Am i entitled to my money back [Cancellation]

[Mistress]

Jetstar have now cancelled all OOL to CHC and AKL flights in April and May. I have a flight in May from OOL to CHC.

I asked Jess the Jetstar virtual assistant for my refund, as I want the money back and not a voucher as i have that many flights booked with qantas and jetstar that i know i won't be able to use this voucher in 6 months.

The assistant came back with: It looks like you're eligible for a Jetstar credit voucher. We're not able to provide a monetary refund in these circumstances.

Jetstar CANCELLED my flight and there is no alternative available and they will not give my money back. Where do I stand, is there an Australian Competition Consumer law I can point the call centre too when I call them up to force them to pay back my money as I do not want a voucher!

Any help would be great in what terminology I should use when I do call them!

Thanks

 

[serfty]

Jetstar have now cancelled all OOL to CHC and AKL flights in April and May. I have a flight in May from OOL to CHC.

Is seems rubbish to me going by their conditions of carriage.

Conditions of Carriage - JQ | Jetstar

Flying Jetstar? This is where you can find a comprehensive overview of the Conditions of Carriage for passengers flying Jetstar flights.

www.jetstar.com

Significant Change means a change of three hours or more to your scheduled departure time.

9. SCHEDULES, LATE OR CANCELLED FLIGHTS......
(c) If, after you pay for your Booking, we make a Significant Change to your flight due to Events Within Our Control, we will:

• rebook you on the next available flight (or combination of flights) on our services to your booked destination at no additional cost to you
• alternatively, at your option, refund the applicable fare.

If the change is not a Significant Change but we or our Authorised Agents cannot book you on another flight which you are prepared to accept, and the change means you are unable to use your Booking for its intended purpose, we will refund the applicable fare. ...

 

[MEL_Traveller]

Jetstar have now cancelled all OOL to CHC and AKL flights in April and May. I have a flight in May from OOL to CHC.

I asked Jess the Jetstar virtual assistant for my refund, as I want the money back and not a voucher as i have that many flights booked with qantas and jetstar that i know i won't be able to use this voucher in 6 months.

The assistant came back with: It looks like you're eligible for a Jetstar credit voucher. We're not able to provide a monetary refund in these circumstances.

Jetstar CANCELLED my flight and there is no alternative available and they will not give my money back. Where do I stand, is there an Australian Competition Consumer law I can point the call centre too when I call them up to force them to pay back my money as I do not want a voucher!

Any help would be great in what terminology I should use when I do call them!

Thanks

Under Australian consumer law you are entitled to a refund if the product is not provided. In this case the flight has been cancelled, you are entitled to a refund.

That is a different case to you deciding to postpone travel due to Covid-19 and requesting a credit for use at a later time.

I suspect the virtual assistant is a bot looking selecting an answer it thinks fits your scenario. You shouldn't have the same problem with a live person.

 

[Mistress]

Under Australian consumer law you are entitled to a refund if the product is not provided. In this case the flight has been cancelled, you are entitled to a refund.

That is a different case to you deciding to postpone travel due to Covid-19 and requesting a credit for use at a later time.

I suspect the virtual assistant is a bot looking selecting an answer it thinks fits your scenario. You shouldn't have the same problem with a live person.

Thanks Mel_traveller

I will try in a few days, when I can get a phone number to call. No rush as flight isn't til May, but would rather get the money back sooner then later.

 

[Doctore1003]

What you were told is consistent with Jetstar’s T&Cs but I agree it seems to conflict with the Australian Consumer Law.

No government agency will get involved on your behalf even if you lodge a complaint, but you should definitely take it up with Jetstar directly. Let us know how you go.

 

[serfty]

What you were told is consistent with Jetstar’s T&Cs but I agree it seems to conflict with the Australian Consumer Law.

No, it is inconsistent with Jetstar's conditions of carriage - see my earlier post here.

 

[MEL_Traveller]

What you were told is consistent with Jetstar’s T&Cs but I agree it seems to conflict with the Australian Consumer Law.

No government agency will get involved on your behalf even if you lodge a complaint, but you should definitely take it up with Jetstar directly. Let us know how you go.

It’s not consistent with the terms and conditions, They clearly say that if a flight is cancelled and a the passenger is not rebooked on a suitable alternative, they are entitled to a full refund.

Every relevant government agency WILL get involved on the OP’s behalf... be it the various state consumer affairs agencies, or the ACCC. This is a fundamental breach of consumer law and the airlines have been hauled over the coals previously.

 

[Doctore1003]

No, it is inconsistent with Jetstar's conditions of carriage - see my earlier post here.

I've been assuming Jetstar will be sneaky and classify this as an "Event Beyond Our Control" which is defined as "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."

Then at 9.2 it says:

9.2 Changes due to Events Beyond Our Control

Where we make a Significant Change to your flight due to an Event Beyond Our Control, whether you have checked in or not, we will:

• use reasonable endeavours to rebook you on the next available flight on our services at no additional cost to you
• alternatively, if we are unable to rebook you on services acceptable to you, we will provide you with a flight credit where the purpose of your trip is void.

You may also have rights to remedies under the Australian Consumer Law.

We will not be responsible for paying any costs or expenses you may incur as a result of the delay or cancellation, unless otherwise required by applicable laws, such as the Australian Consumer Law.

I agree it sucks if they are indeed trying to rely on this excuse.

Every relevant government agency WILL get involved on the OP’s behalf... be it the various state consumer affairs agencies, or the ACCC. This is a fundamental breach of consumer law and the airlines have been hauled over the coals previously.

I worked for Consumer Affairs Victoria for a long time. They don't get involved in individual disputes. It's a civil matter and the complainant can pursue the case themselves in a relevant tribunal.

