Jetstar kindly emailed me at 0318hrs today to tell me my 0620 flight to Sydney was cancelled. Turned out that the alternative flights still could not get me to my conference on time. Is this something I should just expect? Lost expenses galore - flights, conference fees, return flight home etc. Sigh!
I have had a cancellation sms from JQd before. But I had inkling something was off when I tried to do OLCI and it would not allow me, it was T-24 prior to my JQd MEL - ADL flight. I didn't notice their first sms and then got the fright of my life when I noticed the sms re flight cancellation. Ran from QP in MEL T1 back out through security to buy a semi flexY ticket MEL - ADL as I couldn't wait till the next day for the replacement JQd flight they offered to me. As I had to drop my phone onto the tray for domestic security, I forgot to pick it up after passing through for the second time that day. Grr, not happy JQ. Though we should be lucky that we (you and I on these occasions), do get the sms.
Yes, this is normal for Jetstar and the reason why they are not a good option for business nor time-sensitive personal travel. I've learnt the hard way that they 1. fail and 2. don't fail gracefully. QF and VA may still have problems but they rarely fall apart so badly and, if you have status with them, they are particularly good. JQ's lack of status program (despite ownership, QF status is near to meaningless) means there is no way for their systems or staff to strategical prioritise messaging and rebooking. I've read of people here using Jetstar for business on the SYD-MEL route and maybe that works because JQ has a large number of flights to bump to (including QF flights??) but still it is not worth the hassle. Low ROI.
I can only recommend if you need to go somewhere important domestically fly QF or VA. Generally if something goes wrong QF can rejig their planes/network a lot easier.
My flight was cancelled once. They just changed the next flight to A330 to take all passengers.
happed to me once, SYD - CNS - KIX turned into SYD - MEL - NRT - KIX and JQ forced me to spend a 12hr transfer time in Melbourne. I had to buy the syd-Mel ticket on QF (they refused my request to put me on a later QF flight, yeah, QF ownership means nothing in this sort of situation) out of pocket to avoid wasting my life in transit. Still ruined my entire trip as I had multiple cancellations.
Legally JQ has no obligation to get you to destination on time. The ticket you have, i.e. The contract of carriage, only guarantee you to arrive in your destination, not necessarily on time. So if your flight is more than half empty, they can simply cancel your flight if it's not economically feasible and squeeze you into another flight. They have no other obligations. Any other compensations such as food or hotel vouchers is purely at the discretion of JQ.
You have ticked "I agree" in T&C, and refused to take travel insurance (as you have to manually select "No" with travel insurance) so legally JQ is fully covered.
I've taken 4 Jetstar flights and have had 3 of them cancelled. I avoid them at all costs - particularly for business travel. Part of the problem is that the next flight to your destination might be several hours away. Jetstar is always a no for me.
I've flown Jetstar plenty of times to varuous destinations domestic and international and never had a cancellation although there was one time where the flight departed 30 mins late.
On the other hand I hear Qantas regularly cancels SYD-CBR flights due to low loads.
Legally JQ has no obligation to get you to destination on time. The ticket you have, i.e. The contract of carriage, only guarantee you to arrive in your destination, not necessarily on time. So if your flight is more than half empty, they can simply cancel your flight if it's not economically feasible and squeeze you into another flight. They have no other obligations. Any other compensations such as food or hotel vouchers is purely at the discretion of JQ.
You have ticked "I agree" in T&C, and refused to take travel insurance (as you have to manually select "No" with travel insurance) so legally JQ is fully covered.
This is the same with all LCCs.
Not limited to LCCs I'm afraid. All airlines misuse market power to impose unreasonable terms e.g. they don't even have to fly you, they can substitute any other means of transport whatever the distance and time involved. Take it or leave it, they can do what they want. ACCC is useless at protecting consumers from this. Caveat emptor and good luck with travel insurance: the compensation is usually capped very low and excludes events that are "foreseeable".
I once had delayed flight (3hrs) from MEL to SIN flying Jetstar business class. Without even asking, upon check-in I was referred to the Qantas desk and was put on the QF flight in Business class. Was only QF Gold FF at the time. There are good stories to go with the bad.Â
There might be good news. I provided proof to them that the next flight they offered me would take me in too late to attend the conference. They say I will have a full refund in less than 10 days. Will my credit card insurance refund the conference fee?
Surely this cannot come as a surprise to people about Jetstar and it astounds me that the Australian travelling public continues to accept this as normal without any compensation. What happened to the Australian Air Travel bill of rights?
Saturday morning at 3am received SMS my 6am flight was cancelled. Flying home today got told my flight was delayed with no explanation and no hint of understanding what this does to peoples travel plans. This is normal operating procedure for JQ and either the staff get sick of defending the constant indefensible or they really don't care.
lind26
lind26
Member since 24 Apr 2014
Total posts 231
Jetstar kindly emailed me at 0318hrs today to tell me my 0620 flight to Sydney was cancelled. Turned out that the alternative flights still could not get me to my conference on time. Is this something I should just expect? Lost expenses galore - flights, conference fees, return flight home etc. Sigh!
