ACCC Takes Qantas To Court For Advertising Already Cancelled Flights
The Australian Competition and Consumer Commission (ACCC) has launched legal action in the Federal Court of Australia alleging that Qantas engaged in false, misleading or deceptive conduct, by advertising tickets for more than 8,000 flights that it had already cancelled but not removed from sale.
The flights in question were slated to lift off between May and July 2022, but had already been cancelled. The ACCC alleges that Qantas kept selling tickets on its website for an average of more than two weeks, and in some cases for up to 47 days, after it had cancelled the flights.
It is also alleged that, for more than 10,000 flights scheduled to depart in May to July 2022, Qantas did not notify existing ticketholders that their flights had been cancelled for an average of about 18 days, and in some cases for up to 48 days. The ACCC alleges that Qantas did not update its “Manage Booking” web page for ticketholders to reflect the cancellation.
This conduct affected a substantial proportion of flights Qantas cancelled over the period. The ACCC alleges that for about 70 per cent of cancelled flights, Qantas either continued to sell tickets for the flights on its website for at least two days, or delayed informing ticketholders that their flight was cancelled for two days or more, or both.
“The ACCC has conducted a detailed investigation into Qantas’ flight cancellation practices. As a result, we have commenced these proceedings alleging that Qantas continued selling tickets for thousands of cancelled flights, likely affecting the travel plans of tens of thousands of people,” said ACCC Chair Gina Cass-Gottlieb.
“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.”
“There are vast distances between Australia’s major cities. Reliable air travel is essential for many consumers in Australia who are seeking to visit loved ones, take holidays, grow their businesses or connect with colleagues. Cancelled flights can result in significant financial, logistical and emotional impacts for consumers,” Cass-Gottlieb added.
The ACCC’s investigation included engagement with impacted consumers and the serving of compulsory information notices on the airline. The investigation, which included detailed data analysis by the regulator’s specialist data analysts, identified that Qantas cancelled almost a quarter of flights in the period from May to July 2022 and about 15,000 out of 66,000 domestic and international flights from airports in all states and mainland territories in its published schedule being cancelled. These proceedings relate to more than 10,000 of those cancelled flights.
“We allege that Qantas made many of these cancellations for reasons that were within its control, such as network optimisation including in response to shifts in consumer demand, route withdrawals or retention of take-off and landing slots at certain airports,” Ms Cass-Gottlieb said.
“However, this case does not involve any alleged breach in relation to the actual cancellation of flights, but rather relates to Qantas’ conduct after it had cancelled the flights.”
The ACCC is seeking orders including penalties, injunctions, declarations, and costs.
Qantas said in a statement that it takes the allegations “seriously” and that it has a “longstanding approach to managing cancellations for flights, with a focus on providing customers with rebooking options or refunds” and that its process is consistent with many other airlines.
“It’s important to note that the period examined by the ACCC between May and July 2022 was a time of unprecedented upheaval for the entire airline industry. All airlines were experiencing well-publicised issues from a very challenging restart, with ongoing border uncertainty, industry-wide staff shortages and fleet availability causing a lot of disruption,” the company said.
It has been a very bad week for Qantas, with the airline’s chief exec Alan Joyce put through the wringer by a Senate select committee on Monday. Joyce and the airline had been criticised for its treatment of COVID travel credits, its role in blocking additional capacity by Qatar Airways, slot hoarding allegations and providing of chairman’s lounge access to Anthony Albanese’s son.
Latest News
Mastering the balance beam: Finding cut through via experiences and exposure in sport
From the hallowed turf of the MCG to every local suburban club around Australia, we’re a nation famed for our fervent love of sports. Sport in Australia is also becoming the last bastion of immediate mass reach entertainment, argues Starcom’s Roger Linttzeris (pictured above). Australian’s have a greater level of access to sport than ever […]
Chris Salter Appointed Director Of News For Seven Melbourne, Gemma Williams Named 7NEWS Spotlight Executive Producer
The Seven Network announced the appointment of Chris Salter as the Director of News in Seven Melbourne. Lead image: Gemma Williams. Salter, who has been 7NEWS Adelaide news director since June 2018, will succeed Shaun Menegola. “Chris has done an amazing job in Adelaide, where 7NEWS has been #1 for more than 13 years. I’m […]
Sunday Gravy Welcomes Ego Pharmaceuticals To The Table
Following a competitive pitch, Ego Pharmaceuticals has moved its business to Sunday Gravy. Ego produces over 150 different products, including well-known brands such as QV Skincare, SunSense Sunscreen, Aqium Hand Sanitiser, Elucent, MOOV, and Azclear. “We were looking for a creative agency partner that was just as passionate about long-term brand building and collaboration as […]
Unveiling Distinct Channel Opportunities: Insights From Dash Hudson’s Cross-Channel Social Media Benchmark Reports
The rise of algorithmic content has changed social media, shifting feeds from social-driven to entertainment-driven. Short-form video now accounts for 38 per cent of social content on Instagram, and its dominance continues to grow. Community-building and curated content from creators have come to the forefront of marketers’ strategies, and at the same time, social commerce […]
Cummins&Partners Welcomes Tim Collier As New Head of Strategy
Cummins&partners ramps up its client strategy offerings and its Dungeons And Dragons staff team with latest recruit.
‘Let’s Break Ingrained Industry Muscle Memory & Help Marketers Keep Their Job’ – Mat Baxter On Why He Joined Mutinex
The adland sage has joined marketing platform Mutinex which, admittedly, sounds like a high-fibre breakfast cereal.
