A victory for the airline would only serve to move the bar for air travel even lower, with dreadful ramifications for productivity.
A Qantas customer booked flights from Sydney to Tamworth to attend a Nick Cave concert. On the morning of the event, Qantas cancelled a flight due to arrive at 1.30pm and rescheduled her onto a new one, arriving at 9.30pm.
A call to Qantas revealed her original booking class was different, so she would need to stump up $200 extra per seat. “The industry sells a time-definite product, rather than a time-indefinite product, so I don’t see the point regarding the obligation to simply transport you from A to B within a reasonable timeframe as fully accurate,” says Air Control Tower managing director Neil Glynn, an industry analyst.
The ACCC has been pressing Transport Minister Catherine King to use her white paper to embed similar regulations as those in Europe, where passengers are compensated for delays. By taking on the ACCC in arguing passengers have no right to expect their flight to take off on time, Qantas is goading an already motivated regulator to make further, far more costly changes.
But a ruling that consumers don’t have a right to get where they want to go on time would have a ripple effect on traveller behaviour.
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