Commerce Commission to file charges against Jetstar alleging it misled customers

The Commerce Commission is filing charges against Jetstar, alleging it misled consumers about their rights to compensation when the airline cancelled or delayed flights within its control. The charges, under the Fair Trading Act, relate to Jetstar’s alleged communications following delayed or cancelled flights, which likely discouraged consumers from seeking compensation they were entitled to, and that Jetstar likely denied legitimate claims. The commission began investigating the airline in 2022 and, in the commission’s opinion, Jetstar likely made false or misleading statements to consumers about their rights in aviation law, in 2022 and 2023. Commission general manager competition, fair trading and credit, Vanessa Horne, said airlines had a responsibility to not mislead consumers about their rights in the event of cancellations or delays. “The Civil Aviation Act is clear that airlines have a responsibility to reimburse customers for loss caused by cancellations or delays on New Zealand domestic flights that are within the airline’s control. This likely includes delays or cancellations that are due to staffing or mechanical issues.”<br/>