We booked a return direct flight from Cairns to Auckland.
Four weeks out from the flight I had a call to say the flight was cancelled, no reason, just not flying direct anymore. No apology, I could have a refund or fly through Melbourne...a 15 hour journey each way!!! not even departing on the same days.
To make it worse, the return Auckland - Melbourne flight arrived at 11.25pm and the next flight to Cairns departed at 6am - all night at an airport...nice!!!
I asked if we could break the journey in Melbourne and overnight each way...making the journey just bearable. There were no options - take the alternative flight on offer or a refund, when I complained about the lack of options...I mean what about flying through Brisbane... surly that would be quicker.
I was told I would have to complain to Qantas! (on their web site) to plead my case of wanting to "stop over" on our journey. You guessed it...Qantas directed me back to Jetstar!.
...Well...I rang them back... after a long automated voice prompt system that got nowhere, I waited another 8 minutes to talk to someone... in asia...well he could speak english but he couldn't understand what I wanted to do and just wanted to move me to the Melbourne flight!. I guess the more calls they answer the more money they get paid, that was the feeling.
In the end out of desperation, I took the option of a refund...Ohh he would put in a "request" for a refund, it will take up to 4 weeks!
Now I'm just over going on holiday & have to cancel accommodation, rental cars and catchups with friends - we are really disappointed.
We will rebook our trip later ... once I'm over this, but I will use may brain this time and book Air New Zealand to avoid all this trouble and disappointment.
Actually... I suspect Jetstar wanted us to take the refund from the outset as it was the cheaper option for them, rather than flying us down the country then across the Tasman.
Jetstar the airline that will ruin any holiday plans you ever have ... never again !
Comments
In a similar position;
In a similar position; although I havent even been contacted to say that my flight was cancelled, I read about it in the paper! I wont post any details till I get Jetstar's promised return phonecall with their counter offer. But as a Complaints Manager (yes, the job from hell!) my understanding of Consumer Law is that if one party breaches a contract the other party is entitled to compensation of equivalent value AT THE AGGRIEVED PARTY'S CHOICE. That is, a simple offer of a refund may not be enough; to advertise a good or service and then withdraw it could put a company in breach of consumer law. Sadly, community opinion is that airlines are "different"
In my opinion Jetstar should be bending over backwards to arrange flights on Qantas (same company!) for all the stranded Aussies. Many like myself will have travel insurance, which covers Additional Expenses for cancelled flights. That should mean the extra cost of accommodation and flights on another carrier should be covered, in my understanding. But it's' Jetstar's travel insurance; maybe they will offer me a refund on that too? Hmmmm, I can feel a Class Action coming on!
Airlines need to change there
Airlines need to change there schedules sometimes....Get over it!!!! its all part of traveling. It dosnt matter what they offered you you'll always find something to bitch about..