Denied Cash Refund

[somebol]

I was booked to fly CNS-SYD on 16/7. Due to the extension of sydney lockdown, jetstar cancelled the flight.
In the cancellation email they sent, there was a link to request cash refund instead of credit voucher which I duly completed.

Just now got an email saying "We've reviewed your booking and on this occasion you are not eligible for a monetary refund and we're unable to process your request."

Being based in Canberra, credit voucher is of little use to me. How do I proceed from here to get a cash refund?

 

[drron]

They cancelled,they pay.
Send them an email saying you are reporting their non compliance with the law to Consumer Affairs.

 

[AIRwin]

Being based in Canberra, credit voucher is of little use to me.

JQ will be launching flights between CBR and BNE in September...

 

[MEL_Traveller]

I was booked to fly CNS-SYD on 16/7. Due to the extension of sydney lockdown, jetstar cancelled the flight.
In the cancellation email they sent, there was a link to request cash refund instead of credit voucher which I duly completed.

Just now got an email saying "We've reviewed your booking and on this occasion you are not eligible for a monetary refund and we're unable to process your request."

Being based in Canberra, credit voucher is of little use to me. How do I proceed from here to get a cash refund?

The Jetstar covid disruptions page is unclear, at best. But they do seem to indicate that cancellations caused outside their control - which they would likely argue include cancellations due to covid - are only eligible for a credit voucher.

That is different to the Qantas terms and conditions which provide for a refund if Qantas cancels the flight for any reason, including circumstances outside their control.

 

[somebol]

Interestingly when COVID disrupted my outbound SYD-CNS, Jetstar rebooked me to another flight (> 3 hours) and when I requested a refund I got it.

Post automatically merged: Jul 10, 2021

Chatting with an agent now. Lets see how it goes

 

[somebol]

Refund approved via online chat.

 

[mrs.dr.ron]

This happened to me as well. I had two Jetstar flights, next week, LST- SYD and then SYD - MCY both on the same day. Jetstar cancelled them yesterday and I did the refund request as instructed in the email, only to get a return email denying the refund ! Had to do the chat thing - and both flights refunded to the credit card in 15 days.

Just Jetstar adding more stress to my day !!

 

[Mattg]

So the moral of the story is: get on the live chat if you want a refund from Jetstar?

 

[somebol]

Yes. If flights are cancelled
For schedule change > 3 hrs. The form will work

 

[mrs.dr.ron]

So the moral of the story is: get on the live chat if you want a refund from Jetstar?

And keep a record of the chat till the refund appears !! It is an option on the chat page when you finish "chatting"

 

[aikman]

Jetstar's live chat and transcript function is so good. I don't understand why Qantas won't offer the same service to free up their phone lines.

 

[clifford]

In my case, a couple of weeks ago, because of an unacceptable schedule change, I was offered a cash refund online.

I confirmed to the system that this is what I wanted, and then it proceeded to ignore my request.

So I phoned the assistance number quoted on their website, and got a very helpful agent in the Philippines, after a wait of 5-10 minutes.

I explained what had happened and she said no problems and processed a refund for me, which arrived back in my bank account within a couple of days.

Very impressed, and by comparison, it puts Qantas completely to shame. Moving the bulk of QF's telephone support to the Philippines would be a vast improvement IMHO and would probably save quite a bit of money...

 

[cmon0005]

Sounds like typical Jetstar inconsistent service, I had similar problems a few years ago trying to get reimbursed for hotel accommodation they said I could reimburse.. took 3 web chats to get it right...

 

[ANstar]

Refund approved via online chat.

Yep - most efficient way to deal with Jetstar and refund was in my bank within 3 days.

 

[samh004]

Yep - most efficient way to deal with Jetstar and refund was in my bank within 3 days.

All I can add to this from my interactions with live chat last year are that they'll often offer or promise the wrong thing in a chat, which you then have a record of if you opt to save the transcript. Can be useful, over claiming there was a phone call and them not providing the recording.

 

[mrs.dr.ron]

And keep a record of the chat till the refund appears !! It is an option on the chat page when you finish "chatting"

Lucky I did keep a record of the chat as last night I got two emails from Jetstar saying I was getting a Jetstar flight credit voucher !
So back on to the "chat" to sort it out this morning, had to wait 35 minutes for a person, so to fix things and now I am getting my credit card refund in 5 days ! Fingers crossed this time it works.

 

[mrs.dr.ron]

Lucky I did keep a record of the chat as last night I got two emails from Jetstar saying I was getting a Jetstar flight credit voucher !
So back on to the "chat" to sort it out this morning, had to wait 35 minutes for a person, so to fix things and now I am getting my credit card refund in 5 days ! Fingers crossed this time it works.

UPDATE !! Two emails yesterday saying the refunds would be back on my AMEX within 5 days.
In total had 12 emails ( not counting the "chat" records ) to get the refunds. For two flights on the same day LST -SYD / SYD- MCY which Jetstar cancelled !!
NO WONDER I DONT LIKE FLYING JET*

 

[DC3]

UPDATE !! Two emails yesterday saying the refunds would be back on my AMEX within 5 days.
In total had 12 emails ( not counting the "chat" records ) to get the refunds. For two flights on the same day LST -SYD / SYD- MCY which Jetstar cancelled !!
NO WONDER I DONT LIKE FLYING JET*

I’ve managed to avoid flying that airline for some years, and don’t expect to change. Maybe you have limited choices, due to destinations.

 

[drron]

WEhen I return to MCY from LST there is no QF service into MCY.So every combination on the QF website for the day I wish to travel has a JQ sector mostly from MEL but also from ADL.
So I am flying VA.

 

[somebol]

Well, yesterday I have a email saying I'll be getting a voucher. And today got email with the voucher.
Off to chat again...