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Consumer watchdog probes Qantas’ flight credit policy
Consumer watchdog the Australian Competition and Consumer Commission (ACCC) has opened an official investigation into Qantas’ flight credit policy.
Consumer advocacy group Choice and TV programme A Current Affair have supplied evidence suggesting some customers are being duped.
Choice conducted a recent survey which found more than one in five people were unable to use their vouchers.
“It got to the point that these complaints were so common we made a complaint to the ACCC and asked them to investigate,” Choice said.
“People currently have clearer rights for say, a $10 gift card than a $1,000 flight voucher that’s on hold from Qantas.”
The ACCC said it is ‘looking into reports that some consumers are facing difficulties in using Qantas credits’.
The ACCC is engaging with Qantas and an investigation is still ongoing.
Qantas claims 80% of customers had redeemed their flight credits online.
Choice said it has received many complaints about hours-long phone wait times and ‘redemption systems that don’t work.’
A Current Affair said it provided evidence of ‘misleading and deceptive conduct.’
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