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Regulator condemns Qantas over customers’ refund rights
Qantas has been slammed by the Australian Competition and Consumer Commission for not telling customers about their entitlement to refunds.
The ACCC said it was bombarded with hundreds of consumer complaints.
"From the outset, Qantas did not communicate clearly with customers about their rights and in a large number of cases, simply omitted they were entitled to a refund," ACCC chairman Rod Sims said.
The agency says it thinks Qantas was guilty of using underhand tactics to avoid paying out refunds.
"In some cases, the ACCC considers Qantas’ emails may have encouraged these customers to cancel bookings themselves in order to receive a credit when many would have been eligible for a refund."
An email sent to customers recently to ‘remind’ them that they can apply for a refund was only forthcoming because of weeks of pressure from the ACCC.
"I think that customers can and should expect better from Qantas, particularly when many of those customers may be out of work or experiencing financial hardship," Sims said.
"If any customer in this situation is unhappy with receiving a credit, or no longer wants one due to continuing uncertainty about when flights will resume, we strongly encourage them to contact Qantas and seek a refund."
"I think that customers can and should expect better from Qantas, particularly when many of those customers may be out of work or experiencing financial hardship," Sims said.
"If any customer in this situation is unhappy with receiving a credit, or no longer wants one due to continuing uncertainty about when flights will resume, we strongly encourage them to contact Qantas and seek a refund."
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Editor for TravelMole North America and Asia pacific regions. Ray is a highly experienced (15+ years) skilled journalist and editor predominantly in travel, hospitality and lifestyle working with a huge number of major market-leading brands. He has also cover in-depth news, interviews and features in general business, finance, tech and geopolitical issues for a select few major news outlets and publishers.
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