Qantas provides Undertaking to ACCC

On 20 December 2017, the ACCC published its Airlines: Terms and ConditionsOpens in a new tab or window Report (the Report).  In the Report, the ACCC noted that between 1 January 2016 and 14 December 2017, it had received complaints about airlines including in relation to ‘no refund’ statements and issues relating to consumer guarantees.

In relation to Qantas, the ACCC has expressed particular concern that during a period from at least 18 April 2017 to 12 March 2018, Qantas may have made representations to consumers in respect of domestic Australian flight services and international flight services to and from Australia operated by Qantas (Flight Services) that: 

  • in relation to its ‘Red e-deal’ fare type, that refunds were not available; and
  • the Flight Services were not subject to any statutory guarantees or warranties (including those in the ACL).

Qantas has addressed the ACCC’s concerns by: 

  • cooperating with and responding to the ACCC’s inquiries; 
  • amending its Website, including its Fare Conditions, Conditions of Carriage and Compensation and Refunds page; and
  • providing the ACCC a court enforceable undertaking under section 87B of the Competition and Consumer Act 2010 which includes a review of past complaints and the potential offer of remedies.

More information about your consumer guarantee rights under the ACL where Qantas has delayed or cancelled your flight can be found at