Is there an aviation ombudsman

[ck333]

Hi, I'm new to this site, but would like to know if there's an ombudsman, my daughter purchased tix from jetstar online on sale for the 2 of us to thailand, there was a system error & they didn't charge her, although had her details. Long story short they ended up charging full price, can't get any answers, don't know what to do next. Any suggestions? thanks

 

[markis10]

No, however you do have chargeback rights with the credit card company and also the right to pursue it thorough the state based consumer affairs, I think VCAT in Victoria would look after it as their head office is in Victoria and thats deemed to be where the transaction takes place. You will of course need to provide information that you have taken it up with the company , a copy of the complaint sent to their GPO Box in Sunshine (not sure how a GPO happens to be in Sunshine VIC) will help.

 

[ck333]

thanks for the reply markis, we have sent a letter to office in sunshine & taken up with the dept of fair trading, will now try credit card co.

 

[MEL_Traveller]

If i understand it correctly there was NO charge made to the credit card at the time of the original booking?

In that case there is no right of chargeback via the credit card company.

It depends where the system error was made.

Was a ticket receipt issued at the time of making the booking?

If there was then you can say that payment was deemed to have been made and the flights stated, and the cost of those flights printed on the receipt will be all you need. It is not usual for a recipt to be generated if for some reason the payment was not accepted at the time of booking (for example if the credit card was entered incorrectly or something you should have got an error message at the time).

If no receipt was issued, and no immediate contact was made with Jetstar to ask why the receipt was not issued then there could be some problems.

If a subsequent call was made to Jetstar and they offered to rebook at the full price and that was accepted then again it is a difficult position to argue.

Consumer Affair Victoria has a hotline where you can call and an operator will provide advice there and then on the spot. That would be my first port of call (after Jetstar of course )

If you agreed to pay the revised price offered by Jetstar i can't see how the credit card company will do a charge back.

 

[markis10]

I read the OP saying they had a contract with Jetstar to provide a service at a price as per the itin which would have been sent at the time of booking with payment "pending", which you get a lot during their sales, subsequently Jetstar processed the card at the wrong amount that was not authorised by you.

If you have a card that has been charged amount not authorised by the cardholder, they have a right to initiate a chargeback, the onus then being on JQ to provide proof that they were right, rather than the OP trying to get JQ to say they are wrong.