Ansett will credit Global Rewards members who can show they have been awarded fewer frequent flyer points than they expected for full-fare economy class travel on Singapore Airlines with the correct number of points, and 5,000 bonus points, Australian Competition and Consumer Commission Chairman, Professor Allan Fels, said today.
"During the ACCC inquiry into frequent flyer schemes, it became aware that some members travelling on Singapore Airlines since September 1998, may not have received the full number of Global Rewards points to which they are entitled. Some members may have received Global Rewards points for only 70 per cent of the kilometres flown instead of the full 100 per cent.
"It is important that advertised rewards are available and that they are honoured. Offering frequent flyer points without intending to supply those points as offered risks misleading consumers, and ACCC action under Sections 52 and 54 of the Trade Practices Act", Professor Fels said.
"The availability and number of frequent flyer points accrued, particularly for international flights, is an important consideration for many consumers when choosing between competitive air travel services. Global Rewards members who have travelled in full fare economy class on Singapore Airlines will now be entitled to receive the correct number of frequent flyer points".
Following an intensive ACCC investigation, Ansett has agreed to:
- identify Global Rewards members who may have been affected
- send a letter to those members stating that if they believe they have been awarded an incorrect number of points for full fare economy class travel on Singapore Airlines since September 1998, the member should forward Ansett a copy of the ticket or boarding pass, or a signed statement (letter) witnessed by another person giving details of that travel;
- Ansett will 'top up' those members accounts with the correct number of points
- Ansett will also award those members with a bonus 5,000 Global Rewards points for their inconvenience
- Ansett will publish a corrective advertisement in the next edition of Travelling Life and on its web site explaining this process to its members
- Ansett will put in place processes to avoid this type of error in the future
If a consumer does not receive a letter from Ansett, but believes he/she has not received the full number of Global Rewards points to which he/she is entitled for full fare economy class travel on Singapore Airlines, he/she contact the Ansett Global Rewards Service Centre on telephone 1300 13 22 66.
"The ACCC is currently investigating frequent flyer schemes and is discussing Ansett's broader trade practices compliance in the context of its inquiry".