I had to make a quick emergency flight booking to Gold Coast because one of my relative passed away.
I wanted to book the first morning flight available.
I have filled in all the details and was at the final payment stage.
I have entered my credit card details and submitted but the page gave me an error.
I have entered my credit card detail again and repeated this process about 3 more times.
I closed the browser and started the process again and found that the morning flight i needed was sold out.
We decided to drive instead of taking the flight as other flights were too expensive and next reasonable one was in the afternoons.
When i checked my credit card the following day, i noticed that they had charged my credit card.
I have already missed the flight because i didn't know the transaction went through.
I have contacted Jetstar but they won't give me a refund because their records show it was all OK and made me feel like if i was lying to them.
It's hard for me to prove but the website payment page definitely gave me an error and has issues.
I would have taken a photo or screen shot of the error page if i knew this would happen.
It feels extremely unfair that my money is wasted because of their weak payment system.
Comments
I too had same issue-tried to
I too had same issue-tried to pay with my Visa for booked fight to Sydney from Melbourne online with Jetstar.When I tried to pay it said "unidentified error "and total to pay$0-I tried again and the site kept returning to my bank details although all was correct.I assumed the booking was not done and booked the same flight with another airline.I later found out Jetstar had debited my account for the booking amount .However they also sent me an email from their "team" asking me to complete booking???? Try contacting them.The customer care people are non existent and there is no phone or email to relate to. They have taken my money with no way to redress the situation.Totally unacceptable and wong.
I had exactly the same thing
I had exactly the same thing happen to me last night whilst trying to book a Sydney to Melbourne flight for next week.
You are not alone Mike!
It's not an isolated incident, they know about it but are refusing to refund my money as well.
great to know-I have lodged
great to know-I have lodged complaint with ACCC+ Airline ombudsman+my bank(who will not stop payment!) but Jetstar have not yet contacted me(they say they will in 15 days!!)They say there is nothing wrong with their site.They are impossible to contact/talk to/discuss with/complain to................they said I had to prove I had made an alternative booking for same fight but would not provide me with email address or postal address to send docs. to them.The best bit though is they sent me an email just after I left their site from their"Jetstar Team"stating that they wanted me to complete booking as they could not hold the so called cheap fight for much longer,thereby admitting it seems,that I had not completed booking.What an absolute farce!!!!
Great to know other people
Great to know other people had same issues. If there are other people who had same issues, please do leave a comment. We can show them that their website is NOT working properly. I have gone through their painful chat service and left my complaint with them. They will review and let me know in 15 days.
I have also lodged a
I have also lodged a complaint with the ACCC and the department of fair trading. I have also tried to get my bank to stop the payment but it seems they are powerless to do so, apparently mastercard and visa can't reverse the transaction unless the merchant allows it. I feel we just got robbed.
Yes-please comment if you had
Yes-please comment if you had same issues-Jetstar should not be allowed to take money like this.It is appalling customer service and their so called "chat line" is a laughable disgrace!!I,ll take it up with Fair Trading as well...................................
I have just received a
I have just received a response from Jetstar Customer Care after I submitted my incident /case to the Airline Advocate.They have kindly agreed to refund the full amount debited as a gesture of goodwill,so I am impressed with the fact that the company does seem to care about mistakes and customer relations after all.I will await the refund deposited back into my account in approx.ten days.
Good to hear that you are
Good to hear that you are getting a refund. I also got an email response from Jetstar Customer Care but they are not giving me a refund because they have sent me an email and it's not their policy to refund starter fares. I will try the Airline Advocate.
Same thing has happened to me
Same thing has happened to me when booking flights online. I don;t know how, but I did manage to talk to someone and they told me that the payment had gone through. I think in future that taking screen shots at every step may help, especially when the error comes up on the payment page, that way you have proof of what you are talking about