Jetstar refuses to allow family to use extra booked and paid for seat on flight

[pshepvic]

I don't believe anyone still disagrees on that point.

There is an entitlement to get the taxes back and an expectation to be treated in a civil manner. Unfortunately JQ and other LCC will continue to get away with this so long as people accept the pain.

Agree. The problem is when you do speak up or put a formal complaint in, absolutely nothing happens (and I'm speaking from experience not hearsay). The only way they will take note is if everyone refuses to fly with them, and that'll never happen as most people flying them either don't have a choice because of location, or won't pay more for the flight and will put up with anything for a cheap fare. I've walked away from them but not everyone will put their money where their mouth is and do the same.

 

[straitman]

Agree. The problem is when you do speak up or put a formal complaint in, absolutely nothing happens (and I'm speaking from experience not hearsay). The only way they will take note is if everyone refuses to fly with them, and that'll never happen as most people flying them either don't have a choice because of location, or won't pay more for the flight and will put up with anything for a cheap fare. I've walked away from them but not everyone will put their money where their mouth is and do the same.

I have also walked away from them with the ODD exception.

ie JQ30 MEL-SYD with F lounge access.

 

[pshepvic]

That would be my only exception too! However after the recent appalling JQ35/36 experience I had (one that didn't go to/from Sydney purely for Flounge reasons) I won't fly JQ overseas again.

 

[Dantine]

I've had to let a few $19 Friday Frenzy fares go lately as I've had to be elsewhere. When I know I'm not travelling, the philanthropist in me comes out. I find a row with people in aisle and window and pick the middle seat and online check-in. That way, somewhere out there, two people have a little extra room to stretch their legs.

On a side note, I was at one stage checked in to two different flights simultaneously (the other QF) leaving from BNE within an hour of each other. I wonder if that rang alarm bells somewhere...

 

[froggerADL]

There is an entitlement to get the taxes back

I would expect that JQ would have a refund fee that would far exceed the taxes due.

Last week I didn't fly a JQ/3K flight from KUL-SIN. I wonder if I should ask for the taxes to be refunded? The taxes were MYR51 ($16) and the fare was MYR0 ($0)

 

[wilco]

I don't believe that JQ will refund you any money (you can try for the taxes) as effectively they will see it as a no show.

You're right. JQ will not refund any money, even taxes. They are very sneaky and claim that the non refundable "fare" includes both fare and taxes, therefore NOTHING is refundable. I considered taking them to court over it, on principle, but decided it just wasnt worth it. Ive also not flown them since as I detest how they treat people.

It also doesn't sound like the OP's friends were after a refund, they just wanted to make use of a seat that was paid for. I see no problem with this. I DO see a problem with JQ re selling his seat that he has chosen not to use. IMO, its not something that can be sold multiple times. If they on sold it, they should refund him. If it went out empty (or shared between his daughters), he pays for it. Just my 2p worth.

Don't agree. The passenger was a no show, the flight was overbooked, so they rightly gave the seat to a passenger on the wait list. So good customer service there and clearly on the return the flight wasn't full so they were given full use of the 4 seats so again good customer service.

I equally dont agree. If the flight was oversold, this is the airlines problem. Another passengers noshow should not unjustly enrich the airline, by enabling them to sell and take payment for more seats than they actually have. Sure, its great for the pax who got on, but its simply not fair or legal from a contract point of view. No judge has or ever would allow "unjust enrichment" and selling the same thing twice is just that. If he didnt show up and the airline needed his seat, they should pay him (by way of refund) for it. NOTHING is for free!

 

[mannej]

But he was a no-show. Unfortunately unless booked with a fare that allows it, the OP's friend forfeited his fare under the conditions.

 

[wilco]

Yes you do get 2 BPs.

I cant say with 100% certainty on JQ, but with QF you do not get 2 BP's. The 1 BP you do get has "EXST" printed in the service information, highlighting that an extra seat is allocated.

Ive had a few issues on Qlink flights where the dispatcher is confused regarding how many people are actually on board for weight and balance considerations.

but my experience in complaining to JQ gets you nowhere so I've resolved just to never fly them again).

Couldn't have said it better myself. Actually I can. JQ is trucking useless!!

 

[wilco]

But he was a no-show. Unfortunately unless booked with a fare that allows it, the OP's friend forfeited his fare under the conditions.

And JQ only found out he was a no show because his wife thought she would do the right thing in letting them know and then got shafted for her honesty.
Regarding no-show..... the seat is his property that he has paid for and surely its his right to decide who he forfeits it to, in this case his wife and 2 daughters. If he was travelling solo, then there is no one but the airline to forfeit it to, but in my opinion, its not for the airline to resell something its already sold once. Can you imagine if a passenger bought a sandwich onboard and then decided they no longer wanted it. Could JQ resell it, despite the first passenger not opening it? i dont think so...... Could the same passenger give the sandwich to his wife/children/travelling partner? absofrigginloutely!!

