Webjet: ACCC takes online travel giant to Federal Court for allegedly misleading consumers on costs
The ACCC has launched proceedings in the Federal Court against Webjet, a popular online travel booking site, alleging that it has misled customers about airfare prices and flight bookings.
Webjet offers travel-related products and services to consumers, including from multiple airlines through it’s website and app. Both platforms allow consumers to compare and book flights, hotels, car rental and travel insurance through,
The online travel booking site has been accused of misleading consumers over various periods for five years from November 2018 to November 2023.
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By continuing you agree to our Terms and Privacy Policy.“The ACCC alleges Webjet breached the Australian Consumer Law when it made statements on its app, in marketing emails, on social media and on its website about the minimum price of airfares which omitted compulsory fees charged by Webjet,” the ACCC said.
“The statements included “flights from $x” when the price quoted excluded Webjet’s compulsory ‘Webjet servicing fee’ and ‘booking price guarantee’ fee which ranged from $34.90 to $54.90 per booking, depending on whether the flights were domestic, NZ/Pacific flights or other international flights.
“The Webjet Fees were not disclosed in Webjet’s social media posts.”
Webjet Group in a statement said: “Webjet Marketing has fully cooperated with the ACCC prior to the issuance of these proceedings and has already voluntarily and proactively undertaken a number of steps to further improve its disclosure of pricing and fees.
“So far as Webjet Marketing is aware, the ACCC concerns do not relate to its current fee disclosure and pricing practices.
“Webjet Marketing takes compliance with Australian Consumer Law extremely seriously and has always prided itself on its high levels of trust with all stakeholders, especially our customers.
“Millions of customers have chosen to book through Webjet Marketing during the period in question and we have very rarely been contacted by customers complaining about our disclosure of fees.
“Webjet Group is confident there is no widespread customer dissatisfaction with our offering, disclosure, service or pricing.
“The ACCC is seeking a range of remedies including pecuniary penalties and it is not yet possible to determine the financial implications of any outcome from the proceedings.
