Refunds for Japan!!!!

Being told something and actually receiving something are two different matters.. I've been told in the past that I'd be receiving a $50 voucher.. 6 weeks later, yet another phone call.. no the other JS staff were wrong .. no voucher..

I didn't care anyhow - getting a voucher from Jetstar is like getting an 'bonus' filling at the dentist..

I am in the same boat, travelling in may and have been told by 2 operators no refund! we need a airline industry ombudsmen.

I'd like to know this too! A friend and I are meant to be flying into Narita on 30th May. I hadn't tried calling them yet but now I'm scared too!

Forgive me, I don't mean to sound insensitive... but isn't there every chance that by May there won't be any threat of radiation (which is the main concern for travel). They are offering refunds for flights up until April 10. If there is still a threat beyond then, surely they would extend it further.

I'm flying on the 12th April, just outside their 10 April deadline for a refund. So close!! I'm sure they will have to extend given what's going on?!

Ben who works for Jetstar.. give it up! You ARE insensitive and you represent Jetstar's morals through and through - NONE WHATSOEVER! Stop posting on here and talking as if people are stupid... don't you already get your high from doing that at your actual shift @ Jetstar? You seem addicted to talking to people condenscendingly. Just go away. People here are disgruntled and I for one DON'T want to hear what you've got to say!

I absolutely love Japan.. but I'm sure as hell will be avoiding to go there this year. So again.. Jetstar is profiteering from people any way it see fits with no empathy whatsoever!

And BEN seriously.. GET OVER YOURSELF .. I'm completely over you and the shit you spin on here.. do you think you'll be able to convince the disgruntled customers here to keep flying Jetstar? it's DONTFLYJETSTAR.COM not MAYBEONEDAYIWILLFLYJETSTAR.COM and also don't you have real-life customers to be rude to? Shooo!

I have just had a call from customer service (is that what they call it) to say that I was a liar and that I was never told that I would get a refund. Annoying considering my cousin was on the same flights but on a different booking to mine and got one. They have conveniently lost hers as I asked them to check to see if she got a refund. I did it the same day as hers and we had the same reasons. How do they get away with it. Shame on you Jetstar - their poor service needs as much media attention as possible. People without hearts.

The situation in Japan is changing by the day. I too am flying out on the 12th to Tokyo. I would not waste my time ringing them yet. If the situation is still bad mid next week, I think they will be in a position to extend the offer, eps if the Government (DFAT) continue to advise Austr. to get out of Tokyo. I purchased 1/2 price tickets on a budget airline - sometimes you get what you pay for. I will be upset if I can't get my money back - but I purchased non flexible 'get stuffed' tickets - cheaply with full knowledge of what would happen. We may all loose a few bucks - thats the way it is. We can windge about that - but it all that is petty compared with what some people are going through in Japan now.

hey nicki

has your cousin actually seen the money back into her account? we have come to learn that when an operator/supervisor tells u over the phone that a refund is granted it doesnt necessarily mean that you are actually going to get it

response to CHEAPARLINES
im only annoyed that friends who are travelling on same tickets as I am - Jetsaver - non-refundable are being given refunds and not me....same price, similar departure times...thats my only vice...

Jetstar Hater: I think the feeling is mutual in that I dislike you (and the crap you go on with) as much as you dislike me. The fact is, and i have told you this in prior posts but you are that stupid that you won't accept it, I don't work for Jetstar. As I have said, I work for another airline, and I have friends who work for Jetstar. I'm sorry if you can't accept that the point I made is a valid one, which is in line with Cheap Airlines comment - the situation in Japan is changing daily. If the situation continues to worsen/doesn't improve it is likely they will extend further dates for refunds.

I ask you, name me another airline that is currently offering refunds for flights beyond April 10. Check Qantas and Japan Airlines website. Both have the same offerings as Jetstar - until April 10. They too will probably extend depending on the situation.

So Jetstar Hater my message to you would be to go eat a dick.

Cheers :)

I guess I dont have a case.... given my ticket to Osaka is in June...
still 3 months away, and away from Tokyo......

Ben, Cathay Pacific Australia is offering refunds to customer who bought their ticket to travel from Australia to Japan before the earthquake, travel period from now up to 30 June.

that is what all airline should do

BEN seriously, why in the world are you on here???? Do you get off your socks telling people the same bullshit that they didn't want to hear?

You must lead a very, very, very BORING life. I really feel sorry for your pathetic, non-eventful life. Dont you have to go to a 2yr training on learning how to put your seatbelt on? That's the level of your IQ... quite obvious in your USELESS posts!

Eat a dick? Why would I wanna eat your stupid head? (yeh that means you're a dickhead, i know you missed what i meant by that)

@CathayPacific - Ben is a less than developed creature who thinks it's a bright idea to come on this site, defending Jetstar. *shaking my head*

I can't wait to see the day until Jetstar falls into receivership.

Jetstar Hater, you are one to talk. When I have an issue with a company (telco, insurance, bank etc etc) I don't go relaying my issues on forums every day, and comment on everyone elses complaints in a useless fashion. If I am pathetic, you my friend are more so. I have told you SO many times to GET OVER IT!

Furthermore your attempts to insult me are incredibly lame and immature.

