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

 

[CDB]

UPDATE, RECEIVED EMAIL FROM JETSTAR A FEW MIN AGO SAYING ” refund will go into my bank account within 7 days, so that was good news, THANKS FOR ALL WHO GAVE ADVICE ETCETC.

Hi - I am in the same situation as you with Jetstar would you mind sharing with me what you wrote in your message to get the refund - many thanks in advance...

 

[bobe]

Hi - I am in the same situation as you with Jetstar would you mind sharing with me what you wrote in your message to get the refund - many thanks in advance...

Hi Check out comment #17, thats what I followed , very helpful , go into ” manage my booking “ ask for Jess” ( chat) then follow #17

 

[CDB]

Thank you

 

[Mistress]

Hi All,


I used "Jess" the virtual Assitantant. Typed in Network Adjustment, and went through the serious of questions and she kept offering Credit voucher only. Our tickets where cancelled in Jetstar manage your bookings. This was when I logged the original post in here.


Come a few days ago we get a email from Jetstar:

We’re sorry to let you know that your flight/s on booking ***** have been cancelled and we are unable to accommodate you on an alternative service.​

​

We’ve made this decision in response to the evolving Coronavirus (COVID-19) situation, including various government-imposed travel restrictions beyond our control.​

​

As a result, we’re offering customers a Jetstar credit voucher to the full value of their untraveled booking.​

​

Due to the high volume of calls to our contact centre, the fastest and easiest way to secure your voucher is to go to Manage My Booking and follow these steps:​

​

• Enter your booking number and last name
  • Select ‘view options’
  • Select ‘request reimbursement’
  • Select the applicable flights and click ‘reimbursement summary’
  • Confirm your request

The credit voucher can be redeemed up to the value stated on the voucher in one booking only within 6 months of issue, for travel on Jetstar within 12 months of the booking date. A fare difference, if any, will apply.​

So i go back into Jess, and type in Network Adjustment. This time around she asks what i want with one of the options being Refund. I choose this. We then get a email from Jetstar to say its been logged, wait 5 business days for a decision on our refund.

Good news.. about 12 hours later... Your refund request has been approved.

I think the booking needs to be in a certain state before the virtual assistant can refund! I didn't want to wait hours on hold!

 

[seandenn]

I have a Jetstar initiated cancellation of a NZ domestic booking (for flights in early May). Asking Jess about Network Adjustments brings up refund options as per the post from Mistress.

Could the successful refund requesters please confirm which reasons you selected from the drop down menus?

 

[Mistress]

I used Flight Changed or cancelled, because mine was actually cancelled in the system!

 

[bobe]

I did the same , as mine was canceled also.

 

[hpiviali]

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!

Hi all, beware I tried this half an hr ago. Went onto Ask Jess, got through to filling form for a full refund and pressed submit. Within 2 minutes got an emails saying they"d received my refund request and they were assessing my claim and I would receive an email within 5 working days. Terrific, I thought. BUT 3 minutes later received another email stating that my request for a CREDIT VOUCHER had been approved and I'd receive it within 7 working days.

 

[Mistress]

Was your flight cancelled, and did you choose the option corona virus travel restrictions!’? I didn’t use the corona travel restriction. I used flight changed or cancelled.

 

[seandenn]

Just to report back - I used the flight changed or cancelled option as advised in this thread and just got my refund confirmation email 17 days later. Still waiting on a Qantas refund for a Qantas cancelled flight - I can't help but use the word shifty for the way they are dealing with refunds for cancelled flights.......

Hi seandenn,

Your refund related to booking xx_xx_ has now been processed.

NZD $xx_.XX will go back to your Visa, your original form of payment.

Please allow up to 5 business days for your bank to process the refund on their end.

Thanks for your patience,

Jess

 

[Mistress]

Interesting, you put your refund in after we did, but your getting your money sooner! we put the request in 28/3 got a email on 29/3 to say allow min of 7 days to process. got a email 6/4 its still on their to do list. and a email on 16/4 still in the queue..

"We've received your refund request for booking reference xx_xx_ and wanted to assure you that you're in the queue. At the moment, our team is dealing with an unprecedented number of requests and it may take up to 15 business days to process.​

​

We really appreciate your patience and understanding and we're sorry this is taking so much longer than usual.​

​

Thanks​

​

Jetstar Airways"​

 

[seandenn]

Sorry to hear that after your advice helped me! I don't know if any of this would have sped things up but mine was a max fare and the cancellation of the flight was a Jetstar commercial decision as the travel period is outside of this initial Kiwi lockdown period (but within the second about to be advised period or extension).

 

[Mistress]

No need to be sorry! Ours was a max fare too and same circumstances as you, Flight is for May to Christchurch. wait wait wait I shall And if nothing, then onto ACCC.

I'm just glad someone has actually seen their money, so I know they are really doing refunds!

Sorry to hear that after your advice helped me! I don't know if any of this would have sped things up but mine was a max fare and the cancellation of the flight was a Jetstar commercial decision as the travel period is outside of this initial Kiwi lockdown period (but within the second about to be advised period or extension).

 

[JohnK]

I have a funny feeling I won't be able to get a refund.

We had flights OOL-SYD on 08 April which were cancelled. I've not done anything about them as wait times were long. The flights were paid with a combination of gift cards and credit cards and separate bookings for myself, wife and daughter.

I'm not interested in credit vouchers as I don't know when we'll travel together again. These were cheap flights and I'm not going to try to plan another trip again with so much uncertainty around.

VA could be just as troublesome as I sent them email earlier in the week and no reply yet.

 

[MollyJones]

Ooh this is hopefully helpful.
We had flights SGN-HUI in April which were approved for a refund on 4/3. I’ve followed it up a couple of times as they stated 15 business days and each time received a reply that my refund has been approved and is coming.
Fair enough.
Then today, I got an email with the credit voucher.
Called and they will not budge saying the finance department have decided only to give a voucher. I’ve sent copies of the refund approval emails and am now waiting for a call back.
So angry.

 

[Mistress]

I have Victory!!!!!

Thank you to those who posted their progress. From start to beginning it has taken 4 weeks just to get to this part.

​

Your refund related to booking xx_XX has now been processed.​

​

AUD $xx_xx_ will go back to your xx_XX , your original form of payment.​

​

Please allow up to 5 business days for your bank to process the refund on their end.​

​

Thanks for your patience,​

​

Jess​