Last week we awarded Qantas a Shonky award for being the Spirit of Disappointment.
There are some threads here in the CHOICE Community about Qantas issues in particular, and we lodged a formal complaint with the ACCC over Qantas’s flight credits policies earlier this year. As the person overseeing and responding to people directly affected by travel issues, I’ve seen a lot of challenges people are facing first hand, and it’s my opinion that the patience and perseverance shown by Australians facing these hardships has been nothing short of impressive and commendable.
Whether that’s meant ridiculous wait times on the phone, having to ‘negotiate’ for a service already paid, unacceptable price fluctuations, missing bags or one of the many other situations we’ve seen, the message is clear - this isn’t good enough. Yes, the pandemic was an unprecedented situation, but that doesn’t mean that everyday people should foot the bill or deal with ramifications outside of their control into perpetuity. The amount and seriousness of the complaints about Qantas is unlike anything I’ve experienced.
Giving Qantas a Shonky is not the beginning of our efforts to improve travel rights for Australians, and it definitely won’t be the end. This is why we’re getting ready to talk to ministers about improving travel rights, such as mandating requirements for travel credits and implementing reforms that would mean better customer service standards and ways for consumers to access remedies under the law.
If these issues matter to you, please add your voice to our POLL below. There is an open text box to add further thoughts, and we also welcome discussion here in the CHOICE Community, so feel free to add your comments below.