first_imgairline cancellation feesChoice CHOICE is calling for an overhaul of the way airlines deal with customers after an extensive investigation into the industry revealed systemic breaches of the Australian Consumer Law (ACL), including widespread use of “no refund” signs, excessive cancellation fees and a lack of compensation for airlines’ mistakes.“From repeatedly informing travellers they do not have a right to a refund to charging sky-high cancellation fees, our domestic airlines have been flying below the radar when it comes to consumer protection,” said CHOICE Director of Campaigns, Communications and Content Matt Levey.“Businesses across the country are banned from making blanket ‘no refund’ claims, but the airlines do so blatantly when selling tickets.“Under the Australian Consumer Law, you have a right to a refund no matter how many times an airline lands you with a no refund message as you make your way through an online checkout,” said Levey.The CHOICE report Fare Play? Terms and conditions in Australia’s Airline Industry identifies systemic breaches of ACL by the domestic airlines, revealing excessive cancellation fees, a lack of redress when flights are delayed and cancelled, and other unfair terms and conditions as the norm.“The ACCC’s guidance to travel providers says cancellation fees should be reasonable and reflect the actual costs to the business, with fair deposits generally 10% of the total cost. When a consumer can’t or chooses not to travel they can lose up to 100% of the fare, even there is ample time to re-sell the seat.“Particularly unfair are ‘no show’ clauses, that allow airlines to unilaterally cancel your tickets on multiple flights if you are unfortunate enough to miss a leg of your journey. These clauses have been banned in other countries such as Germany and Spain and it’s high time our domestic airlines put an end to the practice,” Levey said.CHOICE is calling for:The airlines to immediately remove  “no refund” signs from their online checkoutsThe airlines to immediately remove “no show” clauses from their contractsThe ACCC to take action against any airline breaching Australian Consumer Lawlast_img

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