ACCC Tells Qantas: Don’t Try Any Funny Business

ACCC Tells Qantas: Don’t Try Any Funny Business

Qantas has promised refunds and expense payments to customers who were affected by its weekend grounding, and the Australian Competition and Consumer Commission (ACCC) seems keen to see that happen. In a sternly-worded statement, it has told Qantas to make sure it pays all reasonable expenses incurred by travellers stranded during the grounding.

Photo by Ryan Pierse/Getty Images

Qantas has emphasised that it will deal with expenses claims on a case-by-case basis, but its basic offer was to cover accommodation and other costs up to a limit of $350 a day, as well as covering fare differences if alternative means of transport were used. ACCC chairman Rod Sims emphasised that Qantas isn’t in a strong position to argue over particular categories of expenses:

If you have incurred additional expenses as a result of the grounding the ACCC is of the view that QANTAS should compensate you for all your reasonable losses.

The ACCC also indicated that it is continuing to investigate whether Qantas sold tickets to customers during a period when it wasn’t reasonable to expect they could be used due to the grounding, something it also took Tiger to task for earlier this year.



  • Me and my partner ended up having to take unpaid leave for 3 days as a result of the grounding. What do you think our chances are of claiming compensation for this?

    And some further questions that I haven’t seen asked or addressed:

    1. How are timezones taken into account in any per day calculations?
    2. Are the expenses taken into account when they occur, or when you pay for them? And can you average out your expenses (Hotel cost $260 first night, $240 second night for instance, comes to average of $250 per night).
    3. How should we convert from USD to AUD if we paid anything in USD cash. Or how will Qantas do the conversion?
    4. And how long will the reimbursal likely take? I’ve heard it could be around 8 weeks. Can we charge Qantas interest or pass on the credit card interest in the meantime for the extra $4,000+ that we had to spend to get home?

    A little more guidance from Qantas would be nice rather than just saying that they’ll deal with it on a case by case basis. For the record, I support the decision that was made by Qantas on a business basis, but if they don’t handle the aftermath of their actions correctly and fully reimburse their customers who were directly affected then I’ll be flying with a different airline in the future.

    • I doubt unpaid leave will be covered TBH, I’d imagine they will differentiate between incurred expenses and lost revenue. If they do count it it’ll be a very low value.

      I’d be prepared to show them receipts to backup any claims, so I don’t think you should be averaging values.

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