Cancelled Jetstar NZ flight

[Holly]

I had made (and paid for) a group booking for 6 people flying Jetstar in August from Christchurch to MEL. Jetstar has just contacted me yesterday to say that my flight has now been cancelled so my original JQ166 departing Christchurch at 3.25pm has now disappeared, and their only other flight on that day is JQ156 departing at 6.35am. This is physically impossible for me since I'll be in Queenstown and won't get in to Christchurch on QF until 11.15am!!

I asked the person from Jetstar yesterday whether I was eligible for any compensation, and he said the only option available was either a free rebooking on the day before/after, or a refund. He then asked if I had travel insurance...I had paid the full amount using my Citibank Gold CC, so unsure of whether it's covered or not. To people's knowledge, if I rebook or make alternative plans will I be covered?

I've looked at Virgin Blue Christchurch to MEL is at 7.15am, OR via Brisbane. QF don't have any direct flights at a time which suits (that I could find in my brief search), and I've yet to work out if Air NZ has anything.

I'd appreciate any helpful suggestions/advice anyone may have given all your travelling experience. My biggest concern now is that the longer I leave it, the harder it'll be to secure any group booking with any airline...

Thanks.

 

[stuartfaz]

I had made (and paid for) a group booking for 6 people flying Jetstar in August from Christchurch to MEL. Jetstar has just contacted me yesterday to say that my flight has now been cancelled so my original JQ166 departing Christchurch at 3.25pm has now disappeared, and their only other flight on that day is JQ156 departing at 6.35am. This is physically impossible for me since I'll be in Queenstown and won't get in to Christchurch on QF until 11.15am!!

I asked the person from Jetstar yesterday whether I was eligible for any compensation, and he said the only option available was either a free rebooking on the day before/after, or a refund. He then asked if I had travel insurance...I had paid the full amount using my Citibank Gold CC, so unsure of whether it's covered or not. To people's knowledge, if I rebook or make alternative plans will I be covered?

I've looked at Virgin Blue Christchurch to MEL is at 7.15am, OR via Brisbane. QF don't have any direct flights at a time which suits (that I could find in my brief search), and I've yet to work out if Air NZ has anything.

I'd appreciate any helpful suggestions/advice anyone may have given all your travelling experience. My biggest concern now is that the longer I leave it, the harder it'll be to secure any group booking with any airline...

Thanks.

I just put in a few random August 08 into the Air NZ booking engine, it seems that their direct CHC-MEL flight is also in the morning, but they offer services in the afternoon via Auckland and Wellington.

NZ526 dep Christchurch 12.50pm arr Auckland 2.10pm
connects to
NZ125 dep Auckland 3.30pm arr Melbourne 5.30pm

or

NZ5062 dep Christchurch 1.30pm arr Wellington 2.25pm
connects to
NZ753 dep Wellington 3.30pm arr Melbourne 5.30pm

Both flights retail at NZD 369 plus tax.

Another option, as you mentioned, is Virgin Blue/Pacific Blue via Brisbane or Sydney. Their flights usually retail at NZD 309-329 incl tax, but they don't offer the connecting flights on some days.

One more you could use is Emirates from Christchurch to Sydney, then getting a Sydney-Melbourne flight seperately on Qantas or Virgin Blue. Emirates flight EK413 leaves Christchurch at 6.05pm and arrives in Sydney at 7.25pm, and is around NZD 200 incl tax.

 

[Fluid-Flyer]

Jetstar has just contacted me yesterday to say that my flight has now been cancelled so my original JQ166 departing Christchurch at 3.25pm has now disappeared, and their only other flight on that day is JQ156 departing at 6.35am. This is physically impossible for me since I'll be in Queenstown and won't get in to Christchurch on QF until 11.15am!!

I am going to assume that you did not purchase your trips as a single journey [ZQN-MEL] from the Qantas website (this still creates two separate PNRs; one from JQ and the other from QF, but I think they are linked somehow in the Qantas system). (If you did, then expecting a transfer to QF178 in this scenario would seem reasonable.)

Instead, I imagine, the bookings were done separately. In this case I would go to Qantas.co.nz - type in the dates that you want to travel [CHC-MEL] and see what comes up. Probably catching the 14:35 QF46 to SYD and connecting to MEL will be the most suitable substitution you can find.

Remember, the Qantas Group direct MEL flight, that suited your needs, is gone and thus any alternate will require a transfer to get to Melbourne. If you find a solution on the Qantas website, that you are prepared to live with, phone Jetstar back, and tell them (politely) that you want to be moved onto those flights for the reason you have outlined above. The call centre rep will not be able to make this decision by themselves, so expect to be placed on hold after making it.

If you are not enamoured with the idea of that many connecting flights in one day, then checkout your travel insurance options regarding rebooking to other airlines. However, as your journey hasn't started and Jetstar is offering you a full refund, you might not be able to make a claim - but every insurance policy is different so check!

Please update us with how you go!

