Qantas Customer Remediation Program

[TomYagher]

Just received this... wonder if they'll offer an option to receive compo in qantas points instead of cash!

"Hi,
This is an important message about the Qantas Customer Remediation Program.

We're writing to let you know you are eligible to receive a payment from Qantas following legal action by the Australian Competition and Consumer Commission (ACCC). This is because you made a booking for, or were re-accommodated to, a Qantas flight departing between 1 May 2022 and 10 May 2024, two or more days after Qantas made a decision to cancel the flight.

We sincerely apologise that we did not notify you of your flight cancellation in a timely manner.

Qantas has appointed Deloitte to assist with the processing of payments. You'll receive an email from Deloitte Australia within the next 72 hours with instructions on how to receive your remediation payment."


How many millions can we expect?

 

[sudoer]

How many millions can we expect?

The numbers reported in the media are $225 for domestic flights and $450 for international flights.

Probably a good outcome for those on Red e-Deals and a bad outcome for those on J fares.

 

[TomYagher]

So a case of the more (cancelled flights you were on) the merrier?

This should be quite a good earner for some if so.

 

[bashworth]

But what about those who booked on Points?

I had a 9.00am Jetstar flight booked on points from Perth to Melbourne cancelled at 2.00am (which I obviously didn't find about until we woke up.

Got the points back but it cost us $1,000 each to get home (Both in Middle Seats)

 

[sudoer]

Jetstar flight

Jetstar flights aren't part of the compensation program regardless of whether booked with cash or points.

Those receiving compensation bought tickets on Qantas operated flights which Qantas misleadingly advertised for sale when it had already decided the departure would be cancelled.

Your situation would likely have been covered by travel insurance.

 

[muppet]

It’s a bit of a mystery as to whether we’re eligible or not.

Most people on here will have been significantly disrupted by QFs last minute cancellations - but only those who happened to book a flight, 2 days after it was cancelled, will get compo.

I can’t see anyway we can independently determine if the flight was already cancelled, as all public facing data would have showed it as for sale

 

[Nerdnotgeek]

It’s a bit of a mystery as to whether we’re eligible or not.

Most people on here will have been significantly disrupted by QFs last minute cancellations - but only those who happened to book a flight, 2 days after it was cancelled, will get compo.

I can’t see anyway we can independently determine if the flight was already cancelled, as all public facing data would have showed it as for sale

They know which flights are relevent and which arent (somehow) , they were listed in the ACCC docs but then redacted for public use.
The pdf is attached , with blank pages for Confidential Schedule 1 and 2

 

[Gold Member]

Just received this... wonder if they'll offer an option to receive compo in qantas points instead of cash!

"…We sincerely apologise that we did not notify you of your flight cancellation in a timely manner.”

What Qantas Marketing really meant to say was:

“We sincerely thank you for allowing us to earn millions in interest on the cash you deposited and trusted with us. We never planned to operate the services in the first place, but please accept our Sincere Apologies as a sarcastic reminder of the disdain for our Customers”.

 

[chrispy3276]

Yeah it's a bit of an interesting one. I didn't give it a second thought just assuming it wouldn't apply to me, and yet I got the eligibility e-mail yesterday. I guess I'll wait and see what happens...

 

[RichardMEL]

Agree it's a bit of a "black box" for us. I had a feeling I might be eligible, but no email so... dunno. Guess not! Now I am not complaining or anything - just more that since we can't verify all the affected flights to know then we rely on QF's good graces to do the right thing (ahem).

So to all those that get a few bucks back then that's great

 

[Phoenix-1]

But what about those who booked on Points?

I had a 9.00am Jetstar flight booked on points from Perth to Melbourne cancelled at 2.00am (which I obviously didn't find about until we woke up.

Got the points back but it cost us $1,000 each to get home (Both in Middle Seats)

Shouldn't have Jetstar put you on an alternative flight?

 

[chrispy3276]

Just got the e-mail from Deloitte and have filled out the form. Pretty easy. Confirmed 1 domestic flight for me (the return leg of a trip, which from vague memory I remember being a bit of an issue but not that big of a deal). Payment to be made within 60 days. Still won't say no to it that's for sure.

 

[bashworth]

Shouldn't have Jetstar put you on an alternative flight?

Our original flight was Monday morning direct. . . the alternative flight was Tuesday evening via Adelaide arriving Wednesday. In my opinion not a realistic alternative

 

[jonboixxx]

I've lodged my claim for a flight I didn't even realise I was affected by.

 

[Captain Halliday]

For those who haven’t heard anything yet, but believe they are eligible, this link to the remediation portal says affect customers will be contact up to 10 July.

It also provides contact details if you believe you are eligible but haven’t been contacted by 10 July.

 

[RichardMEL]

I've lodged my claim for a flight I didn't even realise I was affected by.

This gives me a general thought.

This is the kind of thing scammers may jump on and send fake messages to get financial details etc so... just ne sure it's legit.

Not saying this one isn't legit.. it just triggered a thought in my mind about the potential for scammers. Sigh.

 

[jonboixxx]

This gives me a general thought.

This is the kind of thing scammers may jump on and send fake messages to get financial details etc so... just ne sure it's legit.

Not saying this one isn't legit.. it just triggered a thought in my mind about the potential for scammers. Sigh.

Yes, this is the warning from Deloitte to access the portal through Qantas.com

Notice from the ACCC: Protect yourself from scams

The ACCC is aware that scammers have been contacting people, falsely claiming to help them get payments.

If you are concerned about the legitimacy of an email or text message, you should not click on any links.

You can access the Remediation Portal by visiting the official Qantas website and clicking on ‘Qantas Customer Remediation Program’. You should only provide your payment details via the Remediation Portal.

 

[RichardMEL]

Ah. That's good! I hadn't gone to the portal tbh!

 

[Phoenix-1]

Our original flight was Monday morning direct. . . the alternative flight was Tuesday evening via Adelaide arriving Wednesday. In my opinion not a realistic alternative

That's terrible. We desperately need compensation regulations on airlines in Australia.

 

[ayebee]

Also received this email, and initially thought it could be a scam.
Any clues whether it is sent to everyone who had a QF booking in the applicable period, or sufficiently targeted to know that by receiving it, we likely have a claim ?