Consumer watchdog investigating Qantas flight credits policy

Qantas’s flight credits policy is at the centre of a complaint to the consumer watchdog, with reports some customers have faced difficulties using vouchers after flight cancellations during the pandemic. Dean Price, a spokesperson for consumer advocacy group Choice, said these flight credits often come with “contract terms that cause a financial detriment to consumers”. A March survey conducted by the group found more than one in five people who had received flight vouchers during the pandemic had been “unable to use” them. “We’ve heard from way too many consumers about the real difficulties that they’re facing being able to use their flight vouchers,” Price said. “It got to the point that these complaints were so common we made the decision that we should make a complaint to the ACCC [Australian Competition and Consumer Commission], and ask them to investigate whether the terms and conditions for people’s use of their vouchers are actually unfair contract terms under Australian consumer law.” Choice hopes its complaint will help start a process of consumer reform across the entire industry. “People currently have clearer rights for say, a $10 gift card than a $1,000 flight voucher that’s on hold from Qantas,” Price said. A spokesperson from the ACCC said it is “looking into reports that some consumers are facing difficulties in using Qantas credits”. “This has included seeking information over the past few weeks from consumers about their experiences using Qantas flights credits.” Qantas, which was not the only airline that garnered complaints, said that 80% of customers had already successfully redeemed their flight credits online. The requirement to book a flight of equal or greater value than the original flight is a crucial caveat that frustrates many passengers. “It causes a lot of problems, particularly if people have had international flights booked,” Price said.<br/>