Qantas internal error over World Cricket Tsunami Appeal Match packages

Qantas Airways Ltd will send a corrective notice to all its Frequent Flyer members concerning an email offer for World Cricket Tsunami Appeal travel packages made earlier this year.

"On 5 January 2005 Qantas distributed an email promoting the package to about 39,000 of its Qantas Frequent Flyer members who were Australian residents, didn't live in Victoria, and had opted to receive similar sport-related email offers", ACCC Chairman, Mr Graeme Samuel, said today.

"The packages included return flights to Melbourne, tickets to the Tsunami Appeal Cricket Match and one night's accommodation.

"But ACCC investigations showed that Western Australian consumers couldn't buy the package at the advertised price at any time during the promotion.  The ACCC wrote to Qantas indicating that the conduct may breach the consumer protection provisions of the Trade Practices Act 1974.

"Qantas advised the ACCC that an in-house error had occurred. The travel packages advertised to WA Qantas Frequent Flyer members were not available at the price advertised on the Qantas website.

"Qantas has agreed to:

• conduct a number of trade practices law compliance refresher sessions for Qantas Holidays Staff reminding them of their obligations under the Act 
• at its own expense, write to Qantas Frequent Flyer members who elected to receive sports related email offers outlining the issue and ACCC involvement, and
• amend its advertising sign-off procedure to include review and sign-off of the detail in all advertisements by the relevant department.

"Consumers are entitled to expect accurate information from all companies, large and small, when those companies advertise or promote goods and services", Mr Samuel said. "While the ACCC accepts that honest mistakes can sometimes occur, those companies have a responsibility to correct those mistakes as quickly as they can".