Jetstar customer guarantee

[Mrmaxwell]

The fact that this 'warning' text is splashed up next to every booking request you make at Jetstar.com does not sit well with me:

Flights or schedules may change or be cancelled
The airline does not guarantee it will be able to carry you and your Baggage in accordance with the date and time of the flights specified....Flight times do not form part of your contract of carriage with us....To the extent permitted by law, the airline excludes liability for any costs, expenses, losses or damages incurred by the Passenger as a result of failure to meet a schedule. Travel insurance is recommended.

Does this warning not say that basically the airline can do whatever it wants within the law and has no responsibility whatsoever in providing you with any flight booked?

 

[straitman]

The fact that this 'warning' text is splashed up next to every booking request you make at Jetstar.com does not sit well with me:

Flights or schedules may change or be cancelled
The airline does not guarantee it will be able to carry you and your Baggage in accordance with the date and time of the flights specified....Flight times do not form part of your contract of carriage with us....To the extent permitted by law, the airline excludes liability for any costs, expenses, losses or damages incurred by the Passenger as a result of failure to meet a schedule. Travel insurance is recommended.

Does this warning not say that basically the airline can do whatever it wants within the law and has no responsibility whatsoever in providing you with any flight booked?

Is this any different to any other airline :?:

 

[oz_mark]

Does this warning not say that basically the airline can do whatever it wants within the law and has no responsibility whatsoever in providing you with any flight booked?

They will get you between the points you have booked, at some point in time.

 

[harvyk]

Mrmaxwell, thanks for posting that up... Interestingly they have stated that flight times do not form part of the contract, so one could assume that minimum check in times do not form part of the contract either.

I'm sure some legal eagle will have a field day with this statement assuming you'd find a lawyer catching a JQ flight and arriving late...

 

[straitman]

Mrmaxwell, thanks for posting that up... Interestingly they have stated that flight times do not form part of the contract, so one could assume that minimum check in times do not form part of the contract either.

An interesting thought though difficult to enforce one would think.

 

[FirstClass]

JetScam?

Where DOES one make a complaint? I have trawled the JQ website to no avail but it appears they dont actually etertain complaints at all. I am therefore compelled to make (one of) mine here.
Sometime ago I moved near a regional aerodrome so can no longer get my JetFlyer J Class seat to work from the state capital and am compelled to use JQ instead. It's not too bad for the most part.
One thing REALLY irks me though. When I have to take a herd of guests with me I do take advantage of the cheaper, less flexible fares.
Has anyone noticed on JQ's reservations site the default dates are both in the same month but if your input a departure date later than about the 22nd, the return date changes so instaneously as to be imperceptible, to the following month. I have therefore made many multi-seat reservations for a brief trip only to receive the itinerary showing I'm not coming home for more than a month. I have therefore grudgingly wasted thousands of dollars on rebooking the return sector on the correct date. The cost of my embarrassing stupidity and inattentiveness? On occasion I actually dont notice the error and turn up at JQ counter for the return flight to be told I have no reservations. After the standard exchange of unpleasantries with JQ staff, they locate the reservation on a date one month hence and sneeringly find seats on today's flight.

JetStar, I am OVER this!

In my view this ploy smacks of misleading and deceptive conduct.
It is of course nicely defensible on the basis of 'convenience' to their pax.

Given that my difficulty is quite capable of being predicted by any reasonably intelligent person, surely it is incumbent on JetStar to provide a warning that in the nanosecond following input of departure date, they have CHANGED the month of return in a way that is not at all obvious?

Maybe they could even not be so concerned at their customers' 'convenience' and leave the damn month the way it is when the departure date gets filled in? That WOULD get noticed by ANYBODY who actually wanted to come back more than a month hence (not the majority of pax I suspect).

It would be interesting to know the nett economic benefit to JetStar of the success of this device.
Surely I am not the ONLY drooling imbecile amngst their clientele?

 

[anat0l]

Re: JetScam?

Has anyone noticed on JQ's reservations site the default dates are both in the same month but if your input a departure date later than about the 22nd, the return date changes so instaneously as to be imperceptible, to the following month.

On experimentation it appears that if the Departing date is set to be later than the Returning date, then the Returning date is "reset". The default "reset" is one week from the Departing date. In the case where the Departing date is near the end of the month, it is likely that this will mean the "default, reset" Returning date is set to the next month.

Since hardly anyone books a flight which would leave and return on the day they visit the website (this would mean no fiddling with dates), setting the Departing date first (which is the natural thing to do) will necessarily make it later than the Returning date. Hence once you move away from the Departing date, the Returning date will reset itself so that it is seven days after the Departing date.

