Jetstar investigated over cancelled flights
Jetstar is being investigated by the Commerce Commission over fare refunds for cancelled domestic flights.
In early June, when New Zealand was in alert level 2, the Qantas subsidiary started selling fares for New Zealand domestic flights in July, following a three-month hiatus due to Covid-19. But days after the fares went on sale, Jetstar cancelled some flights, prompting some customers to complain to the consumer watchdog.
A Commerce Commission spokeswoman said it had an investigation under way relating to Jetstar’s decision to cancel domestic flights across New Zealand.
‘‘The investigation ... relates to the redress provided to consumers as a result of cancelled domestic flights,’’ the spokeswoman said. The commission had received 46 complaints about Jetstar since March 23.
In June, Jetstar said it had cancelled some flights in July after reviewing its operations. In an email to
customers at the time, it blamed the cancellations on government travel restrictions and offered to book another flight or hold the fare in credit.
Consumer NZ head of research Jessica Wilson said it received complaints from Jetstar customers about cancelled flights to Queenstown.
‘‘Those customers should have got a refund.’’ There had been no change in Covid19 related restrictions in the time between Jetstar selling the fares and cancelling the flights. Under the Civil Aviation Act airlines are not required to refund passengers for cancellations due to factors outside airlines’ control, she said. Jetstar has been asked to comment.