Disappointed with Jetabroad

[lovethattravel]

Has anyone else had a bad experience with Jetabroad.com.au? I recently booked a business class flight from NYC to LAX on their website and received a confirmation of my booking on the dates, flights and class I had requested. The next day, I received the eticket via email, but discovered that the booking was in economy class. I queried this, only to be told that the advertised business class was a 'mistake by the airline' and that I had the choice of either travelling economy class, paying another $1500 plus to get a business class ticket, or getting my money refunded. When I took this up with a 'senior manager' at Jetabroad, she confirmed that this was correct and that if I had read the fine print I would have seen that Jetabroad can 'on rare occasions' refuse a booking for whatever reason. She was not interested in ensuring that the flight I had booked and paid for was provided, or in offering any compensation for the time and effort I had wasted in finding and booking the flight. All she offered - after a long and fruitless discussion - was to book me onto another business class flight on a never-heard-of-'em airline via Whoop-Whoop for slightly more than my direct business class fare on Delta. Since the flight would have taken 15 hours, and would have arrived in LAX about 4 hours after my onward flight to Honolulu had left, I declined.

This was my first, and definitely my last, experience with Jetabroad. If you are thinking of using them, my advice would be to check your eticket very carefully when it arrives to make sure you got what you paid for. And don't be too surprised if you haven't.

 

[lovestotravel]

I seem to recall a previous thread on this forum that had a similar issue with the same company!

 

[samh004]

Similar threads at the bottom throws up two, http://www.australianfrequentflyer....ons/waiting-for-jetabroad-e-ticket-40750.html & http://www.australianfrequentflyer....scussion/anyone-heard-of-jetabroad-30084.html. They also have an "authenticated company rep" who posts here, but hasn't for a while. Maybe a PM could be sent to them if you want to bring up your frustrations to them, but if as you say their T&C's absolve them of the issue, nothing really you can do

View Profile: Jetabroad - The Australian Frequent Flyer Online Community

 

[Jetabroad]

As a Jetabroad manager I would first like to take the opportunity to apologise sincerely for the inconvenience and confusion this issue has cause. We have fallen short of an acceptable level of service with aspects of this booking and failed to clearly communicate the issues and potential resolutions.


To clarify what happened in this case was that the airline, in this case Delta, re-categorize their booking classes without satisfactorily updating their systems to reflect this change. This mean that fares they were showing in a fare class that previously corresponded to Business Class were now Economy Class. You were able to book the available fare believing it was business class but when the airline became aware of the problem they decided they were not going to honour the business class ticket at the price it had sold it at. We were therefore not able to provide you with the fare that you booked as it did not actually exist, instead we could only offer you the following:
1) the economy fare on Delta;
2) a cheaper direct economy fare on a different airline;
3) a business class fare on Delta at a significant price difference;
4) a similarly priced business class fare on different airline, though not direct.


The ticket for this should not have been issued first before we had discussed these options with you directly however it missed during our ticketing process and for that we apologise. With regards to our terms and conditions what was perhaps not made clear is that our T&C's are in place to cover Jetabroad in the cases where the airlines refuse to honour a price they quoted, which they are entitled to do. This is a stance we are forced to take because such things happen with surprising regularity.

If there is anything we can do further to be of assistance please do not hesitate to contact our customer support team.

 

[lovestotravel]

The lesson from this is to book with airlines directly

 

[lovethattravel]

Bottom line seems to be that Jetabroad can advertise tickets that don't exist, confirm your booking and take your money, then not deliver. Whether that is the fault of the airline or of Jetabroad, there seems to be a lack of accountability somewhere along the line.

 

[lovestotravel]

Bottom line seems to be that Jetabroad can advertise tickets that don't exist, confirm your booking and take your money, then not deliver. Whether that is the fault of the airline or of Jetabroad, there seems to be a lack of accountability somewhere along the line.

Book directly with the airline then

 

[lovethattravel]

Book directly with the airline then

I think you are right.

 

[Blackswan]

With regards to our terms and conditions what was perhaps not made clear is that our T&C's are in place to cover Jetabroad in the cases where the airlines refuse to honour a price they quoted, which they are entitled to do. This is a stance we are forced to take because such things happen with surprising regularity.

Wow. I was actually looking at using Jetabroad to book a PER-KUL-CDG-JFK-SFO-HKG-PER trip. Not any more.

 

[Hvr]

As a Jetabroad manager I would first like to take the opportunity to apologise sincerely for the inconvenience and confusion this issue has cause. We have fallen short of an acceptable level of service with aspects of this booking and failed to clearly communicate the issues and potential resolutions.


To clarify what happened in this case was that the airline, in this case Delta, re-categorize their booking classes without satisfactorily updating their systems to reflect this change. This mean that fares they were showing in a fare class that previously corresponded to Business Class were now Economy Class. You were able to book the available fare believing it was business class but when the airline became aware of the problem they decided they were not going to honour the business class ticket at the price it had sold it at. We were therefore not able to provide you with the fare that you booked as it did not actually exist, instead we could only offer you the following:
1) the economy fare on Delta;
2) a cheaper direct economy fare on a different airline;
3) a business class fare on Delta at a significant price difference;
4) a similarly priced business class fare on different airline, though not direct.


The ticket for this should not have been issued first before we had discussed these options with you directly however it missed during our ticketing process and for that we apologise. With regards to our terms and conditions what was perhaps not made clear is that our T&C's are in place to cover Jetabroad in the cases where the airlines refuse to honour a price they quoted, which they are entitled to do. This is a stance we are forced to take because such things happen with surprising regularity.

If there is anything we can do further to be of assistance please do not hesitate to contact our customer support team.

If the airlines aren't honouring the fares advertised why are they being advertised?

Too many ways to waste your time here hoping that airlines will sell the fare to Jetabroad who will then sell it to you.

Surely the only reason for using a site like Jetabroad is to get at least the same deal as is available on the airline site. Since this cannot be done with any certainty then there is no reason for anybody to use this site.

 

[mannej]

There have been a fair occasions where fare bucket realignment result in this occurring. I believe FT has its own thread on this one.
AA had the issue with QF changing one of its first class buckets, so a handful of lucky customers were able to fly F on the QF380 for a very very big discount.