Jetstar cancellation and automatic refund voucher issued

[stgent]

Was 'forced' to purchase a Jetstar ticket for my daughter via Qantas points & pay (I know, I know..) Jetstar cancelled the flight and stated it was an air traffic control issue and the weather. Media later confirmed it was lack of air-traffic staff. Jetstar emailed with a link to re-book. The link of course didn't work and we had to move quickly to source an alternative. Unsolicited, Jetstar have issued a voucher. On the phone with Jetstar today and they were firm on the voucher and not refunding any qantas points..Will I have any success with pushing this further and requesting a full credit card and points refund? Or am I simply wasting my time..Not looking to fly with Jetstar anytime soon...thoughts/comments/criticisms welcome.

 

[GrahamBRI]

I would jump online to my credit card and issue a "dispute transaction" / "chargeback" for service not provided and attach your evidence that the service was cancelled by them (i.e not provided). Don't waste your time disputing with Jetstar.

 

[justinbrett]

Jetstar won't offer refunds if the cancellation wasn't in their control, and they would class ATC as not within their control.

Only credit voucher.

You can argue all you like (and I agree it's a stupid policy) but it's in their T&Cs. You don't have a leg to stand on.

 

[GrahamBRI]

Jetstar won't offer refunds if the cancellation wasn't in their control, and they would class ATC as not within their control.

Only credit voucher.

You can argue all you like (and I agree it's a stupid policy) but it's in their T&Cs. You don't have a leg to stand on.

Acknowledge the Jetstar T+C's, but these do not override consumer law or the contract you have with your credit card provider. Agree, no point arguing with Jetstar they will sit with the way they have written their T+C's to avoid any commercial impact. I still think you have a case to dispute the transaction for failure to providing the service - both the flight you paid for and the ability to re-book via the link they provided. Also noting that the judge in this case is not Jetstar, it is your credit card provider, so dispute and let them form an opinion on your case and not Jetstar.

 

[justinbrett]

Acknowledge the Jetstar T+C's, but these do not override consumer law or the contract you have with your credit card provider. Agree, no point arguing with Jetstar they will sit with the way they have written their T+C's to avoid any commercial impact. I still think you have a case to dispute the transaction for failure to providing the service - both the flight you paid for and the ability to re-book via the link they provided. Also noting that the judge in this case is not Jetstar, it is your credit card provider, so dispute and let them form an opinion on your case and not Jetstar.

Jetstar is providing an alternative, and the pax is rejecting that.

 

[TheInsider]

Just FYI, you can't just dispute a transaction on your credit card, you need to attempt to resolve with the merchant first and then have proof of the interactions.

 

[GrahamBRI]

Jetstar is providing an alternative, and the pax is rejecting that.

OP advised that alternative (links) did not work.

Just FYI, you can't just dispute a transaction on your credit card, you need to attempt to resolve with the merchant first and then have proof of the interactions.

Agree, OP advised they attempted to resolve via links and phone call.

 

[justinbrett]

OP advised that alternative (links) did not work.

Doesn’t invalidate the policy. OP could have called or attended the service desk at the airport.

Agree, OP advised they attempted to resolve via links and phone call.

JQ did resolve it by offering a remedy, a credit.

I get it, you don’t like the policy and nor do I. But it is what it is and has been a JQ policy for over a decade, so has obviously stood up to legal challenges. You get burnt once and then you move on and choose other airlines next time.

 

[GrahamBRI]

JQ did resolve it by offering a remedy, a credit.

I get it, you don’t like the policy and nor do I. But it is what it is and has been a JQ policy for over a decade, so has obviously stood up to legal challenges. You get burnt once and then you move on and choose other airlines next time.

I have not been in this situation with Jetstar, so I can't claim success or failure with them. I have had very similar situation with another airline and I was successful. I formally rejected the credit that was offered and provided that rejection to the credit card company. How my case was ultimately resolved between the airline and my credit card I do not know, but I did get my credit reversed immediately I put in the dispute transaction and it was never reinstated......
Key point for me is, I still recommend the dispute path with your credit card company.