Abandoned in Bali by Jetstar

[exceladdict]

This is not necessarily helpful but I imagine if contacting travel insurance, they would have determined the cheapest way to address the cancellation would be to re-route you. But I have noticed many policies only referring to weather or mechanical issues, not airline operational issues, making me wonder if this would even be covered.

 

[Hutch0007]

Was your friend automatically rebooked? If so then welp, I guess Jetstar really is intending on it taking 17 days to get people home.

no, he found out when he logged in also to 'manage booking'.
We thought it was a joke or system fault but we jumped online separately to see what flights were available and there were none at the time. Thats when we realised this **** is real

 

[encryptededdy]

no, he found out when he logged in also to 'manage booking'.
We thought it was a joke or system fault but we jumped online separately to see what flights were available and there were none at the time. Thats when we realised this **** is real

Ah ok yeah, I guess my point still stands: I wonder if the auto rebooking would've put you on an earlier flight, but the call centre agent couldn't.

 

[NM]

One would expect that JetStar would be looking for any alternate carrier to get people home. Surely paying $150 per room/night, plus $30 per person/day food costs for 17+ days, it would start to make sense to move people only alternate carrier flights, even if that means routing people via Singapore, Kuala Lumpur, Jakarta or anywhere else. Or even for JetStart to find some way to charter flights from another airline to get things sorted.

Then again, applying logic in the context of JetStar service may not be all that logical.

 

[kangarooflyer88]

Perhaps I am missing something here, but what's to stop a traveller from heading over to the Qantas desk at DPS and getting their JQ coupon converted over to a QF one?

-RooFlyer88

 

[dajop]

If that happened to me, at some point I would have looked into abandoning my Jetstar ticket and buying a seat home on a different airline.

I would be out of there on another airline asap and then begin the fight for a refund.

To give an illustration of where things were at when I last looked at Singapore - Australia in late September, Scoot were charging > $1000 and Bali-Singapore in the order of $400 was about the cheapest (one way). Not a cheap proposition for a family of 4.

 

[JohnK]

Sorry to hear @Hutch0007.

I simply cannot believe what I've been reading the past few months. You cannot abandon someone in a foreign port without visas. It make no sense at all.

Flight/crew issues? Charter flights and get people back home. A 2 day delay is acceptable. 19 day delay is totally unacceptable.

At which point are governments going to step in and threaten licence cancellation unless they get their act together?

 

[Hutch0007]

This is not necessarily helpful but I imagine if contacting travel insurance, they would have determined the cheapest way to address the cancellation would be to re-route you. But I have noticed many policies only referring to weather or mechanical issues, not airline operational issues, making me wonder if this would even be covered.

Travel insurance policy (insure and go - gold package) stipulates they’ll cover the cost of difference if airline cancels flights and refunds you OR if there’s a medical reason for you having to reschedule your flight. I called them and they advised to speak to Jetstar first and sort it out with them. I imagine all travel insurance would be the same and would guide you to mediation with aviation carrier first

 

[Hutch0007]

Perhaps I am missing something here, but what's to stop a traveller from heading over to the Qantas desk at DPS and getting their JQ coupon converted over to a QF one?

-RooFlyer88

In hindsight, nothing. But in real time where confusion and stress kicks in, you don’t look at things logically. We assumed (this is our mistake) things would be straight forward when we apply for reimbursement.

 

[Hutch0007]

Sorry to hear @Hutch0007.

I simply cannot believe what I've been reading the past few months. You cannot abandon someone in a foreign port without visas. It make no sense at all.

Flight/crew issues? Charter flights and get people back home. A 2 day delay is acceptable. 19 day delay is totally unacceptable.

At which point are governments going to step in and threaten licence cancellation unless they get their act together?

100% agree. Even their policy for reimbursement doesn’t add up. Everything I’ve read on their website states up to 72hrs delay. There’s no guidelines for 19 days plus, so I guess they just hope people look away and forget about it.
Unfortunately I cannot do this and will continue the fight until sufficient compensation is settled

 

[exLXCXFF]

100% agree. Even their policy for reimbursement doesn’t add up. Everything I’ve read on their website states up to 72hrs delay. There’s no guidelines for 19 days plus, so I guess they just hope people look away and forget about it.
Unfortunately I cannot do this and will continue the fight until sufficient compensation is settled

Have you looked at the thread in the Qantas section about taking Qantas to NCAT/VICCAT? There is definitely some useful information in there for you to win this one. And please go to the media with this. While the coughshiw was covered weeks ago, this is next level and I would think there is at least one outlet who will jump on this. GOOD LUCK and keep us updated!

