New Zealand's Commerce Commission has announced it's filing charges against Jetstar under the Fair Trading Act, alleging Jetstar misled consumers about their rights to compensation when flights were delayed or cancelled for reasons within Jetstar’s control.
The Commission's general manager Competition, Fair Trading, and Credit, Vanessa Horne, says the commission believes Jetstar’s communications likely discouraged consumers from seeking compensation they were entitled to, and that Jetstar likely denied legitimate claims.
“The Civil Aviation Act is clear that airlines have a responsibility to reimburse customers for loss caused by cancellations or delays on New Zealand domestic flights that are within the airline’s control,” Ms Horne says. This likely includes delays or cancellations that are due to staffing or mechanical issues."
New Zealand's Commerce Commission noted consumers there are entitled to reasonable costs arising from a delay, which could include replacement flights, accommodation, and food, up to a maximum set under the convention, currently around $11,000.
The commission alleges Jetstar likely made false or misleading statements to consumers about their rights in aviation law, in 2022 and 2023.
The ABC has reached out to Jetstar for comment. In a statement on their website, JetStar apologised and said they're working on improving systems:
"We’re deeply sorry to have let our New Zealand customers down by errors made in assessing some compensation claims for disrupted flights in 2022 and 2023, as our operations restarted following COVID. "
"Late last year, we began reviewing past claims and reaching out to impacted customers to ensure they are correctly reimbursed, and we are continuing to work through this as a priority. "