National survey of Australians’ air travel behaviour, experiences and attitudes
The Interim Aviation Consumer Ombuds Scheme (ACOS) team within the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts partnered with the Behavioural Economics Team of the Australian Government (BETA) to conduct a survey to understand the attitudes, experiences and behaviours of Australians travelling by air, and their understanding of consumer rights.
A representative sample of over 4,000 Australian adults were asked about their flight experiences and satisfaction with key elements of the air travel journey, from booking a ticket to disembarking at the destination airport.
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Review of airline and airport complaint handling processes
The ACOS team procured a review and report on airline and airport complaint handling processes.
The review’s purpose was to identify current complaint handling options and processes, opportunities for improving how customer complaints are handled, and to inform policy development.
Independent firm crkhoury (CRK), which has expertise in conducting reviews of ombuds schemes and their complaint-handling processes, was engaged to undertake the review and provide reflections on ombuds scheme set-up.
CRK commenced the review in June 2025 and provided a report to the interim aviation consumer ombudsperson in December 2025.
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