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New Zealand to file charges against Jetstar for misleading consumers
September 19th 2024
The Commerce Commission (ComCom) of New Zealand will be filing charges against Jetstar Airways under the Fair Trading Act, alleging the LCC misled consumers about their rights to compensation when flights were delayed or canceled for reasons within Jetstar’s control. Read More » Under aviation law, ComCom said customers must be reimbursed when flights are disrupted for reasons within an airline's control such as staffing and mechanical issues. ComCom said Jetstar likely made false or misleading statements to consumers in 2022 and 2023 about their rights under aviation law. “The Commerce Commission expects large businesses to take their responsibilities under the law seriously. They must honor their obligations to consumers,” Commerce Commission General Manager Competition, Fair Trading and Credit, Vanessa Horne, said. In response, a Jetstar statement said: “We are deeply sorry to have let down our New Zealand customers by errors made in assessing some compensation claims for disrupted flights in 2022 and 2023 as our operations re-started following COVID. Since becoming aware of this issue, we have been focused on making things right for our customers and improving our communication and processes.”
