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Topic # 68259 17-Sep-2010 19:46
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In 2 weeks my folks are due to fly up to Australia. Everything is booked, everything was going as planned, until today.

Today they got a letter from Pacific Blue telling them that they had been moved to another flight in the afternoon (from early morning to mid afternoon).

Unfortunately the afternoon is not a option as they are meeting up with family friends that are also flying in that morning on another airline.

So, you'd think a refund would be no problem since they moved you from the flight you were paid and booked for right?

It was outright refused. They will not give a refund even though they canceled the flight. The best they would offer was a credit with them that expires in 12 months!

I believe this is a horrible way of treating your customers. In fact, I would of thought it was borderline illegal.If you pay for a 12pm movie you don't expect your ticket to be moved to 9pm because the canceled the session and if they did you'd at least expect a refund not a credit which only lasts for 12 months!

Its like selling some one a black car and giving them a pink one because they are out of black. You wouldn't buy the pink car in the first place.

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  Reply # 381420 17-Sep-2010 20:00
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I would most definitely be expecting the option of a refund in your situation, I must say i have had great experiences with Pacific Blue in the past and nothing but horrible service in every shape and form from Jetstar. Need to work your way up to a team leader or such over the phone or at a desk to get any sort of refund!


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  Reply # 381426 17-Sep-2010 20:14
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Yes, try to talk to someone further up the food chain. You need to mention "good will" and "fair and reasonable".
Unfortunately, most airline tickets are issued with disclaimers against this type of occurrence, so a legal challenge may not be an option. Check the fine print regarding this, I may be wrong.

Cheers,




Michael Skyrme - Instrumentation & Controls

 
 
 
 


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  Reply # 381433 17-Sep-2010 20:38
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I'm assuming they haven't taken out travel insurance? If so they may be covered by this and entitled to a refund.

I'd take a guess right now and say the airline is simply complying with the terms and conditions of the booking. Anything less than a ~12 hour change is pretty reasonable as far as they are concerned.



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  Reply # 381436 17-Sep-2010 20:58
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Does this not fall under the CGA?? The service is not fit for its intention, as far as I was aware a company cannot write their obligations away under there own T&C

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  Reply # 381438 17-Sep-2010 21:08
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This is the very reason why insurance is made available, and even suggested by travel agents. If you read their terms and conditions of carriage, they are will within their right to change their flight times.

If the end, we are talking about a few hours here, not days/weeks/months later. They have, what most people will find, suitable solution. They cannot please everyone. You can try appealing to a manager, or it may be cheaper to pay for the other people to change to a later flight?

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  Reply # 381457 17-Sep-2010 21:53
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 I'd take a guess right now and say the airline is simply complying with the terms and conditions of the booking. Anything less than a ~12 hour change is pretty reasonable as far as they are concerned.




Yep. Time changes would be covered under the airline's conditions of carriage 



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  Reply # 381507 18-Sep-2010 01:04
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I know intentions may of been good but why did a mod change the post topic?

I wasn't intending the post as a question so much as a be aware, a warning to others.

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  Reply # 381586 18-Sep-2010 11:47
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This is what most people don't seem to understand when booking a flight. An airline agree's to carry you in exchange for your fare, they do not guarantee date/time/class/plane/seat or anything else, they just guarantee to carry you when they can. It would be the same with Air NZ and Jetstar. Should have got travel insurance.

You might have more of a chance of changing your flight times if you paid for a premium fare, rather than a Go fare, in which case your out of luck.

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  Reply # 381589 18-Sep-2010 11:50
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ArcticSilver: I know intentions may of been good but why did a mod change the post topic?

I wasn't intending the post as a question so much as a be aware, a warning to others.


Because at the end of the day you want your story to be read, so a crapstatic headline will bury it in search results, while a good sentence, with a question is more likely to surface when people search for this kind of problems.

You want this to be read, right?





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  Reply # 381635 18-Sep-2010 15:18
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itxtme: Does this not fall under the CGA?? The service is not fit for its intention, as far as I was aware a company cannot write their obligations away under there own T&C


How is the service not fit for its intention? It's clear the OPs parents wanted to fly to Australia on x date, that is what the airline is providing. How are PB supposed to know that they are meeting people at the other end? And even if they did, it's not really their problem. It's great if such situations can work out for people, but you're always at the mercy of the airline/elements. There could just as easily have been unforseeable events on the day that caused delays and mucked up the arrangements. If they were missing an ongoing flight as a result, THEN you could maybe argue the service is not fit for its intention, although you would probably need to advise PB of this in advance.

I had the same thing happen to me on Air NZ this time last year, it's a major PITA, but you can't do much about it. In saying that, Air NZ were happy to refund my flights and leave me to make my own booking with another airline of my choice, if I wished. Of course that would have cost me more, being much closer to the flight time, and I still would have had crappy flight times and worse service on the day.




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  Reply # 381641 18-Sep-2010 16:08
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NickiB:
itxtme: Does this not fall under the CGA?? The service is not fit for its intention, as far as I was aware a company cannot write their obligations away under there own T&C



How is the service not fit for its intention? It's clear the OPs parents wanted to fly to Australia on x date, that is what the airline is providing.


You forgot the part where they agreed to a set time...

How are PB supposed to know that they are meeting people at the other end? And even if they did, it's not really their problem.


They arent, but if you move the goal posts it should only be fair that a refund is offered, he isnt asking for a free flight - just the money back!!

I had the same thing happen to me on Air NZ this time last year, it's a major PITA, but you can't do much about it. In saying that, Air NZ were happy to refund my flights and leave me to make my own booking with another airline of my choice,


So you received your full entitlement under the CGA - a refund.

If you book a service for specific day, at a specific time for a specific location and it cannot be provided then under legislation (yes even flying falls under the CGA) you have the right to a refund if the problem is not able to be remedied - Air NZ did it, you said so yourself, whats so hard about it for PB

 



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  Reply # 381659 18-Sep-2010 18:11
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freitasm:
ArcticSilver: I know intentions may of been good but why did a mod change the post topic?

I wasn't intending the post as a question so much as a be aware, a warning to others.


Because at the end of the day you want your story to be read, so a crapstatic headline will bury it in search results, while a good sentence, with a question is more likely to surface when people search for this kind of problems.

You want this to be read, right?



Its not so much about changing it more that you changed my topic/warning post into a question.

I know this had the best intentions so i am not trying to stir anything up. I only wanted to point out that by changing the title you have changed the topic of the thread.



itxtme sums up my thoughts exactly on the matter. Its the part where you choose a time which you then book and pay for that gets to me. Why should you be selecting a time if it could be moved last minute? Why is it so hidden that a flight may move last minute?

This sort of information should be where the time is. ie: 2:00pm or later if low on bookings, or some thing like that. Not 2pm and may change in the terms and conditions.

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  Reply # 381740 19-Sep-2010 00:04
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I agree with itxtme.

At least Pacific Blues exit of the New Zealand domestic market will be greatly appreciated... Apart from all of the jobs that will be lost. I have never found Pacific Blue to be a descent airline EVER!

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  Reply # 381764 19-Sep-2010 08:47
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While everybody keeps quoting the CGA, claims for damages for delays etc are covered under Civil Aviation legislation.

While I sympathise with the OP, a case like this shows why people should buy travel insurance.


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  Reply # 381770 19-Sep-2010 09:02
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Starplay, I think you would be in the minority of people who appreciate Pac Blue leaving domestic. Competition = choice. Less competition means less choice.

Pac Blue jobs are not being lost (according to the press release) but being increased due to more international flying.




My views (except when I am looking out their windows) are not those of my employer.

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