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If there’s one thing Australians love to do that’s been most affected by the pandemic in the past few years it has to be travel. I have felt genuinely sorry for the way travel restrictions have hit many businesses, especially in regional communities. I remember visiting Cairns in mid-2021, seeing the dock area that would normally be buzzing with backpackers setting off on excursions to the reef, now completely deserted. And I remember the strain on the face of a local shop owner on the NSW south coast who had just emerged from a summer of bushfires to face almost a year of no tourists due to COVID. But when it comes to some of our largest travel businesses, I’m sometimes less sympathetic. When, last November, we gave a Shonky…
Shonky florist in court over misleading ads One of last year’s Shonky-winning companies has been taken to court by the ACCC over alleged misleading advertising and price representations. Online florist Bloomex had proceedings brought against them in December by the Commission over star ratings on their website that were disingenuous and prices that were allegedly misleading. Bloomex won a Shonky Award last year after CHOICE mystery-shopped the company and found it didn’t deliver on its promises (when it ‘delivered’ at all). “We allege Bloomex’s product star ratings were misleading because they were several years out of date and included the experiences of customers that had likely never purchased from Bloomex’s Australian business,” ACCC commissioner Liza Carver says. “Online reviews and product ratings are an important tool that consumers rely on…
Tell me lies, tell me sweet little lies I’ve been working as an investigative journalist with CHOICE for almost two years now and one of the biggest learning curves (along with getting my head around the details of Australian Consumer Law) has been understanding the way companies relate to the truth. Prior to joining CHOICE, I worked at SBS News and I wrote primarily about the federal government on issues such as immigration, asylum seekers, refugees and politics. Dealing with government departments and ministers’ offices is like dealing with a slippery sponge – you ask direct questions, you look politicians straight in the eye, and say, ‘Tell me, did this happen?’ And how do they answer? They duck, they dodge and they weave, they give you long, convoluted replies to…
Q I have just taken ownership of an old dog, and I am noticing that I am now suffering from an internal itchy throat and nose, which I think is because of the dog. I thought an air purifier might be something that will help keep the air cleaner for me. Do you review air purifiers for their ability to remove pet dander and smells? A CHOICE expert Chris Barnes: We can’t include pet dander and odours in our air purifier tests as they’re too hard to simulate, but our general tests for dust and smoke removal should be a good indicator of performance in those respects. Pet dander particles tend to be relatively large (for microscopic particles) and are likely to precipitate out of the air and end up on…
Long haul home I was not surprised to read that Qantas had earned a 2022 Shonky Award, given my recent experience on returning from a holiday in the UK. Singapore Airlines delivered me to Mascot late on a Friday afternoon in good time to catch a scheduled Qantas direct Sydney to Hobart flight. I received a text on arrival advising the flight was delayed, then another five minutes later saying it was cancelled. The Qantas service desk was struggling but managed to book me on flights via Melbourne the following day. No explanation or apology for the cancellation was given and no assistance offered to find overnight accommodation, and no meal or taxi vouchers supplied. Finding accommodation late on a Friday night before the NRL grand final was another story.…
Domestic and international travel is now back on the schedule for many Australians, but there are still concerns around how COVID-19 might affect travel plans. Rebookings and credit vouchers may be offered for cancelled flights, and refunds may be available if you ask. But it varies between airlines and depends on the type of fare you bought. Read your airline’s conditions of carriage to find out if you’re eligible. In fact, be prepared to quote these conditions back to the airline because they won’t always offer you a refund if you don’t ask. If you booked through a travel agent or online booking site, you may need to process bookings or refunds through them – they should be able to tell you how to do this. REFUNDS If Qantas cancels…