CathayPacific - I agree with you. They should follow Cathays lead.

Yes, but Cathy Pacific's cheapest one way flight to tokyo from Sydney is $1369.87! They should be giving the money back cause they robbed you in the first place.

I flew Jetstar last Oct last yr for $499 return.

Hey Ben

Interesting comment about when you have any issue how you deal with it, All of the co's you quoted are regulatated and guess what have an internal and external disputes scheme and oh wait........ an Ombudsman.

That is why you get satisfaction from your complaints. If the above support services were to exist for airline customers I can guarantee you Jet Star would be Bankrupt, they know it and I know it.

That is why we have a pretend Customer Charter that nobody can claim against, it just another one of Jet Star's " lets pretend we care" moves.

Anybody with complaints needs to follow up with government organisation for consumer protection.

Is there a chance they will extend that dates?

Im flying on April 11...and i missed the refund by one day!!!!!

My flights were just as expsensive as Cathay Pacific and I've already come to terms I won't be boarding that flight or recieving a credit from Jetfail for it. So I just paid to change my dates November and will see how the situation is then...

Amy, refund now extend to flight up to 30 June.

Yiima, where did you see the refund period got extended to June 30!??!?!
would you mind send me the link?
I checked the Jetstar website, still said only up to Apr 10 inclusive....

and CheapAirlines
even Cathay Pacific is charging expensive fares, at least they dont take your benefits now and not give you a refund, they would have earned much more if they just follow Jetstar..

June, rang Jestar CS found that out. Nothings has been updated on website, not even qantas one.
I got my flight cancelled and refunded. (Refund would take 15days)

I also called and was told I will be receiving my refund in 15 business days. I was due to fly out 21st April.
One thing was strange is that they don't provide a reference number for the refund transaction or no call reference number as well..

Hopefully there is no dodgy business going on..

Thank you Yiima
I called and they said my flight is okay to be refunded. I have my flight refunded but like Dan said, no refund reference number.
The service representative was very helpful though, saying our Booking reference number is the number and we are more than welcome to call again to chase the progress of the refund.
The process was very straightforward and easy... i'm little bit surprised too, and he apologize as well saying unable to take us to Japan and very happy to refund the money.

Thank you all for the information. I have just called (ticket booked for travelling on 22 April and coming back on 1 May) and as everyone else said, it will take 15 business days for the refunds to get through and booking reference number is the reference number. I was surprise I was only holding the line for 5 minutes and the staff was very helpful.

Pop back in and tell us if you get the refund within 14 days.

I really hope you do !!!

refunds 15 business days. u might wanna call now 'cause they have new update for travel dates till 30 June :)) I requested for my refund already :))

I've been following this thread with much interest over the past couple of wks, in addition to checking the Jetstar website daily for Japan Earthquake Services updates. I have cheap Jetsaver tickets book for the 18th April and have secured full refunds after calling tonight. Refunds to be processed within 15 business days.

(15 days whiles those fat cats use the interest and play the short term money markets?)

Thanks guys for letting me know they're finally giving refunds! I've been waiting anxiously too and thanks to you have just rung them to get the refund ( in principle)! I'll be truly relieved when I actually see it. :)

I got my refund too for a departure to Osaka on 22 April. Anxiously waiting for the refund to come thru in 15 bus. days.

I just switched my Jetsaver Light Fares (travel dates - flying in April 11, flying out April 26, Melbourne via Cairns / Gold Coast ) from Narita to Kansai - no extra fees or differences charged.

thanks jetstar for hearing us out, extending the time for refund~
will book with you again when japan recovers~
cheers!

So has anyone got their refund yet? I've spoke to 3 operators and the 2 said I can't get a refund but then I called again and was speaking to a different operator and she said I will get a refund in 15days and it'll be in my bank acc, 6 more days left! They didn't ask for any details besides my reservation number how would the money be in my acc oh sigh

I read in another post that the "15 business days" is for Jetstar to approve the refund and the actual refund is not due within 15 business days. What do you think?

Anonymous - that is because, as has been said all along, policies change as further updates come out of Japan. People just needed to be patient for this. They should have a record of which credit card/bank account you paid with and it goes back into it.

Anonymous 2 -That is incorrect. The refund is approved at the time you speak to the person on the phone. The 15 days is how long people need to wait for it to be processed as there are probably hundreds or thousands every week. I'd imagine at the moment with the number of refunds they are doing for Japan and Christchurch that things would be a little busier.

Rang jetstar this arvo and had no problems getting my flights refunded. was due to fly out on the 17th june, rang them a week ago and they said no way they'll refund us, unless they get enough complaints. Must have got enough complaints or the govenment is picking up the bill?
Thanks to site though else I wouldnt have known they were refunding up to 30th june.. and thanks to jetstar for the refund..

I have called Jetstar so many times and each time basically told to stick it. what am i doing wrong?
i am flying out in may (sorry jetstar i dont feel like risking my health for this) useless.

hey david L...

i called approx 5 times and they wouldnt budge - that was 2 weeks ago, I called again last week and suprisingly i didnt need to raise my voice or explain anything - i just told him that im travelling in mid may and want a refund - he said yes and refund will be in my account in 15 days. thats all talk though, i will believe it when i see in my account. Also, i always try to speak to a different caller but they sound the same!!! lol

I think that was towards end of last week when they have internal arrangement to extend Flexible arrangement for booking until end of June. David L should give another try, unless you are actually not flying to Japan. Good Luck!

