(un)Compassionate Jetstar.

I had a trip booked to Melbourne next week to catch up with some friends I met whilst travelling. Yesterday I received the news that my Grandma passed away and the funeral is on the day I am due to depart.
One of my friends I am visiting phoned Jetstar to enquire what changes could be made and what cost. She was told the cost would be the difference in fare. Fair enough.

I went online to Jetstar.com and checked the prices of airfares for new dates of travel. Departure fare was +$65 dollars (bit rough since I paid $65 originally but I guess this is what happens when you book last minute fares), and the return airfare was the same, plus a $70 change fee (each way) which would be refunded once the death certificate is received (fair enough again).

My friend called Jetstar to make the required changed (thank goodness for her because its a difficult time for me and I didn't really feel like discussing family problems with someone at Jetstar).

She ended up speaking to a different person who said the difference in fare for departure was +95 and the difference in dare return was +$30, as well as the $140 change fee. When asked why this cost more then prices on the website she was simple told 'these are the fares on my system'.

I got a call from Jetstar to authorise the charges on my credit card and was told the total price was $271 and some cents. A bit more then the $205 ($65 fare difference + $140 change fee) that I thought I was going to pay. When i questioned this cost I was also told that these are the fares on their system. I assumed the fares had increased due to more bookings or something… (oh by the way, this woman knew I had just lost a family member and even though this was a 'compassionate' request there was no compassion demonstrated at all). I actually said to her 'I don't understand why this is costing so much', and she had no explanation for me. Assuming that the fares must have just increased I told her to process it.

When I logged onto My Jetstar to check my new itinerary I noticed that I had been charged $30 call centre offset EACH WAY (explaining the $30 difference in online fares and what she quoted me on the phone)! So instead of paying just $65 fare difference, I paid $125 to talk to someone for 5 minutes on the phone! Now I understand that there are changeover fees, and I am so grateful to Jetstar that they will refund this under the circumstances, but another $60 to talk to someone? Without being told?? That is ridiculous.

I feel as though the representative from Jetstar took advantage of my situation in order to get extra money. Not once did they mention a $30 fee, each way, for booking over the phone, or tell me that changes online would be free.

I have not yet heard back from Jetstars customer service regarding the requested $60 refund for call centre offset. I just can't believe a company would try and make money out of someone else's grieving.

I am quite happy to pay the fare difference, even though it is twice what I originally paid, but I think charging someone an extra $60 without explaining why is ludicrous. She said that was what the fare was, not that it was +$30 to book on the phone.

$60 might not seem like a lot to some, but I am a full time student and it makes a lot of difference to me.

I have always been happy with Jetstar, and never hesitate to recommend to friends, however I am now reconsidering this.

Come on Jetstar, this is a 'compassionate request'. Show some compassion.