Jetstar Issue: Credit Issuance for Max Bundle

[JRWhite]

Is anyone else experienced this ?

I had several bookings that I paid for the Max Bundle for flexibility on a credit. The conditions were a credit could be issued with a $10 fee deduction. I cancel and converted the bookings to a credit online – value online of the pending credit was confirmed as the value I paid less $10 on each booking so all ok at this point.

The vouchers arrived at 50% of the expected voucher value.

I.e –$510 Booking. Expected Max Starter voucher value $500
Voucher received now only $250

 

[AIRwin]

Was it just yourself on the original booking?

 

[Hvr]

Were the flights originally booked with the Max bundle or was this added later?

 

[JRWhite]

Yes Max Bundle from the very beginning.

two bookings - One for my son (separate booking ref) and one for myself.
(1 person on each booking)

The booking had to change 3 weeks ago as Jetstar cancelled the flight we were booked on, moved to a earlier flight over the phone and I also confirmed with them on the phone again the Max Bundle rules should something change and they were as they have been for so time. Full Value less a $10 fee.

This 50% thing is something new

 

[JRWhite]

I have spoken to Jetstar. They will issue another voucher on the terms from 3 weeks ago from cancelling the original flight as this was an option at the time. sound like I will even get the $10 fee added to the voucher total. (wait 14 days)

This however does not address the issue I have.
When did this new policy come in ?

The only answer I got was the decision to issue a voucher for 50% was from the credit team and the suggestion is the rules can change due to COVID

I won’t make another booking until I get some clarity as I don’t want to pay for the option of a voucher if I am still subject to a $10 fee and then only 50% on the value

Facts
- The conditions attached to the Max Bundle when I purchased both bookings was the booking could be a full credit voucher less a $10 fee.
- When I processed / cancelled the booking online, the value displayed on screen for the voucher was the expected value. the cost of the booking less $10. (not the 50%)

FYI : These bookings were NZ Domestic Jetstar bookings.

 

[dajop]

I have spoken to Jetstar. They will issue another voucher on the terms from 3 weeks ago from cancelling the original flight as this was an option at the time. sound like I will even get the $10 fee added to the voucher total. (wait 14 days)

This however does not address the issue I have.
When did this new policy come in ?

The only answer I got was the decision to issue a voucher for 50% was from the credit team and the suggestion is the rules can change due to COVID

Sounds like a typical Philippines call centre response (presumably) for any company operating out of there, and talking out of the backsides. Hopeless. Max fare cancellations have nothing to do with COVID.

 

[Kiwi_Flyer]

I've found that if more than one flight on a JQ NZ max bundle is being cancelled the credit is only a partial one and need to chase up to get the remaining credit. It is annoying and presumably some people don't notice and so get ripped off.

Unfortunately I've had a bit of experience with this lately due to JQ NZ's stuffing around their schedules (or whether they will fly at all) at short notice.