Airline complaints - overcharging

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onebat

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Is there somewhere to register airline complaints?

I booked a flight with jetstar to perth leaving the end of august back in February, since then I have had a dozen flight changes which means my partner can no longer fly. As a result I wanted to change the second passenger which will cost $240.

Am I being naive to think this is ridiculous? How can they justify this fee when even when the bargain basement airlines like ryanair charge a flat rate.
 

oz_mark

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It is likely that the bulk of the $240 results from the fare difference between when you paid for the flight and what the fare is if you were to book now.

Some airlines (e.g. Qantas) don't allow name changes at all.
 

onebat

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Good point mark but is that legal? I have never come across it in any other country?

What if it was a simple spelling error would I be expected to pay the same?
 

oz_mark

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Good point mark but is that legal? I have never come across it in any other country?

Yes, it has been through the courts (Supreme Court in Victoria) and Jetstar won the case

What if it was a simple spelling error would I be expected to pay the same?

I don't think they charge if it is clearly the same person, but I guess I could be corrected on that.
 

bambbbam2

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Yes, it has been through the courts (Supreme Court in Victoria) and Jetstar won the case
.

I thought they lost?

Jetstar's ticket fee ruled illegal | Business | News.com.au

"VCAT found Jetstar had received an unfair "windfall" from the penalty fee it charged a Victorian woman merely to change the name on a return ticket from Melbourne to Honolulu.

The passenger paid $437.39 for the fare and was then charged $600.93 more to change the name on the Jet Saver ticket when her sister was unable to travel.

VCAT found that a name change did not cause any detriment to the airline and that the penalty was unfair under section 2B of the Fair Trading Act.

Consumer Affairs Victoria welcomed the ruling, saying it would allow other Victorian travellers to fight expensive penalty fees imposed by airlines."
 

gilby08

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Jetstar did lose to VCAT and was appealed through the Supreme Court and Jetstar won:

http://www.news.com.au/heraldsun/story/0,27574,24749348

Justice Cavanough said it was Jetstar's case that VCAT did not take into account the cost of the original "Jetsaver" ticket when considering if the change fee, which was revealed in booking conditions, was unfair.

"I am satisfied that VCAT ignored or disregarded the cheapness of the fare insofar as that cheapness was attributable to its introductory nature," he said.

"Jetstar routinely offers other, more expensive kinds of fares - and, in particular, Jetflex fares.

"Jetsaver fares are generally cheaper than Jetflex fares for the very reason that Jetsaver fares are less flexible, including being non-refundable."

The judge also said that it was also Jetstar's case that if the VCAT ruling was upheld it would cause major upheaval in the airline industry.
 

Kylie Jetstar

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Jul 17, 2009
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Hi Onebat,

I've been following the posts here with interest.

We've introduced a whole host of initiatives that makes travelling with us easier and more enjoyable.

Please email me at [email protected] (ATT: Kylie), and I'll see if I can resolve this issue for you,

Thanks,
Kylie
Head of Customer Relations
Jetstar Airways
 

crazydave98

Active Member
Joined
Oct 25, 2005
Posts
602
That's Jetstar and Virgin accounted for. Would the Qantas representative please raise his/her hand?

Somehow you don't seem to be expecting Tiger to participate?;)

Welcome Kylie Jetstar (are you related to Julie Jetstar [now Jenny Craig] by any chance?);)

cheers

CrazyDave98
 

drron

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Jul 4, 2002
Posts
30,165
And another warm welcome Kylie.I for one am very glad to see those in the business posting here and setting us straight.Very encouraging indeed.
 
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