Where MY refund

My Partner was ment to be on a flight to Perth form Melbourne when a storm hit melbourne stopping most of the flight thats fine BUT when you have heap of people waiting for the next flight only to be told it wasnt going to happen over 12 hours after it was known to staff that is terrible customer service what you ment to do he had flown from tas and had noone and nowhere to go we book another flight on Virgin and he managed to arrive in perth the very next day. My gripe is that we have not heard from anyone form jetstar to refund our fare for the flight or the excess luggage fee we paid. them we got THE EMAIL with a $100 voucher that had to be used with in 3 months and only the person who was flying could use. NOT GOOD ENOUGH JETSTAR we are out of pocket $500 and want it all back