Qantas misled almost one million customers by selling tickets on flights it had already decided to cancel, leading to a A$120 million settlement for the misconduct.
Court documents reveal that while Qantas management was aware of the misleading ticket sales, no individual held complete knowledge of the situation, illustrating systemic issues in oversight.
The scandal resulted in consumer harm, as Qantas continued to sell tickets for flights known to be canceled, showcasing a lack of immediate action on their part to correct the system.
Qantas's systems have been recently updated, yet the company carried on selling tickets to 71,000 flights even after deciding to scrap them, harming around 87,000 customers.
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