18th Jun 2012, 09:53
G'day, the missus was supposed to be flying back up to Cairns this Friday for our anniversary (departs 16:35 from Tulla), but less than 72 hours out she just recieved a very basic email from Jetstar informing her that her flight has been cancelled:
"Flight JQ948 THURSDAY 21JUN from Melbourne - Tullamarine is cancelled. Please contact us on.."
No other details what so ever!
She's been in a telephone queue for the last half an hour, but still no avctual explanation!
I haven't dealt with this joyful airline for quite some time, but is this fair/normal? So far the only thing we know is that they won't be providing her another flight/service!
A refund is of no help to us less than 3 days out??
18th Jun 2012, 10:16
Not uncommon and unfortunately nothing you can do about it.
Virgin fly direct daily however that flight is likely full so she'll have to go on Virgin via Sydney or Brisbane.
Could be any number of reasons, passenger loading, scheduling issues.
I flew from Auckland to Melbourne last Wednesday and there were 27 people in economy, I'm surprised that one wasn't cancelled!
18th Jun 2012, 10:34
So far being told that she can have a refund or fly up next day.. But they won't move her return flight back a day.. Never allowing anyone I know fly jetstar again!
18th Jun 2012, 11:07
Ya get what ya pay for!
PS: .....and some times ya don't even get what ya pay for!
18th Jun 2012, 11:58
So far being told that she can have a refund or fly up next day.. But they won't move her return flight back a day.
Clearly she needs to visit Jaba's school of negotiating :}
First tip here is not to take it out on the person you are talking to, a quick story about how you need 3 days to visit your sick mother or whatever, and given they want to shift the flight up but not back that is really going to cause a lot of grief, so who can you put me through to who can help make this change, I understand its not your fault but someone in the food chain will be able to make this exception, so who can you transfer me to?
This takes the heat off the operator as they often can't change anything in the rules,but a more senior manager can exercise discretion and when given a please help me by being fair and reasonable, they will do what you want so long as it is not unreasonable.
Of course Alan Joyce will take your call tomorrow! :E
18th Jun 2012, 12:03
Last time this happend to me I asked them to rebook me on Qantas. They refused. I said I would have a refund thanks. They rebooked me on Qantas.
18th Jun 2012, 20:54
It's getting harder and harder to "re-book" on Qantas when Jetstar has taken all the routes! Particularly If you prefer a 737 or A320 over a Q400.
To put it into perspective, I understand Qantas only fly to Honolulu once a week.
Can't wait for Jetstar to start the LA run, then you'll hear some complaining!
18th Jun 2012, 22:57
Ya get what ya pay for!
Absolutely. It amuses me when people pay for no frills service then expect service with all the trimmings when things go wrong. You can't have it both ways (although some people try).
18th Jun 2012, 23:36
Often you can pay more on Jetstar than you do for the equivalent Qantas fare.
Look at Ben's comments in Crikey.com but it is also my experience.So the getting what you pay for line is not quite correct.
At least they notified you. Last year I was in Copenhagen and travelling with a big European legacy airline who cancelled my flight and didn't even bother to conatct me. Their excuse was that I was out of contact.Strange I said then why have I had all these sms s offering upgrades etc.
I wont fly with them again either.
18th Jun 2012, 23:41
Theres a difference between service and honouring a transaction/providing a reasonable alternative in a timely manner.
It is very hard to get money out of Jetstar. That includes refunds. Have a close look at what the "price beat guarantee" actually means. You have to spend even more with them to get it.