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Qantas customers furious after being charged twice for airfares

Qantas place at airport
Customers have been waiting on the phone to Qantas call centres for hours. (Source: Getty)

Qantas has been hit with several complaints from customers concerned the airline charged them twice for airfares.

Gary Butterfield was one of several customers who spotted the double charge, with the airline appearing to charge him $565.17 twice when he booked a flight last month.

He then proceeded to wait on the phone for two hours before speaking to a customer service operator about the issue.

A Qantas spokesperson told Yahoo Finance a handful of customers had been caught in a system glitch causing a delay on pre-authorised funds.

The airline stressed customers had not actually been charged twice for the flights and that the pre-authorised funds would be released within three to seven days.

The spokesperson also said the airline was “urgently” working with its banking and payment partners to resolve the malfunction.

“If customers need the funds sooner, they should contact their banks to request a payment release,” the airline spokesperson said.

Another customer complained about being double charged back in December and waiting months to get the funds back.

Qantas customer beef escalates

Charging mishaps were not the only gripes directed at the airline.

Several customers have complained on social media about long wait times - more than seven hours in some instances - to speak to an operator, as well as long delays to receive refunds they were entitled to.

One customer complained about waiting six months to get a refund.

More than 1,300 people have signed an online petition demanding better customer service from the airline.

The petition pointed to other customer-service blunders, including one woman who claimed she spent a total of 29 hours, over five days, on hold to change holiday flights due to lockdowns.

Qantas CEO Alan Joyce said Qantas staff had been struggling to deal with a threefold increase in the number of calls coming through to its call centres.

“I do apologise for anybody trying to get through to our call centre at the moment,” Joyce said.

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