Am I really out $1600 - Jet Star

[JB expat]

On 15 Jan, I booked 4 tickets on Jet Star to Honolulu for November...today those 4 tickets are $1600!!!! less (in total, not per ticket). That is a HUGE difference. I am a Qantas Gold FF and have been for approx 10 years and they can probably see by my upcoming bookings that I will again meet the Gold requirements for this current annual period. Is there any chance in my receiving a refund? I've called their customer care (what a misnomer) centre and they took all my info and submitted a form for someone to contact me - I was fairly insistent on speaking to someone with authority...but apparently there is no one "caring" with authority available. I also used the case reference number the person on the phone gave me to submit a message online.

Thanks

 

[blackcat20]

I'm afraid you are out of luck. Ticket prices fluctuate and it's up to you to decide when to bite. Can you imagine an airline contacting you for more $$ if the price went up after you booked?

 

[AIRwin]

There is a Friday Fare Frenzy sale on HNL flights from BNE/MEL/SYD ending tonight for travel from 10 Mar to 15 Dec 2015. Do your bookings include a bundle which may entitle you to cancel for a fee that will still be more than offset by the fare difference?

 

[JB expat]

That is the first thing I checked - I'd happily absorb a change fee but they seem to be non-refundable. However, they also have a document called "JetStar Customer Guarantee" posted on their website and it states "You will get what you paid for" - if what I paid for is now worth $1600 less, shouldn't I then be entitled to the $1600 based on their own Guarantee?

 

[Warks]

So what did you pay for your tickets? (if it's not rude to ask?)

 

[AIRwin]

That is the first thing I checked - I'd happily absorb a change fee but they seem to be non-refundable.

How about adding the bundle now and then cancelling the bookings if the change fees will still be more than offset by the fare difference?

 

[blackcat20]

I don't think you can add a bundle after the fact.

 

[JB expat]

That's the thing - it is fully not refundable - I purchased the Starter Fare Plus bundle - AHHH - I see what you are saying...ok - that won't work - they protect themselves, that only works if you purchased the Max Bundle with your original ticket. Talk about leaving a bad taste in your mouth. I paid approx 1,100 per RT ticket (with the Plus bundle)...they are now approx $400/ticket LESS.

 

[JB expat]

I don't think you can add a bundle after the fact.

Yep - see my overlapping reply above - blackcat20 is correct.

 

[mannej]

How many retail places will refund the difference between the normal price and sale price, just because the consumer feels hard done by?

I personally feel that you are clutching at straws by your reference to the Customer Service Guarantee.

 

[medhead]

How about when you buy a ticket and the price goes up $1600 a week later? Do you expect to pay more?

 

[JB expat]

How many retail places will refund the difference between the normal price and sale price, just because the consumer feels hard done by?

I personally feel that you are clutching at straws by your reference to the Customer Service Guarantee.

Putting airlines aside, many stores (the large ones) in the US do exactly that - if an item goes on sale and you have the receipt, you can almost always get the difference even if your item is worn - it's a goodwill gesture recognizing consumers have choices. Australian consumers get ripped off all the time - I'm constantly shocked about the treatment of consumers here...but then again, less choices. And in the US, I've not seen a fully not refundable airfare from a major airline - pretty outrageous change fees so that only price drops LIKE THIS ONE make it worthwhile, but still an option.

Yes, I know it was clutching at straws - I have no person to make the argument to anyway as they hide behind a computer by insisting on email contact.

 

[JB expat]

How about when you buy a ticket and the price goes up $1600 a week later? Do you expect to pay more?

No - but this is way more about goodwill for a frequent flyer of high cost tickets than anything else.

 

[AIRwin]

I don't think you can add a bundle after the fact.

I was able to select the Max bundle through "Manage Booking" (coincidentally it's an existing booking for HNL flights booked on this Friday Fare Frenzy) but did not proceed with it and payment of the change fees.

 

[JB expat]

I was able to select the Max bundle through "Manage Booking" (coincidentally it's an existing booking for HNL flights booked on this Friday Fare Frenzy) but did not proceed with it and payment of the change fees.

You can add the MAX bundle but it explicitly states that unless you add it at time of booking, you cannot take advantage of later offered lower fares - in different words, but that is what it states.

 

[mannej]

Putting airlines aside, many stores (the large ones) in the US do exactly that - if an item goes on sale and you have the receipt, you can almost always get the difference even if your item is worn - it's a goodwill gesture recognizing consumers have choices. Australian consumers get ripped off all the time - I'm constantly shocked about the treatment of consumers here...but then again, less choices. And in the US, I've not seen a fully not refundable airfare from a major airline - pretty outrageous change fees so that only price drops LIKE THIS ONE make it worthwhile, but still an option.

Yes, I know it was clutching at straws - I have no person to make the argument to anyway as they hide behind a computer by insisting on email contact.

You have noted it yourself - we are not in the US, and you are clutching at straws IMHO.

Time to move on.

 

[AIRwin]

You can add the MAX bundle but it explicitly states that unless you add it at time of booking, you cannot take advantage of later offered lower fares - in different words, but that is what it states.

I mean add the Max bundle then cancel the bookings and rebook at the cheaper fare if you'll still be (slightly) better off?

 

[opusman]

No - but this is way more about goodwill for a frequent flyer of high cost tickets than anything else.

Unfortunately Jetstar do not have a frequent flyer program, and your Qantas status is meaningless.

 

[JB expat]

I mean add the Max bundle then cancel the bookings and rebook at the cheaper fare if you'll still be (slightly) better off?

The Max Bundle rules state: "Refundable for a fee per passenger, per booking if your original booking was a Starter Fare with Max Bundle." I think they know what they are doing in terms of protecting themselves.

 

[medhead]

No - but this is way more about goodwill for a frequent flyer of high cost tickets than anything else.

Jetstar simply don't do frequent flyer recognition. This will be a case where jetstar and qantas are completely separate airlines. And I'm highly cynical in writing that, qantas and jetstar seem to pick and choose their relationship so the customer always loses.