Qantas Wants To Repair Its Relationship With Australians

Qantas has pushed back on claims of engaging in “fees for no service” practices, following allegations by the Australian Competition and Consumer Commission (ACCC) that it sold tickets for flights that had already been cancelled in 2022.

On Monday morning, the company said in a statement to ASX that it had a “long-running” practice in place to assist consumers if the services they booked were disrupted.

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“Some commentary suggested that Qantas was engaged in charging a ‘fee for no service’ due to cancelled flights over this period,” the company stated. 

“Our longstanding practice is that when a flight is cancelled, customers are offered an alternative flight as close as possible to their original departure time or a refund.”

Qantas acknowledged that its refund policy, especially for flights affected during the pandemic, had faced criticism from customers. 

The ACCC’s decision to take legal action against the airline added further scrutiny to its practices.

In response to the ACCC’s action, Qantas expressed understanding of the concerns raised by its customers and pledged to address the allegations without interfering with the ongoing legal process. 

The company also recognised that its reputation had suffered in recent times as the company’s shares experienced a 3.3 per cent drop to $5.63.

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