Airlines that are "difficult" cause people to do whatever they need to do to circumvent the ridiculous rules they have in place. Whats the bet that faced with the same circumstances, the next person would simply keep mum until the last moment so that they get their empty seat and the airline doesn't have the opportunity to resell something that is no longer theirs? i know I would.

All im saying is that its a real shame you have to play dirty to beat the bastarlines at their own game.

 

[tuapekastar]

Airlines that are "difficult" cause people to do whatever they need to do to circumvent the ridiculous rules they have in place. Whats the bet that faced with the same circumstances, the next person would simply keep mum until the last moment so that they get their empty seat and the airline doesn't have the opportunity to resell something that is no longer theirs? i know I would.

All im saying is that its a real shame you have to play dirty to beat the bastarlines at their own game.

I have done something similar. My one and only return trip on JQ domestic was about 5 years ago MEL-HBA-MEL (someone else booked it for me in my absence for admittedly a dirt cheap fare). I needed to change the date on the return ticket, but taking into account the change fee it was cheaper for me to just 'throw away' the existing HBA-MEL and book a new one for the required date. No way was I going to tell them so they could re-sell the seat.

Petty? Maybe (I acknowledge running an airline is a complex business), but as you allude to airlines do live by a very one-sided set of rules that I suspect many other businesses probably could not get way with it.

 

[harvyk]

On a side note, I was at one stage checked in to two different flights simultaneously (the other QF) leaving from BNE within an hour of each other. I wonder if that rang alarm bells somewhere...

That would require the JQ systems and the QF systems to actually talk to each other, which they don't...

 

[TheInsider]

That would require the JQ systems and the QF systems to actually talk to each other, which they don't...

But this would be the same case on any airline, even within it's own systems.
People do have the same names!

 

[wilco]

I needed to change the date on the return ticket, but taking into account the change fee it was cheaper for me to just 'throw away' the existing HBA-MEL and book a new one for the required date. No way was I going to tell them so they could re-sell the seat.

Petty? Maybe (I acknowledge running an airline is a complex business), but as you allude to airlines do live by a very one-sided set of rules that I suspect many other businesses probably could not get way with it.

Petty....yeah a little, but like i said, you have to play the game and in my opinion, you did the right thing. Why pay more for something to be done the way the airline would prefer it be done, so they can effectively line their own pockets when the same result can be achieved for half the price!

Id like to think im a reasonable, tolerant and fair chap, but I also do not tolerate being taken advantage of either. Airlines are the first to throw the rule book at you when something doesn't work out the way you anticipated, but they expect you to cut them significant slack when the shoe is on the other foot. This does not work for my either....... IMO, Give and take is the name of the game.

I cant recall the specifics as it was some years ago, but I had a problem with a QF flight the previous week. Long story short, whatever it was, was my fault, and I copped it on the chin. The next week I had a flight ADL-SYD-NRT-JFK. I arrived well before time and was told that the ADL-SYD flight was significantly delayed and I wouldnt make the NRT connection. they offered to fly me out the next day ADL-SYD-LAX-JFK and I asked how I would be compensated (upgrade??) for losing 1 day and was told I wouldnt be. I said well best you find another way for me to reach NRT for my onward flight to JFK TONIGHT and was routed ADL-MEL(CX)HKG(CX)NRT. Stupidly for them, the delay was ongoing from the morning and if they called me, i could have taken the earlier flight but alas, they apparently didnt know i was connecting,despite all flights being on the same ticket. The reroute cost them a bomb im sure, but I thought sod you, you held me to the T&C's of the contract last week, ill do the same to you this week. In all honesty, had they cut me some slack the week before, I would have trundled off home and returned the next day, but if thats how they choose to play, well BRING IT!!

But this would be the same case on any airline, even within it's own systems.
People do have the same names!

surely its not a stretch to understand that an airline would look at other factors in determining duplicate bookings, like the credit card used for the booking, frequent flyer details and date of booking to name a few.

I must say, this is one thing I find very frustrating about this forum. Posters seem intent on taking very strict literal or abstract meanings to an argument for what can only be seen as being argumentative in order to stir the pot. I thought this was a forum where people shared knowledge, advice and opinions but it seems I may be mistaken. Quite disappointing to say the least....

 

[mannej]

Perhaps it may be that way, but some of the posters here do work for some of the companies involved, so have a knowledge of how their internal systems work.

 

[TheInsider]

surely its not a stretch to understand that an airline would look at other factors in determining duplicate bookings, like the credit card used for the booking, frequent flyer details and date of booking to name a few.

