Trying to get delay compensation from JQ

[Revenge]

Anyone been successful at getting compensation for JQ for a delay?

The Jetstar compensation policy states:

Delay or cancellation within our control*
	Away from home airport	At home airport
Time	Meal	Transfer	Accomm	Meal	Transfers	Accomm
3+ hours	✓ Meal voucher	x	x	✓ Meal voucher	x	x
Overnight	Jetstar arranged	Inclusion in accommodation or reimbursement per person (receipts required)	✓	✓	x	x	x
Customer arranged	Up to $30 reimbursement per person (receipts required)	Reimbursement of reasonable costs (receipts required)	Up to $150 AUD/NZD reimbursement per room (receipts required)
Delay or cancellation outside our control^
Time	Credit voucher for the value of your flight upon request
3+ hours	If you do not travel because we are unable to re-book you on a Jetstar flight acceptable to you, and the purpose of your trip is void

*Delay or cancellation within our control includes engineering issues, Jetstar IT system outages, delayed delivery of baggage to the carousel due to resourcing issues, late cleaning/loading of catering to the aircraft, crew/staffing issues.

^Delay or cancellation outside our control includes weather events, air traffic control issues, industrial action by a third party, security issues.

Source: https://www.jetstar.com/au/en/help/articles/compensation-and-refunds

We had a recent flight where we were delayed 3 hours and 19 minutes. No meal vouchers were offered by JQ at the time.

My complaint so far:

Chat Started: Monday, January 24, 2022, 13:45:17 (+1100)

Chat Origin: Complaints English

Agent Kristine Jane S​

( 1s ) Kristine Jane: *Please do not share your credit card information, security code or CVV in this chat window.*
Hi, my name is Kristine Jane. How can I help you today?
( 1m 1s ) Kristine Jane: Are you still there? Let me know if you'd like to keep chatting.
( 1m 7s ) Revenge: We flew from MEL to OOL on Thursday. The departure was 3 hours and 19 minutes late. I am disappointed that we were not offered meal vouchers in accordance with Jetstar's own compensation policy.
( 1m 48s )Revenge: We had to buy our own food and drinks at the terminal because we were there such a long time. I would like compensation for the delay, the poor service and the food.
( 2m 26s ) Kristine Jane: Hello, Revenge. I am sorry to know that your flight has been delayed. I'm so glad you contacted us about that. Upon checking, there was a meal voucher that was a meal voucher that was offered by our Airport Staff. Did you ask them for it?
( 3m 52s ) Revenge: No. At the original gate they announced that there would be an aircraft change and the new boarding time would be 7pm at a different gate. Then the gate staff promptly left the gate. They did not offer any meal vouchers and disappeared.
( 4m 37s ) Kristine Jane: I am sorry to know about it. Would you like me to check if we can create a case for you?
( 4m 44s ) Revenge: Yes please
( 4m 55s ) Kristine Jane: Okay. Let me check.
( 6m 54s ) Kristine Jane: Thank you for patiently waiting. Please bear with me while I create the case for you.
( 7m 2s ) Revenge: Thank you
( 8m 24s ) Kristine Jane: You're welcome. Your case ID is xx_X. We aim to provide an outcome or an update within 7 business days, but it can sometimes take up to 15 business days.
( 9m 7s ) Revenge: Can I just check have you put that in for all 5 of the travelling party?
( 9m 25s ) Revenge: xx_xx_X
( 9m 36s ) Revenge: This complaint applies to each passenger
( 9m 46s ) Revenge: So we should get 5x compensation
( 10m 32s ) Kristine Jane: I am afraid there are only 3 passengers on this booking. Are the other two on different booking?
( 11m 23s ) Revenge: Yes we were 5 passengers travelling on 2 bookings. Booking refs xx_XX and xx_XX
( 12m 9s ) Revenge: I did put these details into the description the website asked for to start the chat.
( 12m 34s ) Kristine Jane: I see. No worries. I will just take note of it on the case.
( 12m 41s ) Revenge: Great thank you
( 13m 46s ) Kristine Jane: You're welcome. Is there anything else I can help you with today?
( 14m 52s ) Revenge: No that's all thank you
( 15m 9s ) Kristine Jane: Don't mention it. Thank you for contacting Jetstar and stay safe. Great to chat with you and I hope you have a great day! Bye for now.

A few days later I received this reply:

Thank you for contacting Jetstar. We're very sorry to hear about your disrupted flight.

We certainly understand the importance of getting a flight away on time and we aim to do this with every one of our flights. However, despite all the efforts we make, it’s sometimes unavoidable that a flight is delayed or that we have to cancel a flight on the day you’re due to travel.

