<?xml version="1.0" encoding="ISO-8859-1"?> <docID>336167</docID> <postdate>2025-01-06 08:49:03</postdate> <headline>Aviation minister calls for customer rights feedback</headline> <body><div dir="ltr"></div> <div dir="ltr"> <p><img class=" wp-image-288880" src="https://citynews.com.au/wp-content/uploads/2023/07/Jetstar-pic-rotated-2-e1690064762686.jpg" alt="" width="763" height="502" /></p> <caption>In the past, Jetstar passengers have been left to fend for themselves when gate agents made promises that were then reneged during phone calls to customer service.</caption> </div> <div dir="ltr"></div> <div dir="ltr"><span class="kicker-line">By aviation writer <strong>Scott Mayman</strong> </span></div> <div dir="ltr"></div> <div dir="ltr"><strong>Canberrans have until the end of February to comment on a draft aviation customer rights charter.</strong></div> <div dir="ltr"> <p>Transport Minister Catherine King has released the draft charter for public consultation, in response to the 2024 White Paper.</p> <p>"The flying public deserves to be treated with dignity and respect, which includes receiving timely and fair remedies when flights are cancelled or delayed", she said.</p> <p>At the centre of the charter is an aviation ombudsman who will be responsible for policing how airlines treat their customers.</p> <p>The draft also demands full refunds within 14 days for delayed flights as well as full compensation for lost luggage.</p> <p>Greater customer service assistance would also be a requirement for rebooking opportunities when flights have been cancelled.</p> <p>Previously, Canberra Airport has witnessed multiple delays and cancellations.</p> <p>Over the past couple of years, Jetstar passengers have been left to fend for themselves when gate agents made promises that were then reneged during phone calls to customer service. This included international flights where agents told passengers to phone reservations, instead of fixing a rebooking issue on the spot.</p> <p>The Opposition's transport spokeswoman Bridget McKenzie accused the government of not being serious about taking on the airlines because it hadn't acted sooner.</p> <p>In a statement on social media she said: "The Albanese government should adopt a genuine compensation scheme to assist travellers impacted by excessive cancellations, delays and lost baggage".</p> <p><em>Make a submission at  <a href="http://infrastructure.gov.au/Aviation-Rights-Charter" target="_blank" rel="noopener" data-saferedirecturl="https://www.google.com/url?q=http://infrastructure.gov.au/Aviation-Rights-Charter&source=gmail&ust=1736148475361000&usg=AOvVaw1yvuDVSutQDxHt_WYSnWna">infrastructure.gov.au/<wbr />Aviation-Rights-Charter</a> before 5pm, February 28.</em></p> </div> <div dir="ltr"></div> </body>