Qantas sale of tickets for cancelled services (ghost flights): Difference between revisions
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Many customers during this period identified a flights being cancelled for times that they had allocated, often affecting the same customer/trip multiple times. At the time Qantas were citing concerns with staffing levels being unable to keep up with unexpected demand, and directed customers to time limited flight credits, or moved customers to alternative flights. | Many customers during this period identified a flights being cancelled for times that they had allocated, often affecting the same customer/trip multiple times. At the time Qantas were citing concerns with staffing levels being unable to keep up with unexpected demand, and directed customers to time limited flight credits, or moved customers to alternative flights. | ||
During this period Qantas had long hold times to talk to representatives in relation to these flights with customers commonly waiting many hours to talk to an agent. This further compounded issues when in some instances customers were being notified of the cancellation at very short notice. <ref>{{Cite news |last=Gebicki |first=Michael |date=25 March 2022 |title=Qantas phone call hold times: Customers spend hours waiting |url=https://www.smh.com.au/traveller/travel-news/qantas-phone-call-hold-times-customers-spend-hours-waiting-20220329-h22rf0.html}}</ref><ref>{{Cite web |last=Soper |first=Natassia |date=2022 |title=Frustrated Qantas customers wait up to 20 hours on hold |url=https://9now.nine.com.au/a-current-affair/coronavirus-frustrated-qantas-customers-long-phone-wait-times/192d5459-7d12-4ada-a7f3-d3f797ff3720}}</ref> | During this period Qantas had long hold times to talk to representatives in relation to these flights with customers commonly waiting many hours to talk to an agent. This further compounded issues when in some instances customers were being notified of the cancellation at very short notice.<ref>{{Cite news |last=Gebicki |first=Michael |date=25 March 2022 |title=Qantas phone call hold times: Customers spend hours waiting |url=https://www.smh.com.au/traveller/travel-news/qantas-phone-call-hold-times-customers-spend-hours-waiting-20220329-h22rf0.html}}</ref><ref>{{Cite web |last=Soper |first=Natassia |date=2022 |title=Frustrated Qantas customers wait up to 20 hours on hold |url=https://9now.nine.com.au/a-current-affair/coronavirus-frustrated-qantas-customers-long-phone-wait-times/192d5459-7d12-4ada-a7f3-d3f797ff3720}}</ref> | ||
The public opinion soured further due to the large number of Australian staff layoffs that Qantas undertook during the COVID pandemic, which a Federal Court decision later determined to be illegal. <ref>{{Cite news |last=Olaya |first=Kayla |last2=Ireland |first2=Olivia |date=21 October 2024 |title=Qantas faces hefty payout to 1700 sacked workers |url=https://www.smh.com.au/business/companies/qantas-faces-hefty-payout-to-1700-sacked-workers-20241018-p5kjfx.html}}</ref>This was further exacerbated by Qantas being the largest JobKeeper recipient of all Australian businesses. (JobKeeper was an Australian Government scheme to support businesses during the COVID pandemic and support them retaining their employees.) | The public opinion soured further due to the large number of Australian staff layoffs that Qantas undertook during the COVID pandemic, which a Federal Court decision later determined to be illegal.<ref>{{Cite news |last=Olaya |first=Kayla |last2=Ireland |first2=Olivia |date=21 October 2024 |title=Qantas faces hefty payout to 1700 sacked workers |url=https://www.smh.com.au/business/companies/qantas-faces-hefty-payout-to-1700-sacked-workers-20241018-p5kjfx.html}}</ref> This was further exacerbated by Qantas being the largest JobKeeper recipient of all Australian businesses. (JobKeeper was an Australian Government scheme to support businesses during the COVID pandemic and support them retaining their employees.) | ||
===Qantas's response=== | ===Qantas's response=== | ||
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==Lawsuit== | ==Lawsuit== | ||
The ACCC launched court action against Qantas in August 2023 in the Federal Court. <ref>ACCC takes court action alleging Qantas advertised flights it had already cancelled - https://www.accc.gov.au/media-release/accc-takes-court-action-alleging-qantas-advertised-flights-it-had-already-cancelled</ref> | The ACCC launched court action against Qantas in August 2023 in the Federal Court.<ref>ACCC takes court action alleging Qantas advertised flights it had already cancelled - https://www.accc.gov.au/media-release/accc-takes-court-action-alleging-qantas-advertised-flights-it-had-already-cancelled</ref> | ||
====Claims==== | ====Claims==== | ||
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====Outcome==== | ====Outcome==== | ||
After the Federal Court decision Qantas accepted responsibility for the incident and stated that they had updated their process and policies to ensure it doesn't happen again. <ref name=":0">{{Cite web |title=QANTAS REACHES AGREEMENT WITH ACCC AND COMMENCES CUSTOMER REMEDIATION PROGRAM |url=https://www.qantasnewsroom.com.au/media-releases/qantas-reaches-agreement-with-accc-and-commences-customer-remediation-program/}}</ref> | After the Federal Court decision Qantas accepted responsibility for the incident and stated that they had updated their process and policies to ensure it doesn't happen again.<ref name=":0">{{Cite web |title=QANTAS REACHES AGREEMENT WITH ACCC AND COMMENCES CUSTOMER REMEDIATION PROGRAM |url=https://www.qantasnewsroom.com.au/media-releases/qantas-reaches-agreement-with-accc-and-commences-customer-remediation-program/}}</ref> | ||
The Federal Court Ordered Qantas to pay $100 million in penalties for misleading consumers. <ref>Federal Court orders Qantas to pay $100m in penalties for misleading consumers - https://www.accc.gov.au/media-release/federal-court-orders-qantas-to-pay-100m-in-penalties-for-misleading-consumers</ref> | The Federal Court Ordered Qantas to pay $100 million in penalties for misleading consumers.<ref>Federal Court orders Qantas to pay $100m in penalties for misleading consumers - https://www.accc.gov.au/media-release/federal-court-orders-qantas-to-pay-100m-in-penalties-for-misleading-consumers</ref> | ||
Qantas also gave an undertaking to the ACCC that it would pay $20 Million to consumers who were affected. <ref>Qantas agrees to $20m payments to customers and, subject to court approval, a $100m penalty for misleading consumers - https://www.accc.gov.au/media-release/qantas-agrees-to-20m-payments-to-customers-and-subject-to-court-approval-a-100m-penalty-for-misleading-consumers</ref><ref name=":0" /> | Qantas also gave an undertaking to the ACCC that it would pay $20 Million to consumers who were affected.<ref>Qantas agrees to $20m payments to customers and, subject to court approval, a $100m penalty for misleading consumers - https://www.accc.gov.au/media-release/qantas-agrees-to-20m-payments-to-customers-and-subject-to-court-approval-a-100m-penalty-for-misleading-consumers</ref><ref name=":0" /> | ||
==References== | ==References== | ||