Qantas: Difference between revisions
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==Consumer impact summary== | ==Consumer impact summary== | ||
==== Anti Consumer Behaviour ==== | ====Anti Consumer Behaviour==== | ||
* Difficulties with Refunds and Credits - Some customers have reported challenges in obtaining refunds or utilising flight credits | *Difficulties with Refunds and Credits - Some customers have reported challenges in obtaining refunds or utilising flight credits | ||
* 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 be repeated issues with customer service responsiveness, including long wait times and difficulties in resolving complaints and issues | *Customer Service Responsiveness: There have be 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==== | ||
There has been concerns about the airline's operational practices, including the accuracy of flight information and the management of flight schedules, as highlighted by the flight cancellation case. | There has been concerns about the airline's operational practices, including the accuracy of flight information and the management of flight schedules, as highlighted by the flight cancellation case. | ||
==== Regulatory Compliance ==== | ====Regulatory Compliance==== | ||
* Issues related to Qantas's adherence to consumer law and other relevant regulations, as evidenced by the ACCC's actions and the resulting penalties. | *Issues related to Qantas's adherence to consumer law and other relevant regulations, as evidenced by the ACCC's actions and the resulting penalties. | ||
==Incidents== | ==Incidents== | ||
=== Sale of tickets for cancelled services (2023) === | ===Sale of tickets for cancelled services (2023)=== | ||
''Main article:'' [[Sale of tickets for cancelled services (Ghost Flights)]] | ''Main article:'' [[Qantas - Sale of tickets for cancelled services (Ghost Flights)|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> | ||
=== '''Flight Credits (2022)''' === | ==='''Flight Credits (2022)'''=== | ||
In 2022 Qantas suffered significant customer backlash in relation to its flight credits policy. Throughout the COVID-19 pandemic Qantas had issued customers vouchers for cancelled services. However customers complained that the vouchers either did not have the value required to rebook the flights due to increases in flight costs, else had short expiration dates that made the vouchers unusable due to ongoing border closures. | In 2022 Qantas suffered significant customer backlash in relation to its flight credits policy. Throughout the COVID-19 pandemic Qantas had issued customers vouchers for cancelled services. However customers complained that the vouchers either did not have the value required to rebook the flights due to increases in flight costs, else had short expiration dates that made the vouchers unusable due to ongoing border closures. | ||
==References== | ==References== | ||