Qantas will pay up to about $79 million to resolve claims it sold tickets for canceled flights
Business InsiderAPR 2024
Qantas to Pay $79M to Settle 'Ghost Flights' Lawsuit
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The Spin
Narrative A
Qantas should've faced much stiffer penalties for lying to flyers, blaming COVID for its no-show, and dodging responsibility for its overloaded systems. If there's a silver lining here, it's the message this penalty — while not tough enough — will send to airlines worldwide about treating travelers well and the consequences of their actions if they don't.
Narrative B
Though its services were hampered by COVID, Qantas admitted its failure to promptly provide cancellation notifications and maintain its high standards. So Qantas is compensating wronged customers in addition to revamping its processes and improving its technology. This settlement restores Qantas’ status as a marquee carrier.