Qantas on the hook for $120m settlement after closing ACCC ghost flight lawsuit

Sydney Morning Herald05-06

Qantas will pay out up to $450 in compensation to customers affected by its flight cancellation policy, after the airline admitted it had misled passengers.The Australian Competition and Consumer ...

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It is estimated to be a $20m initiative if approved by the Federal Court.This will come alongside a $100m civil penalty against the national carrier,Camera IconQantas CEO Vanessa Hudson apologised to customers and said she hoped the settlement would restore confidence in the airline. NCA NewsWire / Luis Ascui Credit: News Corp AustraliaIn a public statement, Qantas said it intended to commence its remediations prior to court approval.Qantas CEO Vanessa Hudson said that the company did provide adequate support to customers.“Today represents another important step forward as we work towards restoring confidence in the national carrier,” Ms Hudson said.“When flying resumed after the Covid shutdown, we recognise Qantas let down customers and fell short of our own standards. We know many of our customers were affected by our failure to provide cancellation notifications in a timely manner and we are sincerely sorry.“We have since updated our processes and are investing in new technology across the Qantas Group to ensure this doesn’t happen again.“We are focused on making the remediation process as quick and seamless as possible for customers.”Camera IconACCC chair Gina Cass-Gottlieb. NCA NewsWire / Christian Gilles Credit: News Corp AustraliaCamera IconFormer Qantas CEO Alan Joyce. Picture NCA NewsWire / Aaron Francis Credit: News Corp AustraliaMs Hudson assumed the company’s chief position when former CEO Alan Joyce quit ahead of his slated departure. Mr Joyce left in response to the flight sale allegations.“The return to travelling was already stressful for many and we did not deliver enough support for customers and did not have the technology and systems in place to support our people,” Ms Hudson said.“We thank the ACCC for their co-operation in reaching this outcome.”The compensation scheme will service over 86,000 customers. As reported by Qantas, 94 per cent were flying domestically or on trans-Tasman routes, and 80 per cent of domestic passengers received alternative flight arrangements within three hours of their initial slated departure.","kind":null,"is_publish_news":null,"is_publish_highlight":null,"is_publish_live":null,"is_publish_wemedia":null,"editions":null,"symbols":[],"gpt_button":1},"commentList":[],"isCommentEnd":true,"newsSizeData":{"likeSize":0,"commentSize":0,"repostSize":0,"favoriteSize":0,"likeStatus":false,"favoriteStatus":false},"APP":{"userAgent":"Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com)","isDev":false,"isTTM":true,"deviceId":"web-server-community-laohu8-v3","version":"4.22.4","shortVersion":"4.22.4","platform":"web","vendor":"web","appName":"ttm","isIOS":false,"isAndroid":false,"isTiger":false,"isTHS":false,"isWeiXin":false,"isWeiXinMini":false,"isWeiBo":false,"isQQ":false,"isBaiduSwan":false,"isBaiduBox":false,"isDingTalk":false,"isToutiao":false,"isOnePlus":false,"isHuaWei":false,"isXiaomi":false,"isXiaomiWebView":false,"isOppo":false,"isVivo":false,"isSamsung":false,"isMobile":false},"href":"/m/news/2433450415"}