Qantas is still sitting on $370 million of unrefunded fares, thousands of which were allegedly sold after flights were cancelled.
Australia's biggest airline is facing mounting public pressure, culminating in its executives facing a Senate inquiry into the cost of living crisis this week.Qantas will scrap the cut-off date for customers who suffered COVID-related flight cancellations to request a refund.
Qantas customers whose flights were cancelled due to border closures during COVID-19 will reportedly now be able to request a refund at any time in the future, after the airline announced on Thursday that it would scrap a previously established refund expiry date of December 2024. The Qantas-brand branch of the business is still sitting on $370 million that it is yet to refund or exchange, while Jetstar has a further $100 million, according to revelations that surfaced during a Senate inquiry into Australia’s cost of living crisis this week.
Tickets were allegedly still being sold for an average of more than two weeks after the flights were cancelled, and in some cases were advertised on the website for up to 47 days.The ACCC further alleged that, for more than 10,000 flights scheduled to depart during the same time period, Qantas did not notify existing ticketholders that their flights were cancelled for an average of about 18 days, and in some cases up to 48 days.
“We allege that Qantas’ conduct in continuing to sell tickets to cancelled flights, and not updating ticketholders about cancelled flights, left customers with less time to make alternative arrangements and may have led to them paying higher prices to fly at a particular time not knowing that flight had already been cancelled,” Cass-Gottlieb said.
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