U2 concert 26 NOV - First, Jetstar check-in staff advised to purchase a new tickets with AirNZ and claim the refund through the call centre, now they refuse to pay.

I was checked in on the JQ254 from Christchurch to Auckland on the 26 of November. The flight was scheduled to departure at 17:40pm. At 6pm we were told that there is a technical problem with the aircraft. After many updates and conversations with an unfriendly Jetstar ground staff we were advised that the flight will not departure until after 9pm (it actually left CHCH after midnight) and also to purchase AirNZ tickets and claim the refund through the Jetstar Call Centre.

We have purchased the tickets and for the last 6 weeks we have been trying to claim the refund. Cutting the long story short, today, the Customer Care Team has advised that they will not issue the refund, so we don't have the choice but to take a legal action against Jetstar.

Is there anybody else with the same issue?

Domestic
New Zealand-Christchurch
New Zealand-Auckland

Comments

You can only claim a refund

You can only claim a refund for the Jetstar flight if it is cancelled. Seeing as though it did eventually take off you are not entitled to a refund.That is what you agree to when you click the I Agree to Terms and Conditions and are to cheap to fly with a full service airline. I went to the Melbourne and Sydney U2 concerts and they were F*****G awesome. Both sectors of my return flight (with Jetstar) were well ahead time, staff were friendly(most likely because I wasn't agressive) and the whole experience I couldv'e cried about how amazing it was. I do not know if you eventually missed the U2 concert but next time book an earlier flight so that if an aircraft is unservicable they can get you on the next flight which will still be before the concert, do not be agressive to the staff(they are nice to nice people) and read the Terms and Conditions. Air Travel is simple but you make it look complicated.

Jetstar do refund on delayed

Jetstar do refund on delayed flights.. I had one in Saigon delayed 3 or so times in the space of a few hours.. eventually the afternoon flight was delayed until 1am the next morning, as it was about 5pm and we were already at the airport, we bought a Vietnam Air ticket (at the high last minute price) and had Jetstar cancel our tickets- they refunded the money.. but it took months for the funds to reappear in my bank statement. (Perhaps 3 months - I'd have to check) Booking an earlier flight can often do nothing when flights are sometimes delayed by 8+ hours- booking with an airline that has frequent & regular departures is a better deal in my opinion. Customer service staff should be nice and helpful to all customers.. being helpful on a selective basis is prejudice.

You don't work for Jetstar,

You don't work for Jetstar, do you?

Actually I was very friendly to the staff, they were not. I travel quite a bit and I have to say it was the worst attitude I have experienced from any airline staff. Also, I am not claiming a refund for the Jetstar flight – actually Jetstar has already offered a refund for that flight. I am claiming a refund for the Air New Zealand tickets. Basically I was told (there was actually a group of us) by Jetstar to purchase a very expensive, last minute tickets with Air New Zealand and later claim a refund for it through the Jetstar’s Call Center. I did exactly what I was told to do, otherwise I would never pay over $900 for two one way tickets from Christchurch to Auckland. Now, Jetstar is refusing to pay, even if they provided a verbal guarantee in the first place.

It is time to claim it through the Disputes Tribunal.

PS. Yes, thank you to Air New Zealand we have made to the concert, it was unbelievable

Phil, thank you for your

Phil, thank you for your comment, I totally agree with you.

Well don't bother with

Well don't bother with getting a refund on the ANZ tickets. According to Phil you will be able to get a refund on the Jetstar tickets so go for that. However you cannot prove to a court that they told you that they will refund the ANZ tickets and they have no other legal obligation to refund you another airlines money. Phil I suggested he book an earlier flight because there are 5 return flights between Christchurch and Auckland per day and not every one of them is going to have an unservicable aircraft.

Just think of it this way. I dont know about you but the U2 concert experience was priceless and I would happily pay any sum of money to get to watch U2. I still cry when I look on youtube and see them at the concert. My personal favourite was Walk On because I have never seen a song been played with such passion and a purpose.

The prove shouldn't be that

The prove shouldn't be that difficult, I have a few witnesses. Yes, you right, normally an airline is not obligated to refund another airline tickets or really liable for any damage as a consequence of their failure. In this case however, I was following their instructions.

BTW Most of the early flights on that day were already fully booked.

@ Robert - I think you have

@ Robert - I think you have Buckley's chance of getting money from Jetstar for another airlines tickets.. you should have got the promise in writing. I do believe you when you say that you were promised such a thing- but even with witnesses I think it's probably expensive to mount a legal challenge and Jetstar know this. They will argue that everyone misunderstood.
@ Anonymous - Yes you have to work on the lowest common denominator when booking Jetstar tickets.. so Robert - it's your fault (according to Anonymous, Jetstar, whoever) you should have booked the flight that departs 2-3 hours before you really want to depart- or take my advice and just book with a slightly more expensive but more reliable carrier.

It will cost me only $33 to

It will cost me only $33 to claim it through the Disputes Tribunal - http://www.justice.govt.nz/tribunals/disputes-tribunal.
It is of course their fault, first the aircraft was faulty, which of course might happen to any carrier, it just happen to Jetstar too often, and then they should train their staff better, so they don't give misleading information.