Andrew Barkery
Andrew Barkery
Qantas - Qantas Frequent Flyer
Member since 21 Mar 2011
Total posts 433
I have had a cancellation sms from JQd before.
But I had inkling something was off when I tried to do OLCI and it would not allow me, it was T-24 prior to my JQd MEL - ADL flight.
I didn't notice their first sms and then got the fright of my life when I noticed the sms re flight cancellation.
Ran from QP in MEL T1 back out through security to buy a semi flexY ticket MEL - ADL as I couldn't wait till the next day for the replacement JQd flight they offered to me.
As I had to drop my phone onto the tray for domestic security, I forgot to pick it up after passing through for the second time that day.
Grr, not happy JQ.
Though we should be lucky that we (you and I on these occasions), do get the sms.
Hany
Hany
Member since 15 May 2017
Total posts 3
Yes, this is normal for Jetstar and the reason why they are not a good option for business nor time-sensitive personal travel. I've learnt the hard way that they 1. fail and 2. don't fail gracefully. QF and VA may still have problems but they rarely fall apart so badly and, if you have status with them, they are particularly good. JQ's lack of status program (despite ownership, QF status is near to meaningless) means there is no way for their systems or staff to strategical prioritise messaging and rebooking. I've read of people here using Jetstar for business on the SYD-MEL route and maybe that works because JQ has a large number of flights to bump to (including QF flights??) but still it is not worth the hassle. Low ROI.
moa999
moa999
Qantas - Qantas Frequent Flyer
Member since 02 Jul 2011
Total posts 835
Generally not normal, particularly on the first flight of the day.
Albeit not clear would airport you were flying from.
But could be numerous reasons - aircraft planned to operate flight had to turn back, sick pilot, crew, maintenance needed overnight not finished etc.
Luke49
Luke49
Virgin Australia - Velocity Rewards
Member since 17 Aug 2017
Total posts 28
I can only recommend if you need to go somewhere important domestically fly QF or VA. Generally if something goes wrong QF can rejig their planes/network a lot easier.
pkjames
pkjames
Qantas - Qantas Frequent Flyer
Member since 21 Jan 2017
Total posts 44
happed to me once, SYD - CNS - KIX turned into SYD - MEL - NRT - KIX and JQ forced me to spend a 12hr transfer time in Melbourne. I had to buy the syd-Mel ticket on QF (they refused my request to put me on a later QF flight, yeah, QF ownership means nothing in this sort of situation) out of pocket to avoid wasting my life in transit. Still ruined my entire trip as I had multiple cancellations.
Learn it the hard way :/
aklrunway
aklrunway
Qantas - Qantas Frequent Flyer
Member since 09 May 2011
Total posts 180
Flown them countless times and never had a problem
Michael Kao
Michael Kao
Qantas - Qantas Frequent Flyer
Member since 06 Nov 2014
Total posts 163
Legally JQ has no obligation to get you to destination on time. The ticket you have, i.e. The contract of carriage, only guarantee you to arrive in your destination, not necessarily on time. So if your flight is more than half empty, they can simply cancel your flight if it's not economically feasible and squeeze you into another flight. They have no other obligations. Any other compensations such as food or hotel vouchers is purely at the discretion of JQ.
rob01
rob01
Virgin Australia - Velocity Rewards
Member since 10 Nov 2011
Total posts 110
I've taken 4 Jetstar flights and have had 3 of them cancelled. I avoid them at all costs - particularly for business travel. Part of the problem is that the next flight to your destination might be several hours away. Jetstar is always a no for me.
anonymous
anonymous
Member since 24 Dec 2013
Total posts 159
I've flown Jetstar plenty of times to varuous destinations domestic and international and never had a cancellation although there was one time where the flight departed 30 mins late.
tommygun
tommygun
Delta Air Lines - SkyMiles
Member since 16 Oct 2017
Total posts 282
Not limited to LCCs I'm afraid. All airlines misuse market power to impose unreasonable terms e.g. they don't even have to fly you, they can substitute any other means of transport whatever the distance and time involved. Take it or leave it, they can do what they want. ACCC is useless at protecting consumers from this. Caveat emptor and good luck with travel insurance: the compensation is usually capped very low and excludes events that are "foreseeable".
twkgill
twkgill
Qantas - Qantas Frequent Flyer
Member since 17 Jul 2015
Total posts 18
aggie57
aggie57
QF
Member since 04 Apr 2014
Total posts 136
Happens all the time here in the US as well. United are particularly bad.
lind26
lind26
Member since 24 Apr 2014
Total posts 231
There might be good news. I provided proof to them that the next flight they offered me would take me in too late to attend the conference. They say I will have a full refund in less than 10 days. Will my credit card insurance refund the conference fee?
simulate
simulate
Member since 15 Nov 2016
Total posts 5
Surely this cannot come as a surprise to people about Jetstar and it astounds me that the Australian travelling public continues to accept this as normal without any compensation. What happened to the Australian Air Travel bill of rights?