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.
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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.