We rang JetStar before 6PM last night. Explained that we were flying to Narita on 29th April and flying back to Gold Coast on 13th May. Asked for a refund. No problems, apparently. They said to wait 15 business days and we should see the money reappear on our credit card. Unexpected - we thought we'd lost the money for sure. (Interesting that they still haven't updated their cancellation policy on their website, but I guess they want as few cancellations as possible.) Anyway, thanks guys, and thanks JetStar.

Hey guys, thats what they told me too, just wait 15 days and the money will be in my account. (1st april) ill let you guys know if its really true!

If you read their site regarding refunds, 15 business days is the standard waiting time in their customer guarantee. If they don't refund it in that time they will give you a voucher. I would hazard a guess with a higher number of refund requests going through at the moment that they will be struggling to meet the 15 business days.

I was scheduled to fly to Tokyo on May 13th, spoke with Jetstar yesterday and they are happy to refund the costs in full. Was told the money will be refunded to my creditcard within 15 working days.

Fingers crossed I dont have to chase them, but very impressed with them waivering the usual fare rules which dont allow refunds for JetSaver tickets.

I had no problems whatsoever getting all my flights cancelled. Besides my flights to Tokyo I had flights to Brisbane and Cairns (on different days (and 4 different booking references) to the Tokyo flight); and they refunded the LOT without question.

I was not expecting my domestic flights back - but got to give Jetstar full marks for that.

As I said last week, as long as the DFAT advice is 'do not travel' I don't think they have much of a choice. I've now flown to Jetstar twice to Japan on 2 for 1 tickets - both without a single problem whatsoever for 1/4 of the price of anyone else. I don't know what all the 'hate ' is about. It's time for some 'Jetstar loving'

See also http://www.dontflyjetstar.com/complaints/jetstar-treating-japans-earthqu...

A heads up all. Just had a call from Customer Care regarding online feedback I sent through before I was offerred a refund last week. I had originally asked if JS would consider extending the dates for flexibility due to the continuing nuclear situation. Customer Care rep said that he couldn't offer a refund due to JS policy but could offer me a voucher. Well, my blood began to boil and I said that Jerry (apparently it was Jeffrey so who knows) had offered me a full refund last Thursday, not an offer of refund and that he should check his notes. I said that if I took a voucher I would still have to pay the fare difference which I didn't have cause I doubted they would have fares for the same price I paid. He then read through his notes and saw indeed that I was already offered the refund and in this instance he would honour this as good will. I said it had nothing to do with good will because JS customer service are telling us we can have a refund! Okay I'm (hopefully) getting a refund and I am eternally grateful, but for other people who are in limbo it is not good enough that there is no consistancy in what operators are telling people. This is an electronic world, there is no excuse for no-one to be up to date with current policy, especially in a situation like this. From what I've read on this website this seems to be a big failing with JS. Except for this issue I've been happy with JS having flown 3 out of the past 4 years with them. Good luck folks.

We rang jetstar today and told them that we are due to fly in June, they said they can only offer voucher. We told them that there are people who have been offered a refund even though they are due to fly in May and June and the operator makes it sound like we were lying! She even told us to provide the name and booking reference of people who actually been offer a refund to their bank account!!! She said that maybe those people who got a refund didn't book with jetsaver. I'm not sure what we suppose to do now because they even say that if we decided to take the voucher now and then the policy change later and offer a refund then we cannot do anything about it!!! Is this how jetstar treat their value customer? I feel like I'm being deceived here.

P and P, it is the same here. ! The circumstances in Japan is not improving and the Do Not Travel is unlikely to be lift any time soon, we should be entitled to a refund not a voucher! And the fact that it force people to make a decision by April 11 is very unfair!!!

Just a follow-up on my post dated 24/03/2011

I received a confirmation itinerary "important things you need to know" in my inbox today, even though i requested and was granted a full refund of airfares (April 18th departure date) on March 24th.

I called Jetstar regarding this oversight, and was assured that my refund "was already being processed" and i would receive the full sale value of my fare. In addition the customer service rep stated that claims would now take 6-8wks to process (?), as opposed to the 15 business days that was originally stipulated. Interestingly, he said my originally flights were NOT canceled hence the automatic email generation of my flight itinerary. It seems rather dubious that jetstar would retain my original flight schedule and offer a refund at the same time? Is anyone else experiencing this same wall of incompetence?

I hold grave fears that i wont see my refund in 15business day or 6-8wks, yet alone be compensated with a voucher once this farce resolves.

Thanks to all. We called Jet Star on 15th March and were told that as we have booked in for May end we cannot get a refund or even a voucher then the policy changed and after reading all your comments I called Jet Star and was told that I could only get a voucher as per the policy. But persistence helps I negotiated for 90 minutes over the phone and they have promised that my refund has been processed and I will get within 15 days. There is no need to raise voice Just cry for refund again and again even if they tell you that they have got a strict policy or they have discussed it with their supervisor just be patient and keep on crying at the end the supervisor of the supervisor will process the refund as a good will gesture.
All your comments did help I woundn't have got the refund if I had not read your comments. I hope money appears into my account in 15 days.

