SYDNEY- Australian flag carrier Qantas (QF) is currently in the process of reviewing the allegations presented by the ACCC and will provide further comments once they have completed this review.
The airline acknowledges that these allegations have understandably raised concerns among our customers, employees, and the broader community.
Qantas Apologizes for Cancelled Flight Tickets
One of the world’s oldest carriers in operation, Qantas is committed to addressing these allegations to the best of our ability while also respecting the ongoing legal proceedings resulting from the ACCC’s investigation, to which we fully cooperated.
The timeframe in question, which pertains to mid-2022, coincided with a period of significant turbulence and uncertainty within the aviation industry, as Qantas faced challenges in resuming operations after the COVID-19 pandemic.
‘We openly acknowledge that our service standards fell below expectations during this time and sincerely apologize. Since then, we have substantially rectified these issues, and our commitment to improvement remains unwavering,’ wrote the airline in a press release.
Some discussions have implied that Qantas was involved in charging a ‘fee for no service’ in relation to canceled flights during this period.
It’s important to clarify that its established practice is to provide customers with either an alternative flight as close as possible to their original departure time or a refund when a flight is canceled.
Difficult Times
The ACCC’s allegations have emerged during a time when Qantas’ reputation has faced challenges on multiple fronts. The airline wants to reassure the community that it recognizes and understands their disappointment.
They acknowledge that the path to rectifying these issues lies in consistently delivering on their commitments. Qantas is fully aware that this will require time and effort and is resolutely committed to making the necessary improvements.
The airline extends gratitude to the 25,000 individuals who comprise the Qantas Group. Their dedication to safely transporting customers to their destinations and professionalism in doing so is truly commendable.
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