Jetstar - How Can This Happen

[drwtsv]

Last night I needed to book 2 x tickets Brisbane to Townsville one way on October 16th. The fare came up as $79, so I selected this fare and continued the booking process. I clciked no to everything including car hire, seating fee, carbon offset and everything else. I got to the payment page and entered the credit card details and clicked to process the payment. An error came up saying the fare couldnt be booked at this time. So I started the process again but the fare had jumped up to $139 (previously $79) per person. I called Jetstar and complained and they advised that the fare had gone up in price during the time I was making the booking. I complained that they had offered this fare which I had accepted and that if there was a fare rise it shouldnt apply to fares that were agreed and in the middle of being booked. He said the fares were not guaranteed until payment has actually been made, even though you accept the fare on the first screen during the booking process. Anyway after a fruitless 20 minute conversation I booked the tickets on Qantas. Today I checked the fare again on Jetstar and surprisingly enough the fare is once again $79.

I am aware that airlines place cookies on computers but I feel the above is bordering on dishonest and deceptive conduct. Has anyone else experienced incidences similar to that above.

What was so annoying about the above was that the fare suddenly became unavailable at the end of the booking process.

 

[Mattg]

That sounds really dodgy.. It's difficult to prove whether this would have been intentional but if so, definitely not legal. This hasn't happened to me personally, however I have been looking at fares one day and then the next day they will suddenly have doubled for no apparent reason.

 

[markis10]

It sounds like you took the last two seats in the cheap bucket, it could not proceed and eventually as a result they were released back to the inventory.

 

[Mattg]

It sounds like you took the last two seats in the cheap bucket, it could not proceed and eventually as a result they were released back to the inventory.

That seems plausible, but if they were the last 2 seats, why wouldn't the system let the OP book them? If there was one fare in the cheaper bucket left and they wanted 2 seats, then that's slightly different, but if the system spat out the cheaper fare in the first place, shouldn't it be obliged to honour it?

 

[markis10]

That seems plausible, but if they were the last 2 seats, why wouldn't the system let the OP book them? If there was one fare in the cheaper bucket left and they wanted 2 seats, then that's slightly different, but if the system spat out the cheaper fare in the first place, shouldn't it be obliged to honour it?

No idea, could have been a break between the ticketing and the fare bucket databases, you would need access to logs to move beyond conjecture.

 

[codash1099]

That seems plausible, but if they were the last 2 seats, why wouldn't the system let the OP book them? If there was one fare in the cheaper bucket left and they wanted 2 seats, then that's slightly different, but if the system spat out the cheaper fare in the first place, shouldn't it be obliged to honour it?

As I understand the law (IANAL) they are not obliged to honour the price. The contract is complete by both offer and acceptance, and they don't have to accept. Same as if you were in a shop and tried to buy a wrongly marked item - they are not obliged by law to accept your offer.

I am sure hordes of lawyers will descend on me if I'm wrong.

 

[Kiwi]

As I understand the law (IANAL) they are not obliged to honour the price. The contract is complete by both offer and acceptance, and they don't have to accept. Same as if you were in a shop and tried to buy a wrongly marked item - they are not obliged by law to accept your offer.

I am sure hordes of lawyers will descend on me if I'm wrong.

Strict contract law that is the case. But consumer protection law can come into the equation too. I have heard of retailers having to honour the lower price of a wrongly marked item. Often you see companies having to do corrective advertising saying a price was a mistake and wont be honoured with their apologies. Often this corrective advertising is required by the ACCC or the local state or territory consumer affairs or fair trading agency.

 

[travelislife]

It is actually the way the Jetstar website is designed unlike other airline websites where the seats are taken out of inventory whilst you are filling in your details and returned if cancelled. In Jetstar's case the seats aren't taken out of inventory until you have made payment. This is why there are so many irate people during Jetstars sales, as people think they have got the cheap seats as they have picked them but by the time they get to the payment page they are gone by someone completing payment in the meantime.

 

[Kiwi]

I have heard of Jetstar prices going up like this before when a person is doing it online or there is a short break before proceeding to payment. Not sure if it is cookie enabled or not. Hear though that more companies are getting into cookie selective marketing and pricing.

I have been at the Jetstar website a bit. Sometimes I could swear that there is a human watching my moves and adjusting things at the back end.

Last few days have noticed the fares move around a lot on HNL to SYD. Cheaper early Dec but gone up 20% in Jan. Expected for peak time in Jan.

Also find difficulties using Jetstar website. Google chrome works best. Another thing to do is to use price lock. On the HNL route costs 10 USD and locks in the fare for 4 days. By offering price lock J* is basically telling us the fare may change soon. I know they have an interest in making us believe this but from what I have seen recently the fares are moving around a lot.

 

[drwtsv]

Thank everyone for your comments, some good points and possible reasons raised.