Hi all, I'm in a very similar situation too. Original flights booked for 17th April, rang on March 28th was told I would get a full refund in 15 days. No questions asked, the guy I spoke to was very nice and assured me my booking number is the reference number and that I was welcome to call back on day 14 to get an update if no refund has happened up to that point. NOW, I am looking at their site and see they are only offering vouchers so am rather freaking out...will that refund actually go through? I didn't get an "important things you need to know" email like Brisbane did...so far....

I think all who were offered refunds will just have to wait the 15 biz days and see. Not ideal, but there are too many conflicting stories from JS staff to bother ringing for confirmation til then.

I just wish to point out that these vouchers they are providing are only allowed to be used by one person and have to be used in one transaction. WTF! might as well chuck it in the bin. I cant wait till this airlines goes the way of ansett.

Hi all, has anyone actually got the refund after 15 business days? I feel like I'm being deceived..

@Max - has it been 15 business days since you were promised the refund? I still have 7 more days to go before starting to ring them up again if I don't see the refund.

EVERYBODY.....MY FRIEND RECEIVED THE REFUND! JETSAVE LIGHT FARE...!!! THERE IS HOPE

@ Anonymous8/4/2011, Good to hear! What are the dates of travel for your friend and when did your friend make the call to the call centre?

We just rang Jetstar this morning (Sunday). We were flying to Osaka on the 13th of May, and out of Tokyo 11 days later. We requested a full refund, they offered vouchers. Remembering that a few people here got different results with different operators we hung up and tried again. And again. And again. Finally one of the operators informed us the voucher rule had come into effect on April 1 and there was NO WAY we'd get a refund. My partner asked to speak to their manager. After an hour of arguing that the vouchers were as good as throwing the money out since he couldn't get time off work for 12 months, she offered us a refund for our flight there, but not the flight back. More arguing, and some voice raising later, she said that if he could provide evidence in the form of a letter from his employer that he couldn't possibly travel in the next 12 months, we would be given a full refund. So he organised the letter and asked where to send it - she said don't bother, I'll just give you the refund. Success. Keep trying!! It IS possible to get a refund!!

I called last night, They told me my refund will be in bank account tomorrow, waited since March 17th

Thanks to this forum I was also able to get a refund & I got it 1st go. I was traveling late May. I used the nice approach. I was on the phone for about 1 hour. Well persistance paid off. He put me on hold many times to speak to his supervisor. In the end he gave it to me under good will. If he declined me I would have tried again next day like other callers.
If it wasnt for this forum I would not have ever thought you can request for refund. Its good to know people are sharing there experiences to help others. I was quite happy with Jetstars service I received when I rang.
So it does matter on who you speak to. Just remember, if they can give it to one person it means that they are allowed to fullstop. You just need to good reason. Good luck!

Hi guys, thought I'd give you my update. 15 days promised for my refund was going to be tomorrow so I rang today to get an update. The lady told me it is actually 15 *working* days which is not how I originally understood it, but guess that makes sense. She says that the system shows the refund is still there under "to be processed", so still playing the waiting game....

@qldtraveller - Yes, it has been already 15 busineess days..& I was told to wait for another week.

Did you ask for a $50 voucher Max as per Jetstars commitment to provide refunds within 15 business days?

I'm not going to push for the $50 in this instance. I am happy with leaving well enough alone as long as they give me a full refund including charges.

its been 21days for me and still yet no refund, i called on the 15business day they said its already refunded.. they're like check your bank card. its been 5 days the amount isnt in my credit card.. usually how long does it take for refunds/deposit/transfer take to be in my card? he said wait a couple days.. 5 days already , this is just pissing me off

I think today is the 15 business days up for me. I've been checking back here to see if anyone has actually been refunded as yet. I want my money!! But I see that it's taking a little longer for some so I'll be a patient for a few more days...

Day 15. Just came back for an update. Spoke to a very friendly jetstar CS, nothing has been updated in the system. She asked me to wait for another week. Could be caused by the big volume being processed by jetstar atm.

Regarding the $50 voucher. She had no idea where that from. I just wanna get the refund. Dunt wanna push the voucher.

I spoke to Jetstar in March as my son & husband were to fly out in June & Jetstar's website refunds were only up to April flights, spoke to Jetstar & they said refunds now included flights in June & July, I told them this was not on their website but I was told it would be soon. I checked on April 9th & website was updated to include refunds for June/July but when I checked on Tuesday 12th the updates had been removed. Phoned on Wed 13th was told NO, only flights up to Apri,l I quoted my conversation with them in March & was told yes I would receive full refund as I had been MISINFORMED. OMG does the right hand know what the left hand is doing? Fingers crossed my refund appears in my account.

@Roy - No, I just want my money back, they are still playing the waiting game..

The problem with refund for Jetstar flight is that the front end (i.e. CSR on the telephone and the manager) promised something, such as a refund, then someone in the back house (i.e. finance department) would decline the refund request. This eventually turns out to be forever wait (multiple of 15 business days wait) and still NO REFUND.

