Commerce Commission files charges against Jetstar for allegedly misleading customers

The Commerce Commission (ComCom) has filed charges in the Auckland District Court against Jetstar under the Fair Trading Act for allegedly misleading customers on their rights to compensation when flights were delayed or cancelled for reasons within Jetstar’s control. According to the commission the misleading statements occurred between 2022 and 2023. Vanessa Horne, the commission’s general manager of competition, said that communications from Jetstar to customers “likely discouraged them from seeking compensation”.

“ Airlines have a responsibility to not mislead consumers about their rights in the event of cancellations or delays,” Horne said. “The Civil Aviation Act is clear that airlines have a responsibility to reimburse customers for loss caused by cancellations or delays on New Zealand domestic flights that are within the airline’s control.”.