Another Jetstar complaint

[scwappy]

So. I was silly enough to book a Jetstar flight from ZQN to AKL next January as the times were very convenient. They since altered the time by 1 hr 45 minutes which means I would be pushing it to make an International flight later that evening. I called their contact centre to ask for a refund which I would have thought would have been easily forthcoming as they after all had moved the flight time significantly.

They refused and , as they didn't consider the time difference significant I must effectively grovel to them to receive a refund. I did as they said, and they will respond within 15 days. I am yet to receive a response. What should be my next move ? I am right thinking I should just be able to receive a refund due to them altering the time by so much ?

 

[eastwest101]

I assume a Jetstar Starter fare or something non-refundable or non-changeable? When did you book the JQ flight and how did you pay? Please let us know if you have any luck.

 

[tuapekastar]

Another Jetstar compaint

I don't know what JQ considers 'significant' but if it changes your connection from comfortable to at risk, then that sounds significant to me. Do they know about the connection?

 

[scwappy]

Yeah it was a cheap fare, however Im happy to fly with them at the time I booked. I know they cannot guarantee this, but would have though it they changed it significantly (in my view) they should refund it....... no questions asked.

I certainly don't want a credit to fly with them again as that will never happen, given this case.

I paid with a credit card so could try a charge back as a last resort!!

 

[lovestotravel]

1hr 45mins is a big change in my books and I am not sure there are any set rules that state that more than 60/90/120 mins is deemed a "significant change"

Flight changes/cancellations occur on any airline but Jetstar and Virgin seem to be the worst of it

I'd suggest booking another airfare now with someone else before the prices rise further and then pushing the point with Jetstar, but it might be too hard/not worth the effort for the price paid for the fare!

As you said simply don't fly them again

 

[markis10]

1hr 45mins is a big change in my books and I am not sure there are any set rules that state that more than 60/90/120 mins is deemed a "significant change"

Flight changes/cancellations occur on any airline but Jetstar and Virgin seem to be the worst of it

I'd suggest booking another airfare now with someone else before the prices rise further and then pushing the point with Jetstar, but it might be too hard/not worth the effort for the price paid for the fare!

As you said simply don't fly them again

Jetstar in its customer charter/guarantee mentions 30 minutes as being significant

Customer Guarantee | Jetstar.

Under the terms of carriage a refund is obliged:

(c) If, after you pay for your Booking, we make a significant change to the scheduled departure time of your flight or the flight is cancelled (except where this is due to circumstances beyond our control) and:

• this change means you are unable to use your Booking for its intended purpose, and
• we or our Authorised Agents cannot book you on another flight which you are prepared to accept;

we will give you a fare refund. Unless provided for in a Convention or any applicable law, we will not be responsible for paying any costs or expenses you may incur as a result of the changed time or cancellation.

Given 30 minutes is the trigger for change notice, I would say thats the definition of "significant".

 

[yohy?!]

always risky to put connections on seperate tickets. not sure it's jetstar's fault, if you compared to another carrier i think the answer would be the same if you bought a non-refundable ticket. can you move the other flight?

 

[scwappy]

Too right, I have already booked an alternative flight with Air NZ for just that reason. JQ offered to move my flight to the earlier flight 3 hours earlier that that originally booked, but that means hanging out in AKL for 6 hours waiting , when I want to be in ZQN as long as possible as it is only for a long weekend.

I accept they can move the flight time, but to not offer a refund easily after doing so I find extremely bad customer service from their point of view..

I have told them about the connection and also as part of my complaint was required to prove it.

 

[eastwest101]

Jetstar in its customer charter/guarantee mentions 30 minutes as being significant

Customer Guarantee | Jetstar.

Under the terms of carriage a refund is obliged:

(c) If, after you pay for your Booking, we make a significant change to the scheduled departure time of your flight or the flight is cancelled (except where this is due to circumstances beyond our control) and:

• this change means you are unable to use your Booking for its intended purpose, and
• we or our Authorised Agents cannot book you on another flight which you are prepared to accept;

we will give you a fare refund. Unless provided for in a Convention or any applicable law, we will not be responsible for paying any costs or expenses you may incur as a result of the changed time or cancellation.