@Yiima/Carrie, you could be surprise in a week time of could be the result, i.e. they may decline your refund if your travel dates are not within 11/4 window. Then you may be in the loop again begging for refund. To be honest, even how cheap the fare is, I will never fly with JS again. To much hassle. We have a lot more important thing to do.

Be careful everyone - our 15 working days limit was yesterday so my partner called up to see where the payment was at. He was told that our payment claim had been rejected by their finance team and we would only be receiving a voucher. When he said that we were promised a full refund, the person on the line then proceeded to say that he would be emailing the voucher etc etc.....

After that experience he jumped up and down about it and had to speak with several people to get the matter cleared up. He was then told that we would receive the payment within another 3-5 business days....terrible.

Funny that the Japan travel arrangements have since been removed from the website.....

Well my 15 days went by yesterday and still no refund!!

Called today and was told that I was put in the WRONG refund queue and would have to wait another 15 days!!! What a crock!!! How many queues do they have??? Something NQR here.. So I called again and got another rep and they said due to huge influx of refunds there will be a delay and was told I would be put on a priority queue and should receive refund within 10 days. He also mentioned he never heard of different queues!!

Sounds like they have a list of excuses to use and each rep is working their way through them on each customer!!

Don't understand why it has to be this hard (well I do... it's obviously a money thing). JS are doing more harm than good for their reputation!!

Just got a email from Jetstar. My refund has been approved.
Gotta wait for another 5 days to process the payment

@Yiima, same here. Got it this morning. Feeling a little more relaxed now... Will keep all posted how it goes.

Yiima
Thanks for your info 15business days ago, my 15business waiting days are over and still have not received my refund
so i called this morning and just like what every people said here, the JS representative said as my travel date is in June, I'm only eligible for a voucher not refund. I very politely tell them that I was offered a refund when I call 4 weeks ago, and the JS rep said she will need to discuss with her manager. After 10minutes wait, she said she has put it into a fast track queue for refund and will be approved. She said check my credit card again in 5 days.
I hope i will get a confirmation email like yours on Monday.

Very good info here, thanks all for keeping this thread updated. Its very useful as we are all now prepared on what excuse they are going to say over the phone. Just stay calm and explain to them that we are promised a refund.
I just want a refund, I'm not really care about the $50 voucher at this point.

Cheers

My 15 business day wait lapsed (on Thur 14/4), so I rang Jetstar again and was told it is "in the queueto be processed". They asked me to follow it up again in the next 5 business days. So, still playing the waiting game for now. Will post an update next week. Cheers.

Glad to know that if your refund is being processed. You will get an email from JS. Hope mine will come soon ~

My 15 business day was on the 7th April. I called them on that day, the operator told me that My refund was already been made please check your account,?????? I checked all week and no refund has been made, i also called the bank. Called Jestar yesterday, they told im in the queue to be processed now and would asked me to follow it up again in the next 5 business day. they told me the same thing last week. its been 20 days

got my refund on 14th. Now it puts my credit card in debit.:-(
Yeah

I put in a request for refund on the 24 th March for Gold coast to Tokyo return ticket. I was promised a full refund. Then after waiting for 15 working days. I still haven't recieved my refund so I call customer care again. I was told my claim was rejected by finance department cos there is NO note for the reason for refund !! How stupid is that!! The person on the phone said it's the rep's fault for not putting in notes !! But I am the one who suffers. and also she said Jetstar does not notify customer when their claim has been rejected we have to call to verify after 15 working days !! What a poor service. So I ask the rep on the phone to write down the notes AGAIN and was promised to get refund this time . I have lost FAITH with Jetsstar and I am going to lodge complaint with Fairtrading to their management level instead of wasting my precious time talking to customer rep who can't even write notes in their computer properly. My advice to everyone who was promised refund to call back after 15 working days to check and get the name of the rep so they can't use that lame excuse and keep us in the waiting game !!

I had actually miscounted, my 15 working days was up on Friday so I should see my refund this week. I just rang and spoke to a rep and she didn't say that there were any problems and that it should be back onto my VISA card this week some time. We'll see!!! At least I wasn't told it was rejected. As long as they do what they've said they are going to do on 2 occassions now, then I have no problem with them. I realise that due to both Japan and Christchurch, that they have alot to do. But if they turn around and say something else I will not be agreeing to it. They can't tell me twice I'm getting a refund and then turn around and tell me I'm not getting one...especially if their phone conversations are recorded.

Contacted JS early March was asvised I would get full refund in 15 business days, time has passed and not a sausage. I contacted JS tonight they advised that their Finance Dept had instructed them to issue vouchers only. I asked to speak to a Supervisor or Manager, I was advised they dont work on Sundays and to call back tomorrow. The operator said she could not help me and hung up, this was after waiting 30 min to get through to customer service. On both occassions I requested a reference number for the calls only to be advised my booking number was the reference number. I have called back again tonight waiting another 30 min to get through. I have been put on hold whilst the operator waits to get through to the department who will authorise the refund (although this had been done when I called up in March).I have been advised that this has been approved and will be in my account 3/5 working days. The operator also provided her name and employee number as a reference point.
Will update later in the week.

Refund came through today! Full amount. Thanks Jetstar. Good luck with all still playing the waiting game.

