I booked a return flight from Melb-Syd, I was due to depart on the 06.08.2010, unfortunately my Uncle passed away suddenly on the 03.08.2010, I rang Jetstar on the 04.08.2010 to advise them I wont be able to go to Sydney due to the death of my uncle, I was advised that they could give me a full refund and all I had to do was send through a certified copy of my uncles death certificate.
On the 25.08.2010 I faxed through my covering letter, death certificate and Jetstar Iteniary paperwork, on the 26.08.2010 I faxed through all the documents again three times, so in total Jetstar has received it 4 times. I rang on the 04.08.2010 with my initial enquiry, again on the 26.08.2010 to ask if they've received all my fax's, again on the 31.08.2010 & spoke to a staff member who promised me that someone will call me to resolve my issue and again on the 03.09.2010, I spoke to a Miyki who was so rude and abrupt and more or less told me that I wasnt entitled to a refund as my uncle is not classed as immediate family and that Jetstars Compassionate ruling is for IMMEDIATE family members only. Who the hell is Miyki to say that my uncle is not classed as immediate family, he is a father to me and someone who I hold very close to my heart.
The three other Jetstar staff members I spoke to did not say anything about me not being entitled to a full refund, what also gets me upset is that the tickets I purchased were also re-sold and I was told this by the three jetstar staff members that Ive been speaking with.
I am at the stage of waiting for someone to call me back as this issue has not been resolved, however I am sure I will have to call them back again sometime this week as they dont call back, I hope that someone from the Jetstar organisation goes through and reads all of these complaints that have been listed on this website, it is truly appalling the service received.