Given 30 minutes is the trigger for change notice, I would say thats the definition of "significant".

Excellent stuff - thanks - thats going with me on my JQ flights and bookings for further reference!

 

[scwappy]

Jetstar in its customer charter/guarantee mentions 30 minutes as being significant

Customer Guarantee | Jetstar.

Under the terms of carriage a refund is obliged:

(c) If, after you pay for your Booking, we make a significant change to the scheduled departure time of your flight or the flight is cancelled (except where this is due to circumstances beyond our control) and:

• this change means you are unable to use your Booking for its intended purpose, and
• we or our Authorised Agents cannot book you on another flight which you are prepared to accept;

we will give you a fare refund. Unless provided for in a Convention or any applicable law, we will not be responsible for paying any costs or expenses you may incur as a result of the changed time or cancellation.

Given 30 minutes is the trigger for change notice, I would say thats the definition of "significant".

I see if I ever get a response I may be entitled to an additional $50 Jetstar credit. Yay!

 

[scwappy]

Jetstar in its customer charter/guarantee mentions 30 minutes as being significant

Customer Guarantee | Jetstar.

Under the terms of carriage a refund is obliged:

(c) If, after you pay for your Booking, we make a significant change to the scheduled departure time of your flight or the flight is cancelled (except where this is due to circumstances beyond our control) and:

• this change means you are unable to use your Booking for its intended purpose, and
• we or our Authorised Agents cannot book you on another flight which you are prepared to accept;

we will give you a fare refund. Unless provided for in a Convention or any applicable law, we will not be responsible for paying any costs or expenses you may incur as a result of the changed time or cancellation.

Given 30 minutes is the trigger for change notice, I would say thats the definition of "significant".

Thanks markis10. Exactly what I need to push the case as far as need be.

 

[lovestotravel]

Jetstar in its customer charter/guarantee mentions 30 minutes as being significant

Customer Guarantee | Jetstar.

Under the terms of carriage a refund is obliged:

(c) If, after you pay for your Booking, we make a significant change to the scheduled departure time of your flight or the flight is cancelled (except where this is due to circumstances beyond our control) and:

• this change means you are unable to use your Booking for its intended purpose, and
• we or our Authorised Agents cannot book you on another flight which you are prepared to accept;

we will give you a fare refund. Unless provided for in a Convention or any applicable law, we will not be responsible for paying any costs or expenses you may incur as a result of the changed time or cancellation.

Given 30 minutes is the trigger for change notice, I would say thats the definition of "significant".

Yep sounds like it, but the bit I have bolded would no doubt require you to prove to JQ that you had another flight or something that was "time-critical" etc etc...

Let us know how you go when you shove the customer charter in their face after being told you couldn't get a refund

 

[serfty]

Also here in the T&CoC:

Conditions of Carriage | Jetstar

[h=3]SCHEDULES, LATE OR CANCELLED FLIGHTS[/h] 9.1 Schedules
(a) Jetstar does not guarantee it will be able to carry you and your Baggage in accordance with the scheduled date and time of the flights specified. Schedules may change without notice for a range of reasons including but not limited to bad weather, air traffic control delays, strikes, technical disruptions and late inbound aircraft. Flight times do not form part of your contract of carriage with us.
(b) Before we accept your Booking, we or our Authorised Agents will tell you the scheduled departure time of your flight and it will be shown on your Itinerary and Tax Invoice. We may need to change the scheduled departure time of your flight after your Itinerary and Tax Invoice has been issued. If you give us or our Authorised Agents contact information, we or they will try to let you know about any changes. In any event, prior to your flight you should check to ensure your flight times have not changed. Except as provided for by Convention or any applicable law, we will not be liable to you for any losses that you may incur if you fail to do so.
(c) If, after you pay for your Booking, we make a significant change to the scheduled departure time of your flight or the flight is cancelled (except where this is due to circumstances beyond our control) and:

• this change means you are unable to use your Booking for its intended purpose, and
• we or our Authorised Agents cannot book you on another flight which you are prepared to accept;

we will give you a fare refund. Unless provided for in a Convention or any applicable law, we will not be responsible for paying any costs or expenses you may incur as a result of the changed time or cancellation.