JetStar is trying to ruin my holiday! Is there anything I can do?

[onlycopunk]

So originally I had booked a JetStar flight from Sydney to Osaka at a steal of a price. The flight was going via the Gold Coast. I have booked onwards flight from Osaka with JAL roughly more then 2 hours after we arrived ideally giving us ample time to clear custom and figure out a new a airport.

Yesterday Jetstar send me an e-mail that tells me they are changing my flight. We now arrive an hour later giving us about an hour to clear customs and get to our next flight. I've called Jetstar and they're very unapologetic about the whole thing. I don't mind taking the new flight if it's what we have to do, but I would like some sort of guarantee or reassurance that if we miss our next flight (which is the last flight of the night) then someone will claim responsibility. I've already got accommodation booked and airfares booked and paid for. We also can't leave a day earlier, or a day later we have to leave on this day. The awkward thing is on the Qantas website is still has our original flight listed, but Jetstar claims that they wont put us on it because it's not enough time between connecting flights at the Gold Coast.

Is there anything I can do? Like I said, I don't mind the new flight, I just want someone to say "don't worry we'll take care of it" if something goes askew.

 

[Aussie_flyer]

You are on your own. You booked seperate tickets on different airlines. There is absolutely zero you can do about it.

You said you paid very little for the ticket, well this is the price you pay if something goes wrong on a low cost carrier ticket.

You ask for someone to claim responsibility? You need to take responsibility for yourself im afraid... you took a risk and it has backfired this time.

 

[markis10]

I agree with the above post, two separate bookings remain separate and leave you with the responsibility for changes, 2 hours is probably never a good amount of time when you have two bookings, especially with a low cost carrier involved. Jetstar would have no liability for your missed flight if they cancel or change timings whatsoever.

 

[anat0l]

As harsh as the second post is, unfortunately it is correct.

When you book on separate tickets (itineraries), you always run the risk that connections will be compromised. If you had booked the whole thing on one ticket with one carrier, then if the carrier changes its flight times, then it is responsible for ensuring your connection (because they booked this connection for you - they have to continue to assure that).

Have you considered calling JAL about your onward flight and seeing if there are other flights that you can take which will give you a longer connection time in light of JQ's changed flight time? They may charge you a change fee... Also, where are you going onward to? Could you consider going via Shinkansen?

Unfortunately due to the way you've organised your flights, you're in a bit of a time bind, otherwise I would have considered leaving for your connection a day later or giving a lot of time (at least 3-4 hours). If only it were just JQ changing the timing of your flight, there's no room allowed also for flight delay. And once again - this is two separate tickets, not one, so if you miss your onward due to flight delay, you would also have no recourse (except to the extent that may be covered by travel insurance).

 

[docjames]

Wow, everyone is being brutally blunt today!

A couple of thoughts:

It would be worth calling JAL and seeing if there are options to move your onward flight. They may take pity on you and just move the flight, problem solved. If not, there will lieky be a change fee - probably worth paying to have a less stressful holiday.

It would be also worth double checking what your travel insurance covers.

I'd also check what are considered "minimum connection times" for flights into/out of Osaka as you will probably require that to claim on travel insurance. Note 2hrs will likely be considered ok, but they may say 90mins in which case you should discuss with your travel insurer now, rather than when stuck in Osaka as they may claim you should have not left yourself with a 60 minute connection. Which you didnt originally, but there may be a clause about notifying claim when incurred.

I hope you have travel insurance. It's unfortunate that airlines can do this, but they are peferctly entitled to change flight times. That's the risk of non-connected tickets and why booking all the way though one carrier costs more - it is the airlines "insuring" themselves by charging a premium.

 

[harvyk]

Sorry but I'm also going to have to echo what the others have said... With internet bookings becoming more common this senario is becoming more common as well.

Try asking JQ to move you onto an earlier flight from SYD to the Gold Coast, you may have some success as they have moved your original flight plans around. Do this even if you have to spend a night at the Gold Coast. Explain that the new time of your arrival in Osaka will cause problems. Don't bother mentioning about your connecting flight, as it will be irrelivant as it's on a separate booking.

