Jetstar cancelled my flight 2 hours prior to boarding. At the gate, I was with my wife and two children, asked the representative to find next available flight to get back home. The representative only offered me to stay at a hotel for three days.(?) Then they will able to provide us another flight. Of course, I did not accept it because of my children’s classes and it's not fair!
I purchased another tickets from another company to get back home. Then, asked Jetstar to get money back.
Here is the our all conversation that they all offered me and my answers!
Thank you for contacting us. We understand that your flight to Singapore on 4 February 2017 was cancelled and that you would like us to provide a refund of your booking from another carrier.
I’m sorry about the impact this disruption had on your plans and that you weren't able to travel with us on this occasion. I can confirm that we have provided you with a refund of AUD $392 for your untraveled flight and it was processed last 8 February 2017.
Based on the conditions of your booking, we’re not able to cover any additional costs you may have incurred in this instance. If you have travel insurance you may wish to follow this up with your insurer to see if you are able to make a claim.
Cancellations are common challenge across the airline industry and happen for a number of reasons. Your flight was cancelled due to important crewing requirements. While we understand the inconvenience this may have caused, we will always follow the appropriate safety measures for our aircraft even if it means we need to change our schedule.
When these kinds of cancellations happen, we do our best to get our customers where they need to go as soon as possible.
As a gesture of goodwill however, I’d like to offer you and your family complimentary Jetstar Travel Voucher to the value of AUD $50 for each of you to use on a future Jetstar service. The vouchers will be emailed to you within 48 hours. Please take note of the terms and conditions printed on the vouchers.
Bookings must be made through Jetstar.com or Jetstar Telephone Reservations on 131 538 within 6 months of the date of this letter, for travel on any available Jetstar flights at the time you redeem these vouchers.
The vouchers aren’t transferable and must only be used by the recipient. Each voucher can only be redeemed in one booking, any remaining amount will be lost and no credit will be given.
Thank you for following this up with us. We hope that we see you again soon and that things go more smoothly the next time you travel with us.
John Dazer - Jetstar Customer Care Analyst
First of all, Can you please send me your cancelation policy that shows you are not able to cover any additional costs.
Second, I paid $890.76 for the round-trip tickets. Why did you give me a refund of $392 instead of $445 for my untraveled flight. You did not provide any service to me, but I still got lose my money. It is not fair!
Third, I will not use your service anymore. Why did you offer me to use your service again? I have already given you a change to have an experience, but you are not able to bring us back home. Why should we use Jetstar again? If we give you another chance, are you able to bring us back home? I do not accept your offer!
Last thing, Jetstar cancelled my flight 2 hours prior to boarding. At the gate, I was with my wife and two children, asked the representative to find next available flight to get back home. The representative only offered me to stay at a hotel for three days.(?) Then they will able to provide us another flight. Of course, I did not accept it because of my children’s classes. By the way If we stayed at the hotel for three days, it would have been more expensive than $50 Voucher, I think. Anyway! Also, I tried to find a solution to get back home, but nobody did not even try to help us. It was really a huge disappointment!