 

[Holly]

I am going to assume that you did not purchase your trips as a single journey [ZQN-MEL] from the Qantas website (this still creates two separate PNRs; one from JQ and the other from QF, but I think they are linked somehow in the Qantas system). (If you did, then expecting a transfer to QF178 in this scenario would seem reasonable.)

Instead, I imagine, the bookings were done separately. In this case I would go to Qantas.co.nz - type in the dates that you want to travel [CHC-MEL] and see what comes up. Probably catching the 14:35 QF46 to SYD and connecting to MEL will be the most suitable substitution you can find.

Thanks stuartfaz & Fluid-Flyer for your suggestions.

Fluid-Flyer- your assumption is correct: I booked the JQ & QF flights separately, and spoke to QF people today to see if they can help. Turns out my ZQN-CHC leg is non-refundable since it's a Red e-deal, but I can rebook at $50 per person, plus pay the difference, service charge, etc etc.

I also called up JQ this morning- the offer is still either rebooking (which is not likely to work out for my travel group) or a full refund for the leg home, HOWEVER, the refund amount is only ~$100 each as I took up the earlier $4 take-a-friend offer and naively thought everything should be ok once I've paid and all. Not really considering the possiblity that I may need to use travel insurance, I just thought it'll be ok on my credit card insurance alone....lesson learnt!

Yes, I will look into the QF46 option but am getting a little paranoid now with all the connections...who knows who else may pull out/cancel! :evil:

Remember, the Qantas Group direct MEL flight, that suited your needs, is gone and thus any alternate will require a transfer to get to Melbourne. If you find a solution on the Qantas website, that you are prepared to live with, phone Jetstar back, and tell them (politely) that you want to be moved onto those flights for the reason you have outlined above. The call centre rep will not be able to make this decision by themselves, so expect to be placed on hold after making it.

Do you mean Jetstar can book me on to a Qantas service?? I've tried asking the guy yesterday & the gal this morning and both were repeating the same line "We're sorry, we understand how frustrating/difficult/annoyed you are but we can only offer you..." Whom should I request to speak to- like their manager/supervisor?

 

[Fluid-Flyer]

Do you mean Jetstar can book me on to a Qantas service??

Yes

Whom should I request to speak to- like their manager/supervisor?

Possibly.

Jetstar have done it for me in the past, on more than one occasion (I think it books into L class on QF, but you don't receive QFF points or status credits for those segments). I am interested to hear how you get on! (However, I am starting to suspect that JQ has some "backdoor score card" for customers that makes my life easier.)

Be fair & be flexible, but don't take no for an answer.

 

[Holly]

Finally an update & some good news:

Firstly I checked and Citibank CC travel insurance doesn't cover any rebookings, just reimburses whatever other flights/accomm which also needs to be cancelled due to the flight cancellation.

Next, I called Jetstar back and politely explained my situation again and the difficulty with rebooking for the entire group. As per Fluid-Flyer's suggestions, I requested rebooking with Qantas, but they said that's not possible and again offered a full refund. I continued to insist that it was not possible/difficult/any other options?...before I was asked to wait on hold for 15 mins and finally spoke to the more senior person. Anyway, after a bit of to-ing & fro-ing, she then agreed to re-route me to travel back from CHC on the original date but via SYD and then to MEL (Avalon) instead. So all up, I'll be landing in MEL 5 hours later than originally planned, not including the time required to travel from Avalon (hence I'd prefer Tullamarine since it's more convenient but there weren't any other options) but at least it's the date we wanted.

Also, I've never transferred between terminals in SYD before- our new itinerary allows for 3 hours between landing in SYD and the flight back to MEL, but I've done a quick search & just found out you gotta pay your own way between terminals although it's in the same airport?! (I know it's hard to believe but I've never been to SYD before!) For a group, is it better to get a cab to travel between the international & domestic terminals, or should I just get the shuttle bus?

The train sounds most convenient but the SYD airport site says it something like $12 oneway :shock:

 

[Maca44]

Also, I've never transferred between terminals in SYD before- our new itinerary allows for 3 hours between landing in SYD and the flight back to MEL, but I've done a quick search & just found out you gotta pay your own way between terminals although it's in the same airport?! (I know it's hard to believe but I've never been to SYD before!) For a group, is it better to get a cab to travel between the international & domestic terminals, or should I just get the shuttle bus?

The train sounds most convenient but the SYD airport site says it something like $12 oneway :shock:

Holly, here is the QF info on transfers between domestic to international at Sydney, and states below. Flying with Us - At the Airport - Airport Guide - Sydney Domestic Airport (T3) Transfer between Terminals:Transferring from T2 and T3 (Domestic Airports) to T1 (International Airport):
The Transfer Lounge is located airside (after passing through the security check point), opposite Gate 1 in T3. A shuttle bus service is available to passengers that are travelling or have travelled on a Qantas flight (including codeshare flights) or oneworld flight. The shuttle buses operate as required, approximately every 10 minutes during non-peak periods . On arrival at T1 proceed up the escalator, through immigration and security to your departure gate.
I have used this service several times going to Int'l, not in reverse to domestic so others will confirm whether you can do it, but I can't see why not. When you exit A or C on arrivals level, turn right and the transfer desk is at the far end of the international terminal. This would be a lot easier, but a quick call to QF might put you at ease.

