In a statement on Monday, Qantas pledged to regain Australia’s trust after a nightmare week plagued by the consumer watchdog’s allegations that the airline had sold tickets for “ghost flights”, a grilling by senators over competitors’ flights, backlash over bonuses, and a blowout in Covid refunds.

The Australian Consumer and Consumption Commission launched action in the Federal Court on Thursday, alleging the national carrier had “engaged in false, misleading or deceptive conduct” by selling sale tickets for more than 8000 already-cancelled flights between May and July last year.

The ACCC is seeking to penalise the airline up to $250m.

In a statement on Monday, a Qantas spokesperson said the airline was aware that the ACCC allegations especially had “caused significant concern among our customers”.

“The ACCC’s allegations come at a time when Qantas’ reputation has already been hit hard on several fronts,” the spokesperson said.

“We want the community to know that we hear and understand their disappointment.

“We know it will take time to repair. And we are absolutely determined to do that.”

The spokesperson said the period of time that the consumer watchdog’s claims relate to – mid-2022- was “one of well-publicised upheaval and uncertainty across the aviation industry”.

“Our longstanding practice is that when a flight is cancelled, customers are offered an alternative flight as close as possible to their original departure time, or a refund,” the spokesperson said.

Earlier last week, a parliamentary hearing on Monday revealed Qantas owed $100 million more in Covid flight refunds than was previously thought – forcing the airline to back down on its December 2023 expiry plans.

It was also revealed Qantas had voiced its concern to the government about Qatar Airways’ pitch to double its flights to Australia’s east coast – a move that was welcomed by industry but eventually blocked by Labor.

Qantas’ bad week was topped off on Friday it was revealed chief executive Alan Joyce was granted $10.8 million in shares for bonuses deferred during the pandemic – all the while Qantas maintained it had no obligation to pay back the $2.7bn in government payments it received during Covid-19.

Mr Joyce is stepping down as CEO in November, but after arguably one of the worst weeks’ in the airlines history, there are calls for him to leave his post earlier.