Aviation White Paper delivers for consumers, regions and workforce

The Albanese Government will boost consumer rights, increase competition, support regional and general aviation, and help the sector decarbonise under the most significant overhaul of aviation for more than a decade.

A new Aviation White Paper will create the framework to give passengers a better deal while ensuring the industry maintains Australia’s strong safety record.

The White Paper includes 56 policies setting the direction for the industry.

The centrepiece is an independent Aviation Industry Ombuds Scheme and a new Charter of Customer Rights. The charter establishes a regime for the fair and appropriate treatment of customers, including actions the airline must take in the event of flight delays and cancellations.

Airlines will have a new requirement to “show cause” when flights are delayed or cancelled. The government will increase the transparency of airline performance, with more data on performance and competition to be published by the Bureau of Infrastructure and Transport Research Economics (BITRE).

The White Paper also addresses the treatment of passengers and airport users with disabilities. The Government will create new aviation-specific disability standards, review industry compliance with those new standards, and require airlines and airports to coordinate their actions in assisting people with disability.

The Government will also implement measures to increase competition, including the changes underway to reform Sydney Airport slot management arrangements. The opening of Western Sydney International Airport in 2026 will be a genuine game-changer for access to the Sydney Basin.

Major airports are natural monopolies and appropriate oversight is needed so they do not misuse their market position. The ACCC will monitor the conduct of pricing negotiations between airlines and major airports - and the next Productivity Commission inquiry into the economic regulation of airports will advise whether stronger regulation is required.

The Government is acting to protect regional aviation through our ongoing response to Rex airlines going into voluntary administration.

Funding programs that support remote airstrip upgrades and regional airports have been expanded. The Productivity Commission will also hold a review into regional airfares.

The Government will also make the aircraft noise ombudsman independent of Airservices Australia and Defence, and improve engagement with communities affected by changes to airspace and flight paths.

The newly independent Aircraft Noise Ombuds role will have the power to conduct independent investigations into the handling of aircraft noise complaints, publish reports, and make recommendations directly to Government about the handling of noise complaints, community consultation processes and other matters.

A strong aviation sector needs a more skilled, responsive and diverse workforce. The Government is working to streamline training pathways, support more inclusive workplaces and ensure large airlines train their own pilots

Reducing emissions in the transport sector will require concerted effort. But there are opportunities in the aviation sector that will see a Future Made in Australia.

We are already investing in the domestic production of sustainable aviation fuel and other low carbon liquid fuels (LCLF), with measures to support the development of a LCLF market.

The 2024 Aviation White Paper is the result of months of detailed consultations, 2,096 submissions and 22 roundtables.

Aviation is both a cornerstone of Australians’ way of life and critical to our national prosperity and security.

Only Labor Governments can be trusted to look after its future.

The Aviation White Paper can be found here: www.infrastructure.gov.au/AviationWhitePaper

Summary of main measures:

Consumer rights

We will establish an independent Aviation Industry Ombuds Scheme and a Charter of Customer Rights, outlining the fair and appropriate treatment of customers, including what airlines must do in the event flights are cancelled and delayed.

The charter will establish what is expected of airlines in relation to:

customers’ entitlements to refunds across all fare types – for flights that are disrupted, cancelled or unreasonably delayed, including circumstances where airlines must provide a refund in cash or the original form of payment rather than a travel voucher
appropriate and prompt timeframes for providing refunds
the length of flight delays that are considered unreasonable
reasons for disruptions, delays and cancellations that are considered within the airline’s control
accessible and timely communication with passengers in providing services in line with customer rights
other obligations that airlines may have to their customers when flights are disrupted, such as providing support to make alternative travel arrangements.

The new Aviation Industry Ombudsperson will oversee the charter, handle complaints, publish reports on airline and airport conduct, recommend further policy change to Government and refer instances of misconduct to the ACCC.

A consultation paper has been released with the White Paper today to support the design of the Aviation Industry Ombuds Scheme.

Accessible air travel

The treatment of people with disability by the airlines and airports is not good enough.

Not only does there need to be greater compliance with existing rules, there are gaps in the standards and in legislation.

The Government will create new aviation-specific disability standards and review industry compliance with those new standards, and require airlines and airports to coordinate their actions in assisting people with disability.

We will legislate to increase the maximum compensation entitlement for passengers whose wheelchairs or other mobility devices are damaged or lost by domestic airlines.

We will also consider options to lift airline limits on the number of passengers requiring assistance that can travel per flight.

Competition

Changes underway to reform Sydney Airport slot management arrangements are an important step in enhancing competition, and the opening of Western Sydney International airport in 2026 will be a genuine game-changer for access to the Sydney Basin.

A number of reforms to Sydney Airport’s slot management have already been implemented, such as an audit of slot usage and an open tender for a new Slot Manager.

We will change the allocation process and make it easier for new airlines to obtain slots. We will also modernise the compliance regime with penalties that address anti-competitive behaviours, update and strengthen enforcement tools for the Government, and require airlines to provide regular information on how they use slots – which will be published.

Airlines will have a new requirement to “show cause” in relation to why flights are delayed or cancelled, and the Government will review its own travel purchasing policies to minimise incentives for preferencing individual airlines when booking travel.

We will also increase the transparency of airline performance, with more data on performance and competition to be published by the Bureau of Infrastructure and Transport Research Economics (BITRE).

The Government will increase transparency in price negotiations between airports and airlines and consult on where ACCC price monitoring should be strengthened.

Australia will continue to allow foreign airlines to establish local companies that service domestic routes. The Government will consider cabotage requests on a case-by-case basis, either where there is a demand that no Australian operator is able to satisfy or where there is a proposed route not currently served by an Australian operator.

The opening of Western Sydney International airport will also provide further opportunities for international services.

Regional aviation

Regional aviation is critical to supporting essential services and connecting people.

The Government is acting to protect regional aviation through our ongoing response to Rex airlines going into voluntary administration.

The Productivity Commission will also hold a review into regional airfares, and we have expanded funding programs that support remote airstrip upgrades and regional airports.

Workforce

Aviation needs a skilled, responsive and diverse workforce.

Large Australian airlines need to do more to train their own pilots rather than rely on recruiting experienced personnel, otherwise the Government will consider imposing a levy to fund training and cadetship programs.

We will streamline training and accreditation pathways for licensed aviation maintenance engineers, and establish a gender equity charter with the aviation sector which will set targets for employment of women in senior and operational roles, to address the gender imbalance and skills shortages in the sector.

The Government will also simplify the visa process for pilots and other highly skilled workers.

Community

We are also making the aircraft noise ombudsman independent of Airservices Australia and Defence, and improving engagement with communities affected by changes to airspace and flight paths.

Airservices Australia will apply best practice consultation in providing clear and transparent information so communities can ensure that their interests are reflected in decision-making processes.

Net zero, airport planning and new technologies

Reducing emissions in the transport sector will require concerted effort, but there are opportunities in the aviation sector that support a Future Made in Australia.

We are already investing in the domestic production of sustainable aviation fuel and other low carbon liquid fuels (LCLF), with measures to support the development of a LCLF market.

We are requiring airport master plans to include information on long-term decarbonisation, and working with international partners to support the decarbonisation of international aviation.

Planning processes will continue to support general aviation activity at leased federal airports, and we will review the Airports Act for the planning and development of the leased airports.

The Government will continue to support the opportunities of new aviation technologies, such as drones, by preparing strategies for the future and establishing new legislation to manage drone risks.