I SENT THIS EMAIL TO JETSTAR CUSTOMER CARE ONLY TO BE TOLD THAT THEY DID NOT RECEIVE MY EMAIL. AND FURTHERMORE, I CAN HAVE A LIVE CHAT. BEEN THROUGH ALL THIS BEFORE SO BACK TO SQUARE ONE. NEXT STEP IS "CONSUMER AFFAIRS DEPARTMENT"
Dear Jetstar Team,
Both my wife and I booked a flight from Honolulu to Sydney on the 15th of April 2019, JQ957, Booking Reference XC6JUL.
A few days prior to our departure we were informed that this particular flight was canceled and were being transferred to a Qantas flight leaving the same day.
As we had booked and paid for the max bundle, seat selection 1A and 1B, upfront and extra leg room we were expecting the same on our Qantas flight. We questioned our seating arrangement but was confronted by a very rude Qantas ground staff who refused to discuss our needs. We were ushered into row 65, a very uncomfortable long flight back to Australia.
I phoned Jetstar on our return only to be told that sorry No refunds or Credits for the things I didn't get. However, was advised that I could possibly go on-line and lodge a complaint and make the claim.
After contacting "Ask Jess" which was totally useless when it became apparent that the answers forthcoming once we mentioned Refunds the reply was constant " Do you want to change your name" Finally I was able to put my case forward on a description panel on Jetstar's portal. No reply was received from Jetstar. I further followed up with another email asking for a reply and a request for the refund but yet again no reply from Jetstar.
It is widely known on social media that Jetstar does not follow up complaints especially when it comes to refunds and hopefully that the case will be dropped ( A very bad Commercial Practice) Unfortunately our complaint will not go away and will pursue the matter should it not be resolved to our satisfaction.
I am just asking that under the "Consumers Law" that a refund is made or as frequent flyers with Jetstar on domestic routes, a credit note is issued that we can use without restrictions on future flights.
I expect that this matter is resolved with favorable results
11 JULY 2019
AFTER POSTING FURTHER EMAILS THAT WERE NOT BEING ABLED TO BE OPENED DUE TO A POSSIBLE SECURITY PROBLEM
I FINALLY MANAGED TO CHAT WITH JETSTAR WHO INFORMED ME THAT A REFUND WILL NOW BE FORTHCOMING BACK TO MY CREDIT CARD FOR THE WHOLE AMOUNT PAID FOR SERVICES NOT RECEIVED.
THANK YOU JETSTAR FOR SOLVING THE PROBLEM