The establishment of a new independent Aviation Industry Ombuds (AIO) Scheme was announced in the Aviation White Paper: Towards 2050 in August 2024.The White Paper's recommendations followed extensive consultation with industry, state and territory governments and the Australian community. It highlighted that many customers are dissatisfied with how Australian airlines and airports have been handling their obligations to customers.
You can now have your say on the design of the new AIO, which will start operating in 2026 once it's established by legislation.
The AIO will help improve air travellers' experiences by clarifying and upholding the rights of aviation customers, and establishing an independent mechanism to resolve customer complaints about airports and airlines.
Have your say on the design and implementation of the AIO by submitting your feedback before 11:59 pm on 17 October 2024. Your insights will ensure the scheme is effective and offers the right protections for all air travellers.
