ACCC raises expectations for Qantas’ crisis resolution
From refunds and opportunities to rebook to compensation for expenses incurred by travellers, national airline Qantas has promised to the Australian Competition and Consumer Commission (ACCC) that it is offering the above resolutions for travellers affected by the recent fleet grounding. The airline will also deal with all claims made outside of the above offer on a case-by-case basis.
However, in a press release issued yesterday by the ACCC, the consumer body believes that the airline’s resolution plan ‘does not go far enough’.
Rod Sims, chairman of the ACCC says: “These circumstances are extraordinary and there have been a huge number of passengers significantly affected.
“It is squarely in the airline’s camp to make good. If you have incurred additional expenses as a result of the grounding, the ACCC is of the view that Qantas should compensate you for all your reasonable losses.”
The ACCC has been in consultation with state and territory fair-trading agencies and they all have consistent expectations.
The consumer body has also asked the airline to provide a report on claims made and redress in the next month.
The ACCC has also promised consumers that it will continue to make further enquiries with the airline, in particular concerning the circumstances surrounding the offering of tickets and acceptance of payments following the grounding decision.