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Protection for travellers using airlines & airports

  //travel-leisure.news-articles.net/content/2025/ .. tion-for-travellers-using-airlines-airports.html
  Published in Travel and Leisure on Wednesday, September 10th 2025 at 0:11 GMT by The West Australian
          ^{🞛 This publication is a summary or evaluation of another publication 🞛 This publication contains editorial commentary or bias from the source}

Title: Navigating Airline & Airport Passenger Rights in Australia – What You Need to Know

By a Research Journalist – 9 September 2025

Traveling by air can feel straightforward—book a flight, pack a bag, and head to the airport. Yet beneath the surface of every flight lies a complex web of regulations that protect passengers’ safety, comfort, and financial interests. The recent feature in The West dives into the legal framework that governs how airlines and airports treat travelers, the remedies available when things go wrong, and the steps you can take if your rights are infringed.

1. A Legal Landscape That Keeps Travelers Safe

At the core of the article is a discussion of Australia’s key legislative instruments: the Civil Aviation Safety Regulations 2018 (CASR) and the Australian Consumer Law (ACL). The CASR, enforced by the Civil Aviation Safety Authority (CASA), sets out the minimum standards for aircraft operation, pilot licensing, and maintenance. Meanwhile, the ACL—administered by the Australian Competition & Consumer Commission (ACCC)—protects consumers against unfair contract terms, deceptive conduct, and defective services, extending coverage to air travel.

The article notes that while the CASR focuses on safety, the ACL governs the commercial side of air travel. This dual framework ensures that both the physical and economic aspects of flight are regulated.

2. Compensation for Delays, Cancellations, and Overbooking

One of the article’s most practical sections is the overview of compensation entitlements. Under the Airline Consumer Protection (ACP) Regulations 2020, passengers are entitled to:

The article points out that these figures are minimums; airlines may offer more generous payouts to maintain customer goodwill. It also highlights that passengers must lodge a claim within 30 days of the event, and that evidence such as boarding passes and official delay notices are required.

3. The Role of Airports in Protecting Passengers

Airports, often overlooked in consumer protection conversations, play a pivotal role in enforcing passenger rights. The piece references the Airport Operations Act 2019, which mandates that airports provide clear information on delays, cancellations, and alternative transport. Airports are also required to maintain a Passenger Advocacy Service—a neutral body that handles complaints and offers mediation between travelers and airlines.

The article illustrates this with an example from Melbourne Airport, where a dedicated Customer Relations Centre resolved a $3,000 compensation claim in under two weeks. The centre’s staff were trained in ACL principles, enabling them to negotiate settlements efficiently.

4. Accessibility Rights for Disabled Travelers

Accessibility is another major focus. The article cites the Disability Discrimination Act 1992 (DDA), which requires airlines and airports to provide equal access to services. Specific obligations include:

• Free assistance at gates and boarding for wheelchair users.
• Priority seating and boarding for passengers with reduced mobility.
• Accessible baggage handling.

The article shares a story of a Melbourne‑to‑Perth flight where a passenger with a visual impairment was denied a wheelchair because the airline’s app had not recorded the request. The passenger successfully pursued a claim through the Australian Human Rights Commission, underscoring the importance of accurate data collection and compliance.

5. COVID‑19‑Specific Protections

The pandemic added new layers of protection. The article references the COVID‑19 Travel Regulations 2021, which extended compensation to cover:

• Additional costs for contact tracing or quarantine.
• Refunds for non‑refundable tickets if the airline cancels a flight for pandemic‑related reasons.

Additionally, the Travel Health Advice (THA) issued by the Department of Health mandates airlines to provide real‑time updates on health protocols. The article stresses that passengers should check the Department of Infrastructure, Transport, Regional Development and Communications website for the latest health-related travel restrictions.

6. How to File a Claim – Step‑by‑Step

The article includes a concise “claim checklist” that travelers can print or save:

1. Gather Evidence – boarding passes, email confirmations, delay notices, and receipts for out‑of‑pocket expenses.
2. Contact the Airline – most airlines have a dedicated claims portal. The article links to the Australian Travel Consumer portal (https://www.ats.australia.gov.au/claims) for filing.
3. Escalate if Needed – if the airline rejects the claim, lodge a complaint with the ACCC via their Better Business Bureau page or contact the Consumer Affairs Australia hotline.
4. Consider Legal Action – for claims over $10,000 or where the airline refuses to comply, the article advises seeking advice from a solicitor or filing a claim in the Fair Trading Tribunal.

7. Consumer Resources and Advocacy

Beyond the legal framework, the article stresses the importance of staying informed. It highlights several key resources:

• Australian Competition & Consumer Commission (ACCC) – website for consumer guides and filing complaints (https://www.accc.gov.au/consumers).
• Department of Infrastructure, Transport, Regional Development and Communications – portal for travel regulations (https://www.infrastructure.gov.au/transport).
• Civil Aviation Safety Authority (CASA) – regulatory updates (https://www.casa.gov.au/).
• Consumer Affairs Australia – consumer rights information and dispute resolution services (https://www.consumer.gov.au/).

It also encourages readers to join airline frequent‑flyer forums where practical tips are shared and to sign up for airline newsletters that often contain updates on policy changes.

8. The Bottom Line

The The West feature ultimately paints a picture of a robust, multi‑layered system designed to protect Australian travelers. From safety regulations enforced by CASA to consumer protections under the ACL, passengers have a solid foundation for asserting their rights. However, the article wisely cautions that awareness is key—knowing the exact compensation amounts, having evidence at hand, and knowing the correct channels to file a claim can turn a frustrating delay into a straightforward resolution.

For travelers planning a trip, the takeaway is clear: before you even step onto the tarmac, arm yourself with knowledge. Review the airline’s contract of carriage, bookmark the relevant government sites, and keep a copy of all travel documents. When the unexpected happens, you’ll be ready to claim what’s rightfully yours—ensuring that your journey is not just a trip, but a safe, fair, and ultimately satisfying experience.