After seeing Ms M and Yimma sucessful claim, I rung back to JS and check my refund status (for flight departs for Tokyo end of June and original refund claim on 25/3/2011 before JS formal annoucement on Apr 1) which was originally declined but was reinstated (after whatever the reasons and bull shit) in the fast track queue now. I was told by the latest operator that should confirm in 5-7 working days (by this Friday) and I should have a confirmation and subsequant fund return back to my CC. WTF that they have wrong email address against my booking, what ever can be happened. I asked change for the right email address. Hopefully a confirmation email would come in the next couple of days. I will let everyone know the outcome.

I just think if you struggled with the refund process, you need to hassle the JS careless staff every couple of days, don't trust them and wait until the end of 15 business days period, what could eventually have bad thing happened.

Finger crossed this time.!

Today I received an email from Jetstar confirming that my refund has been approved and that it will appear within 5 business days.

Tomorrow would be 15 business days since my refund was approved on the phone. :) Ive made no followup calls since.

Thanks Jetstar!

Im also in the second waiting list of the fastt racked 5 day payment, still nothing yet, and i like how one operator says i will get conform email in 24 hours, then next time i get, we dont send emails.i feel like im dealing with a 5 year old child with chocolate stains on his mouth and asking him if hed eaten all the cookies.

i too have waited the fifteen working days and nothing only to be told it wasnt approved the first time and yet i was told it was now they said it will approved again and fast tracked in seven working days and i too will receive a confirmation email but stll no email, some how i just dont trust them.

Just an update, I called again now that it is definately past my 15 working days, the lady I got was pretty nice. She apologised for the hold up but explained that due to the overwhelming amount of refunds it is taking longer than expected. She did say that she was going to prioritize it though due to my follow up...I feel like a pest as I've rung 3 times now, but from what I'm reading I'd say everyone should keep on top of it!

23 days and yet still no refund, they're liars, they told me its already been refunded, could you please check your bank account, which i did, and i called and said no you have refunded the amount, JS: Please contact your bank their might be some delay. Bank: JS Never refunded as the record shows, please contact JS again. After what happened, I called JS again, they apologized and said the amount was paid into your account but there was an error, so now you gotta wait for the finanicial department...ect... please call again in 5 business days to check up!

Our 15 business days recently expired - no refund despite being explicitly promised one. We called JS this evening, they said "we have a note from finance that says not applicable for your dates" but we can do voucher, etc. We said "No. This is what happened.........." and explained that we were promised a refund and a refund is what we are now expecting without compromise. Consultant said "let me get approval from my supervisor". "We will refund to credit card within 7 working days". We said, "So let's be clear: you have approval to refund?". "Yes"

So we wait again.... Can't say we're overly optimistic. Moral of the story: believe nothing until you see money back on your credit card. Until then, stay on top of them. Stay calm on the phone. But be firm.

Refund appeared on my creditcard today, thats two days after receiving the refund approved confirmation email, and 16 working days since I requested refund.

Thanks Jetstar!

I have been waiting for 15 buss days, followed up, was told to wait for another 5 business days and both have lapsed. So, I rang JS again, and was told I could only get a voucher. Not good, so I explained this is not what I was promised in the first place bla bla bla...After waiting for about 30 mins, the operator said it has now been approved by her manager and I should get it back within 3-5 business days. So, as everyone else said, keep on top of it, be nice but firm and persistent. Will post an update, hopefully a good one this time.

qldtraveller, thats bad news.. im just about to lapse my 15 day plus 5-7 day 2nd refund, not looking forward to yet ANOTHER 5 day bullshit story.

My original flight to Japan was today (25th Apr). I've been told... they will give me full refund in 15 business working days, 3 times by 3 different operators yet I've received nothing. (One of them even told me the refund is already in progress - this was like beginning of April) I called again last week... then now I was told... they gonna give me "voucher" SERIOUSLY!!! WTF!!! Well... I explained what I was told and got ref num... but really... do I get full refund???

Called them again yesterday and was told that I should have my money back by 9th May. This is after about 6-7 phonecalls and a couple of different stories and a hang up (after a 20min wait). We originally called about the refund on the 24th March, was told 15 working days, then after that time lapsed was told refund had been rejected, then was told we would receive the money within 5 days, then was told 15 working days, then was told an addition 15 working days from the date of the follow up call, then was told 9th May.

Our flight was scheduled to leave last Thursday and return tomorrow. Surely there has to be some sort of law around holding refund payments after the date of original service? I also vented my frustrations via the Jetstar Facebook page and was advised to lodge a formal customer feedback online form.

Rang for refund on the 10th April, got my confirmation email today to tell me the refund had been approved, now just waiting to see te money back on my credit card!

Well I've tried several times to get a refund now, I had already accepted vouchers as I figured it was my only hope, and had to decide within three days, i wasn't even informed, I just stumbled across the info on their website, now I read all this about people getting refunds on JetSaver Light and JetSaver flying in May and June.. it's all such a headache.. I just wanted a holiday to JAPAN, not some other country Jetstar happens to fly to, and in doing so, forfeit the rest of my money.. I said on the phone that I had "heard" of people getting refunds in may and onwards, he also asked me to quote their booking numbers and names.. IT'S THEIR SYSTEM, they know who they have given refunds too.. such shady tactics... will my persistence pay off?

