Webjet fined $9m for misleading discount airfare ads
Webjet has been ordered to pay $9 million in penalties for false or misleading statements regarding flight prices and booking confirmations made between 2018 and 2023.
The ACCC began an investigation into the online travel agency following a consumer complaint, where an advertised airfare price — “from $18” — was almost tripled after compulsory fees were added.
It found that Webjet made false or misleading statements about airfares between 2018-2023 on its website, and in promotional emails and social media posts.
The fees comprised its “Webjet servicing fee” and the “booking price guarantee”, which ranged from $34.90 to $54.90 per booking.
The website, app, and emails contained information in the fine print about additional fees, but Webjet did not disclose them on the social media posts at all.
Webjet also admitted to providing false or misleading booking confirmations to 118 customers for flights bookings which had not actually been confirmed. It later asked for additional payments of up to $2,120 from consumers to complete the booking. These customers have since been refunded.
A social post example with no disclosure of additional fees
“Seeking to lure in customers with prices that don’t tell the whole story is a serious breach of the Australian Consumer Law,” ACCC chair, Gina Cass-Gottlieb, said in a release.
“Retailers must ensure their advertised prices are accurate. They should clearly disclose additional fees and charges.”
From November 1, 2018 to November 13, 2023, the Webjet fees represented 36% of the online travel agency’s total revenue.
According to the release, Webjet was cooperative throughout the ACCC investigation, admitted liability, and agreed to make joint submissions to the Federal Court about orders, including the penalty.
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Lauren McNamara was the associate editor at Mumbrella. She joined in November 2022 as editorial assistant, after completing a Bachelor of Communications (Journalism) at UTS. She left Mumbrella in August 2025.
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