Preparing for take-off - Survey of Australians’ air travel behaviour, experiences and attitudes

Brief description

The Australian Government released the Aviation White Paper – Towards 2050. The paper recommends 56 policy initiatives to support the Australian aviation industry into the future, including the establishment of an Aviation Consumer Ombuds Scheme (ACOS).

BETA partnered with the interim ACOS to survey a weighted representative sample of 4,008 Australians to understand their attitudes and behaviours regarding commercial air travel and explore their understanding of consumer rights.

We found the majority of Australians who travelled by air were satisfied with their overall air travel experience. However, flight disruptions were common and there was low satisfaction with how these disruptions were handled. The overall rate of complaints was low, but most who did complain found the process and the outcome not satisfactory. Self-reported and tested knowledge of consumer rights as air passengers was low. Australians with a disability, medical condition or injury, who comprise a quarter of travellers, faced unique challenges, such as difficulty accessing information on available assistance services, which was reflected in lower-than-average satisfaction levels across their travel journey.

Full description

BETA Report - Preparing For Take-off - Technical Appendix Survey Tables - This file contains the weighted survey tables from the technical appendix of BETA's "Preparing for Take-off: Surveying Australians' air travel behaviour, experiences and attitudes".