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Qantas cancelled flights: ACCC issues public appeal to thousands of customers

Impacted ticket holders are being asked to fill out a survey on the ACCC’s website.

Qantas customers who had their flights cancelled are being urged to contact the consumer watchdog as it brings legal action against the national carrier.

The Australian Competition and Consumer Commission (ACCC) launched court action against Qantas in August for allegedly selling tickets for more than 8,000 flights that it had already cancelled.

Now, the consumer watchdog has issued a public appeal for customers who may have been affected by cancelled flights during a set time period.

Qantas plane
Australia’s consumer watchdog has issued a callout for customers impacted by cancelled Qantas flights. (Source: Getty)

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“We're seeking information from consumers who held a ticket on a Qantas flight that was scheduled to depart between May 1 and July 31, 2022 and the flight was cancelled,” the ACCC said.


Impacted customers are being asked to complete a 10-minute survey on the ACCC’s website about the flight cancellation.

“You'll be asked to include details of the cancelled flight, when you bought the ticket, how and when you were notified of the cancellation and how the cancellation affected you,” the ACCC said.


The ACCC also alleges Qantas delayed telling existing ticket holders for more than 10,000 flights that their flights had been cancelled. The average delay was about 18 days but, in some cases, was up to 48 days.

It alleges Qantas cancelled almost a quarter of flights between May and July 2022, accounting for about 15,000 domestic and international flights.

Qantas has admitted it “let customers down” during the post-COVID restart but argued that airlines could not guarantee specific flight times due to the nature of travel, including weather and operational issues.

It also argued all customers on cancelled flights were offered an alternative flight or refund.

The airline faced court over the misleading ticket sales in October and is set to return to court on February 28.

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