May 5th 2024.
Qantas has recently announced that they will be repaying $20 million to customers who were affected by their "misleading" ticket advertisements. These ads were for flights that were already scheduled for cancellation in the post-COVID era. In addition, Qantas failed to inform customers of these cancellations in a timely manner. The airline, along with the Australian Competition and Consumer Commission (ACCC), has come to an agreement regarding this issue, which also includes a $100 million civil penalty pending court approval.
The ACCC had taken legal action against Qantas in August last year, claiming that between May 21, 2021 and July 7, 2022, the airline had advertised tickets for over 8000 flights that were ultimately cancelled. It was also alleged that Qantas did not promptly notify ticketholders of over 10,000 flights scheduled for departure in May to July 2022. Qantas Group CEO Vanessa Hudson stated that this agreement is an important step forward in restoring confidence in the national carrier. She also acknowledged that when flights resumed after the COVID shutdown, the airline fell short of their own standards and let down customers.
ACCC Chair Gina Cass-Gottlieb expressed her disappointment with Qantas' conduct, calling it "egregious and unacceptable." As part of the agreement, Qantas will be reimbursing affected customers until the end of August 2023, when steps were taken to ensure that cancellation decisions were processed promptly. This includes over 86,000 customers who booked flights two or more days after the decision was made to cancel them. The amount of compensation will vary, ranging from $225 for domestic or trans-Tasman flights to $450 for other international flights. This is in addition to any refunds or alternative flights that may have already been offered.
To make the reimbursement process easier, payments will be made through an online portal managed by Deloitte. Customers who were affected will receive an email in June with instructions on how to make a claim. More information can also be found online. Qantas Group CEO Vanessa Hudson acknowledged that the return to traveling after the COVID shutdown was already stressful for many, and the airline did not provide enough support for customers. She also stated that Qantas has since updated their processes and invested in new technology to prevent this from happening again.
The ACCC has dropped their claims against Qantas regarding wrongful acceptance of payment. This includes any allegations that Qantas received payment for a service they did not, and had no intention of, providing. For the latest updates on breaking news, celebrity news, and sports, you can follow us on WhatsApp. Our channel is free from comments and algorithms, ensuring your privacy is protected.
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