Of course I won't fly with Jetstar ever again(I have actually an existing booking to Melbourne in the end of March which I need to cancel and rebook with a different carrier) and the $100 voucher they sent as a result of my dispute is a joke. What they were thinking why would I use their services again. It is very unreliable. It is not the first time I have an issue with their flights(late, canceled, etc), also some of my friends have experienced exactly the same issues. Enough is enough.

Phil if you actually

Phil if you actually confronted someone high up from Jetstar you would fall on your nees crying because you're all talk. You whinge and whinge and whinge whilst I'm trying to help this person not waste his time. Now I don't think you have ever been to a U2 concert so no one cares what you think. A U2 concert experience is worth more than $900, I can tell you that!!!! So Phil fly whoever you want(no one cares) and don't assume that because someone is giving advice on a Jetstar situation they are an employee.

Robert, you can try your luck with a disputes tribunal however if it were I, I would contact the Jetstar call centre or even better go into the airport and explain politely the situation and that you would like a refund on the Jetstar flights. Like I said you can try your luck getting the ANZ tickets refunded but witnesses aren't solid evidence and 9 times out of 10 you will be told to suck it up basically.

Anonymous, the refund of the

Anonymous, the refund of the Jetstar tickets is not a problem. I have already spoken with one of their manager and he did offer that. I have his name and employee id. $30 for the Disputes Tribunal is not much, I will be happy to pay it and take the case to the next round. Also, one of the witnesses is a lawyer, so this might help a bit.

Did you accept the refund?

Did you accept the refund?

Dear Anonymous - yes I've

Dear Anonymous - yes I've been to a U2 concert. In fact I agreed with you that if you choose to fly Jetstar - better to take the flight 2-3 hours before. Also I've written to Mr Bruce Buchanan CEO of Jetstar about a design fault in the Jetstar website on two occasions and never received any reasonable response- I think he just doesn't care and will one day retire on a multi-million dollar bonus. I don't fall on my knees crying and I don't see any of my comments as whinging.. if you think differently please quote one. If you want to defend Jetstar you are on the wrong website (check the heading at the top of this page). anything else?

Hello Robert, According to

Hello Robert,
According to your fare rules you are entitled to receive a refund if a flight is delayed more than 3 hours....i find it hard to believe Jetstar would refuse to refund you for the ticket....did you speak to a manager??

@Anonymous: No, I haven't.

@Anonymous: No, I haven't. That is not the refund I am claiming.

@Selene: I am not really after a refund for the Jetstar flight. I am claiming a refund for a tickets of a different carrier I had to purchase as advised by Jetstar. Simply speaking, Jetstar told me - our plane is faulty and it may not fly at all, so go buy Air NZ tickets if you want to get to the destination on time (actually 2 hours late) and we will pay for them. Now they are refusing to do so.

Since the site is going down,

Since the site is going down, here is my email in a case there is anybody who would like to contact me: robert.b9 at gmail.com
PS. Perhaps it is a time to open another similar site and share our jetstar experience.

Robert, how much would you

Robert, how much would you have got back from Jetstar had you accepted a refund? Assuming that you paid for the whole group, not just yourself, you wouldv'e recieved a reasonably comparable amount back would you not? You would want to make sure you win in court else they most likely will not refund you for either airlines money. If you play your cards right you can minimize the losses but if you make a mistake you will probably lose it all.
Phil you are joking right? The reason why your on this website is to whinge about Jetstar. Thats the idea of this website. Every time the whinge machine starts on again about how this refund took this amount of time and this flight was delayed and these people were rude to me, blah, blah, blah, blah. How precious do you want to be. Delays and unfortunate events are apart of every airline. You try and blast 50 aircraft weighing 70 tonnes around the country. I don't give a damn what their doing in Saigon. In Australia Jetstar has the lowest cancellation rate and the majority of flights are on time.

@Anonymous: I have only paid

@Anonymous: I have only paid for my wife and myself which was just over $900. The refund would have been roughly $250 for both of us just for the leg from CHCH to Auckland. I am meeting with a lawyer today and based on the advice I will take further steps, but I won't give up. I think this is the mistake most people do, they give up too early.

Wow! So its not all that

Wow! So its not all that comparable. Good luck! I think its a shame and unchararistic of Jetstar mislead you like this. I've flown them many times and recieved exceptional service within Australia. I do think that If some stupid employee told you and made you believe something that even you know budget airlines or any airline for that matter would do. It will be an interesting outcome.

I feel for you mate, but in

I feel for you mate, but in the end why on earth did you bother booking with such an unreliable airline such as "Shitstar" in the first place. You should have just paid a little extra and gone with Air NZ, at least you would have got there on time.

Shit ! if i had somewhere to

Shit ! if i had somewhere to be, ie a concert... i would probably make sure i got an earlier flight, just to be safe, incase something goes wrong! Bugger for you! Yea U2 were awesome alright. I actually find Christchurch staff the friendliest and best to deal with... (how you meet aukand staff??!!!!) - You were delayed... you were angry .. of course they seemed "rude" - who else are you gonna blame, take it out on!!