Be prepared to pay a few $$$ for getting onto an earlier JQ flight, but it would be better to pay that now when you have the option to walk away than later at Osaka because you've missed your JAL flight, and thus they can charge what they want and there isn't much you can do about it.

Unfortuantely you have leart a valuable lesson when it comes to "cheap" internet bookings over "expensive" travel agent bookings. Your taking much greater risk with internet bookings as rarely are "connecting" flights actually set up as connecting flights with internet bookings.

 

[munitalP]

Removed post - didn't read the OP correctly therefore my post was of no use - sorry



munitalP

 

[markis10]

What flights are you on and when (getting to OOL for an earlier flight does not make sense if there is only one flight ), if you are looking at departure post Oct 31 there could well me changes to all your flights.

 

[munitalP]

The connection that the OP has problems with is at Osaka after the Jetstar flight from what I could tell from the post rather than the connection problem being at OOL

Reread the original - I have removed my post

 

[markis10]

Originally Posted by Dave Noble
The connection that the OP has problems with is at Osaka after the Jetstar flight from what I could tell from the post rather than the connection problem being at OOL

Reread the original - I have removed my post

The awkward thing is on the Qantas website is still has our original flight listed, but Jetstar claims that they wont put us on it because it's not enough time between connecting flights at the Gold Coast.

This part of the OPs post is confusing, not sure how you reread it but it would seem to indicate that there is more than one option ex OOL, which I find odd, its hardly a hub for flights to Japan with hourly departures

 

[harvyk]

After checking JQ's site, I'd be either change your flight from here to Osaka to a day earlier, or changing your flight in Osaka to the next morning. In either case I'd be planning to spend the night there, as otherwise you may find yourself spending an unplanned night there. The reason why I suggested talking with JQ is because they changed their flight times around on you, thus you may have more luck getting onto different flights without paying to much in change costs. JAL on the other hand have not done wrong, and thus would be rightly entitled to charge you want ever their normal change fee is.

 

[JeniSkunk]

The awkward thing is on the Qantas website is still has our original flight listed, but Jetstar claims that they wont put us on it because it's not enough time between connecting flights at the Gold Coast.

This is the part that I don't get.
Jetstar won't let the OP use the original flight as booked as there is not enough time between connecting flights, yet they have put the OP on a later flight leaving the OP with LESS time between connecting flights.

Jenifur Charne

 

[straitman]

Wow, everyone is being brutally blunt today!

It may be harsh BUT is it a fact of life for the situation.

This is the part that I don't get.
Jetstar won't let the OP use the original flight as booked as there is not enough time between connecting flights, yet they have put the OP on a later flight leaving the OP with LESS time between connecting flights.

Jenifur Charne

Yes, this needs clarification.

onlycopunk,

Could you possibly post the flight numbers and times and there may be more that can be offered.

 

[Homer]

This is the part that I don't get.
Jetstar won't let the OP use the original flight as booked as there is not enough time between connecting flights, yet they have put the OP on a later flight leaving the OP with LESS time between connecting flights.

Jenifur Charne

JQ doesn’t know/care about the OPs JAL flight out of Osaka. They only know/care about their own connection, viz the inbound SYD-OOL flight connecting to an OOL-KIX flight.

 

[ozbeachbabe]

The awkward thing is on the Qantas website is still has our original flight listed, but Jetstar claims that they wont put us on it because it's not enough time between connecting flights at the Gold Coast.

Can you clarify what sectors the original flight you are talking about in above paragraph, namely SYD/OOL or OOL/KIX. If your OOL/KIX flight is now an hour later, would you not have an extra hour in transit in OOL after your SYD/OOL flight?

In any case, it doesn't really matter what appears on the QF website as QF do not operate SYD/OOL or OOL/KIX so both flights would be JQ metal. The fact is that the operating airline (JQ) has advised you of the schedule change and new times which I'm sure in due course will appear on the QF website FWIW.

 

[Happy Dude]

As others have suggested, I'd also contact JAL and see what they can do about putting you on a later flight. Show them the original and new JQ flights to highlight your predicament. But don't be cross with them if they don't accommodate you. Good luck.

