Virgin cancelled Elif’s flight, then refused to refund her out-of-pocket expenses

Pressure is mounting on the Albanese government to bolster consumer protections for airline passengers, as federal independent MPs echo calls for an aviation ombudsman and better compensation for flight delays and cancellations.

Tasmanian independent MP Andrew Wilkie said Australia lagged behind other countries when it came to securing compensation from airlines. “The ACCC considers the consumer protection framework in the airline sector needs improvement,” a spokeswoman said. But it was Virgin’s refusal to pay for all of her out-of-pocket expenses totalling $170.33 that angered her.

Passengers on a delayed flight may be refunded reasonable meal costs, which Virgin’s guest compensation policy defines as “up to $30 per night per person if you are not at your home port”. “Under those laws, the passengers in this instance would have automatically received hundreds more dollars in compensation,” she said. “They wouldn’t have had to fight tooth and nail for a fair deal.”Beefed-up consumer protection would also act as a powerful incentive to airlines to reduce cancellations and delays, Ryan said.

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