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  Reply # 732182 13-Dec-2012 18:15
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Gooseybhai: 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.


I wouldn't accept vouchers. They will also likely have an expiry date. Don't think vouchers should have expiry dates. Some of the best retailers don't have any expiry dates on their vouchers, so you can keep them for years. The retailer is making interest on that amount you have paid for the voucher anyway, while it isn't being spent.

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  Reply # 732201 13-Dec-2012 18:41
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mattwnz:
Gooseybhai: 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.


I wouldn't accept vouchers. They will also likely have an expiry date. Don't think vouchers should have expiry dates. Some of the best retailers don't have any expiry dates on their vouchers, so you can keep them for years. The retailer is making interest on that amount you have paid for the voucher anyway, while it isn't being spent.


Did you pay for the insurance?
You will get the refund that way however less the insurance cost. 
Otherwise vouchers should be expected and they have a decent expiry date. 

I now travel Airnz after too many muppetness incidents with their call centre (and we were buying /paying full price fares,not the cheapo seats)


 
 
 
 


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  Reply # 732243 13-Dec-2012 19:56
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k14: This will be the last time we book with them more than 2-3 weeks before we fly.


Here, I will fix this for you. It now reads thus: "This will be the last time we book with them more than 2-3 weeks before we fly."




k14



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  Reply # 732255 13-Dec-2012 20:16
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ajobbins: 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/

Thanks for that, and the terms and conditions. I had a look through but couldn't find any details. Their website isn't the easiest to look through.

gregmcc: 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

No we paid by POLI to save the few dollar credit card fee. I never thought of that fee as an insurance but I guess it does have some use!

freitasm:
k14: This will be the last time we book with them more than 2-3 weeks before we fly.


Here, I will fix this for you. It now reads thus: "This will be the last time we book with them more than 2-3 weeks before we fly."

Potentially. But they aren't that bad if you need to get to somewhere in 2-3 days time. Air NZ might be $400 and Jetstar $120. But horses for courses, if you have to be there by a certain time on a certain day put the house on Air NZ getting you there.

I am semi confident of getting my money back. I think the call centre people are told to be difficult so that most people just give up trying. Will keep the thread updated with any developments!

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  Reply # 732377 14-Dec-2012 09:06
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I think Jetstar isn't as reliable as the big carriers, but when issues happen they get spiked. How many good customers get reported? Like a electronic device the smaller proportion of bad publicity sounds louder.

I've had changes to my international Jetstar fares but only minor changes that didn't affect my AirNZ domestic. My mum had a series of changes and on the phone they could not gaurantee of not further changes so in their advice she took Jetstar domestic as well so she would be covered for. But she had the flexibility to adjust her dates around (weekdays).

A small issue is that Jestar doesn't have so many domestic flights so even if they want to fix the issue they may not have the flexibility as AirNZ.

In terms of the sale fares, Jetstar isn't that cheap unless you get the v v cheap fares. I paid $1200 to Japan on JS. Add $100 for return fare for the food. I didn't have luggage but that would have been around $150-180 I guess b/c they charge them for each leg. At the time of booking fares, if you leave to later online it's more and it's more again at the time of checking in. Ie, AKL - Goldcoast - Tokyo so 6 legs return. The food was also just from Gold Coast to Japan the shorter leg from NZ-AU didn't have food, had to pay extra on plane or take your own. Also no flight entertainment, comfort kits ... which I just relied on my own phone. A nuisance nevertheless. I don't take laptops b/c it comes a lot bulkier ... .

Now that Air Asia has left NZ, we probably would continue to see less sale fares.

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  Reply # 732410 14-Dec-2012 09:56
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rayonline: I think Jetstar isn't as reliable as the big carriers, but when issues happen they get spiked. How many good customers get reported? Like a electronic device the smaller proportion of bad publicity sounds louder.


All well and good, but their lack of staff customer service training is pretty poor. You can still be a budget airline, enforce the rules and be polite about it - and not do crazy things like eject pregnant women from a departing aircraft on their return flight because they don't have a doctor's clearance, when you've already flown them on the first leg without requiring the clearance. That's just asking for trouble...

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  Reply # 732416 14-Dec-2012 10:15
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I have had Jetstar change flights on me in the past. They have sent a email with a Agrre to change link in it. I ignored the emails and eventually they sent me one telling me how to get a refund. They just put the money back in to my bank account or on to my credit card (can't remember which).

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  Reply # 732419 14-Dec-2012 10:22
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We had our flight time from Queenstown to Wellington in early Jan 2013 change on us, it was booked many months in advance. It doesn't bother us as we have nothing else planned for that day. If we had anything important on that day we'd have booked Air NZ, who seem much better for that sort of thing.