I'll give you an example on how this is pretty much impossible to police.
For credit card usage; some travel agents book their clients on numerous flights through out the day (and yes these are full Y fares, but still have numerous bookings!). It's not possible for staff to assume if the one person is that same person on other flights, and is not for the airline to judge.
Have you ever been on Air China or VN? Well for these services about 30-50% of the flight have the same surname with about 5% of these people having the same first name too, btw their check-in system is completly different to QF's Altea CM.

 

[Flying mermaid]

I must say, this is one thing I find very frustrating about this forum. Posters seem intent on taking very strict literal or abstract meanings to an argument for what can only be seen as being argumentative in order to stir the pot. I thought this was a forum where people shared knowledge, advice and opinions but it seems I may be mistaken. Quite disappointing to say the least....

I think it is true of most Bulletin boards - just human nature. I have been on a few over the years and while the majority of people are very helpful and want to share, others either take a dislike to you/your opinion, or are just very pedantic and like a good argument (monty python?). If I find someone is making me a bit stressed I just put them on my ignore list, or avoid the board for awhile

 

[wilco]

I'll give you an example on how this is pretty much impossible to police.
For credit card usage; some travel agents book their clients on numerous flights through out the day (and yes these are full Y fares, but still have numerous bookings!). It's not possible for staff to assume if the one person is that same person on other flights, and is not for the airline to judge.
Have you ever been on Air China or VN? Well for these services about 30-50% of the flight have the same surname with about 5% of these people having the same first name too, btw their check-in system is completly different to QF's Altea CM.

Umm.... my understanding of a duplicate booking is a booking for the same person on the same flight and not multiple flights for the same person on the same or different sector on the same day, which you so rightly point out are numerous rather than duplicate bookings.

John Smith (JS) booked MEL-SYD-DRW and another unrelated JS flying MEL-SYD-CNS could both be booked on the same MEL-SYD flight but clearly they are 2 different bookings due to the onward travel. They could very well be bookings for the same JS but they are NOT duplicate bookings and would not be cancelled by the airline. If they were incorrectly cancelled, a quick phone call would have the booking restored quicker than you can say boo! (with a reputable airline at least, ie: not TT or JQ)

As for CA or VN (and I understand why you have used them as examples) and any other airline, they will always have systems in place to detect duplicate bookings. Simply having the same name does not constitute a duplicate booking. Im really at a loss as to why this is such a difficult concept to grasp.

even further offtopic, back to back tickets are also "illegal" for most fares but this is infinitely more difficult to police. I know its a question of marketing and pricing to what the market can bear, but I have never understood how an X-Y-Z fare can be half the price of Y-Z when there is no direct X-Z flight in the first place. Please dont confuse this with a non stop being more expensive then a 1 stop, as in this example there is no non stop service between X and Z.

I think it is true of most Bulletin boards - just human nature. I have been on a few over the years and while the majority of people are very helpful and want to share, others either take a dislike to you/your opinion, or are just very pedantic and like a good argument (monty python?). If I find someone is making me a bit stressed I just put them on my ignore list, or avoid the board for awhile

Aint that the truth!! I like your very measured and mature response. Respect.

 

[medhead]

Umm.... my understanding of a duplicate booking is a booking for the same person on the same flight and not multiple flights for the same person on the same or different sector on the same day, which you so rightly point out are numerous rather than duplicate bookings.

I think this whole discussion line is working at cross purposes. It seems to have started from someone who was checked in on a QF and JQ flight at the same time. To which the reply was that the QF system won't even do something if checked in on 2 different flights at the same time (so why expect JQ and QF to do something since their systems speak completely different languages, or words to that effect). So duplicate bookings really don't come into that discussion.

They do of course come into the discussion about booking 2 seats for one person. However, that matter has been effectively dealt with already - you need to ring the call centre to book 2 seats for comfort. They then set up the bookings so the duplicate isn't deleted.

even further offtopic, back to back tickets are also "illegal" for most fares but this is infinitely more difficult to police. I know its a question of marketing and pricing to what the market can bear, but I have never understood how an X-Y-Z fare can be half the price of Y-Z when there is no direct X-Z flight in the first place. Please dont confuse this with a non stop being more expensive then a 1 stop, as in this example there is no non stop service between X and Z.

The answer is obvious, surely. They want you to fly with their airline and not the competition who does fly between X and Z.


Sent from my iPhone using Aust Freq Fly app so please excuse the lack of links.

 

[JohnK]

Hindsight is a wonderful thing. As far as I am concerned a seat paid for and not utilised is not there for the airline to do as they please. In this case the family should have had full use of the fully paid seat not Jetstar to sell it again. And I don't care what is written in the conditions of carriage either.

And there will always be someone defending the lack of Jetstar customer service.