JQ *Class Refund/Change Flight

[sandgroper]

Recently had a BKK/MEL *Class flight booked depart at 2115. Took a cab from hotel to the airport but the taxi had to stop on the expressway because of a severe thunderstorm (actually windscreen wipers didn't work!!) so we sat there for ages and attempted to drive but was too dangerous so we ended up just waiting for storm to finish/ease. Anyway taxi then would not restart so driver got out and pushed.. You have no idea of the conditions!!!.
Could not call JQ because mobile was out of juice and taxi driver would not call on his phone becoz of storms.. To cut a long story short ended up getting off expressway, changed to another taxi and got to airport after midnight!!.

There was no one at JQ Sales counter so I just took shuttle to Novotel and had a stiff drink and decided after all the stress would call in the morning to change date. When I rang JQ I was told that the conditions of the *Class fare were that if you no-show u can still change date but has to be done on the day of departure otherwise forfeit the whole fare. As I was clearly in such a bind JQ will not allow me to change date or request refund. Am happy to rebook as i have another trip planned but as I really have no proof of my ordeal they have to take my word, so they just say there nothing they can do.

Anyone have any suggestions or am I gonna just have to accept them taking my money??.

I ended up staying night at BKK Novotel and buying new tkts flying out on AirAsia to SIN and SIN/PER on JQ.

I have Annual Travel Insurance as well..

Many thanks

 

[MEL_Traveller]

Hi Sandgroper and welcome!

I believe what Jet* has told you is true, from what i can remember last time i checked the fare conditions for starclass (no refund unless you cancel before departure right?)

If you can use the credit towards future travel that is good.

Your travel insurance should exactly cover a situation such as this... however I'm not sure how they will treat the jetstar credit.

In normal cases your insurance company will deduct any refund from your cancelled flight and take that away from the cost of the new flights. However this is a different issue so I'm not sure how they'll handle it.

They should pay for your overnight hotel and meals etc.

However as a word of advice I would probably, in future, try and get hold of your insurance company before making new arrangments - they often like to have a say to make sure they are happy with what you are buying.

cheers

mel-t

 

[Dave Noble]

Unfotunately I think that you are out by the entire fare

From the T&Cs for standard jetstar starclass fares ( http://www.jetstar.com/au/en/popup/fare-rules-starclass.aspx )

Date, time, origin, destination and passenger name changes may be made by telephoning Jetstar Telephone Reservations (see our contact us page on Jetstar.com for contact details) or at any Jetstar counter at an airport but must be completed by the end of the day you were originally scheduled to depart. You must re-book onto an available Jetstar flight.

Customers who do not complete changes to their Bookings within the time required will forfeit the entire fare paid.

since you did not call until the day after you were due to depart, the fare is lost

Dave