The ACCC website is very clear that jetstar is excluded, and not in the same boat as Qantas:
COVID-19 (coronavirus) information for consumers
From that page:
- If you are holding a credit for a Qantas flight which was cancelled or suspended by Qantas due to the COVID-19 pandemic, you are entitled to a refund free of charge if you would prefer that option. You are also entitled to a refund free of charge if Qantas makes a change to your flight that significantly impacts you and your travel plans, such as a date change on a domestic flight. If you would prefer a refund, contact Qantas on 13 13 13.
- Qantas’ terms and conditions state that customers with fares booked on any of its domestic and international flights are entitled to have their fare refunded if Qantas makes a significant change to their flight and cannot offer another booking which is acceptable to the customer.
followed by (my underlining)
- The Qantas guidance above does not apply to Jetstar as its terms and conditions are different to Qantas’ terms and conditions. Jetstar customers are encouraged to visit the Jetstar website for further information about remedies. At present, the Jetstar FAQs page under the heading 'What happens if my flight is cancelled' states that cash refunds for domestic and international bookings are only available where your flight has been cancelled and you have not been provided an alternative flight, or if you have been provided an alternative flight departing more than 3 hours before or after your originally scheduled departure time.
To reinforce this point, the ACCC states that the conditions of carriage will determine a right to a refund:
- Customers holding bookings with other airlines which have been affected by the COVID-19 pandemic should read the terms and conditions of the relevant airline carefully, as your right to a refund may depend upon whether you are entitled to a refund under those terms and conditions.
- Depending on your circumstances, you may also have other rights under common law, contract or state legislation
You may have been entitled to a refund on other grounds... but not due to a covid cancellation.
A company's terms and conditions do not override the Federal legislation, but in this case, JQ's 'no refund' policy for covid was considered ok by the ACCC.