Qantas will distribute A$20 million in compensation to more than 86,000 customers who bought tickets on so-called “ghost flights”. One hundred million dollars is the fine that the company will pay as part of the settlement of the dispute with the Australian Competition and Consumer Commission (ACCC).
“We recognize that Qantas has failed customers and failed to meet its own standards,” the airline’s chief executive, Vanessa Hudson, who has been in the role since last September, said in a statement.
The settlement, she said, means the company will compensate injured customers much sooner than if the case were to proceed in federal court. It will also help restore confidence in airlines, she said. She pointed out that the court has yet to formally approve the agreement.
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According to the boss, the company also adjusted the computer systems, the failure of which explained the errors.
In 2021 and 2022, Qantas sold tickets even for weeks of canceled flights. With them, passengers are entitled to a refund or a replacement flight, but of course this means complications when planning a vacation or business trip.
“This fine will be a warning to other companies,” ACCC chief Gina Cass-Gottlieb said.
For international flights, the compensation is 450 Australian dollars (6,900 crowns), for domestic flights 225 dollars.
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