Refund issues on fully refundable booking - Jetstar

[Pushka]

Had to cancel a fully refundable bus max fare JQ SYD-HNL return fare for May but booked as two separate PNR's. One of the fares has been refunded, the other, almost a month out, is still outstanding.

Jetstar's excuse is that the expiry date on the refund card was wrong. Well, sure, the credit card had been reissued as it has expired from when I had booked, and I knew that and provided the updated expiry date when cancelling. Clearly that was all good as one of the fares has been refunded.

It has been escalated to Customer care who email me each day and call me each day. Yesterday was given a $100 voucher. But each day the excuse is the same. Finance have approved the refund (whoopee, as if they could choose not to) but still no refund. I have PM'ed Red Roo a couple of days ago but that doesn't seem to have moved anything.

Is there anything else I can do here?

 

[yohy?!]

probably worthwhile exploring either a fair trading complaint or credit card chargeback/dispute to see if that applies the necessary pressure to JQ's coffers (and to waste their time and hopefully get them to reform their processes eventually)

also open a compaint with the airline customer advocate so that the issue is recorded statistically alongside others who have experienced similar dodgy refund practices, may end up getting some press if enough people report it which again would force JQ to reform the process.

does make you wonder about the "marvellous" JQ businesses when they clearly have ironclad control over releasing any cash even for refunds.

 

[Pushka]

The Bank was happy to take note of the issues and has started the claw back.

I will lodge a complaint with the airline advocate though. Thanks for that.

 

[love_the_life]

That's pretty poor on the part of JQ. Hope you get the rest of the refund soon. What a PITA though that you have to chase it up.