Abandoned in Bali by Jetstar

[Guvner]

A terrible situation @Hutch0007 and I feel for you. However now is not the time to be debating what if and alternate scenarios. time for action.
A way I dealt with a couple of issues dealing with refunds was to get a Stat Dec done. you can do this with a Justice of the Peace which is a free service. Certainly this applies in NSW and QLD when I had my issues. Make sure you put in all the amounts that you are out of pocket. As well the screenshots etc that back up your case.

The effect of this in your case is to let Jetstar know you are very serious and likely to take things further. That should prompt them to make a realistic offer. If they don't play ball then suggest to them you are going down the tribunal pathway. That is going to be more expensive for them than your costs and if they are sensible,not a given I know, they will settle then.

I wish we could welcome you to AFF under more pleasant circumstances. All the best.

Just to add to @drron's sound advice.. ensure you keep detailed notes of any and every conversation, including dates/times, with both the insurance company and JetStar. From experience just letting them know you have kept detailed notes makes them sit up and listen.

 

[Blackswan]

The airline consumer advocate might be a better course of action. Going to a tribunal could see Jetstar argue this is covered by an international treaty and CTH law, pushing it to the main courts.

I think there is benefit in some of the debate here. Not least it's helped the OP clarify their circumstances. A 17 day delay seems unlikely, so having the facts to explain that and the accommodation will be beneficial.

In my experience, the Airline Consumer Advocate is a toothless tiger. They did absolutely nothing for me when I made a complaint - they just redirected me back to the airline for which I was having difficulities with.

 

[Hutch0007]

Thank you.. and to everyone for their advice.

I have reached out ACA and provided all relevant documentation (screen shots , receipts , we chat conversation and etc). Their wait time is 20 business days, so I’m just waiting to see what they say.
Thanks again

 

[kangarooflyer88]

I have reached out ACA and provided all relevant documentation (screen shots , receipts , we chat conversation and etc). Their wait time is 20 business days, so I’m just waiting to see what they say.

I'm surprised A Current Affair would have such a slow turn around on such a timely story. Then again, they did cover this story recently. Perhaps you can contact someone else so they can make an update on the story?

-RooFlyer88

 

[Virgin Bart]

Perhaps you could complain to JQ about the delay at ACA?

 

[astrosly]

I'm surprised A Current Affair would have such a slow turn around on such a timely story. Then again, they did cover this story recently. Perhaps you can contact someone else so they can make an update on the story?

-RooFlyer88

Airline Consumer Advocate?

 

[Hutch0007]

I'm surprised A Current Affair would have such a slow turn around on such a timely story. Then again, they did cover this story recently. Perhaps you can contact someone else so they can make an update on the story?

-RooFlyer88

Sorry, ACA are ‘airline customer advocate’

 

[Saab34]

The bonus when the media picks up a story is it’s sorted out pretty much immediately.

 

[Hutch0007]

Update on situation.
After reporting my incident with ACA (airline customer advocates), Jetstar has responded to my claim and we have come to an agreed settlement on the matter.… Fair to say, it’s been a hell of a ride.
Just wanted to say thank you for everyone’s feedback. I really appreciate each response given, as it helped calm the nerves and cleared my mind to enable me to make a decision on what direction I needed to take (by speaking out).
This is truly a wonderful community.
Keep up the positive reinforcement to each individual because everyone deals with situations differently.
I’ll definitely be staying online and keeping on eye out for those that needs help.
Take care everyone and thank you again
Cheers

 

[Danger]

Congratulations, Hutch0007. Colour me very surprised that the ACA delivered. I had it pegged as being as useless as the ACCC.

 

[jase05]

Update on situation.
After reporting my incident with ACA (airline customer advocates), Jetstar has responded to my claim and we have come to an agreed settlement on the matter.… Fair to say, it’s been a hell of a ride.
Just wanted to say thank you for everyone’s feedback. I really appreciate each response given, as it helped calm the nerves and cleared my mind to enable me to make a decision on what direction I needed to take (by speaking out).
This is truly a wonderful community.
Keep up the positive reinforcement to each individual because everyone deals with situations differently.
I’ll definitely be staying online and keeping on eye out for those that needs help.
Take care everyone and thank you again
Cheers

