Qantas, Australia’s leading airline, has issued an apology for not meeting expected service standards and recognized the negative impact on its reputation. This statement comes in light of the Australian Competition and Consumer Commission (ACCC) filing a lawsuit against the airline for allegedly selling tickets for over 8,000 flights that had already been cancelled.
The ACCC’s court filing suggests that between May and July 2022, Qantas breached consumer laws by continuing to offer tickets for flights that were no longer operational, with an average delay of 16 days between the cancellation of flights and the cessation of ticket sales. These cancellations were reportedly often due to factors within Qantas’ control.
In response, Qantas is thoroughly reviewing the ACCC’s allegations. The airline emphasized that the period in question was marked by significant disruptions and uncertainties in the aviation industry, widely recognized and publicized. Qantas further clarified its standard procedure in the event of a flight cancellation, which involves providing customers with an alternative flight close to their original departure time or offering a refund.
Post-pandemic, as Australia reopened its borders in late 2021, Qantas faced a high volume of complaints related to flight cancellations and misplaced luggage, primarily attributed to staffing shortages. The airline acknowledged the public’s disappointment, stating, “We want the community to know that we hear and understand their disappointment,” and committed to addressing these service issues.
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