FLIGHT CANCELLED AND NO REFUND OR VOUCHER ! DON'T FLY JETSTAR

Hi, i hda the same flight for just after the refund date - they promised me a refund of which yesterday was the 15 days - i got an email saying it has been approved and will be paid in 5 days. Once it has, i will put my booking number and name up here for anyone to refer to as it was the budget ticket which people are having trouble getting refunded. I went to jetstar new zealand site and looked at contact us section and called the 0800 number. Just remember, if they cancelled a flight, they must give refund, not a voucher.

Did you get an email or notification about the cancelled flight. I checked online and it was just blank, had to call them to find out.

Agata - name me a single company that has direct phone numbers for their customer service managers? Jetstar don't have an email address that customers can email directly so it's not surprising you haven't gotten a response to that, and as for the online complaint form, it specifies a formal response will be provided within 15 working days which is actually about 3 weeks.
As for website updates about Japan, the website previously said that people needed to call by sometime in mid to late April to re-arrange their travel plans. Being that that date has passed and most people have had ample opportunity to sort themselves out by now, why should they keep it on the website?

Agata - My experience is similar to yours. At on point in time the website clearly indicated a full refund would be given for those wishing to cancel their flights to Japan (within a specific time frame). I called, canceled the flights and was told I would receive a full refund within 15 business days. Without pondering why it takes Jetstar 15 business days to issue a refund I accepted this as a good outcome.

Called them again 7 days later to re-confirm the refund was in progress. Was advised, yes the refund was on the way but it would be up to another 8 business days. The refund amount was also confirmed. This all sounded good to me as it re-confirmed what I had been told 7 days earlier.

One month later still no refund, Called them and they said ..."you will be receiving a voucher". Er .. no I bloody well will not be, I responded. I had detailed the dates & times of the previous calls, who I spoke with (I think the call center staff give fake names anyway) and what they said. At no time did I agree to accept a voucher. Jetstar policy appears to be to lie and string you along until you give up.

Yes – they are THIEVES and will attempt to keep you money. I suggest you contact the relevant Fair Trading Dept in NZ asap.

Hi !
Thank you for that last comment .I will contact a relevant Trading Company in NZ . NZ Herald is interested in writing about this.
Wrote to fairgo so it might show on NZ TV very soon . The more bad ads they get the better !
As for the second response - please go away !

Agata - I'm sorry that you can't handle the facts - like so many customers.By the way, when the change to your flight is done weeks or months in advance, it's not a cancelled flight. It's a change in schedule - which they are allowed to do as long as they inform you and offer you options.

Thank you ANONYMOUS For your continued interest in my case, I would normally come to the natural conclusion that you are actually a paid employee of JETSTAR. But the fact that you show any interest at all makes me a little suspicious. I would hope that if you were a representative you might act like a modern company and post useful information to your many ... many disgruntled customers in an official manner rather than random anonymous attempts at damage control.

Now , In my busy life I am afraid that I have never read every detail of what large international airlines are and are not allowed to do.

What I did read was JETSTARS absolutely GLOWING customer guarantee... (http://www.jetstar.com/nz/en/what-we-offer/our-guarantees/customer-guara...) . . .then in confidence of JETSTARS promises I read the agreement details and handed over my hard earned savings.

My flight was canceled . . . I rung the friendly customer service call center.... and my story is the same as everyone else's after that.

Utterly frustrated at hearing the same scripted lies being told by faceless call center staff. I attempted to find someone from Jetstar that would hear my case. If you are unfortunate enough to work for JETSTAR ANONYMOUS then you will be the first "contact" (all be it unuseful ) that I have had from your company. I never mentioned that the customer services managers direct phone numbers should be listed on the company website rather someone with SOME authority should be contactable through chain of command at the service centers. Head office email addresses are available on the internet. Again I never mentioned that they should be available on the companies main web site *although a quick check of 10 large airlines and all of them have at least a secondary email contact system (in and above the standard inquiry form). A three week reply from a inquiry form is just plain unacceptable.

JETSTAR have never made any attempt to contact me or even made appropriate information available to their not so valued customers.

The 22 times I contacted the JETSTAR customer service center they did offer me an option ... A REFUND IN FULL ... which i have never seen.

@ANONUMOUS if you feel the need to post a reply to this message, I think first of all it would be fair if you let us know of your relationship with the company in question , and secondly even if you are just some misguided individual with to much time on your hands I Invite you to read JETSTARS customer guarantee page, After which search around the internet and see how many successful airlines have their very own hate page built and populated by its adoring customers. Let alone one that is so frequently visited it has made its way near the top of the list when searching for the company name.

I look forward to your next post

NEVER FLY JET STAR !

woah go agata. you show that annoymanus mutant who seems to be in love with jetstar. Go hard girl & fight for your coin! Im sweet cos im flying air new zealand! thanks for the warning