Compensation for JQ cancelled flight

[cambriamarsh]

Kiwi family denied Jetstar reimbursement of $1560 for cancelled flight

Interesting article, I wasn't aware of this legislation. Does Australia have anything similar?

 

[bam71]

Nope!

 

[There'sOnlyOneJimmy]

But we do have a Chairman’s Lounge…

 

[eastwest101]

Some interesting things to note in this story in that the denial of compensation was through a virtual assistant/chatbot, makes me wonder about the legalities of this if customers receive a "chatbot says no" response as to the implications of chatbot responses being incompatible with consumer law. In this case a human being in Jetstar was eventually held responsible for the actions of the chatbot.

The customer even quoted the specific NZ legislation to the virtual assistant and was still getting pushback with the chatbot presumably set up to enforce JQs own T&Cs.

Looks like the complainant was very well versed and prepared to argue their case in NZ consumer law.

 

[bcworld]

Some interesting things to note in this story in that the denial of compensation was through a virtual assistant/chatbot, makes me wonder about the legalities of this if customers receive a "chatbot says no" response as to the implications of chatbot responses being incompatible with consumer law. In this case a human being in Jetstar was eventually held responsible for the actions of the chatbot.

It says:

The Jetstar employee Isaacs was assigned via chatbot did not accept the terms of the legislation, even after Isaacs quoted it to them

It doesn't seem like the Chatbot was the one doing the denial. After initially interacting with the chatbot you deal with an agent. That has always been my experience.

 

[eastwest101]

It says:



It doesn't seem like the Chatbot was the one doing the denial. After initially interacting with the chatbot you deal with an agent. That has always been my experience.

Yes I see what you are saying now, but I wonder how many airline customers get fobbed off by chatbots and are never connected to a human being, and just give up their pursuit of whatever solution they wanted to get? e.g. compensation, rebooked flights, refunds etc

For the customer this is the issue, is there a clearly defined point at which a chatbot interaction is flagged as being too "complex" for an AI chatbot and there is now a human interacting with the customer? I'm not familiar with the JQ chat bot but I am guessing many companies aren't going voluntarily out of their way to clearly define where the AI/chatbot ends, and the human interaction begins......and thats intentional. and by design.

The other interesting thing about this one is that old hoary chesnut about what flight cancellations are within, and what are not within the control of the carrier/airline. A whole other can of worms there.

In this case a very persistent complainant was able to succeed in holding a human to account but there will be all sorts of interesting consequences and legalities to sort out about this issue in the future. I am guessing that part of the problem for Jetstar might have been that their team that deal with chatbot inquiries may be handling complaints and inquiries from across the Jetstar Group so might be expected to know all the variations in consumer law from Australia to NZ (and possibly other points of sale such as Singapore and Japan? Whats the bet that the training provided to these chatbot operators covers the intricacies of the NZ Civil Aviation Act?

 

[bcworld]

Yes I see what you are saying now, but I wonder how many airline customers get fobbed off by chatbots and are never connected to a human being, and just give up

I've never had that issue with JQ. I've used chat many times for COVID era refunds and never struggled to get a human or a good outcome. I think it's fair to say JQ chat did a far better job than Qantas in issuing refunds during that period...based on everything I've read.

 

[There'sOnlyOneJimmy]

When I’m using the Chat “feature” on a website, I type “Human please”, and *usually* that gets me transferred to a human.
(Doesn’t guarantee that the human has the necessary training/ability/authority/etc….)

 

[aikman]

Jetstar changed my departure time by 45 mins. I got on to chat and asked to be moved to a later flight. To my surprise the agent told me that 45 mins was not long enough to qualify for a free change but she was happy to look at paid options that were available to me. I quickly ended the chat and filled out the survey with the lowest scores possible. I got back on to chat and another agent quickly moved me to the later flight with no issues.

My point being that Disconnect and Chat Again my be necessary sometimes.

 

[kangarooflyer88]

Kiwi family denied Jetstar reimbursement of $1560 for cancelled flight

Interesting article, I wasn't aware of this legislation. Does Australia have anything similar?

We do it’s called EU261 but has the unfortunate requirement that you must be departing to Europe on flights operated by EU airlines or arriving from Europe. Otherwise you are on your own.

 

[wandering_fred]

The 08:55 JQ flight DPS-PER was cancelled 15 Oct just before check in opened
No seats on JQ for at least 3 days to PER. Offered hotel and meal costs.
Managed to get QF seats via MEL but will arrive in PER more than 24 hours later
Will be interesting to see JQ's reimbursement coverage
First glitch in awhile during wandering
Fred

 

[Flyfrequently]

Will be interesting to see JQ's reimbursement coverage
First glitch in awhile during wandering
Fred

My daughter and family had their JQ DPS-MEL flight delayed last year by 24 hours with 6 hours notice.

