’s Centred Ceramics , or peruse the shop for a range of one-of-a-kind pottery made on the premises for a special souvenir.

For more eclectic arts and homewares, pop into Blue Bird Collective Co . This marketplace supports over 35 small, local and handmade businesses, artists and creatives. Take the time to check out fashion, jewellery and homewares that won’t be found anywhere else.

Start planning your coastal getaway at lovecentralcoast.com .

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