I like how some people can get refunds, and some people can get conformation emails in regards to a refund, and yet others including myself just get dicked around. wheres the consistency?
What did you say rachel to get the confirmation email?

please tell me how those people got their refunds i am sick and tired of the run around they are putting me through, i have waited the 15 working days only to be told it was declined after it was approved in the first place, then they told me it is approved again and it will be fast tracked within 7 working days and still nothing, i rang ttem again and guess what they said there was no record of them saying that before so the again told me it is approved this time and to wait another 7 days. yeah right,

same story... I was told 3 times it was approved... yet I'm still waiting... (obviously "15 days" does't mean anything to Jetstar) how come some ppl are getting their refund yet others are not? Wouldn't be a simple procedure to follow? I wonder why media hasn't picked up this terrible story yet...

maybe they dont know about it yet i did ring today tonight and left a message but no one has got back to me that was a few weeks ago, maybe if more people did the same something might get done hopefully.

Me on the same boat again ... this time was told that the previous supervisor did not put down any note for his approval of cash refund, thus the second attempt went nowhere.

It seems that if your travel date is between 11-4-2011 and 30-6-2011, they will say that you can only get voucher. After the customer says blah blah blah for cash refund, the operator will then talk to the supervisor who will require to put down a note for his approval before puting in whatever the normal or fast track queue to Finance Department. If this is not done properly, the financial department in Melbourne will just turn the request down.

So it is important to talk to the suprevisor and DO NOT trust the operator for whatever they say.

Afterward, if the request is finally approved by the Finance Department, then we should get an confirmation email (also make sure they have your correct email address). The fund should return back to us after a few days of final confirmation. This is what happened to those who received the refund, possibly due to the supervisor done his job.

If any of these steps is not done properly, the cash refund process will hit the wall at the end.

This is my third time, hopefully the last time. Let's bet this would happen in the next 5-7 days.

Ive asked 3 times for conformation emails and told they dont send any and also wrote into customer service, so far no reply, right now have done the 15 day wait, the 7 day (speedy refund) and now onto the 6-9th may refund.
but after 9th may will not be getting off their phone.

hi all
im the person who started this thread whoo hoo haha.
Heres my update:
So I called Jetstar early in March for refund - they said no after 6 attempts. We called a week after that and the operator said OK we will give you a refund - look out for it in 15 days. So we wait and still no refund. Called up and they said our refund was declined. So I tell them that i was promised a refund and didnt get it - what now? He offered a voucher, I said Hell No, he went to speak to his supervisor - came back and said I will get a refund in 5 days. He said this time you will absolutely get it. (didnt raise my voice during this call).
So today i get an email confirmation from Jetstar to say my refund has been approved and I will get it in 5 days. So to the person in this thread who's operator told them that they dont email customers - thats bullcrap.
I think it all depends on the operator you are speaking to(some are soft like that one I spoke to), let me try to remember his name and i wil post it here so everyone gets a better chance of getting the refund.

Just updating... It's now been 21 working days not including the public holidays (so it feels like alot longer!), and I haven't received my refund yet, or any e-mails confirming it. Thought I'd give it a few more days because of the 5 day weekend etc. Will be ringing again tomorrow though. So over this! Thanks everyone else for their updates :)

Update:: we received an email from JetStar overnight. We're advised that our refund has been approved and we can expect to see the money back on our credit card within 5 working days. Not celebrating just yet, but an official email is a positive sign...

I called today, got a lady named Karen. She had record of my previous calls. Said she was fast tracking it for me (5-7 working days). The last lady told me she was 'prioritising' it, which I guess isn't quite 'fast tracking' it. Anyway, she told me to call back after the 7 working days if I haven't received it.

Hi,
My partner called, and when they refused to give a refund (only vouchers), he asked to speak to the supervisor. The supervisor was much easier to convince, he just was very persistent and kept telling her vouchers were useless as he couldn't get time off work for 12 months (lie haha). The supervisor finally said that if he could provide a letter form his employers confirming this (which would have been easy - they didn't want him to go in the first place) then we would get a full refund. When he called her bluff and asked where to send this letter, she said don't even worry about it, I've made a note here saying you provided it , you'll get your refund. Then he asked for the name of the original operator and the supervisor as a reference for the call. We got our money back on the card yesterday, 3 days after the email, 12 business days after the original call.
Just be persistent, ask to speak to their supervisor, and don't give up!! Make a point of letting them know you're writing down their name and time/date of the call.

