Jetstar Asia (3K) accidental flight change (3K unwilling to change)

[ermen]

So, I bought one of those plus bundle fares which allows for relatively flexible date changes. Was originally flying HKG SIN booked for 17 May 13. Thinking of changing my flight so play around the website to see the various fares (and to see if I need to top up any extra $$$).

Easy enough to select a dummy flight



Then I clicked on CONTINUE

The fllight was then changed WITHOUT A FURTHER CONFIRMATION PAGE. I am normally used to 3K taking me to a page which asks for me for extra payment. I don't want this flight yet - purpose of my dummy exercise was to see how much it will potentially cost for me to fly one weekend earlier. I didn't want to confirm this now and so wanted to revert to my original flight.

So I try to change my booking back to the original flight on 17 May. After clicking CONTINUE, Jetstar now says that it now costs another HK$700 (~A$85) to change the ticket again!!!




I call Jetstar immediately. Ask if possible to change the flight back given the initial change was done in error without any confirmation page that we are normally used to. Told was not possible unless I paid the HK$700. Call centre person said that it was human error and can give me HK$400 credit voucher. Asked to speak to supervisor who said the same thing as well and that clicking continue was really confirmation. Gave up arguing as I remember this recent thread (http://www.australianfrequentflyer....discussion/jetstar-seriously-sucks-49754.html).

My contention was:

1. Was that their IT interface was insufficiently clear and normally quite different from what I was used to (which takes you to a payment page confirming extra charges). In this case, it seemed that there were no charges to change and thus the flight change was put through immediately after clicking "continue". Even if so, is it not industry best practice to have a final review / confirmation page?
2. Given I called immediately, I was not trying to "pull a fast one" on them

I acknowledge that changes were done by me (though mistakedly due to a poor IT interface and myself not knowing that CONTINUE = CONFIRM), should Jetstar actually put me back onto the original flight without charge?

Conclusion: Jetstar's IT interface really does suck...

 

[eastwest101]

Its not just the JQ/3K website that can surprise people with this, other people have reported phoning the JQ call centre to make enquiries about theoretical or possible date changes for flights, and have later found the flights had been changed to new dates. In my case the new dates suited better and was not charged extra so just left it alone. Be very very careful when talking about or entertaining the idea of date changes online with JQ.

An excellent buyer beware story for others not familiar with JQ's website and/or call centres.

 

[cmon0005]

If you don't mind going via KUL you could fly on MH A380 from HKG, for around 1500HKD one way and just ditch the JQ ticket altogether.