Jetstar refund???

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k14

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#112596 13-Dec-2012 16:06

Before anyone comes out with it, yes I know, don't fly jetstar

Alas, me and my wife booked the flight back from our christmas holidays Auckland to Queenstown on 6th of Jan with Jetstar (all to save $40 over Air NZ). Originally it was scheduled to leave at 11:50 from Auckland, which was good seeing as we have something on first thing that morning in Auckland. A few weeks ago Jetstar decided to change the departure time, now it is 9:05, not allowing us to have time for our plans on that morning. So no worries I thought, it was their choice to change the departure time so surely they'd give us a refund and we'd be able to book on Air NZ for a midday flight.

So I tried their call centre which was a waste of time. The people on the other end have no idea what to do, they just read everything from a script. They offered to change me to the 7am flight (yeah thats going to help) or to fly on Monday (no we have work to be back for), there are no more Jetstar flights to Qtown before the next day. So now our only option is to take the midday Air NZ flight and hope that we can get our money back. After a lengthy discussion with the call centre lady she eventually told me to lodge a claim through their website using the online enquiry form. After submitting that it says it takes 15 business days for them to get back to me.

I put the form through but have no idea on what my chances are at getting our $280 back. Surely the consumer guarantees act applies here? A good/service must be fit for the purpose intended? We originally bought the fare to fly at 11:50, they changed the time so they didn't hold up their end of the bargain and thus I am entitled to a refund. The customer service rep said the terms and conditions say no refund is allowed with this class of fare but surely that is irrelevant, it can't take precedence the CGA?? Unless there is some case law that somehow found in favour of an airline that has done this before??

We've had to book the Air NZ flight (which cost $320) so I really hope that we get the money back from Jetstar. Anyone have some suggestions?

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563 posts

Ultimate Geek

#732125 13-Dec-2012 16:14

If they don't come to the party you could probably threaten to go to the Disputes Tribunal. Would cost you time and $ though, so it would depend on how much you value your time.

k14

629 posts

Ultimate Geek

#732128 13-Dec-2012 16:19

wongtop: If they don't come to the party you could probably threaten to go to the Disputes Tribunal. Would cost you time and $ though, so it would depend on how much you value your time.

Yes that had certainly crossed my mind, it's more the principle because they shouldn't be able to willy nilly change the time of a flight without offering a refund option. This will be the last time we book with them more than 2-3 weeks before we fly. To be honest I have actually had pretty good experiences flying with them up till now but know of plenty of people that have had the run around from them.

sbiddle

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#732137 13-Dec-2012 16:28

Jetstar's official policy is that times don't represent part of their contract of carriage so they can change them as needed.

Jetstar is a good option if you don't mind getting to your destination cheaply +/- 7 days either side of your indended arrival. For anything time critical forget them.

tonyhughes

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#732141 13-Dec-2012 16:32

Don't fly jetstar.

mattwnz

20141 posts

Uber Geek

#732142 13-Dec-2012 16:35

Although I sympathise, I am a bit over people complaining when buying budget services. You get what you pay for, pay a reasonable price, you get reasonable service. What I have heard, it is common for flight times to change with them. If they say 15 days, then give them that time. Sounds a long time though to wait. If you don't hear back write their CEO a stiff letter, giving them period of time for a refund, otherwise you will go to the disputes tribunal. If you paid by credit card, you could also try claiming a chargeback with your credit card company, if you don't hear back from them. They may offer you a credit to use on another flight, which you may find acceptable.

minigopher17

281 posts

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#732143 13-Dec-2012 16:35

Don't get me started about Jetstar...

MikeSkyrme

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#732147 13-Dec-2012 16:40

I too was unfortunate enough to purchase a seat on a Jetstar flight between Singapore and Auckland (because SIA had nothing available when I needed to fly).
I purchsed business class as there is at least the chance of getting fed and watered and I can actually fit in the seats....
Upon check-in at Changi, I was informed that the flight was 8 hours late. Yay. No prior notice, no email, no SMS, nothing.
Jetstar management were convenienrtly not available for comment at the time of check in and the check in staff were unable to offer anything in the way of a solution to my travel requirements. No vouchers for hotels or meals were available (although, to be fair, the business class lounge was available, but 8 hours longer in one of those is not as nice as it may sound) and definitely no assistance available to find an alternative flight.
The only feedback I have manged to get is as per SBiddle's comments, that being, times or arrival and departure are not part of T's and C's.
I fly that trip approx 9 times per year, any chance they had of gaining my business, has well and truly gone.
I hope you are successful in gaining a refund.
On another note, has anyone heard any updates on whether airlines will start being fined, and be required to compensate customers for delays yet?

Michael Skyrme - Instrumentation & Controls

Equinox IT

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ajobbins

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#732148 13-Dec-2012 16:41

Fair Trading Act may apply.

"If a supplier cancels or alters travel arrangements without consulting a customer, the customer has the right not to proceed with the travel plans.

Customers can only legally be charged cancellation fees, or be asked to forfeit a deposit, if they have cancelled or altered travel plans themselves. Customers should be told in advance if a cancellation fee is payable."

http://www.taanz.org.nz/fair-trading-act/

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wellygary

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#732151 13-Dec-2012 16:46

If you paid by credit card lodge a chargeback with your bank......

ajobbins

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#732155 13-Dec-2012 16:52

Also, from the Jetstar Conditions of Carriage:

"9.1 (c) If, after you pay for your Booking, we make a significant change to the scheduled departure time of your flight or the flight is cancelled (except where this is due to circumstances beyond our control) and:

- this change means you are unable to use your Booking for its intended purpose, and
- we or our Authorised Agents cannot book you on another flight which you are prepared to accept;

we will give you a fare refund. Unless otherwise required by law, we will not be responsible for paying any costs or expenses you may incur as a result of the changed time or cancellation."

The question is how 'significant change' is defined. You could argue that the few hours difference is significant enough for the flight to no longer be used for its intended purpose.

http://www.jetstar.com/nz/en/conditions-of-carriage

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gregmcc

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#732164 13-Dec-2012 17:17

Simple fact is no mater what Jetstar say they cannot contract out of the CGA.

They offered a specific service at a specific time (irrelevent if they start claiming the time isn't part of the contract) they must provide what they offered or fully refund as set out in the CGA.

If they start giving you the run around, keep track of the time you have wasted sorting this out, you are entitled to additional costs that relate to dealing with the problem, such as hours wasted on the phone waiting to talk to someone, filing fee with the disputes tribunal, make them aware of these facts when you request the refund.

mattwnz

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#732170 13-Dec-2012 17:45

The thing is that I have family members who have used jetstar and complained to me about them, and said they would never use them again. But blow me down, the next holiday they go on, they again buy jetstart tickets. This time though they didn't have problems. I am guessing perceived low cost is a big influencing factor. I have never used them myself. Prefer to support our local carrier.

Goosey

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#732171 13-Dec-2012 17:47

Jetstar will most likley give you a voucher as a credit and this voucher can only be used once without any change given.

i.e. voucher for 200$ and the flight costs 100$, then they keep the $100.
They wont budge on that and will simply ignore any request to get that money back thats rightfully yours.

Goosey

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#732172 13-Dec-2012 17:48

I dont know why people want to fly jetstar anyway. AIRNZ have great pricing and dont have as many numptys travelling and carrying their entire house in their carry on luggage (except the tourists).

gregmcc

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#732173 13-Dec-2012 17:50

Did you pay by credit card?

If so head down to your bank and get a chargeback done, this will make jetstar take some action

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