Australia’s two major airlines have backflipped and given conditional approval to an industry-wide aviation ombudsman who would deal with passenger complaints and refunds.
In its submission to the green paper, Qantas argued existing ombudsman models were “notoriously ineffective at delivering timely resolution of consumer complaints” but the airline had shifted its position.A Qantas spokesperson said the best thing the airline could do for our customers was to ensure more of its flights took off on time and opened the door to support for an ombudsman.
“We will work constructively with government if it is thought that improvements beyond those we have already supported are necessary. We will be keen to ensure unnecessary additional costs are not baked into the system,” the spokesperson said.Consumer advocates such as CHOICE and the ACCC have been pushing for an independent ombudsman scheme that would bind all airlines in Australia to act in the event of a disruption and simplify the way customers can exercise consumer guarantees.
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