Qantas pays for advertising fail

By AdNews | 6 May 2024

Qantas has agreed to pay about $20 million to people sold tickets on thousands of advertised flights that the airline had already decided to cancel.

The airline will pay $225 to domestic ticketholders and $450 to international ticketholders. These payments are on top of any remedies already received from Qantas, such as alternative flights or refunds.

More than 86,000 customers were sold tickets on 8,000 flights that Qantas had already decided to cancel.

Competition regulator the ACCC and Qantas will also ask the Federal Court to impose a penalty of $100 million on the airline for breaching the Australian Consumer Law.

ACCC chair Gina Cass-Gottlieb said the size of this proposed penalty is an important milestone in enforcing the Australian Consumer Law.

“Qantas’ conduct was egregious and unacceptable. Many consumers will have made holiday, business and travel plans after booking on a phantom flight that had been cancelled," she said.

“We expect that this penalty, if accepted by the Court, will send a strong deterrence message to other companies. Importantly, it demonstrates that we take action to ensure that companies operating in Australia communicate clearly, accurately and honestly with their customers at all times."

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