No issue with reimbursement, uploaded receipts, paid within days, said it was an easy process.
JQ covered hotel accommodation for 4 (2 rooms) meals and extended parking cost at Tullamarine.
Good luck with it @wandering_fred

 

[wandering_fred]

From the JQ cancellation email (JQ 117 15 Oct DPS-PER)
If you’re more than 50kms from home and delayed overnight, we’ll help cover the costs of your accommodation.
We encourage you to arrange accommodation with a provider of your choice. See below for reimbursement details.
If you’re at the airport and need assistance, speak to a Jetstar team member and we’ll do our best to help you.

I asked for reimbursement for a late check out (>12 hour delay) and a meal since the JQ delay was likely going to be multiple days / hotels etc and I independently booked QF which got me into Perth a bit more than 24 hours later than the J1 flight would have.

The request was declined.
I'm not able to reimburse you for any expenses you incurred as you chose not to travel on one of the alternative services we offered.
In that the original cancellation email did not imply that acceptance of JQ's alternatives were required for hotel accommodation expenses and my delay was in excess of 24 hours, what is the direction that I should take with JQ? The amount in question is about AU$50 and I accept that I wil not get coverage for the QF flights.
Unhappy wandering
Fred

 

[JohnK]

Yes I see what you are saying now, but I wonder how many airline customers get fobbed off by chatbots and are never connected to a human being, and just give up their pursuit of whatever solution they wanted to get? e.g. compensation, rebooked flights, refunds etc

AirAsia prides itself on connecting you to a chat bot and making it extremely difficult to get through to human.

Even the number to get through to call centre refers you to the chat bot to solve all issues.

 

[MEL_Traveller]

From the JQ cancellation email (JQ 117 15 Oct DPS-PER)
If you’re more than 50kms from home and delayed overnight, we’ll help cover the costs of your accommodation.
We encourage you to arrange accommodation with a provider of your choice. See below for reimbursement details.
If you’re at the airport and need assistance, speak to a Jetstar team member and we’ll do our best to help you.

I asked for reimbursement for a late check out (>12 hour delay) and a meal since the JQ delay was likely going to be multiple days / hotels etc and I independently booked QF which got me into Perth a bit more than 24 hours later than the J1 flight would have.

The request was declined.
I'm not able to reimburse you for any expenses you incurred as you chose not to travel on one of the alternative services we offered.
In that the original cancellation email did not imply that acceptance of JQ's alternatives were required for hotel accommodation expenses and my delay was in excess of 24 hours, what is the direction that I should take with JQ? The amount in question is about AU$50 and I accept that I wil not get coverage for the QF flights.
Unhappy wandering
Fred

I would pursue it.

This is, actually, one of the things the Airline Consumer Advocate should be able to help you customer charter for JQ is published, and they haven’t followed it.

Might be worth shooting an email to them.

A friend of mine had a similar JQ delay out of bangkok, the email didn’t say anything about having to take the JQ flights to get the hotel, taxi and meals. Although I suppose maybe they think it’s implied.

 

[yachty]

A friend of mine had a similar JQ delay out of bangkok, the email didn’t say anything about having to take the JQ flights to get the hotel, taxi and meals. Although I suppose maybe they think it’s implied.

I had a JQ cancellation last week and the email had something along the lines of "if you cancel your booking and we refund your flights we may not reimburse your expenses".

I interpreted that to mean "we won't reimburse you if you make your own arrangements, we'll just refund your ticket" so I read it with that implication, but looking at it again now I can see that it's a rather opaque way of saying that (if that's what is intended).

 

[Longtoo]

I hope the OP does not mind that I piggy back on this post.

JQ505 this morning SYD-MEL was cancelled. I had a book for my partner and 2 of her friends from overseas/interstate. The cancellation email was very opaque, it states "30$ per person per day for meals", clear not enough to feed a person in Sydney for a day.

I got through to an agent via the online chat at 5.30 am (when i was supposed to drop them off to the airport). they said 50$, when pressed further about the cost of living in Sydney, they then said just submit all receipts for assessment. Meals and hotels are off course peanut compared to the disruption and non-financial cost.

It is time Australia have an EU delay/cancellation Compensation style legislation.
https://www.airhelp.com/en-int/your-no-win-no-fee-claim/

 

[TheInsider]

JQ505 this morning SYD-MEL was cancelled. I had a book for my partner and 2 of her friends from overseas/interstate. The cancellation email was very opaque, it states "30$ per person per day for meals", clear not enough to feed a person in Sydney for a day.

And what were you rebooked onto?

 

[Longtoo]

they gave me options to rebook tomorrow 4 Dec first flight to MEL. there is only one option for today, indirect flight getting to MEL at midnight.

I see that JQ503 was also cancelled today. Something must have happened.