We booked a ticket with Jetstar to fly from Christchurch to Auckland on the 13th of June, 2011. Around 11pm on 12th of June, we received a text message from Jetstar saying our flight has been cancelled due to volcanic ashes. Because we could not reach any Jetstar staff via telephone (probably due to intense number of calls from other customers at the same time), we decided to go to the airport anyways.
When we were lining up at the Jetstar queue at the Christchurch airport, one of the Jetstar staff where helping people in the long queue to fasten the process of the queue. She told us verbally that if we choose to rescheule our flight with Jetstar, then we will get a refund for our accomdation for the night up to $150NZD. We decided to check with if there are any available flight on the day via the counter staff anyways. When we reached the counter, the Jetstar stuff at the counter told us the same thing. So we rescheduled our flight with her at the counter to the next day (14th June).
Currently Jetstar refuses to refund our accomendation for the night (13, June) and says that they are not aware that they had the policy of refunding any accomendation fee due to flight cancellation on that day.