First airline customer advocate named

written by | July 10, 2012
Airline passengers now have an independent customer advocate. (Seth Jaworski)

Julia Lines has been named Australia’s first airline customer advocate in a move meant to give passengers a stronger voice in resolving disputes with air carriers.

Ms Lines, a former manager of complaint assessments at the Health Care Complaints Commission, will be based in Sydney in a role funded by Australia’s main airlines.

The position, announced earlier this year, is tasked with resolving complaints customers have been unable to sort out with the airlines.


“The creation of this independent position means that for the first time, airline customers will be provided with a real alternative when they are unable to resolve a complaint directly with an airline,” Federal Transport Minister Anthony Albanese said in a statement announcing the appointment.

Albanese said the customer advocate will seek to resolve complaints within 20 working days.

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