Qantas has denied breaking the law over the ghost flight scandal and accused the consumer watchdog of failing to understand the “reality” of the airline industry.
Australia’s top consumer watchdog the ACCC has filed a lawsuit in the Federal Court, alleging Qantas sold thousands of tickets on already cancelled flights, in the period from May to July last year.
“All customers on cancelled flights were offered an alternative flight or refund; there was no ‘fee for no service’. But the airline said it “rejected the notion of ghost flights because people who paid for a flight were given a flight, or a refund. This was not a case of ‘fee for no service’.” “To help stabilise our operations, we made the decision to make large cuts to our planned flying,’’ Qantas said.
The ACCC said Qantas cancelled thousands of flights and had unacceptable delays. Picture: Jeremy PiperQantas claims in the defence that the longer delays in telling passengers the flights were cancelled involved finding alternative options for customers. “For the cancellations in question, where the flights were to depart well into the future, we believe this would have resulted in a significantly more frustrating customer experience. I
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