We apologise if you weren’t accurately updated on what was happening with your flight. We know it doesn’t excuse the lack of service, or make up for the frustration you experienced - but please bear in mind that once a flight is delayed or cancelled, it can be hard for us to predict exactly how long the delay will last. The situation with the aircraft or airport can change suddenly or unexpectedly, and there’s always a huge amount of sorting out to be done behind the scenes.

Jetstar takes safety very seriously and we won't ever fly unless it's safe to do so. We recognise that the delay of your flight had a significant impact on your journey though and can appreciate your frustration.

Thank you again for contacting us. We very much hope we see you again soon, and that things go more smoothly the next time you travel with us.

Kind regards,

Jetstar Customer Team

So here goes another try...

Dear Jetstar Customer Care team

Thank you for your response to my complaint.

However, your response does not address the main part of my request, which was compensation. My flight departure was delayed for more than 3 hours for a reason within Jetstar's control, and under Jetstar's own published compensation policy, our travelling party should have been offered compensation in the form of meal vouchers. We were not offered meal vouchers or any form of compensation.

I now request that you compensate me and the other 4 travellers in our party in lieu of the meal vouchers which Jetstar failed to provide in accordance with its own policy.

As you know, we have a choice between Jetstar, Qantas, Virgin Australia and Rex flying between Melbourne and the Gold Coast. We selected Jetstar based on the timings of the flights as well as the overall advertised package. We are now let down by both. It is disappointing that you are not abiding by your own published compensation policy and if this is not resolved appropriately, we will choose to fly with more honest airlines in the future, and report your refusal to abide by your own terms to the ACCC.

Thank you

I get a feeling that JQ are not into the idea of compensation...

 

[henrus]

I have received overnight accommodation ~$120 and the $30 meal reimbursement before so it is possible, however with the meal vouchers they need to be requested at the airport.

Sadly it looks like you're out of luck now, out of interest do you still have the itemised receipts? It's unlikely they'll pay anything now but if they were to pay, they'd need a copy of the original receipt so they know what was purchased (you can't just list a dollar amount) likewise anything that is not food/non-alcoholic drinks won't be reimbursed.

At the end of the day the vouchers are typically $8 per person so for just $40 I'd say it's not worth wasting your time any more as you're likely to keep going around in circles for a long time before they pay up (if at all).

 

[Revenge]

I have received overnight accommodation ~$120 and the $30 meal reimbursement before so it is possible, however with the meal vouchers they need to be requested at the airport.

Sadly it looks like you're out of luck now, out of interest do you still have the itemised receipts? It's unlikely they'll pay anything now but if they were to pay, they'd need a copy of the original receipt so they know what was purchased (you can't just list a dollar amount) likewise anything that is not food/non-alcoholic drinks won't be reimbursed.

At the end of the day the vouchers are typically $8 per person so for just $40 I'd say it's not worth wasting your time any more as you're likely to keep going around in circles for a long time before they pay up (if at all).

You may be right unfortunately. To be honest it's not so much about the money for me, as much as the principle. I think it's poor form to make customers enforce JQ's own policy by requesting the vouchers. I didn't even know that was the policy until I got home. How are people meant to know to request the vouchers when the gate staff don't tell you that you're entitled to make the request?

 

[henrus]

How are people meant to know to request the vouchers when the gate staff don't tell you that you're entitled to make the request?

When the delay is big enough they do let people know via email, but lets face it giving people $8 for a 3+ hour delay is just pointless they'd be much better to role out a trolley with some bottled water and packet chips like I've seen many other airlines do.

Many years ago I had a JQ flight from NRT-CNS-BNE go tech after everyone had boarded. Everyone obviously had to get off and go back to the check in desks for further info. I was first off (sitting next to exit door) but I'd already got an email from JQ stating the new flight 24 hours later plus they'd reimburse up to 10,000 JPY of accommodation plus 30,00 JPY in food plus any transport deemed essential.

JQ didn't arrange accommodation but I managed to snag the last room at the airport hotel for exactly 10,000 JPY on booking.com. I actually don't mind this do it yourself approach, you pick what you organise so if you want to spend more than the $100 for something nicer then they won't stop you but will only reimburse the $100.

 

[NM]

Hi @Revenge. Are you able to share with any details of the cause of the delay? It would seem from Jetstar's initial response that they are suggesting that the delay was not within Jetstar's control. The policy you quoted clarifies what events are condifered in and out of Jetstar's control.

 

[Revenge]

Are you able to share with any details of the cause of the delay? It would seem from Jetstar's initial response that they are suggesting that the delay was not within Jetstar's control. The policy you quoted clarifies what events are condifered in and out of Jetstar's control.

Yes, it was an instrument issue which resulted in an aircraft change. I believe under the definitions provided in the policy, this would be within Jetstar's control.