Jetstar Schedule Changes

[slr1968]

Hi all
Just wondering if anyone has ever had any joy in getting a refund for a Jetstar flight where the departure time has been changed.
I have some flights booked for Sept this year and I received the usual email from Jetstar advising of the schedule change. The problem I have is that they have brought the flight forward and it means that we cannot meet the required book in times for this flight. I rang and requested a refund for the tickets but I was told that they would only provide me with it if I faxed them a copy of my preceding flight itinerary. Problem is I am not flying I am driving and for various reasons can't get to the airport in time to meet the amended flight departure time. They also offered me the next flight but that doesn't work because we have a connection that leave prior to this flights arrival.
All in all they then just said they wouldn't refund the tickets. I then requested a credit for the tickets, they didn't seem interested in providing this either.

I then requested to speak to one of the supervisors only to be told that none were available, to which I requested they call me back. That was 2 days ago and I still haven't heard from them.

Has anyone else had any issue such as this and if so did they end up having it resolved successfully.

Cheers

 

[serfty]

Welcome to AFF.

How big was the time change? Before? After?

In any case, from the Jetstar Conditions of Carriage: (http://www.jetstar.com/au/en/conditions-of-carriage)

http://www.jetstar.com/au/en/~//~/_.../Images/Generic/Banners/bg_staff.jpg?bc=White
(a) Jetstar does not guarantee it will be able to carry you and your Baggage in accordance with the scheduled date and time of the flights specified. Schedules may change without notice for a range of reasons including but not limited to bad weather, air traffic control delays, strikes, technical disruptions and late inbound aircraft. Flight times do not form part of your contract of carriage with us.

(b) Before we accept your Booking, we or our Authorised Agents will tell you the scheduled departure time of your flight and it will be shown on your Itinerary and Tax Invoice. We may need to change the scheduled departure time of your flight after your Itinerary and Tax Invoice has been issued. If you give us or our Authorised Agents contact information, we or they will try to let you know about any changes.

(c) If, after you pay for your Booking, we make a significant change to the scheduled departure time of your flight or the flight is cancelled (except where this is due to circumstances beyond our control) and:

* this change means you are unable to use your Booking for its intended purpose; and
* we or our Authorised Agents cannot book you on another flight which you are prepared to accept;

we will give you a fare refund. Unless otherwise required by law, we will not be responsible for paying any costs or expenses you may incur as a result of the changed time or cancellation.

 

[slr1968]

Not a huge change, it is 30 minutes earlier. I have work and other commitments that I cant change, that 30 minutes makes it impossible for us to get on the flight.

The problem is Jetstar are saying that a 30 minute change is not a significant. I agree that 30 minutes later may not be significant but earlier in my situation make travel on the booked flight impossible.

 

[oz_mark]

Not a huge change, it is 30 minutes earlier. I have work and other commitments that I cant change, that 30 minutes makes it impossible for us to get on the flight.

The problem is Jetstar are saying that a 30 minute change is not a significant. I agree that 30 minutes later may not be significant but earlier in my situation make travel on the booked flight impossible.

I'd say that it is significant if you can't use it for the purpose intended!

 

[Awesom Andy]

Some years ago, I remember reading somewhere that they define "significant" as 6 hours, but I can't find such reference anymore. Still, I think it should be alright if you can show that you are required at a certain location until a specific time, where you would be unable to take the flight after the schedule change.

My only schedule change related refund experience was with Jetstar Asia. They actually called me to discuss the avilable options. In the end, a refund was offered, and it was credited back to my card the very next day.

 

[loobloke]

They've done the same for me.

Requested a refund last October after a cancellation.
You know what the best thing is. They didn't inform me of the cancellation ... I only found out when I called up the call center to discuss about transit in SIN and the CSR was confused as to why I was asking about this as the flight had been cancelled. I was like wtf???

Still mucking around with them. You'll never believe all the excuses.

Every time they had a new excuse, Floods in QLD, Earthquake in NZ, Tsunami in Japan is the current one they are using for the backlog of refunds. I've heard them all. I bet they are going to use Bin Laden's death next time I call up.

Having spoken to a supervisor twice these are apparently the problem:
1. First CSR didn't fill out the refund form correctly.
2. Second CSR filed the form, made some excuse about backlog of refunds, but didn't inform me of new policy that they implemented after I requested a refund where they need a copy of your forward itinerary. They were counseled over the issue according to supervisor.
3. Third CSR informed me of the new policy, I sent the fax, and escalated the issue to Guest Relations. promising a phone call within 2-3 working days. No phone call to date.
4. Fourth CSR has registered a note with finance department to prioritize my refund status. Said I would receive an email from finance. But apparently they are still very busy due to the Japan situation a month ago so 2 weeks waiting time.
5. Fifth CSR. Apparently my fax might not have been received... No, I'm sure I sent it.
6. I'm about to give up and screw the few hundred bucks I lost with them.

Note their policies: They will not contact you on the status of your refund. They can not do this. This is official policy apparently. You must endure a 20 minute wait every time to talk to a CSR and initiate contact every time.

So enjoy this little game they make you play. I certainly will make sure I won't ever play it again.