Jetstar Voucher Rules

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Goosey

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#102846 23-May-2012 19:28

Would like your views on the following.

My wife obtained a $486.00 voucher from Jetstar to use within 3 months.
The reasons as to why she got this voucher were that previously booked travel wasnt required due to family circumstances at the time (family member passing away).

So, Jetstar issue this voucher and state it must be used within 3 months.
Me, husband goto use it and book for some travel at her request thinking whatever we dont use we will book as seperate flights on other dates (as we travel domestically every month to visit family and friends).
The cost of the booking was $200 or less.

Guess what ! We proceed to book another flight and use the remaining voucher money and we cant !
Jetstars rules say you can only use the voucher number once. (and yes it was in the small print we discovered later).
Im not sure what they will gain by keeping my wifes $286.00,

My question is, how do they think we could use all the $486 in one domestic booking (i.e. Auckland - Christchurch return)....especially with their everyday 'low fares'.

We have got 4 return flights booked with Airnz starting next month (as we like to go see my mother more so than ever since my father passed away as per above). Could have eaisly been a few flights with Jetstar.

Thoughts anyone? Do you think I can actually get Jetstar to issue a new voucher for the remaining balance (afterall it is our money)!

Oblivian

7302 posts

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#629611 23-May-2012 19:55

The hard thing about handing money in exchange for vouchers.. they get worth less than what they are loaded on/printed on and theres not a thing we can do about it.

I have had multiple b-day pressie loaded cards from different places. I just dont shop.. and accidently let one 'expire'

Could see the $40 sitting there when they checked on their (and public) system, but as the card had 'expired' from being a virtual visa.. "Sorry, that money is now ours because you didn't use it in time"

So in short.. these days, unless its cash. Don't touch it. :(

http://www.consumer.org.nz/reports/gift-vouchers

mattRSK

822 posts

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#629614 23-May-2012 20:06

I only ever fly with AirNZ now. Its just not worth the hassle Jetstar.

Goosey

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#629617 23-May-2012 20:17

We do make a rule to fly Airnz, however given the circumstances at the time, decision was to go with Jetstar.

GRRR

Wife's not happy. Wheres 'Ian Stables' when you need him !

rphenix

985 posts

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#629673 23-May-2012 22:47

Its jetstar... I have a few no flys jetstar,tiger airways, ryan air. Ill take a train or kayake first

trig42

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#629704 24-May-2012 06:32

Go to fair go.
That sucks, if the voucher was a refund for a flight you didn't take and you were entitled to it (ie. you had originally purchased a refundable fare).

What's with the 3 month expiry too?

itxtme

2102 posts

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#629771 24-May-2012 09:46

trig42: Go to fair go.
That sucks, if the voucher was a refund for a flight you didn't take and you were entitled to it (ie. you had originally purchased a refundable fare).

What's with the 3 month expiry too?

With the ash cloud this is what they were pushing - get our voucher. I read the conditions on the voucher and it stated must be used within 6 months for a flight no more than 1 year ahead. That was enough for me, REFUND. I couldn't believe that after all of the mess with cancellations they wouldn't put reasonable terms on the vouchers..

khull

1245 posts

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#629858 24-May-2012 13:33

I've decided against flying Jet-1-star after seeing live cockroaches running around the cabin. 1 star logo for 1 star service. That is not to imply I am happy with the pricing AirNZ offers.

Sharesies

Trade NZ and US shares and funds with Sharesies (affiliate link).

mattwnz

20164 posts

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#629873 24-May-2012 13:51

Gooseybhai: Would like your views on the following.

My wife obtained a $486.00 voucher from Jetstar to use within 3 months.
The reasons as to why she got this voucher were that previously booked travel wasnt required due to family circumstances at the time (family member passing away).?

So, Jetstar issue this voucher and state it must be used within 3 months.?
Me, husband goto use it and book for some travel at her request thinking whatever we dont use we will book as seperate flights on other dates (as we travel domestically every month to visit family and friends).?
The cost of the booking was $200 or less.?

Guess what ! ?We proceed to book another flight and use the remaining voucher money and we cant !?
Jetstars rules say you can only use the voucher number once. (and yes it was in the small print we discovered later).?
Im not sure what they will gain by keeping my wifes $286.00, ?

My question is, how do they think we could use all the $486 in one domestic booking (i.e. Auckland - Christchurch return)....especially with their everyday 'low fares'.

We have got 4 return flights booked with Airnz starting next month (as we like to go see my mother more so than ever since my father passed away as per above). ?Could have eaisly been a few flights with Jetstar.

Thoughts anyone? Do you think I can actually get Jetstar to issue a new voucher for the remaining balance (afterall it is our money)!?

If you paid cash originally, and they gave you a voucher with those sorts of conditions on it, I would have asked for a refund instead. When I have used vouchers in the past, they do give you change, or another voucher for the difference, as I don't think those conditions are fair, but I don't think there is too much regulation on vouchers. I think that is normal practice. Also if you get one of those voucher cards, they only deduct what you use, and you have still got the balance. I would take that further. Fair Go have done stories on Jetstar in the past I believe. Contact fairgo on their facebook page.
The best vouchers are those that the reserve bank produces, and never expire, called bank notes.

Talkiet

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#629922 24-May-2012 14:58

Hang on, the conditions were clear though right? You just didn't read them when the voucher was issued (or in fact redeemed until your attention was drawn to it)?

