Qantas ‘ghost flights’: how to claim your compensation
Passengers who booked the already-cancelled flights will receive payments from $225 to $450.
By David Flynn, July 1 2024
Following an agreement struck with the Australian Competition and Consumer Commission (ACCC) in May, Qantas is now making good on its $20m compensation payout to travellers who bought tickets on so-called ‘ghost flights’.
The carrier has this week started contacting would-be travellers who made bookings two or more days after the airline had cancelled the flight, for a period between May 10, 2022 and May 10, 2024.
Qantas estimates this will see around 86,000 customers receive payments ranging from $225 for domestic/trans-Tasman routes, up to $450 for international flights.
Those payments will be available through a dedicated online portal facilitated and independently audited by professional services firm Deloitte.
“Impacted customers are advised to look out for an email from Qantas, which will be followed by an email and text message from Deloitte containing instructions on how to claim their payment,” a statement from the airline says.
An additional $100m will also be paid as a ‘civil penalty’ under an agreement struck with the Australian Competition and Consumer Commission, subject to the approval of the Federal Court of Australia.
Eager to close this chapter in the airline’s recent history, a Qantas spokesperson admits: “We know we let a lot of people down by not processing cancelled flights quickly enough, and this program is another important step as we rebuild trust with our customers”
Qantas Group CEO Vanessa Hudson previously said the airline was “focused on making the remediation process as quick and seamless as possible for customers.”
“We’ve updated our processes and are investing in technology to ensure this doesn’t happen again.”
Travellers who purchased a ghost flight have until May 7, 2025 to claim their compensation, after which any unclaimed payments will be donated to charity.
Virgin Australia - Velocity Rewards
15 Nov 2021
Total posts 4
I maintain that it was deliberate and calculated on behalf of Qantas management. They needed the cash flow immediately to help the books and figured that any penalties in the future would be when they have the cash flow back to pre pandemic levels.
31 Mar 2014
Total posts 397
Couldn't agree more.
Virgin Australia - Velocity Rewards
24 Jan 2018
Total posts 767
If the 'goose' at Qantas who said tickets weren't tickets but merely a bundle of rights still has his job, then your viewpoint has added merit. Not sure if that outburst, said robustly as I recall, helped Qantas or did him any favours, can't think of a bigger PR disaster on a purely commercial front.
Kudos to Ms Hudson for 'reading the room' and standing up.
13 Nov 2015
Total posts 6
Yes Qantas did do that. If they did not then they would no longer exist. I am sure that I know which my choice would be.
QF
11 Jul 2014
Total posts 1010
So what about the cost of rebooking the flight? Hudson is a company person a blue blood Qantas person can she improve the company if she is part of the problem?
Qantas - Qantas Frequent Flyer
09 Jun 2017
Total posts 77
All a bit of a joke really.
We, the travelling public, who suffered from this fraud, get a pitiful share of $20m. The ACCC gets $100m.
QF (per their Annual Reports) allocates a provision for Litigation, so such cases, unless the provision is exceeded, wont affect the bottom line of the business. The Board of Directors, who oversee the position of CEO failed at the time and the CFO is now the CEO so we know what the focus of the business really is (and if you want a clue, its not us, the travelling public). Any statements of making the remediation process quick and seamless will be as ordered by the ACCC and from a business perspective cleans this all up in this financial year.
I agree with Flyboy3500 that the Ghost Flight actions were deliberate and calculated. Was appalling behaviour at the time with no consideration for us.
I had been a loyal Qantas customer since I started travelling for business 30+ years ago with extensive international travel in the last 15 or so years. I am Lifetime Gold and for a good number of years Platinum and Platinum One. I had favoured QF as my main international carrier and with competitive pricing and international destinations and schedules that met my needs, easy to justify using them. In recent times I just cannot see reason to travel international business class with Qantas when others provide so much better value and overall package. Back to lowly LTG now and when I do travel Oneworld, I don’t really care that I can’t use the First Class lounges, not a deal breaker for me. Loyalty works both ways to my understanding. Although I travel a lot less than many others who read this site, the sum spent for my travel over the years is not insignificant and in return for my loyalty I don’t believe I have received much at all, a shorter check-in queue, some form of a meal and a quiet corner (sometimes) of a lounge and that’s about it. Can’t be on my own with my feelings and that is a real shame!
03 Aug 2022
Total posts 6
Good luck to everyone trying to get compensation. I have been trying to get a refund for downgrade for nearly twelve months - every time I call I get "Just a couple of weeks more". Never flying Qantas again.
Hi Guest, join in the discussion on Qantas ‘ghost flights’: how to claim your compensation