Qantas’ new CEO Vanessa Hudson is desperate to appear different to her predecessor Alan Joyce. Funny, ’cos they sure as hell apologise the same way.
But this is the Qantas way – it is so entrenched. “We’re sorry but alongside our apology, here is our self-serving minimisation of what really happened.” It is absolutely no different to Qantas saying: “We’re sorryQantas’ settlement was even characterised as “a win” for Hudson in some quarters. But what is always omitted from analyses of the ghost flights misadventure is that the ACCC’s action evolved from its original investigation into Qantas’ COVID flight credits, which single-handedly made QantasWhen Qantas cancelled flights during the pandemic, which it regularly did, tickets were transferred into COVID flight credits. Redeeming those credits was, for so many customers, outrageously difficult. It is near impossible to resist the conclusion that it was difficult by design.
In recent months, Qantas added a legal disclaimer to this process. “If you use a payment method other than Flight Credit on qantas.com,” it says, “lower fares may be available.” What’s more, “You can only use your Flight Credit to book fares that are equal to or higher than the value of your Flight Credit.” Therefore, if you have a $500 credit and the airfare you want to book is $199, you simply lose $301 . Qantas adds that $301 to its gargantuan profits as “breakage” revenue.Credit:Qantas could issue you with a new $301 credit. That would be the ethical thing to do, but being ethical is expensive, so they don’t.
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