So basically two friends and I decided to go on a trip to Queensland. Circumstances changed, and two weren't able to go, so I found another person willing to go with me on the trip, thinking it would be a simple $50 name change fee. But noooooo.
I called up Jetstar and the rep informed me matter-of-factly that the terms and conditions allow them to charge $50 per flight, meaning $50 x 2 for the return tickets from Sydney to Gold Coast. Also, she added that since the tickets legally belonged to my friend, they would have to remove the existing tickets from her name, and put on new CURRENT-priced tickets onto my new companion's name.
How is it that they can do this with my permission alone if the tickets legally belonged to my friend? As if to prove that Jetstar is indeed loco, the rep gave no reply, standard logical customer service from Jetstar.
So basically, they added on $165 of "change fees" to the ticket for a mere change of name, for tickets already in my legal possession and ownership (who they tried to tack onto my friend despite me being the purchaser of the tickets, simply for their failed attempt of disguising their greed). The tickets being $150, I obviously refused the change fare and hung up disgusted by their lack of business discretion and logic, and also lack of transparency on the terms and conditions of their website.
I will be reporting this to the ACCC and possibly also the Fair Trading Office. I don't deny that budget airlines do need to make money, but please don't lie to customers regarding the motives and neccessities of having such policies in place, nor mislead them on your websites about fees.
In no other industry will you find these practices acceptable. Refer to the retail industry- imagine buying a pair of jeans and upon exchange, having to pay extra simply because the jeans were no longer the same price. And maybe extra fees because you had purchased the jeans for a friend and somehow the unworn jeans had legally changed ownership as a corollary of this fact.
Jetstar you are disgusting.
Comments
I had a similar experience
I had a similar experience with Jetstar. I purchased two tickets, used my contact details, my credit card. Due to a break in relationships, and other person not travelling, I tried to get a name change. Their so called terms and conditions states name changes allowed. for the tickets that I purchased. Interesting that when I tried to change a name of one of the tickets, all of a sudden these new conditions which were not transparent were waved to me. Making complaints is a waste of time with jetstar stating different reasons as to why they would not allow me to make name changes, e.g, me selling the tickets to another party, to respecting the privcy of the other person. Interesting to note, they were not interested in protecting the other persons privacy by asking me if I had permission to purchase tickets in their name. Lack of transparency, and changing their own terms and conditions to ensure that they protect monies that they have taken from you by deception is a low act. I have no idea why the govenrment and other consumer affairs agencies allow airline to behave in such a manner. At the end of the day, they are providing a transpotation service, I was not aware that because it involve flying, it makes them into some sort of god. If I ran a local business and decieved cusotmers, I would be taken to the cleaners. Airlines, especially jetstar need to be held to account.