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Help with Jetstar cancellation issue

rshreeve

Newbie
Joined
Apr 29, 2019
Messages
6
I think Jetstar are going to refuse me a refund after downgrading me to economy and leaving me potentially stranded - any knowledge about complaint escalation? On 1 August Jetstar cancelled their Melbourne to Bangkok service. I was booked in business. Text at 4:22 said I was being transferred to Qantas to Singapore in business and then Jetstar Asia to Bangkok - even though less than 90 minute lay over. At Melbourne Qantas knew nothing about this at 9 am. Less than an hour before departure Qantas give me middle economy aisle boarding pass to Singapore and nothing to Bangkok from there. I say to Jetstar Manager this is unacceptable and say I want to cancel and buy a ticket on Thai. He says in front of angry crowd Ok. But at service desk he is influenced by unhelpful colleague to say as I had been transferred and checked no refund is available but he will ask. I will only find it if the money is returned. There was a lot else about Jetstar's service I could say, but any advice when I need to escalate and who is best contact? Flew Thai eventually who were excellent
 

sinophile888

Active Member
Joined
Mar 17, 2008
Messages
781
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My daughter has a "Never fly Jetstar" rule for just this reason. We went through a period when PER -> MEL flights were cancelled on a very regular basis. This was some years ago but she has stuck to her rule ever since. I'm sorry that this doesn't help you though.
 
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MEL_Traveller

Enthusiast
Joined
Apr 27, 2005
Messages
21,448
Contact consumer affairs in your local state. They offer free advice and guidance on consumer issues.

You are covered under consumer law, and not receiving the product you paid for gives you the right to a full refund. Transferring to Qantas economy class does NOT waive those rights (if they had accommodated you in Qantas business class you would likely have little or no recourse).

Not sure if you had the opportunity to keep your Qantas economy boarding pass? or at least take a photo of it? That would have been immediate and irrefutable proof. However, if you don't have it, not to worry. You'll be able to get details from Jetstar about where they ended sending you (ie, to Qantas, economy).

This could take time, and a bit of back and forth, but you will get your full refund. It just needs to get before the right person at jetstar. Dealing with frontline customer service may not get you the right result (if it does, bonus!), but eventually it'll make it's way to someone who knows what they're doing.

This is totally a Jetstar issue. Qantas has nothing to do with it - so don't let Jetstar fob you off.

As to the interaction at the airport, after Jetstar cancelled, they transferred your ticket over to Qantas. At that stage, in the eyes of the 'unhelpful colleague' they will have seen your ticket is with qantas already, and they were probably right that Jetstar, on the spot, probably couldn't arrange to refund your money (because you no longer had a ticket with them, it was now with Qantas).

However, now that the date has passed, this is entirely for Jetstar to sort out. You don't need to deal with Qantas, only jetstar. Show them your original ticket in Jetstar Business, say that the alternative on Qantas economy was not acceptable, you chose not to fly, and now you would like your money back.

I'm not sure if you will get any compensation flying Thai economy, or even the difference in fare. This is because if you were able to fly Thai economy, you would have been able to fly Qantas economy. Which then makes the transfer to Qantas a fair and reasonable option. BTW, the layover in SIN was probably more than enough time. The mimimum connecting time there is pretty short, less than an hour.

If you need to, you probably could end up disputing with your credit card, but try the above first.
 

rshreeve

Newbie
Joined
Apr 29, 2019
Messages
6
Thanks for this
Contact consumer affairs in your local state. They offer free advice and guidance on consumer issues.

You are covered under consumer law, and not receiving the product you paid for gives you the right to a full refund. Transferring to Qantas economy class does NOT waive those rights (if they had accommodated you in Qantas business class you would likely have little or no recourse).

Not sure if you had the opportunity to keep your Qantas economy boarding pass? or at least take a photo of it? That would have been immediate and irrefutable proof. However, if you don't have it, not to worry. You'll be able to get details from Jetstar about where they ended sending you (ie, to Qantas, economy).

This could take time, and a bit of back and forth, but you will get your full refund. It just needs to get before the right person at jetstar. Dealing with frontline customer service may not get you the right result (if it does, bonus!), but eventually it'll make it's way to someone who knows what they're doing.

This is totally a Jetstar issue. Qantas has nothing to do with it - so don't let Jetstar fob you off.

As to the interaction at the airport, after Jetstar cancelled, they transferred your ticket over to Qantas. At that stage, in the eyes of the 'unhelpful colleague' they will have seen your ticket is with qantas already, and they were probably right that Jetstar, on the spot, probably couldn't arrange to refund your money (because you no longer had a ticket with them, it was now with Qantas).

However, now that the date has passed, this is entirely for Jetstar to sort out. You don't need to deal with Qantas, only jetstar. Show them your original ticket in Jetstar Business, say that the alternative on Qantas economy was not acceptable, you chose not to fly, and now you would like your money back.

I'm not sure if you will get any compensation flying Thai economy, or even the difference in fare. This is because if you were able to fly Thai economy, you would have been able to fly Qantas economy. Which then makes the transfer to Qantas a fair and reasonable option. BTW, the layover in SIN was probably more than enough time. The mimimum connecting time there is pretty short, less than an hour.

If you need to, you probably could end up disputing with your credit card, but try the above first.
.
 

MEL_Traveller

Enthusiast
Joined
Apr 27, 2005
Messages
21,448
I did keep all my boarding passes etc. actually flew business on Thai. Thanks and I will take your advice about consumer affairs agencies
I don't think you will have any success in getting the TG fare paid for you, unfortuantely. But you could always ask! (Nothing to lose.)
 

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