Monday, 05 Dec 2022

The spirit of disappointment: Qantas named and shamed in Choice Shonky awards 2022

The spirit of disappointment: Qantas named and shamed in Choice Shonky awards 2022


The spirit of disappointment: Qantas named and shamed in Choice Shonky awards 2022

Qantas has been named the "spirit of disappointment" by consumer watchdog group Choice. Australia's national carrier joins a smart cooker that Choice says doesn't deliver, and veggie "boosted" nuggets that Choice says contain hardly any vegetables, on the group's annual Shonky award list.

Choice has described Qantas as "going out of its way" to win a Shonky by steering customers to flight credits even when they were entitled to flight refunds, making it difficult to claim flight credits, and providing slow customer service, all while continuing to charge premium prices.

The airline's poor performance over the last couple of years has seen it slapped with its very own award category: the "spirit of disappointment".

"We're particularly disturbed by the behaviour of Qantas because it is one of Australia's largest businesses that portrays itself as the Australian national airline," Choice's chief executive, Alan Kirkland, said. "Yet it has comprehensively failed to deliver on that promise to Australian consumers over the past few years."

Qantas topped the list of the Australian companies most complained about on Choice's customer service hotline this year, Jodi Bird, a Choice travel expert, said.

Most complaints concerned the airline's flight credits, given to customers affected by Covid-related travel bans.

Bird said Qantas was steering customers towards claiming flight credits, even when they were entitled to refunds.

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