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.

 

[MEL_Traveller]

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.

The ‘other airline’ is important here. As is the reason why you were offered the credit in the first place.

If it was QF or VA they offer you the choice between a refund or credit.

If it was a foreign airline, some say ‘no refunds’ but are forced to if breaching ACL.

In JQ’s case their terms and conditions - which as you say, don’t override ACL - are that they offer a credit in these circumstances.

that the link didn’t work is poor, but could have called.

 

[justinbrett]

In JQ’s case their terms and conditions - which as you say, don’t override ACL - are that they offer a credit in these circumstances.

And the ACCC is quite clear about what is expected (Travel delays and cancellations) - which is exactly what JQ's T&C's provide for (a replacement service).

A lot of people quote ACL but don't actually know specifically what that means.

I hate to be the one to stick up for Jetstar, as I truly think it's a terrible policy, but it is their policy which complies with the law. That's the checkbox you have to tick you agree to before booking. As I said you get burnt once and then you go elsewhere 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.

Even if you did have a win with the CC company, it's not going to get your points back in this instance (it was a points + pay booking).

All this being said I don't think it hurts to ask JQ/QF for a refund, and plead your case noting the dodgy links, but I don't think the juice is worth the squeeze to take it further than that. This wouldn't be the first time someone has requested a chargeback on JQ and for sure they would have a standard legal response to squash it.

 

[GrahamBRI]

And the ACCC is quite clear about what is expected (Travel delays and cancellations) - which is exactly what JQ's T&C's provide for (a replacement service).

Yes, but if not provided (eg. due to dodgy links, failure to communicate options etc) they have not met this. As the info provided by OP is limited in this regard, I am sitting on the OP's defence council, and putting forward an argument from that perspective. Achnokwelde it is quite possible that JQ met the requirements (and no case), but without this info, I will stay on the OP's defence.

Even if you did have a win with the CC company, it's not going to get your points back in this instance (it was a points + pay booking).

Ahhh.... missed the points and pay bit. Agree, short of a bended knee, that bit (points) is a tougher path (than using your CC company's influence, to achieve an outcome)

 

[MEL_Traveller]

A lot of people quote ACL but don't actually know specifically what that means.

And i suppose this is what the government is trying to change with their watered-down charter of rights - or whatever it is - that we’re getting instead of a compensation scheme similar to EU261. They have made it clear that the charter is about information and education rather than substantial change (to rights).

 

[justinbrett]

And i suppose this is what the government is trying to change with their watered-down charter of rights - or whatever it is - that we’re getting instead of a compensation scheme similar to EU261. They have made it clear that the charter is about information and education rather than substantial change (to rights).

But EU261 wouldn't have covered an external cancellation anyway.

 

[MEL_Traveller]

But EU261 wouldn't have covered an external cancellation anyway.

No. But it would have provided for care and assistance in the event of a lengthy delay.

The point was referencing your statement on the lack of knowledge on ACL. The new charter will work both ways. Informing of rights, but also what’s not covered.