ACCC QF refund concerns

THE Australian Competition and Consumer Commission (ACCC) has criticised Qantas for its communication with customers over COVID-19 flight cancellations, saying the airline “did not adequately inform them of their right to receive a refund”.

The ACCC’s COVID-19 Taskforce said it had received hundreds of complaints from passengers whose flights were suspended or cancelled due to travel restrictions, but were given credits by Qantas instead of the refunds to which they were entitled under QF’s standard terms and conditions.

“In some cases the ACCC considers Qantas’ emails may have encouraged these customers to cancel bookings themselves in order to receive a credit, when many would have been eligible for a refund,” said ACCC Chairman Rod Sims.

“From our perspective, from the outset Qantas did not communicate clearly with customers about their rights.

“We do appreciate that the airline industry globally is significantly impacted by the global COVID-19 pandemic, but I think customers can and should expect better from Qantas, particularly when many of those customers may be out of work or experiencing significant hardship,” Sims added.

MEANWHILE Qantas and Jetstar today launched new “tourism recovery sales,” including JQ fares from $19 and triple points for Qantas Frequent Flyers on all domestic bookings.

Both carriers are also offering greater flexibility to customers, with the ability to make one feefree date change.

“There is huge pent-up demand for air travel, with people wanting to get away after months of being stuck at home,” said Qantas CEO Alan Joyce.

“Our research tells us more than 75% of Australians intend to fly in the next six months,” he added, saying Qantas had an important role in reviving the industry.

However border closures mean yesterday QF extended the suspension of its international services through until late Oct.