Qantas
| Basic information | |
|---|---|
| Founded | 1920 |
| Type | Private |
| Industry | Airline |
| Official website | www.qantas.com.au |
Background
Qantas is Australia's largest airline by fleet and routes.
Qantas holds stakes in various other Airlines including Alliance Airlines, Jetstar (in Australia and Asia) and Fiji Airways.
Consumer impact summary
Incidents
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 alleeged 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. [1][2]
2022 Flight Credits
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.
Example incident two (date)
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Products
See also
References
- ↑ 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
- ↑ 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