Although the National Airline Customer Advocate Scheme (NACAS) will be implemented this year, people’s watchdog, CHOICE is calling for greater customer protection when flying.

The Advocate’s offices will not be located with an airline but its oversight committee will be run by airlines and CHOICE is wary of NACAS abilities to make irrevocable decisions.

“While the Advocate is a welcome start, we think it will leave the balance tilted too much in favour of airlines when difficult issues arise,” CHOICE spokesperson said.

CHOICE said consumer groups had no say in the set-up and design of the Advocate scheme but there will be an opportunity for amendment in the future.

“In this instance, we were offered the chance to be consulted after one year of the scheme’s implementation, and hopefully that will allow for further improvement.”

Unpredictability and unforeseen circumstances are among the major reasons a more developed approach to consumer protection is needed.