Jetstar will face charges from the Commerce Commission for allegedly misleading consumers about their rights to compensation in case of delayed or cancelled flights within the airline’s control.

The commission will file the charges at the Auckland District Court, concerning Jetstar’s false or misleading statements to consumers about their rights in aviation law, in 2022 and 2023.

“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,” said Vanessa Horne, GM of Competition, Fair Trading, and Credit at Commerce Commission.

“Airlines have a responsibility to not mislead consumers about their rights in the event of cancellations or delays.”

Horne noted that in such situations, consumers are entitled to reimbursement for reasonable costs which may include the cost of meals, accommodation, and other expenses needed to get to their destination, up to 10 times the ticket price.

The commission urges affected customers to visit Jetstar’s website to file for claims.