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  Reply # 732421 14-Dec-2012 10:25
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allan:
rayonline: I think Jetstar isn't as reliable as the big carriers, but when issues happen they get spiked. How many good customers get reported? Like a electronic device the smaller proportion of bad publicity sounds louder.


All well and good, but their lack of staff customer service training is pretty poor. You can still be a budget airline, enforce the rules and be polite about it - and not do crazy things like eject pregnant women from a departing aircraft on their return flight because they don't have a doctor's clearance, when you've already flown them on the first leg without requiring the clearance. That's just asking for trouble...


I have found jetstar over cautious. Sometimes with good reason, other times not. If something happened to a pregnant lady on a flight the airline would have been in serious trouble and then eveyone would have been demanding to know how she was allowed to fly.

Also when flying into Wellington from Auckland Jetstar flights are often cancelled (old fleet), while air NZ continues to fly despite the bad weather.

Best thing is not to fly with Jetstar if you don’t like the service. Low prices = Poor Service/Delays. When you buying a cheap seat, expect this kind of thing. I fly airnew Zealand because $40 is not really a savings when delays/cancelations take a day or two out of an already paid for holiday.

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  Reply # 732422 14-Dec-2012 10:25
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k14:
gregmcc: 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

No we paid by POLI to save the few dollar credit card fee. I never thought of that fee as an insurance but I guess it does have some use!


<Offtopic> In that case, think of the credit card fee as fraud protection insurance - POLI is the most dangerous insecure idea ever invented and the credit card fee is a small price to pay to not have to touch POLI with a 250 foot barge pole </Offtopic>

Side note, even if you did pay by credit card, it's generally a good idea to at least give the company a chance to put it right before going that route - and no, a single phone call to the company's low level frontline CSRs doesn't count.  Follow their process first, give them a reasonable time to sort it, then go nuclear on them if they still fail to front up.

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  Reply # 732457 14-Dec-2012 10:57
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People actually use POLi? Who would have guessed?!




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  Reply # 732476 14-Dec-2012 11:15
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ajobbins: People actually use POLi? Who would have guessed?!


I had to help my parents use it to book air nz tickets as it only works in some Web browsers. Even them it was very temperamental and needed multiple attempts after multiple crashes. People use it because otherwise the airline will charge a credit card fee but it has to be one of the Crappiest systems.

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  Reply # 732514 14-Dec-2012 11:51
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We paid by poli and it was the worst mistake I have ever done. Jetstar refused to accept that we paid even thou I had evidence from the bank. Got a run around from department to department for 5 stressful weeks as they cancelled our tickets because they hadn't received payment. In the end they finally accepted our payment and got the tickets re issued.
They are a budget airline and we won't be flying with them again unless there is a big price difference between airlines and we can soak up any delays etc.

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  Reply # 732525 14-Dec-2012 12:18
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sbiddle: Jetstar's official policy is that times don't represent part of their contract of carriage so they can change them as needed.


I could well be wrong here but I don't think this policy only applies to Jetstar nor any budget carriers - it also applies to (a lot of) full service carriers as well. Quite often the carriers' terms of contract is only to get from from A to B, regardless of time and date...

BraaiGuy: ....
Also when flying into Wellington from Auckland Jetstar flights are often cancelled (old fleet), while air NZ continues to fly despite the bad weather.


Actually Jetstar's fleet is not that old - in fact most of the A320 that they use on Domestic NZ and Trans Tasman flights are newer than AirNZ B737-300.  The problem is more in line with the budget nature of Jetstar's business - their aircraft have minimal ground time which means more (takeoff / landing) cycles - commercial jetliners "age" more/faster doing higher cycles than aircraft flyin long haul with less cycles.  Also, with a shorter turnaround time, if for any reason an aircraft has gone tech, the "domino effect" affecting flights later that day will be more significantly felt.  And yet another reason for Jetstar's operating model is that contrary to what they seem to advertise in the news, they don't dedicate any particular aircraft to NZ Domestic ops - their A320 is used across Jetstar (Australia/NZ) systemwide - that means an aircraft due to be operating, say, AKl-WLG, could be coming in from Perth earlier in the day via SYD, and any delays on the other side of the Tasman could mean flights have to be retimed/delayed. The point above simply means if an aircraft has gone tech, they don't have a spare aircraft readily available that can come in an replace it.

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  Reply # 732528 14-Dec-2012 12:23
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gregmcc: 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.



Ha, I remember someone else recently pulling you up on similar advice :).  Out of interest, what experiences have you had where you have charged additional for your time wasted for such matters?

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