Today The Brave Snares Alyce Gillis From Havas Host
In what may be seen as another win for the indies but possibly shouldn't, Havas' Alyce Gillis joins Today The Brave.
TAC Wakes Victorians Up To The Risks Of Driving Fatigued In A New Campaign Via Clemenger BBDO
Latest Clems campaign highlights the dangers of driving tired. Or, worse, listening to Guy Sebastian while on the road.
TikTok Partners With Billie Eilish To Launch New Fan Spotlight Feature
Did you know that Billie Eilish has won two Academy Awards? Which is two more than both Tom Cruise & Megan Fox.
TorchMedia Secures Sydney Light Rail Advertising Contract
Judging by the painfully slow speed of the Sydney Light Rail, advertisers certainly get excellent dwell time.
TV Ratings (21/05/2024): Todd & Dustin Find Love As Farmer Wants A Wife Comes To A Close
Judging by Farmer Wants A Wife's success, you'd reckon the National Party would be of way more interest to voters.
Senior Appointments Expand Hatched Sydney Team
New appointments at media agency Matched. Unlike press photo outfits that are daringly contrary to the idea.
History Will Be Kind Builds Client Portfolio With Appointment Of Koskela
HWBK nabs sustainable furniture maker Koskela's PR. Also takes the opportunity to replace ageing boardroom table.
JCDecaux Launches Dominion Road SMARTFRAME
It's rare outdoor news from New Zealand today. And you think it's bloody freezing in Australia at the moment.
Innocean Australia Announces Giorgia Butler As New Chief Strategy Officer
Giorgia Butler named Innocean's chief strategy officer. Thankfully cupcakes weren't served at the staff announcement.
INVNT Appointed Creative Experiential Partner For SXSW 2024
The countdown's on for this year's SXSW in Sydney. Alas, B&T unsure what the actual count is at the present time.
The Media Store Wins Melbourne Royal Show Media Account
Media Store's rose garden set to bloom thanks to new manure after agency snares the Melbourne Royal Show's media.
Toby Jenner: ‘The Power And Energy Of Our Good Teams Will Get Us Through Tough Times’
Toby Jenner has been named global president of GroupM clients & B&T was 9th on the phone to offer our congrats.
Foxcatcher & InMobi Partner To Enhance Media Planning And Activation
Foxcatcher & InMobi unveil plans for a new collaboration that thankfully hasn't required any hounds to be released.
Brookvale Breweries & Distilleries Launch Three Days Of Savoury Bites, Delicious Pints And Spirits
The goodly folk on Sydney's northern beaches need little prodding to drink, so this has 'sold out' written all over it.
VALE Dennis Merchant – A Giant Of The Media Industry
In terribly sad news today, Aussie adland legend Dennis Merchant has passed away at the age of 82.
Gravity Media Australia To Deliver Crankworx Cairns For Red Bull TV
Are you a committed mountain bike enthusiast? Cairns is where you need to take your grazed knees & concussions.
Connecting Plots Nabs Former Saatchi & Saatchi Leader Craig Page
Connecting Plots turns the Page with this hire.
Roger Federer & Rafael Nadal Revive Core Values Campaign For Louis Vuitton
If Rafael misses his next match with a runny nose you'll know why with these inappropriately dressed mountain images.
Orphan Steals The Show At Australian Fashion Week With World-First ‘The Last Season Collection’
Australian Fashion Week has been run & done for another year, meaning lots of people can now go back to eating solids.
One Year Later, Is BAR Ogilvy’s Livingfont Making A Difference?
As super important as they are, these animal extinction campaigns can be a mega downer for the unprepared.
“These Issues Aren’t Unique To Our Industry”: Rose Herceg Chats To B&T Ahead Of Create Space Census Results
Rose Herceg admits struggles with diversity & inclusion aren't unique to adland. Take F1 racing as an example.
Kieran Moore: ‘No Client Has Ever Asked For More Junior People On Their Account’
PR guru Kieran Moore's talking the dangers of ageism. That said, it remains a good thing for red wine & prosciutto.
Zitcha appoints Josh Forsyth as sales lead to drive retail media growth across APAC
Zitcha names Josh Forsyth as its APAC sales lead, as confusion reigns over the Maldives' APAC claims.
Moët Hennessy NZ Adds Special PR To Agency Roster
If there's a client you want on the books it's Moët Hennessy. Ben & Jerry's would also be fantastic, albeit fattening.
Dylan Alcott, Ellie Cole & Kurt Fearnley To Headline Nine’s Paralympics Coverage
They say Olympics is more aspirational & Paralympics is more inspirational, but B&T is here for goalball & murderball.
The Monkeys, Howatson+Co, VML Australia Win Big At The One Show’s Awards
A top showing saw Australia ranked fifth globally, well above our friends over the Ditch.
Readers Are Looking To Books For Escape – Should They Look To Adverts, Too?
Are you or someone you know a bibliophile? That's a lover of books & not an 80s paper filing system. Read on here.
TV Ratings (19 May 2024): Nine’s Travel Guides Goes Head To Head With Seven’s Farmer Wants A Wife
Love travelling to Kuta to watch the lads from the Currawong Goannas footy club whoop it up? Travel Guides is a must.
Sky New Zealand Initiates Process For Advertising Sales Representation In Australia
Sure, on the surface they pretend to despise us, but this news offering proves the Kiwis love of all things Australian.
Opinion: Queer & Present Danger – Australia’s Battle For LGBTQ+ Recognition Through Communication
Aside from this absolute cracker of a headline, Think HQ's Blake Mason piece is very important.