CHOICE makes airline super complaint

first_imgCHOICE makes airline super complaintCHOICE 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, 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,” says CHOICE Director of Campaigns, Communications and Content Matt Levey.“Our investigation reveals the significant power imbalance between consumers and airlines, who are not being held to the same basic standards as other industries.“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,” Mr Levey says.The CHOICE report, Fare Play? Terms and conditions in Australia’s Airline Industry, identifies systemic breaches of Australian Consumer Law by the domestic airlines. It also reveals that excessive cancellation fees, a lack of redress when flights are delayed and cancelled, and other unfair terms and conditions are the norm in the industry.“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 loose 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,” Mr Levey says.CHOICE’s airline super complaint follows its Complane campaign, which has drawn attention to the fact that Australians are currently not entitled to fixed compensation when they experience a delay or cancellation within an airline’s control.“Our research shows very few consumers receive compensation when their flights are cancelled, delayed or changed, and when they do, it’s often inconsistent. In some cases this leaves travellers paying hefty cancellation fees for flights, which through no fault of their own, are no longer fit for purpose,” says Mr Levey.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 LawFor more go to: choice.com.au/playfareCHOICE investigation key findings:3 of 4 major domestic airlines make blanket “no refund” claims in the booking process without informing a consumer of their right to refund under the Australian Consumer Law.Airlines are charging cancellation fees of up to $550 per ticket, or not offering the option of a refund at all even when there is ample time to resell.Airlines take no responsibility to deliver passengers to their location in a reasonable time, despite charging higher prices for peak flight times.Consumers are not offered adequate remedies when their flights are delayed or cancelled, with some consumers being offered no remedy at all.Some consumers are being provided with credit for future flights when with no information on how to access that credit.Passengers who miss the first or subsequent leg of a flight risk having their ticket voided, despite having paid for their onward flights. Source = CHOICElast_img read more

Go back to the enewsletter Let the festivities be

first_imgGo back to the e-newsletterLet the festivities beginAnantara Layan Phuket and Layan Residences by AnantaraThe celebrations start a little early with a Christmas tree lighting ceremony on 23 December. A charming choir creates a joyful mood while guests sip holiday drinks and watch the lights sparkle. The yuletide season kicks into full gear on Christmas Eve with a holiday-themed gourmet dinner along Layan Beach. Guests can dine on international culinary delights under the stars with live jazz in the background, while Father Christmas makes a surprise visit to the little ones.Anantara Mai Khao Phuket VillasGuests can start Christmas Eve with a magnificent breakfast at La Sala, dining around a gingerbread house. A signature Cham Yam Bai afternoon tea of traditional Thai delicacies with a modern twist brings a tropical touch to a classic repast, with an option to splurge on Moët & Chandon Rosé piccolo champagne. All day, the Turtle Club will drum up anticipation for Father Christmas among the kids with carol sing-alongs and ornament making.Christmas Eve dinner is a unique experience as guests can choose a dinner buffet on the beach. For those who prefer a sit-down affair on Christmas Eve, award-winning chefs created dishes exclusively for a gourmet four-course dinner at Sea.Fire.Salt., which can be served with premium wine pairings. The Anantara Mai Khao Choir will sing classic Christmas carols to all, bringing the holiday spirit to the seaside.Celebrate Christmas Day with Father ChristmasAnantara Layan Phuket and Layan Residences by AnantaraFather Christmas comes to Anantara Layan’s Lower Lobby on Christmas morning, spreading cheer with gifts, games and a lucky draw. All morning, every guest can start Christmas off with a lavish breakfast banquet at Sala Layan. The holiday fun continues with a magic show and treats to entertain children, young and old.The Christmas feasting continues at Layan into Boxing Day with a beach barbecue on 26 December. Seafood and meats are prepared to order at live cooking stations or can be had fresh off the grill. A spread of starters as well as international dishes and local delicacies will also be available all evening.Anantara Mai Khao Phuket VillasThe centre of Christmas celebrations for the little ones will be at the Turtle Club. An island treasure hunt leads to meeting Father Christmas for treats and presents. Then the festive fun continues with Christmas games all day, ending with a classic holiday movie for sweet sugar plum dreams.Christmas Day can commence for everyone with a hearty breakfast at La Sala to prepare for presents and holiday cheer. Guests can take a break for lunch by the infinity pool or with a Cham Yam Bai afternoon tea at the Tree House. Christmas Dinner is a sumptuous four-course culinary journey, with perhaps a half-bottle of champagne, at Sea.Fire.Salt. on the beachfront.Ring in the New YearAnantara Layan Phuket and Layan Residences by AnantaraAnantara Layan Phuket and Layan Residences by Anantara offers a pre-New Year’s indulgence with a mouth-watering Italian buffet on 29 December. Our chefs show off their culinary skills at live cooking stations on Mediterranean specialties for diners.New Year’s Eve is a glamorous black-tie event with Asian elegance. Guests arrive dressed in their finest for an exceptional gala dinner along the Andaman. An extensive menu features Japanese fare from Zuma while live entertainment and a dramatic fire show delights and amazes. The new year is welcomed by releasing ecologically friendly wish lanterns followed by dancing into 2018 with an after-party DJ.Anantara Mai Khao Phuket VillasAnantara Mai Khao will host two different gala dinners for New Year’s Eve, all set against a backdrop from Phuket’s Chino-Portuguese heritage. The extravagant dinner buffet on the Beach Lawn will feature sumptuous dishes and live cooking stations, as well as a live band, DJ, and fire show will get everyone ready for the New Year countdown party after dinner. Sea.Fire.Salt. offers a more contemplative experience with an elegant à la carte dinner complemented by a selection of premium seafood on ice, a wine and bubbly bar, as well as premium cheeses. After dinner, everyone can converge on the Beach Lawn to dance and party before the countdown to welcome in 2018 with cheers and fireworks.Experience Zuma throughout the festive season and beyondA visit to Anantara Layan Phuket and Layan Residences by Anantara would not be complete without a Zuma pop-up restaurant experience. This is a unique opportunity to taste the world-renowned and award-winning contemporary Japanese cuisine, with such signature dishes as spicy beef tenderloin with sesame, red chili, and sweet soy; miso marinated black cod wrapped in hoba leaf; and sliced yellowtail with chili relish, ponzu, and pickled garlic. A myriad of grilled dishes from the Japanese robata will also feature at the pop-up, as well as traditional sushi and sashimi.Sensational spas feature seasonal specialsThe spas at Anantara Layan and Anantara Mai Khao can help guests prepare or recover from festive season celebrations. Spa specialists have concocted exotic, holiday-inspired treatments to pamper, relax and revitalise. There are sparkling massage oils that can make skin glow like jewels, with fragrances for uplifting or reminiscing. For a New Year detox, there is a “New You” collection of beauty treatments, cleansing programs and healthy food pairings for a fresh start to 2018.See the website for more information.Go back to the e-newsletterlast_img read more