Without giving away any confidential or sensitive detail id like to know if the settlement was only partially satisfactory for you or whether you thought you received adequate compensation

 

[Hutch0007]

Without giving away any confidential or sensitive detail id like to know if the settlement was only partially satisfactory for you or whether you thought you received adequate compensation

Hi @jase05
Happy to advise the compensation was adequate, as they agreed to cover accommodation, daily expense amount, extension of travel insurance and the extension of VISA.
From the very outsets of this situation, i always claimed to only want to get my money back.
No sympathy money or additional compensation, just what i spent because of their delay.
I believe the fact that i had proof of conversations (whilst at Bali and on return) and receipts helped my case and with the special circumstances being 19 days total delay, some common sense prevailed.
Regarding ACA, i had to prompt them a few times but they were responsive everytime.
Im not sure what the conversations were between ACA and Jetstar, however there were no rebuttals of claim from Jetstar, so i cannot really fault ACA or say anything negative.

 

[Borisdog]

Yet another example in the very long list of reasons why the Australian Airline Industry needs legislation to cover instantaneous re-imbursement on cancellation as AN ABSOLUTE MINIMUM. Right then and there.

Then we'll talk about the additional costs incurred. And that should also be legislated.

It's getting to almost epidemic proportions domestically at the moment. Oops, we've cancelled the flight. Sorry.

REALLY? - you've stung me for Thousands and you think Sorry is adequate?

Yes, yes, yes, Travel Insurance etc. But do I buy insurance for a new car delivery? Or everything else I buy that has a forward delivery date? And do I have to BEG to get my money back if the vendor doesn't come through? And accept , "Oh - we'll give you a credit for future purchase but we'll keep your bucks to help us with our operating costs."

But glad to see that you, finally, got an acceptable result. Inadequate, but acceptable.

Alas, there are so many flow-on effects from this that it's almost impossible to quantify the effect on you and your family.

 

[doubleplatinum]

Flies a LCC and expects full service carrier perks

 

[jrfsp]

Flies a LCC and expects full service carrier perks

Fly an LCC in Europe and the customer care (compensation) (should be) is guaranteed.

I had a few flights cancelled by European carriers recently (Not LCCs)- was offered rebooking including alternative carriers - and compensation landed in my account within a week.

Usually for fares a fraction of what JQ is charging at the moment.

 

[encryptededdy]

Flies a LCC and expects full service carrier perks

I would not say being rebooked on a flight within a reasonable period of time is a "full service carrier perk", it should be on any carrier.

 

[Kremmen]

Flies a LCC and expects full service carrier perks

Getting what you paid for is not a perk. It's what's to be expected of any service provider.

Even when flying much-maligned US carriers, every time one of them (or their partners) have had a cancellation, I've been offered a same-day alternative, even if they had to put me on another airline.

 

[Cruiser Elite]

Flies a LCC and expects full service carrier perks

Do you pay for your own flights my friend or a Company does?

 

[MikeG]

Fly an LCC in Europe and the customer care (compensation) (should be) is guaranteed.

I had a few flights cancelled by European carriers recently (Not LCCs)- was offered rebooking including alternative carriers - and compensation landed in my account within a week.

Usually for fares a fraction of what JQ is charging at the moment.

Still waiting for my Lufthansa compensation.
Requested June 2022, Acknowledged and promised July 2022, chased up earlier in October 2022 but no answer.
If you're not a European citizen, you don't have the "right" to compensation, however, airlines may agree to offer it.

M

 

[DazMel]

I also had a series of flight cancelations MEL-DPS and DPS-MEL
Original outbound flight delayed one day and aircraft change from B787 too A321
This also involved a volountary downgrade for 2x Business to economy, the rest of the family already booked in 3x Economy. Jetstar automatically initiated a reimbursement request on my behalf, still waiting for this to be made to credit card, it's been nearly 4 weeks.
The return flight was delayed each day for three days but finally we got a B787 flight with 2x business and 3x economy seats as originally booked.
On return I started a chat session with Jetstar and was pleasantly surprised by the efficiency of uploaded scanned images of hotel and meals expenses that were approved while connected and paid to my nominated bank account within 2 weeks.
Oh yes also got 2x $400 vouchers valid until 2024
Overall once I get the credit to my credit card I'm happy with the result given we got an extra 3 days of holiday paid for.