As the Australian government was asking us not to travel to Japan and because of the radiation danger from the Tsunami and nuclear Power Plant explosion I phoned JetStar about their approach to refunds or deferral of travel. To my pleasant surprise I was promised a refund, along with other people I know. So, I happily went off to book and pay for a cruise as an alternative holiday. As others received their refund and I hadn't I phoned JetStar to find out when I would receive it. "Oh, no you were misinformed. The Finance Department rejected your claim". No-one had called me. JetStar call centre people are so rude. The last one I spoke to did offer me a trip anywhere in the world for the same money I had paid and then realised he had said the wrong thing and recinded that offer! I have also been offered a voucher to spend. Terms were to book within 3 months and travel within 12 months. But, you guessed it, still waiting for the voucher. Complaints via telephone and on-line must go into the ethernet. I even phoned Qantas to see if they could help. And, you know the answer to that one too. Even though Qantas owns JetStar they are different companies! Very angry here and frustrated as there is no-where to turn. There's no street address for Jet Star anywhere it would seem. Maybe there is no such company. As one of the JetStar "customer service" operators said, "There is no-one else. We are agents of JetStar and it's no use speaking to the media, the outcome will be just the same."
Comments
Did you accept the voucher?
Did you accept the voucher? If you do, that is too bad as you will never get cash refund.
Have you checked thread
Have you checked thread called "Refunds for Japan"?
http://www.dontflyjetstar.com/complaints/refunds-japan
There are people out there who are getting full refund. I never accepted "voucher" though...
Perhaps you could write to
Perhaps you could write to Gen Peter Cosgrove (ret) he is a director of Qantas since 2005. You could tell him how Jetstar in your experience devalues Qantas.
Call back, be polite (not
Call back, be polite (not aggressive) and ask to speak to a supervisor regarding the issue as if you're promised a refund, you are entitled to it. Your other option is to fill out the customer care feedback form on their website and ask to be called about the issue. When you are called back it will be by someone in Australia.
I fill out the customer
I fill out the customer feedback form and took almost a month to get reply and in the letter said
" Our fare come with special conditions, and we take care to explain them during the booking process and in your itinerary receipt. Ond of our condition is that all Jetsaver fares are non-refundable and you were advised of this in the Condition of Carriage which you accepted when making your booking. Regrettably, I'm unable to assist you with your request for a refund of your booking as a result"
What the hell!!! Does it matter what type of ticket customer purchased.....it is Natural Disaster!!
Will NEVER EVER BOOK JETSTAR AGAIN!!!
How incredible! My girlfriend
How incredible!
My girlfriend and I have received exactly the same treatment (EXACTLY) regarding our voucher from Japan.
We first requested the voucher on the 11th April (told it would be sent within 5 working dats), we then received a phone call on the 27th April advising this hadn't been done and they would process again (5
business days), I called up on the 28th (to check) and advised it would take 18 business days - explained this would mean receiving after our actual leave dates and told it would be processed as urgent in....you guessed right - 5 working days.
I have just got off the phone to Sh*tStar and have been told that my voucher will arrive at the absolute latest on the 18th May - ironically this is 3 days into the actual holiday we have planned.
To say I have no faith is an understatement - they are useless. Apparently if I ring on the Friday before we leave (Monday) they ‘might’ have the voucher processed. Plenty of time to plan and book accommodation etc. Guess we won't be booking anywhere else with the voucher then?
Completely amazed by the lack of customer service and the lack of 'let's fix it' attitude. No opportunity to speak with anyone else even when I demanded it. What a bunch of nitwits and nincompoops - they are the worst. Incredibly frustrated!!
Why the above accept the
Why the above accept the voucher as you can demand for refund if your flight is between March and June? Many of us took the painly process but finally got the cash refund back. I was one of those! If you ever not flying with this airline again, why get a voucher and have to fly with them again. Just don't understand!