My grandma has just passed away and I am heading to her funeral. Our plane was delayed for two hours before they finally told us it had now been moved to 9.30am the next day. There would be no accommodation provided, and the staff had no sympathy or willingness to help - even though the while city of queenstown was fully booked. There were no beds in the city, and the airport is not 24 hours, this was communicated to jetstar staff but all they did was tell people to go and walk around the city centre to try and find themselves accommodation. So many people were stuck without anywhere to stay, and staff would not do anything, just kept repeating "unfortunately the airline will not be organising accommodation for you".
Apparently they weren't able to land due to weather, even though it was a perfectly fine day and three air nz planes landed in the meantime.. The guy at the service desk said I could get a refund via phone if I wish, but when I called the call centre they told me that since I had been booked for the next day (automatically!) I would no longer be provided a refund. Even though I explained my grandmother had just passed away and I needed to get to my family quickly, the woman was rude and unsympathetic. Atrocious service!
I had to call again to finally get my refund request sent through. We will see if it happens.
Never flying with this company again, the service is so terrible and I've never had a flight with them leave on time. Not worth it.