Confused call center staff

So, this recent Auckland to Wellington return flight has probably been the nail in the coffin. Previously, the experience with Jetstar wasn't entirely terrible, it wasn't great, but it wasn't bad. Until today.

First, the flight from Auckland to Wellington - cancelled due to "engineering". We get a free rebooking, ok that's fine. We even get rebooked until earlier. Instead of 4:45, we get to fly at 4. Great! Until we arrive at Auckland and our flight is delayed from 4pm to 5:15pm. No surprises there, but at least we get to Wellington.

Coming back from Wellington , well, that's a different story. Due to bad weather, all flights get cancelled. So we get told to call Jetstar's 0800 number and rebook. Which I do. First they tell me that they only have flights available on Wednesday at the earliest. I ask for more flights, they say they have nothing, so reluctantly, I accept. However, my girlfriend has other ideas. She then also calls Jetstar, she asks again, the call center staff then tell both of us that we had the option to receive a voucher instead of accepting the booking, however because I had accepted the booking earlier, they can't do it any more. I then ask her why the information about receiving a voucher was never given to me in the first place? If I had known I could have received a voucher, I would have taken that option instead. She says that she's sorry and says the best she can do is move me to the next available flight instead, which would mean a later flight, and here we are trying to get home earlier. After telling them it's unacceptable and that we were pretty much forced into a decision without knowing we had other options, I demand that we get the voucher instead. Within the same call, she all of a sudden says, "actually sir, there actually isn't a voucher option available". At this point, I'm now thoroughly pissed off, 5 minutes ago, you're telling me I could have had a voucher, now you're saying that there isn't one available. I then ask to speak to the manager, after which, after putting me on hold, she backtracks again, "Ok, sir, we can refund your money and get a voucher". Finally, Justice!

5 working days I will have to wait to get it, but seriously, the staff at the call center can't seem to get it together. First they deny us information, then they try to change the information they provide to us mid call. Sorry but not sorry for raising my voice at the call center staff. Stupidity like that deserves a high 5....to the face.

Domestic
New Zealand-Wellington
New Zealand-Auckland