 

[Holly]

thanks for the info Maca44, however I might not have been clear that I've actually been re-booked on Jetstar for the 2 separate flights (they said it wasn't possible to book QF), so not sure if it's still applicable for me...I'm guessing it's only if you're booked in QF rather than JQ that the terminal transfers are offered? Oh well, good to know for future reference!

 

[medhead]

The train sounds most convenient but the SYD airport site says it something like $12 oneway :shock:

I guess you're still looking into the shuttle bus options. But if that doesn't come off still consider the train. It's been a few years since I took the train. It is $12 per person to get to CBD. But it used to be only about $2 per person between terminals. (I used to land at domestic, by the inter terminal ticket, catch the train to Central and use my normal weekly ticket.)

As for taxis, I think the road direction from the intl terminal would take the long way around (M5 or 7 and eastern distributor) to get to the domestic (could be wrong on this). Plus 6 people is most likely 2 cabs, which I reckon would be more than $2 by 6.

 

[futaris]

When we took the train between the terminals back in Jan, it was $5. Note, you have to purchase the ticket from the ticket office, and not the ticket machine to get this price.

 

[medhead]

When we took the train between the terminals back in Jan, it was $5. Note, you have to purchase the ticket from the ticket office, and not the ticket machine to get this price.

How things change in 5 years. It used to be possible to use the ticket machines to get a ticket to the other terminal.

 

[futaris]

You can use the machine, but you'll pay the $13.40 fee. I think it's only $5 at the ticket windows, to compete against the T-Bus price of $5.

No idea why.

 

[medhead]

You can use the machine, but you'll pay the $13.40 fee. I think it's only $5 at the ticket windows, to compete against the T-Bus price of $5.

Oh. that really is stupid. The price between terminals used be less than $5 and also available from the machines.

 

[Mal]

Oh. that really is stupid. The price between terminals used be less than $5 and also available from the machines.

Yep, I've heard similar about certain fares available at the window but not at the machine. The $13.40 is backed up by the fare calculator here:
http://www.cityrail.info/fares/calculator.jsp?from=344&to=343

And on the Sydney Airport website:

AirportLink
Airport Link offers a $13.40 (one way, per person) transfer ticket for passengers transferring between T1 International and T2/T3 Domestic Terminals. The journey takes only 2 minutes and there are frequent services. For more information visit www.airportlink.com.au

 

[medhead]

Yep, I've heard similar about certain fares available at the window but not at the machine. The $13.40 is backed up by the fare calculator here:
CityRail - Tickets & Fares

thanks.

I did check the fare calculator. Clearly times change. (I guess when the airport link company went bust)
Just saying the fare used to be more realistic. Sorry for the incorrect post.

 

[Holly]

Thanks all for the replies....so can someone confirm that the $5 fare between the terminals is still available if I go to the tix window (wish it was still $2, esp for that short a distance!!)? I know officially there's nothing mentioned on their website.

Otherwise I guess I'm just gonna have to do the shuttle option instead. Some of my travelling group may not be coming back to Melbourne with us so we may be able to fit in one cab- does anyone know what the fare is likely to be for the short trip between the terminals?

 

[medhead]

Some of my travelling group may not be coming back to Melbourne with us so we may be able to fit in one cab- does anyone know what the fare is likely to be for the short trip between the terminals?

Well my track record on the price of things isn't good. But the cost of a taxi from central station to the domestic used to be less than the cost of 2 tickets on the train, but more than one train ticket.

So my best guess......... was about $15

But I googled sydney taxis and I take it back. Apparently it's now $50 airport to city......

Maybe try cheecking out this link:

Trains - Sydney Airport

I also thoought that yellow cabs had an online fare calculator. But I can't find it.

 

[JohnK]

Some of my travelling group may not be coming back to Melbourne with us so we may be able to fit in one cab- does anyone know what the fare is likely to be for the short trip between the terminals?

If you can actually get one to take you on such a short trip is should not be more than $15 including the $3.2 flagfall and $2.50 Macquarie Bank surcharge.

Taxi drivers do not like to accept small fares, no choice really, especially if they have been waiting in line for half an hour.

 

[NM]

If you can actually get one to take you on such a short trip is should not be more than $15 including the $3.2 flagfall and $2.50 Macquarie Bank surcharge.

Taxi drivers do not like to accept small fares, no choice really, especially if they have been waiting in line for half an hour.

In Sydney, the driver can request a "short trip voucher" from the taxi concierge. That will entitle them to jump the queue if they return to the airport within a certain time.

 

[serfty]

I believe the $5 is for 'connecting passengers' with BP's/Tickets needing to be presented when purchasing.