We will pay for accomodation... NOT!!!

Our flight was cancelled (6.30pm NTL to MEL on 2/1/12) at 1.45pm, without sufficient notice to make the 2.30 flight. Upon calling Jetstar I was advised of next available Jetstar flights. I didn’t rebook at that time as we needed to rework our schedule. I called again around 10 minutes later to request the Jetstar cover the cost of the VirginBlue flight that afternoon which we could still make. Jetstar advised that they do not cover other airlines ticket costs and only next available Jetstar flight was available. I then booked the JQ475 for the next day. The agent advised that I would be eligible to claim for accommodation and also would be issued with a $100 voucher for each passenger on the itinerary. We have since received the $100 travel vouchers. I then called the call centre at 1.45pm on the 3rd once I was home to process our accommodation claim. The agent then advised that Jetstar do not cover these costs.

Jetstar have failed to meet your Customer Guarantee by denying the VirginBlue flight "if your flight is cancelled, offer alternative transport arrangements to get you to your destination at no additional cost to you". Your customer care agents also failed to refer my call to Customer Assistance Team after i noted I was not happy and Jetstar’s response was unacceptable advising that they cannot transfer calls to the complaints department. This again is in violation of your Customer Guarantee "If we are unable to resolve your issue on the spot, we will refer you to our Call Centre where we have a dedicated Customer Assistance Team to support you to solve more complicated issues over the phone.” And your customer care agents have also advised on accommodation arrangements and failed to note this in your system, which has now resulted in extreme frustration.

Jetstar have also failed to meet their commitment of covering accomodation costs....

Seriously, could they have stuffed it up anymore?

Domestic
Australia-Newcastle
Australia-Melbourne - Tullamarine

Comments

Kelvin, same happened to me,

Kelvin, same happened to me, only different flights - I was told that after Jetstar had cancelled our flight, and I had asked for a refund, that I had terminated "our contract" and therefore Jetstar were not responsible for my accomodation!

THey are a joke

They've outright lied to you.

They've outright lied to you. Maybe things have changed in 3 years but when I had a cancelled JQ flight one morning from NTL-MEL in Feb 2009, Jetstar organised buses from NTL-SYD and paid for most of the connecting services for passengers from SYD to MEL using Virgin and Qantas flights.

To be fair to Jetstar staff they were more than helpful, but their equipment and planes are scarily under-maintenanced.

Tim, we were flying from

Tim, we were flying from Danang to Ho Chi Ming city, had a seven hour stop over, and then flying to Darwin.

Our flight from Danang to Ho Chi Ming was constatnly delayed until being cancelled. I asked for a refund om the cancelled flight (which took 7 weeks to actually received) and then flew with Vietnam airways to Ho Chi Ming city, but still arrived too late to catch our flight.

My first correspondence with Jetstar I was told it was my responsibility, that I hadn't left enought time between flights (7 hours isn't enough!!) and that I had to wear the accomodation and other costs (note we flew out on the same flight the next day, so had to arrange accomodation in Ho Chi Ming, and lost accomodation in Darwin.)

After writing back, I was told that my query had already been answered, and that they would not help.

Thanks to this website, I sent an email to many of the recipients identified and finally had someone call me within 12 hours (again 7 weeks after the flights)

After argiung for a while with the Jetstar customer service representative, thay ran with the fact they were not responsible for charges as our"contract" ended as I asked for a refund.

In the end, I got an apology, and each passenger got a $100 voucher on Jetstar flights - eventhough we wouldn't fly with them again

Sorry Theo, I was replying in

Sorry Theo, I was replying in reference to Kevin, the original post.

Although noting the final "resolution" you got Theo, it sounds like they are good at tokens afterwards - we got a few pissy vouchers at the end of our debacle 3 years ago - which never have nor will be used.