Passengers finally get outlet for airline complaints
Monday 23 April 2012 @ 2.03 p.m. | Corporate & Regulatory
It’s struggling for media oxygen in the swirling controversies of federal politics,
but the announcement yesterday by the Transport Minister Anthony Albanese of the creation
of a national airline “customer advocate” has the potential to be one of the most useful initiatives in years for travellers.
In effect, it’s an air travel ombudsman – a long overdue consumer initiative considering
every Australian, on average, takes an interstate flight at least once a year and
a third of the population now travels overseas annually.
It’s a result of the federal government’s Aviation White Paper in December 2010, which
proposed a number of consumer initiatives, but it’s far more than a piece of top-down
government regulation imposed on the industry.
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