Advice on how to get a refund for a Jetstar cancelled flight

8 replies

docsimonm

Member since 29 Mar 2017

Total posts 29

Hello all

Yesterday I booked a Jetstar flight for my family and just three hours later they cancelled it. They offered to put me on a later flight (unsuitable) or a credit voucher to be used later (rather than a refund, surprise surprise!).

Obviously I want my cash back. I’m sure it’s possible - however after spending 2.5 hours waiting with VA yesterday also, I dread to think how difficult it will be to get a refund out of Jetstar.

Has anyone got any recent experience and hot tips to avoid waiting lengthy period on the phone or having to list to them tell me I can’t have one?

Thanks in advance!

tommygun

Delta Air Lines - SkyMiles

Member since 16 Oct 2017

Total posts 152

Depends on the reason for cancellation, see below from T's & C's. Beyond JQ control is credit only, within JQ control is refund if requested.

Event Beyond Our Control means weather events, air traffic control issues, industrial action by a third party, security issues or any other unusual and unforeseen circumstance which we cannot control and the consequences of which we could not have avoided.

Event Within Our Control means engineering issues, Jetstar IT system outages, delayed delivery of baggage to the carousel due to resourcing issues, late cleaning/loading of catering to the aircraft, crew/staffing issues or any other circumstance which we can reasonably control.

Grannular

Member since 31 Mar 2014

Total posts 204

If Jetstar refuse a refund, then call your bank and request a credit card charge back

GoRobin

Member since 07 May 2020

Total posts 12

Very interesting about the "beyond our control" clause. A company cannot exclude your consumer rights which are outlined in the Australian Consumer and Competition Act. So you need to delve into this Act to see about your rights for a full refund if the service provider does not fulfill it's obligation. I would guess that Jetstar has an obligation to refund and they cannot legally exclude your rights as set out in Act, even if they may try to do so by putting something in their T & Cs.

tommygun

Delta Air Lines - SkyMiles

Member since 16 Oct 2017

Total posts 152

I'm guessing with only 3 hours between booking and cancellation this was probably not a "beyond our control situation". GoRobin is right, T's & C's cannot exclude the Consumer Law. I'd say take it up with Jetstar, if the agent won't do a refund then ask to speak with a manager and make it clear that you know your rights. Failing success there I'd agree with Grannular about a credit card chargeback, I've done that before and succeeded. In the process I discovered that if your bank and the airline's bank are one and the same it might actually be easier to get the chargeback. My bank was stalling and all I needed to say was "if the airline's bank attempts to rely on specious or unsubstantiated claims, I will take up the response of that bank with AFCA: such claims cannot be accepted as “resolution” of the dispute under the Visa rules." The chargeback was processed with no further delay.


dm12

Member since 08 Feb 2018

Total posts 117

Originally Posted by tommygun

I'm guessing with only 3 hours between booking and cancellation this was probably not a "beyond our control situation". GoRobin is right, T's & C's cannot exclude the Consumer Law. I'd say take it up with Jetstar, if the agent won't do a refund then ask to speak with a manager and make it clear that you know your rights. Failing success there I'd agree with Grannular about a credit card chargeback, I've done that before and succeeded. In the process I discovered that if your bank and the airline's bank are one and the same it might actually be easier to get the chargeback. My bank was stalling and all I needed to say was "if the airline's bank attempts to rely on specious or unsubstantiated claims, I will take up the response of that bank with AFCA: such claims cannot be accepted as “resolution” of the dispute under the Visa rules." The chargeback was processed with no further delay.


mentioning AFCA is a good plan, apparently financial institutions have to pay a fee every time a complaint is lodged with AFCA, so if there smart they resolve the matter before it goes to AFCA.

flyme2themoon

Member since 23 Apr 2015

Total posts 14

Just use the ‘ask Jess’ chat box on their webpage - I’ve always been pleasantly surprised by the response and ability to resolve quickly.

docsimonm

Member since 29 Mar 2017

Total posts 29

Thanks everyone for your suggestions. I’ll let you know how I go.

docsimonm

Member since 29 Mar 2017

Total posts 29

Update for those who are interested:

1. Only way I could find to contact Jetstar was through their online chat. Can't find phone numbers on their website.

2. Online chat has a bot at the end of it. Bot attempts to answer my query, fail. Put through to "agent".

3. Agent states that as I chose a voucher (this is the only option when you attempt to rebook suitable flights, of which there were none), they are unable to do a refund due to "corporate policy" and "no one can change this".

4. Have lodged a complaint with ACCC.

5. ACA are unable to help in these circumstances.

6. Have disputed the charge on my AMEX.

People ask me why I hate Jetstar so much - it's pretty bloody simple - outright poor customer service in every department. Had to cancel a leg of a flight with Virgin recently and they were exceptionally helpful. It's not that hard.

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