 

[MEL_Traveller]

I've been assuming Jetstar will be sneaky and classify this as an "Event Beyond Our Control" which is defined as "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."

Then at 9.2 it says:

9.2 Changes due to Events Beyond Our Control

Where we make a Significant Change to your flight due to an Event Beyond Our Control, whether you have checked in or not, we will:

• use reasonable endeavours to rebook you on the next available flight on our services at no additional cost to you
• alternatively, if we are unable to rebook you on services acceptable to you, we will provide you with a flight credit where the purpose of your trip is void.

You may also have rights to remedies under the Australian Consumer Law.

We will not be responsible for paying any costs or expenses you may incur as a result of the delay or cancellation, unless otherwise required by applicable laws, such as the Australian Consumer Law.

The cancellation of flights due to conronavirus are not beyond the airline’s control - at least not for the moment as the flights themselves haven’t been banned... just the passengers! Airlines grounding fleets are commercial decisions, wholly within their control.

 

[serfty]

I've been assuming Jetstar will be sneaky and classify this as an "Event Beyond Our Control" which is defined as "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."

I understand, and did absorb that part.

However, in application such a clause realistically relates to events on the day or basically when travel is imminent; this booking is for May.

In fact last week I was able to obtain a full refund from 3K for a 3+ hour schedule change (cut from 4 daily flight to 1, rebooking was 7 hours after originally ticketed).

In any event, as pointed out by @MEL_Traveller , applying Australian Consumer Law could work and beyond that, I suspect the fare would have been booked using a credit card and if so, a charge back would likely be available.

 

[Doctore1003]

OP, there is some guidance on the ACCC's website about this - but not all that helpful to your cause.

My flight, cruise or tour has been cancelled. Am I entitled to a refund?

• If your travel is cancelled the ACCC expects that you will receive a refund or other remedy, such as a credit note or voucher, in most circumstances.
• However, if the event is cancelled due to government restrictions, this impacts your rights under the consumer guarantees.
• You may still be entitled to a refund under the terms and conditions of your ticket.
• You should contact the business directly to request a refund or other remedy such as a credit note or voucher.
• The ACCC encourages all businesses to treat consumers fairly in these exceptional circumstances.

COVID-19 (coronavirus) information for consumers

English and translated into Arabic لعربية, Chinese simplified 简体中文, Chinese traditional 繁體中文, Greek Ελληνικά, Hindi हिन्दी, Italian Italiano, Korean 한국어, Macedonian македонски, Punjabi पंजाबी, Spanish Español, Turkish | Türkçe, Vietnamese Tiếng Việt.

www.accc.gov.au

 

[conventdweller]

Is seems rubbish to me going by their conditions of carriage.

Conditions of Carriage - JQ | Jetstar

Flying Jetstar? This is where you can find a comprehensive overview of the Conditions of Carriage for passengers flying Jetstar flights.

www.jetstar.com

Try a chargeback from the bank

 

[CaptJCool]

United has an interesting policy.

Voucher it now and reuse within 12 months and if not used by then refund.....

They say they need the money in the next months to keep running ....

 

[bobe]

Under Australian consumer law you are entitled to a refund if the product is not provided. In this case the flight has been cancelled, you are entitled to a refund.

That is a different case to you deciding to postpone travel due to Covid-19 and requesting a credit for use at a later time.

I suspect the virtual assistant is a bot looking selecting an answer it thinks fits your scenario. You shouldn't have the same problem with a live person.

I have similar issue, Jetstar have canceled my flight , and unfortunately cannot put me on alternative flight,So they are giving me a voucher for the full amount, But have to take it 12months from original booking which will be in January and that isn’t acceptable, can I claim a refund, Any help please.

 

[serfty]

@bobe - are they refusing to refund despite their own conditions of carriage?

 

[bobe]

@bobe - are they refusing to refund despite their own conditions of carriage?

Definitely saying Voucher, if traveling after 6 month of original booking a difference in price is available

Post automatically merged: Mar 24, 2020

Difference in price has to be paid , I should have said.

 

[serfty]

Definitely saying Voucher, if traveling after 6 month of original booking a difference in price is available

Post automatically merged: Mar 24, 2020

Difference in price has to be paid , I should have said.

To get a refund you need to call/chat.

See here:

Contact us | Jetstar

Need to get in touch with Jetstar? Select the issue that's most relevant to you and we'll point you toward the best way to contact us.

www.jetstar.com

Click "Cancel a Brooking or Change Surname" - sometimes a chat option appears, sometime a link to call appears. If you want a chat and it does not appear immediatly, then wait a bit - it sometimes changes.

 

[bobe]

Thanks will give it a try.

 

[CaptJCool]

Flight Centre have put together a list with links to a lot of airlines

Help Centre

www.flightcentre.com.au

Each of Flight Centre's suppliers have their own policies regarding refunds and cancellations. Suppliers have been updating their policies frequently as the global situation has evolved. Flight Centre will assist our customers with changing or canceling their reservations based on each supplier’s current policy. Here is the latest information we have from each supplier:

FLIGHTS CRUISES TOURS
A number of international flights have been cancelled. All Airlines have their own change and cancellation policies in place. Please refer to supplier table below for further airline information and contact your Flight Centre travel agent.

 

[Peter78]

Thanks will give it a try.

When you get on the "Ask Jess" chat function, type in "Network Adjustments" - this will allow you to request a monetary refund rather than a voucher, this is how I did it.

I logged on at 7am, was in the queue for maybe 40 minutes, actual conversation took maybe three minutes. That was Saturday, refund not received yet but they said seven business days. Good luck!