Qantas, Jetstar and Virgin Australia making illegal ‘no refund’ claims, Choice investigation finds

THREE of Australia’s four big airlines are making illegal “no refund” claims, a major investigation has found.

THREE of Australia’s four big airlines are making illegal “no refund” claims, a major investigation has found.

Consumer group Choice today said Qantas, its offshoot Jetstar and Virgin Australia are flouting the Australian Consumer Law with blanket no-refund policies. Tigerair’s behaviour is not so bad because it’s no-refund policy only applies where the passenger decides they no longer want to travel.

Choice is urging the Australian Competition and Consumer Commission to step in to blanket no-refund policies to be removed.

“You have a right to a refund no matter how many times an airline lands you with a no refund message as you make your way through an online checkout,” Choice director of campaigns Matt Levey said.

Its investigation also revealed cancellation fees are excessive and that there is a lack of redress when flights are delayed and cancelled. It wants “no show” clauses removed from ticket contracts.

“From repeatedly informing travellers they do not have a right to a refund to charging sky high cancellation fees, our domestic airlines have been flying below the radar when it comes to consumer protection,” Mr Levey said.

“Our investigation reveals the significant power imbalance between consumers and airlines, who are not being held to the same basic standards as other industries.”

Originally published as Qantas, Jetstar and Virgin Australia making illegal ‘no refund’ claims, Choice investigation finds