The airline says it understands consumer disappointment after the ACCC accused it of selling tickets for cancelled flights – but pushed back on claims of “fees for no service”.
Qantas has pushed back on claims heaped on the airline in recent days that it engaged in charging “fees for no service” after the competition watchdog alleged it sold tickets for flightsIn a statement to the ASX on Monday morning, the airline said it had a long-running practice in place to assist consumers if the services they booked were disrupted.
“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.
“We want to address those allegations as best we can without cutting across the legal process we are now involved in, which follows an ACCC investigation with which we fully co-operated.” The company also acknowledged that the consumer watchdog’s action against it comes after a period of reputational damage for the brand.
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