Also to Gerryd, who was told supervisors don't work on Sunday, what a crock. We spoke to a supervisor on a Sunday.

its been more 28days days i called last night because it was 5 business days, i ask to speak to the supervisor, because some of my friends was speaking to the supervisor and got their refunds....
anyway the supervisor i was speaking too he definitely had attitude, i ask him about the japan refund he was like....''HELLOO, LISTEN TO ME, LIKE I SAID, U GOTTA CALL BACK IN 5 B DAY, HUNG UP'' i couldnt even say anything, and i had so much to ask. so i called again and complaint to the operator and said tell your supervisor to go ***************** she even agreed, but enough of that, i ask for my confirmation letter and ref number and they wouldnt give it? I called on march 17th and its nearly may and still no refund, my flghts to japan is on 15th may. sigh

its been more 28days days i called last night because it was 5 business days, i ask to speak to the supervisor, because some of my friends was speaking to the supervisor and got their refunds....
anyway the supervisor i was speaking too he definitely had attitude, i ask him about the japan refund he was like....''HELLOO, LISTEN TO ME, LIKE I SAID, U GOTTA CALL BACK IN 5 B DAY, HUNG UP'' i couldnt even say anything, and i had so much to ask. so i called again and complaint to the operator and said tell your supervisor to go ***************** she even agreed, but enough of that, i ask for my confirmation letter and ref number and they wouldnt give it? I called on march 17th and its nearly may and still no refund, my flghts to japan is on 15th may. sigh

i got my refund this morning, after waiting the 15 working days only to be told it was declined, then told it will be approved again and had to wait 5-7 working days only to be told at the end of the waiting that they had no record of it being approved the second time, i was not a happy chappy as you can imagine, so they promised me they will
approve it again and this time fast track it and that i will get a confirmation email, yeah yeah yeah heard it all before but there it was in my account one day after the email.one happy chappy.

hi all
i received my refund back into my account, 2 days after receiving the confirmation email from jetstar

Full refund amount came through today on my credit card but was deposited on the 21st April (must've been public holidays which delayed showing up on my card. Actually received confirmation email on 22nd April good Friday.
Original date requested for refund was 4th April for flights at the end of June. Called a week later to confirm it was going ahead and they fast tracked me for 5-7 working days (the Filipino operator Harvey was really helpful). Got the refund as promised. Original working day deadline I was to receive it in would be next Wednesday 3rd of May so got it in time.

Prior to the 4th April call, I called 5 times over 4 days and was offered vouchers only. I emailed and faxed complaint letters each of these days too. Sometimes 2-3 times per day. The 6th phone call which was 20 mins after the 5th I was ready to take the voucher but asked just in case and got lucky! It's luck of the draw.

Keep trying!
Thanks jetstar for having some gracious operators!

Thx God. Finallly got this email from JS customer care:

Dear XXXXXXX,

Booking Reference: XXXXXX

Please be advised that your refund request has been approved by Jetstar.

The refund will be processed back against the form of payment used to make your booking within 5 business days.

Thank you for choosing Jetstar and we look forward to seeing you onboard again soon

Yours Sincerely,

Jetstar Customer Care

For your information, my flight to Tokyo is on 22 June 2011 and I originally requested for refund on 25 March 2011 and subsequantly rang back for 4 times, last time spoke to a supervisor.

Thx God.  Finallly got this email from JS customer care:
 
Dear XXXXXXX,
 
Booking Reference: XXXXXX
 
Please be advised that your refund request has been approved by Jetstar.
 
The refund will be processed back against the form of payment used to make your booking within 5 business days.
 
Thank you for choosing Jetstar and we look forward to seeing you onboard again soon
 
Yours Sincerely,
 
Jetstar Customer Care
 
For your information, my flight to Tokyo is on 22 June 2011 and I originally requested for refund on 25 March 2011 and subsequently rang back for 4 times, last time spoke to a supervisor.

Finally got email from Jetstar... so hope money will come back into my bank account shortly.
Progress was very very painful. My flight to Tokyo was on 25th Apr... First time I contacted Jetstar was... a week after Tsunami... so mid March... I was told to call them back in April. (I was also told I will get some kind of update via email/txt which I didn't) I called again early April... then I was told I will get full refund... wait for 15 business working days... As I wasn't getting any confirmation etc... I called again just a week before 25th April (my flight)... then I was offered voucher. Nope I did not accept voucher. Again... I was told to wait for 15 days. I noticed some ppl are getting full refund (flight in May, June)... some ppl are not... so I called again last week and I was told... it's all up to financial Dept... blah blah blah... Operator promised to call me back in 3 days... which due today... This morning... as I said, confirmation email from Jetstar.

The refund has finally credited back into my credit card in full amount. Thanks the last supervisor and the finance department. This is after 1 day of receiving the email. Good luck to others still in the loop.

I'm still waiting on my refund....They told me not to ring back until after Tuesday should I not receive it by then (it's apparently being fast tracked). Guess I'll do what everyone else has done and ask for a supervisor if I don't have it by then. No confirmation e-mail yet or anything. I really want my money back!

I'm in the fast track queue too and waiting

i called since march 17th.. and finally recieved my refund yesterday! i never recieved any confirmation letter or reference number. ive been calling every 1-2 weeks to check up.. my 15 days was due ages ago, and also 5 business days thingy probably last month or so... ive waited and called, got hung up by the rude supervisor and so on... they told me that they will put me on a fast track ages ago, but i finally recieved my full amount yesterday! their playing games... im just happy i got my refund, but im not happy how they treated me...

if they put u on a fast track and tell you to call again in 3-5 business days. you will recieve your refund

After an initial phone call (24 March) and 3 follow up calls, I received an official email confirmation from Jetstar this morning (6 May). Not clapping my hands just yet, but it is a good sign. And from what others in the forum said, the refund should follow in the next few days. Will post an update when I receive the money back in my credit card.

qldtraveller, you will get the money back, no worry! The hardest thing is to get the finance dept approval which you did!