Qantas: Difference between revisions
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*Pricing and Fare Practices -There have been occasional criticisms regarding Qantas's fare structures, particularly during peak periods or when competition is limited. | *Pricing and Fare Practices -There have been occasional criticisms regarding Qantas's fare structures, particularly during peak periods or when competition is limited. | ||
*Loyalty Program Changes - Modifications to the Qantas Frequent Flyer program have sometimes been met with criticism from members who feel the changes devalue their points or make it more difficult to redeem rewards. | *Loyalty Program Changes - Modifications to the Qantas Frequent Flyer program have sometimes been met with criticism from members who feel the changes devalue their points or make it more difficult to redeem rewards. | ||
*Customer Service Responsiveness: There have | *Customer Service Responsiveness: There have been repeated issues with customer service responsiveness, including long wait times and difficulties in resolving complaints and issues | ||
====Operational Transparency and Reliability==== | ====Operational Transparency and Reliability==== | ||
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===Sale of tickets for cancelled services (2023)=== | ===Sale of tickets for cancelled services (2023)=== | ||
{{Main|Qantas - Sale of tickets for cancelled services (Ghost Flights)}} | |||
In August 2023 the Australian Competition and Consumer Commission (ACCC) launched legal action in the Federal Court for anti consumer behaviour conducted by Qantas. It was alleged selling tickets on its website for flights it knew were cancelled. It was alleged that 884,000 customers had been sold tickets for cancelled services and were not swiftly notified. Qantas settled the lawsuit in 2024 agreed to pay $120 Million in fines and compensation.<ref>ACCC - 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>ACCC - 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> | In August 2023 the Australian Competition and Consumer Commission (ACCC) launched legal action in the Federal Court for anti consumer behaviour conducted by Qantas. It was alleged selling tickets on its website for flights it knew were cancelled. It was alleged that 884,000 customers had been sold tickets for cancelled services and were not swiftly notified. Qantas settled the lawsuit in 2024 agreed to pay $120 Million in fines and compensation.<ref>ACCC - 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>ACCC - 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> | ||