Qantas / Jetstar Cancellation Process for Compassionate Reasons

[Chrizztofa]

Hi All

Not sure if this is the right place to post (mods, please move if not) but was hoping to get some help for cancelling flights and receiving a refund / flight credit for compassionate reasons.

My partner had booked the following flights over Easter:

• DRW-MEL on JQ (Starter fare using existing JQ flight credits)
• MEL-DRW on QF (Red e-deal cash fare)

Her mother (who is currently overseas) has been diagnosed with a terminal illness, so my partner has flown there to be with her and is now unable to take these flights.

I understand both fares are non-refundable (although both may be changed for a rebooking fee if I understand correctly). Given the circumstances we are not sure when she is able to travel again so cannot commit to a future booking.

We are hoping we may be able to contact the airlines to request a refund (or at least a flight credit) for compassionate reasons (and can supply the relevant medical documents to support the request). However, I am not sure how we can contact them. In particular:

• Given she is overseas, calling QF/JQ would be difficult (we would presumably need to supply the documents via fax or email anyway). Is there a direct email for QF & JQ that handles these requests?
• Alternatively, can she add me as a contact on the bookings to request the refund / flight credit on her behalf?

Appreciate any thoughts or suggestions. Thank you.

 

[Virgin Bart]

For Jetstar, get in touch with them on their online chat. They will look after you. They will request some sort of documentation then offer you a voucher in my experience

 

[Happy Dude]

I was in charge of a booking for a group of four mates. One of the group had to cancel at the last minute due to the untimely death of a sibling in a vehicle accident. Jetstar refused a refund unless I could produce a death certificate prior to departure. That was in 2006 and I have hated and avoided Jetstar as much as possible since then.

That doesn't specifically answer your query of course, and I don't know to contact them, but I do hope they've changed their manners. Check the T&C's but I'd say you'll be asked for a letter from your partner's mother's doctor and they ought to help you out from there.

 

[Mr H]

I was in charge of a booking for a group of four mates. One of the group had to cancel at the last minute due to the untimely death of a sibling in a vehicle accident. Jetstar refused a refund unless I could produce a death certificate prior to departure. That was in 2006 and I have hated and avoided Jetstar as much as possible since then.

Unfortunately many people will lie about compassionate reasons in the hope of getting a refund on a non-refundable booking. I can understand the request for documentary proof.

 

[Chrizztofa]

Thanks all for your comments. I will get in touch with Jetstar through the online chat and maybe call Qantas too to see what they can do. Cheers.