If this is in fact the case then as unpopular as this opinion may be, it would seem they are well within their legal rights.

Sure, complain in the media, complain that's it not fair and maybe you'll embarass them into making an exception but the only sustainable good result from this is if you learn to read the small print.

Note that I don't fly Jetstar/QANTAS anymore (last 10 years) and have often paid significantly more to fly on other airlines. I don't recommend them to anyone and other airlines aren't perfect. I just get annoyed when individuals don't seem to think that the documented terms and conditions shouldn't apply to _THEM_

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

mattwnz

20164 posts

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#629924 24-May-2012 15:02

Talkiet: Hang on, the conditions were clear though right? You just didn't read them when the voucher was issued (or in fact redeemed until your attention was drawn to it)?

If this is in fact the case then as unpopular as this opinion may be, it would seem they are well within their legal rights.

Sure, complain in the media, complain that's it not fair and maybe you'll embarass them into making an exception but the only sustainable good result from this is if you learn to read the small print.

Note that I don't fly Jetstar/QANTAS anymore (last 10 years) and have often paid significantly more to fly on other airlines. I don't recommend them to anyone and other airlines aren't perfect. I just get annoyed when individuals don't seem to think that the documented terms and conditions shouldn't apply to _THEM_

Cheers - N

There is a difference though between what is 'legal' , and what is 'moral' and the right thing to do for the customer. It doesn't sound like they were specifically informed of the conditions, when they agreed to accepting the voucher, although there is obviously two sides to every story. Sure it may have been on the fine print, but they probably sorted it out on the phone, so they possibly weren't aware of the conditions until they received the voucher. Infact the post does say they weren't aware of the terms until later, which indicates that they weren't specifically told of the conditions of accepting a voucher as a refund. Those conditions are pretty major, so I would expect them to be told them.

wallop

367 posts

Ultimate Geek

#629926 24-May-2012 15:04

Reading the original post you say the travel did not occur due to your circumstances. So was'nt the voucher given as a gesture of goodwill not as a refund that you were entitled to? If I'm wrong let me know, it's just the way I read it.

I have just had flights cancelled by Jetstar and as the alternatives were no good they gave me my money back.

Colinspocket

30 posts

Geek

#629961 24-May-2012 15:58

Did you purchase travel insurance?

You say you have a general rule not to fly Jetstar, I guess you should have expected this if you decided to break you rule. You also say that this situation arose after you read the conditions after you had accepted them? When dealing with a company you are skeptical of why would you not be perfectly clear what you're getting into?

Disclaimer: I am biased because my partner is an ex-Jetstar employee and my flatmate is a current Jetstar employee, but I will ask them about this when I get home later. Who knows, they might shed some light on how to get around your situation!

In general I have no sympathy for Jetstar bashers and the like, I have had (including pre-knowing anyone working for them) nothing but great experiences with Jetstar. Also I'm more than happy to be flexible with my travel plans, book early, and accept offers (free flight vouchers, refunds etc) from them when they mess up my flights, and enjoy having super cheap flights and great service! Flight attendants and ground crew are people too, and being nice gets you a loooong way when they deal with super-angry customers who don't understand their policies all day.

mattwnz

20164 posts

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#629992 24-May-2012 17:26

Colinspocket: Did you purchase travel insurance?

You say you have a general rule not to fly Jetstar, I guess you should have expected this if you decided to break you rule. You also say that this situation arose after you read the conditions after you had accepted them? When dealing with a company you are skeptical of why would you not be perfectly clear what you're getting into?

Disclaimer: I am biased because my partner is an ex-Jetstar employee and my flatmate is a current Jetstar employee, but I will ask them about this when I get home later. Who knows, they might shed some light on how to get around your situation!

In general I have no sympathy for Jetstar bashers and the like, I have had (including pre-knowing anyone working for them) nothing but great experiences with Jetstar. Also I'm more than happy to be flexible with my travel plans, book early, and accept offers (free flight vouchers, refunds etc) from them when they mess up my flights, and enjoy having super cheap flights and great service! Flight attendants and ground crew are people too, and being nice gets you a loooong way when they deal with super-angry customers who don't understand their policies all day.

I don't think they were complaining the service. They said that they normally fly AirNZ as a rule, not the otherway around. I for one am glad they exist, as it is good for the consumer with the lower prices with the competition, and gives people more choice. It sounds like they were concerned about the voucher that they were given as a refund, and the conditions.

wallop

367 posts

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#630002 24-May-2012 18:00

+1 on the competition. I can remember when it was cheaper to fly to Aussie than Christchurch to Auckland.

Goosey

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#630022 24-May-2012 19:20

Hi,

Yes we did have their insurance.
However at the time of wanting the refund, the best option for us was to take the voucher as time didnt permit us in trying to write to the insurance provider jetstar uses to try and claim a refund.

Ultimatley our fault for not reading the small print in the voucher.
However, my original question stands... how can they possibly think that placing the 'use once and lose the balance' is fair and consumer orientated. Im sure they would want to retain customers long term.
The money was ours to begin with and we purchased the higher price tickets because there was no other option and the tickets were needed for travel ASAP. Its not as if we were being thrifty budget travellers waiting for the cheap flights and making a booking.

I'll see if the wife wants to post it to fair go. Im not expecting any action by Jetstar....im sure they will stick to their guns (even though it contradicts their vision and brand position statements all over their website).