on air now

Jetstar cops an almighty fine… but it’s a win for customers.

The Federal Court has ordered Jetstar to pay almost two million dollars in penalties for making false or misleading claims about a customer’s entitlement to a refund.

The penalty comes following CHOICE’s 2016 Fare Play report and complaint to the ACCC regarding misleading airline terms and conditions.

CHOICE’S 2016 Fare Play report and ACCC complaint focused on:

  • Ensuring communication of delays/cancellations and compensation is fair.

  • Unfair cancellation fees.

  • Airline communication of consumer rights – specifically the incorrect inference that refund laws don’t apply to airlines.

Director of Campaign and Communications at CHOICE, Erin Turner joined Oliver Peterson to explain it was the flood of complaints from consumers that prompted them to raise the issue with the ACCC.


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