I SENT THIS EMAIL TO JETSTAR CUSTOMER CARE ONLY TO BE TOLD THAT THEY DID NOT RECEIVE MY EMAIL. AND FURTHERMORE, I CAN HAVE A LIVE CHAT. BEEN THROUGH ALL THIS BEFORE SO BACK TO SQUARE ONE. NEXT STEP IS "CONSUMER AFFAIRS DEPARTMENT"
Dear Jetstar Team,
Both my wife and I booked a flight from Honolulu to Sydney on the 15th of April 2019, JQ957, Booking Reference XC6JUL.
A few days prior to our departure we were informed that this particular flight was canceled and were being transferred to a Qantas flight leaving the same day.
As we had booked and paid for the max bundle, seat selection 1A and 1B, upfront and extra leg room we were expecting the same on our Qantas flight. We questioned our seating arrangement but was confronted by a very rude Qantas ground staff who refused to discuss our needs. We were ushered into row 65, a very uncomfortable long flight back to Australia.
I phoned Jetstar on our return only to be told that sorry No refunds or Credits for the things I didn't get. However, was advised that I could possibly go on-line and lodge a complaint and make the claim.
After contacting "Ask Jess" which was totally useless when it became apparent that the answers forthcoming once we mentioned Refunds the reply was constant " Do you want to change your name" Finally I was able to put my case forward on a description panel on Jetstar's portal. No reply was received from Jetstar. I further followed up with another email asking for a reply and a request for the refund but yet again no reply from Jetstar.
It is widely known on social media that Jetstar does not follow up complaints especially when it comes to refunds and hopefully that the case will be dropped ( A very bad Commercial Practice) Unfortunately our complaint will not go away and will pursue the matter should it not be resolved to our satisfaction.
I am just asking that under the "Consumers Law" that a refund is made or as frequent flyers with Jetstar on domestic routes, a credit note is issued that we can use without restrictions on future flights.
I expect that this matter is resolved with favorable results
...
ADDENDUM
11 JULY 2019
AFTER POSTING FURTHER EMAILS THAT WERE NOT BEING ABLED TO BE OPENED DUE TO A POSSIBLE SECURITY PROBLEM
I FINALLY MANAGED TO CHAT WITH JETSTAR WHO INFORMED ME THAT A REFUND WILL NOW BE FORTHCOMING BACK TO MY CREDIT CARD FOR THE WHOLE AMOUNT PAID FOR SERVICES NOT RECEIVED.
THANK YOU JETSTAR FOR SOLVING THE PROBLEM
Comments
Sent an email. Reply email
Sent an email. Reply email not received.I caught flight 518 to Sydney on Friday 5 July. I was appalled at the excess weight charge, and the lack of rational responses by the staff. I returned Sunday 7 July flight 527. The difference between the two flights was UNBELIEVABLE!
Return from Sydney.
* All luggage needs to be weighed.
* Together? Just put your two carry ons together with your handbag. Fine. Less than 14 kg. We had balanced individually for this flight anyway.
* To the next lady “take your water out, don’t want to weigh that.
* Friendly courteous but firm. Perfect.
Flight to Sydney.
This was more crowded, done close to boarding BUT STILL!
* We lined up together, an old 70 plus year old couple, in the middle of very young people. We had weighed our luggage anyway, but travel extensively and knew we were under. (Even Ryanair is better!)
* David my husband was weighed, under 6 kg. I was weighed (handbag with two bottles of water) and over. Threw them away and asked David to stop for combined weight or move something. He was told to along, not permitted to share!!!!!!! Rude, stupid, and I had to pay $60, when we knew our combined weight was under 14kg. I feel I have been robbed, and intend to send this information to the travel papers unless I am assured this is NOT the way your policy is generally implemented. I have already shared with friends who immediately decided other airlines may be better. I had a very small gift for my host, maybe 200 grams, that was the only difference!
Do we really need to unpack the dirty washing bag to even suitcases
Sent from my iPhone