I wouldn't say it is instantaneous as to be imperceptible, though.... it is a quirky system (most people on JQ want to travel for at least a week?), but you seem to say that this has happened to you more than once, with the same error. Irrespective of JQ's implemented system being faulty, isn't it a bit odd that, armed with the knowledge that it was a date problem, you have never thought about preventing yourself making the same mistake again and again by carefully reviewing the dates of travel at all points in the booking process?

 

[FirstClass]

Thanks for the feedback. Maybe I am an oddity. My typical flight is same day roundtrip but otherwise no more than a couple of days which is why I am perhaps prone to this difficulty. I probably should learn and doublecheck but if you consider that this is only going to occur late in the month and then only be irrecoverable when buying the inflexible tickets for friends and family, it happens with just sufficient infrequency to forget from last time.
Must be the Alzheimer's I guess...
By way of comparison the QF site does NOT appear to have incorporated this 'difficulty'.

 

[anat0l]

By way of comparison the QF site does NOT appear to have incorporated this 'difficulty'.

No, but the QF website does have the oddity of "resetting" the Depart and Return dates if you change the Origin and/or Destination.

 

[FirstClass]

When that happens on QF site it is quite slow and VERY obvious even to the likes of me. It has none of the stealthiness of the month change on the JQ site. I seriously doubt QF derives any financial benefit whatever from any inconvenience that might be suffered as a result of their trifling 'quirk'.

 

[oz_mark]

Err, in my experience the dates of the flights selected are shown several times before you get to the payment page.

On the choose flights page, the passenger detail page etc.

 

[Michael Jetstar]

Regarding FirstClass's post on the 13th, Jetstar have a customer feedback page which can be found through the 'Contact us' link at the bottom of the Jetstar homepage.

 

[anat0l]

Oh, and it seems in the whole hubbub of flying flak, we seem to have pushed our community spirit in the background.

Welcome to AFF, Michael Jetstar.

 

[Danger]

Has anyone had any experience with actually making a claim against the charter? If so, what was the process? Did you simply call their 13 number and select option four (the charter)? I won't go into the detail of my issue (at least not yet) but, today is day 15 (they promise 10 to 15 days) and, despite having spoken to JQ twice since day one and again today, they can't tell me when or, really, even if someone will get in touch with me.

 

[samh004]

I won't go into the detail of my issue (at least not yet) but, today is day 15 (they promise 10 to 15 days) and, despite having spoken to JQ twice since day one and again today, they can't tell me when or, really, even if someone will get in touch with me.

It’s probably 10 to 15 working days, not all days.

Just consider yourself lucky you’re not dealing with Virgin Blue, there was another thread today of someone waiting 40+ days with still no response.

 

[Danger]

Fantastic!

Yep, today is the 15th business day. Doesn't seem to make much difference. The JQ agent just said that's the "aim". Good thing that's not in the guarantee!

 

[JeniSkunk]

I assume you have some relationship with Jetstar, but unless Jetstar has very recently lifted its game with some of these things, I think you'll be handing out lots of $50 vouchers.
I would guess this is a response to the governments threat about airlines need to sort out their service of it will be legislated.

We understand that getting a prompt response when you have a complaint is important,reat that's why we commit to:

• send you a dated acknowledgement of your written complaint within 24 hours of the receipt of the complaint by our Customer Care Team; and
• respond within 15 business days of receipt of your original correspondence.

I understand the average resolution time at the moment is much greater than 15 days

Where we've offered you a refund, we know that getting your money back in a timely manner is important too. That's why we commit to completing any refund within 15 business days of agreeing to it, assuming your account details are valid.

I still don't get it. You can take the money instantly, but it still takes 15 days after agreeing to give it back, for you to actually do so. Why?

Also, is Jetstar the judge and jury in deciding who is eligible for compensation vouchers, or is their an impartial arbiter, such as an ombusdsman?

One surprising thing that no-one posting in this thread has commented upon so far, from oz_mark's post from back in February, is that JQ in what they are stating, do not define any time restrictions upon JQ for JQ to reach agreement with pax making a compensation claim as to compensation amounts paid. In other words, JQ can take as long as they want in reaching that aggreement, after the initial 15 days for making the initial response to a pax making a compensation claim.

Jenifur Charne

 

[Danger]

Well, it took an effort that would make creating world peace seem like a walk in the park but I finally won with JQ. My friend and I both received a $200 JQ voucher each.

 

[samh004]

Well, it took an effort that would make creating world peace seem like a walk in the park but I finally won with JQ. My friend and I both received a $200 JQ voucher each.

Congratulations! Though now you have to fly them again

 

[crazydave98]

Is "Michael Jetstar" Julie's brother?