 

[medhead]

This is the part that I don't get.
Jetstar won't let the OP use the original flight as booked as there is not enough time between connecting flights, yet they have put the OP on a later flight leaving the OP with LESS time between connecting flights.

Jenifur Charne

Yes it is confusing. I would have the easy answer, if there is a connection problem at OOL, is to get to OOL earlier to make the original flight (if it is still available). But I would expect more than 1 flight a day on JQ for OOL-KIX.
Really need to clarify the exact flights.

 

[onlycopunk]

Can you clarify what sectors the original flight you are talking about in above paragraph, namely SYD/OOL or OOL/KIX. If your OOL/KIX flight is now an hour later, would you not have an extra hour in transit in OOL after your SYD/OOL flight?

In any case, it doesn't really matter what appears on the QF website as QF do not operate SYD/OOL or OOL/KIX so both flights would be JQ metal. The fact is that the operating airline (JQ) has advised you of the schedule change and new times which I'm sure in due course will appear on the QF website FWIW.

Sorry, I should've been more clear earlier...

These are our original flights:

SYD-OOL 6:05am JQ400
OOL-KIX 10:05am JQ19

And yes there is only one flight a day to Osaka from Gold Coast

Originally our flights were SYD-OOL at 6:05am, but it appears that they have fully cancelled this service as Jetstar nor Qantas no longer lists this flight on the day we are leaving (29/8). This is why we have to now connect in Cairns.

The fishy thing is on the Qantas site if I select SYD-KIX they list a later 7:05am flight to OOL with the original flight to KIX. According to woman with terrible English at Jetstar, they cannot put me on that flight because the layover at OOL is not "long enough." Which makes me curious as to why Qantas would list this route, yet Jetstar wont let me fly on it.

Even though Qantas will most likely not help me out, I'm going to call them tomorrow and inquire about that flight and see what they have to say about it. I've been a Qantas FF for years and also choose them or Jetstar over other carriers, heck, I base most of my traveling around Qantas and One World, and I would hate to have this trip leave a bad taste in my mouth. It's especially irritating because we have been planning this trip for some time and booked these tickets around 5 months in advance.

Anyways, I hate to have a bleeding heart story, and if it's the way it has to be, then I guess we'll have to live with it.

 

[oz_mark]

Gave they moved you onto a different flight (e.g. JQ19 to JQ15 (and via Cairns at that) or have they retimed the flight. If they have changed the flight you are on and the ealier flight is still operating, I'd try to get back to that.

 

[medhead]

Sorry, I should've been more clear earlier...

Originally our flights were SYD-OOL at 6:05am, but it appears that they have fully cancelled this service as Jetstar nor Qantas no longer lists this flight on the day we are leaving (29/8). This is why we have to now connect in Cairns.

The fishy thing is on the Qantas site if I select SYD-KIX they list a later 7:05am flight to OOL with the original flight to KIX. According to woman with terrible English at Jetstar, they cannot put me on that flight because the layover at OOL is not "long enough." Which makes me curious as to why Qantas would list this route, yet Jetstar wont let me fly on it.

Even though Qantas will most likely not help me out, I'm going to call them tomorrow and inquire about that flight and see what they have to say about it. I've been a Qantas FF for years and also choose them or Jetstar over other carriers, heck, I base most of my traveling around Qantas and One World, and I would hate to have this trip leave a bad taste in my mouth. It's especially irritating because we have been planning this trip for some time and booked these tickets around 5 months in advance.

Anyways, I hate to have a bleeding heart story, and if it's the way it has to be, then I guess we'll have to live with it.

I'm still confused about why you would contact qantas and not jetstar. However, it still seems the simple answer is to get to the gold coast earlier than the 7 am flight. This means flying the night before and get a hotel or an early morning (6am) flight to Brisbane and then taxi to gold coast, which should be possible in an hour, just. Either way is going to cost, for hotel or taxi but probably better to choose more cost in Australia than in japan

Or of course get back in the original flight.