 

[Milefest]

At which point are governments going to step in and threaten licence cancellation unless they get their act together?

When government officials aren't bribed with CL

 

[encryptededdy]

Even at just $150 + $30 a night (which is not enough for a hotel in some destinations that Jetstar flies to), it really seems like on a lot of these occasions Jetstar will be paying out more than the actual ticket price in accommodation + food. I know my friends who were trapped in Melbourne were paid out ~$350 for two nights, for a ticket that cost them $150 (and they still did end up taking 2x flights with Jetstar)

 

[MEL_Traveller]

Ah ok yeah, I guess my point still stands: I wonder if the auto rebooking would've put you on an earlier flight, but the call centre agent couldn't.

I agree. For a 17 day delay I’d have been going to the Aussie consulate in DPS, or contacting the Aussie Embassy in Jakarta. An airline can’t leave you stranded for 17 days, and unlawfully if your visa has expired.

 

[dajop]

Perhaps I am missing something here, but what's to stop a traveller from heading over to the Qantas desk at DPS and getting their JQ coupon converted over to a QF one?

-RooFlyer88

If booked as an award ticket, with a 081 ticket number, or a codeshare with a ticket issued by a legacy carrier, I am sure that in theory, could be possible (although QF have also been running quite full).

But if booked as a stock standard JQ booking via the JQ website, like most LCC's there are no ticket numbers, and no coupons that can be endorsed to another carrier. You have a booking for the LCC and that is it - really no e-ticket (in an IATA sense), no coupons, just a confirmed booking.

 

[Must...Fly!]

What an odd story. I sympathise with the OP to some extent, and JQ are certainly in the wrong. However it is beyond me to understand why you didn't take the initiative yourself to get home via alternate means?

 

[Hutch0007]

What an odd story. I sympathise with the OP to some extent, and JQ are certainly in the wrong. However it is beyond me to understand why you didn't take the initiative yourself to get home via alternate means?

now that we've landed, agree with your comment but we weren't thinking straight as we were getting ready for head home and to be told you are delayed initially 17 days and no refund available because they have a flight ready for you.
Also, we had to pay upfront on accommodation for the 17 days because it was last minute (literally less than 24hrs) and the lovely staff/people at Bali didnt understand our situation. So one way or another, we were going to pay and have to be reimbursed.
anyway, we are not after sympathy, i am only seeking feedback from the community if they have experienced something like this and what did they do to get the desired result.

 

[exceladdict]

Travel insurance policy (insure and go - gold package) stipulates they’ll cover the cost of difference if airline cancels flights and refunds you OR if there’s a medical reason for you having to reschedule your flight. I called them and they advised to speak to Jetstar first and sort it out with them. I imagine all travel insurance would be the same and would guide you to mediation with aviation carrier first

now that we've landed, agree with your comment but we weren't thinking straight as we were getting ready for head home and to be told you are delayed initially 17 days and no refund available because they have a flight ready for you.
Also, we had to pay upfront on accommodation for the 17 days because it was last minute (literally less than 24hrs) and the lovely staff/people at Bali didnt understand our situation. So one way or another, we were going to pay and have to be reimbursed.
anyway, we are not after sympathy, i am only seeking feedback from the community if they have experienced something like this and what did they do to get the desired result.

I would definitely add up all the amounts you are out of pocket and then talk to the travel insurance company again, if you are beating your head against a wall with Jetstar.

 

[drron]

A terrible situation @Hutch0007 and I feel for you. However now is not the time to be debating what if and alternate scenarios. time for action.
A way I dealt with a couple of issues dealing with refunds was to get a Stat Dec done. you can do this with a Justice of the Peace which is a free service. Certainly this applies in NSW and QLD when I had my issues. Make sure you put in all the amounts that you are out of pocket. As well the screenshots etc that back up your case.

The effect of this in your case is to let Jetstar know you are very serious and likely to take things further. That should prompt them to make a realistic offer. If they don't play ball then suggest to them you are going down the tribunal pathway. That is going to be more expensive for them than your costs and if they are sensible,not a given I know, they will settle then.

I wish we could welcome you to AFF under more pleasant circumstances. All the best.

 

[MEL_Traveller]

The airline consumer advocate might be a better course of action. Going to a tribunal could see Jetstar argue this is covered by an international treaty and CTH law, pushing it to the main courts.

I think there is benefit in some of the debate here. Not least it's helped the OP clarify their circumstances. A 17 day delay seems unlikely, so having the facts to explain that and the accommodation will be beneficial.