Booked Wrong Flights Accidentally with Jetstar

curlycee on 20/04/2015 - 12:18

I booked flights from Melbourne to the Gold Coast for my sister's wedding. I shouldn't have done it, but I was tired, with a new bub (number 3) and booking at midnight. I made a really stupid mistake, I booked a week later than what I actually need to travel. So I'm flying out on November 25th and back on December 3rd, when I should be flying out on November 18 and back on the 25th or so (dates are flexible- the wedding is on Saturday 21st, not Saturday 28th…)

I used a Price Beat, my total was $804 for 2 adults, 2 children and 1 infant, including baggage for 3 persons, and seat allocation. To change now is going to cost approximately $600 per passenger, so way in excess of what the original booking cost.

I totally understand that it is my mistake, and that those Starter Fares and Price Beats are cheap for a reason, and completely non refundable. I tried anyway, and was told no. I also tried to just get the baggage and seat allocation refunded, also met with a no. I've spoken with 4 different people, and understandably been told no refunds are possible- which I expected, but thought it was worth a go.

Just wondering if anyone has any ideas on anything I could possibly do to salvage this? I think that I just have to kiss the money goodbye and start again, but just checking here in case the collective wisdom of OzBargainers can save me.

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Comments

  • the-mal on 20/04/2015 - 12:49

    Jetstar are notoriously bad with this kind of thing (lack of flexibility) and you can't even resell them as even change-of-name costs a fortune.

    To change now is going to cost approximately $600 per passenger

    Why so much? How long from when you booked to when you realised your mistake?

    Best you could hope for is catching a good rep and getting them to waive the change fee and just pay the fare difference (but it's not going to be a price beat).

  • curlycee on 20/04/2015 - 12:52
    +1

    So the flights were $81.10 each way with the Price Beat, they are now $259. They'll probably go on sale again so that price could reduce. I've spoken to 4 different people, been given 2 different quotes- the $600 per person, and someone else said $1035 to fix it all up. Regardless, it's more than the original booking cost. I could book on Virgin now for just over $1000, and they aren't sale fares. Wondering if I just take those, or roll the dice and hope for a sale…or price beat Jetstar again.
    I realised a week after booking what I'd done. Was just lying in bed last night and realised my mistake.

    As I said, totally my own fault. Very annoying.

    • the-mal on 20/04/2015 - 13:03
      +6

      I've spoken to 4 different people, been given 2 different quotes- the $600 per person, and someone else said $1035 to fix it all up.

      The person who said $600 p/p must have been on something, that's nuts. $1k sounds about right, fare difference plus change fee (which is $80 per person over the phone or $50 if you do it online).

      If you get a decent Jetstar rep or ask to speak to a manager and are very apologetic they may waive the change fee (so that's the best part of $400).

      I could book on Virgin now for just over $1000, and they aren't sale fares. Wondering if I just take those, or roll the dice and hope for a sale…or price beat Jetstar again.

      I'd do whatever is cheapest as long as you're 100% certain there won't be another change. If I were you I wouldn't wait for a sale fare, that's a busy time of year and it could end up costing you even more.

      As I said, totally my own fault. Very annoying.

      Yeah but we all make mistakes, would be lovely if Jetstar had a bit of decency with these things. But their harsh rules are how they rake in cash to subsidise their cheaper flights (excess baggage, extras on tickets, missed flights etc).

    • nikey2k27 on 21/04/2015 - 08:51

      Think about this 2 week holiday on gold coast. book new fly down then only up for that. $1475. you could wait for another sale will most likely be one. dose you family live there you stay in there well they go holidays after there wedding

    • Gotchas on 20/04/2015 - 16:40
      +32

      What about a solicitors letter saying you can't make it as you will have to attend court for insurance fraud

      • txb on 21/04/2015 - 20:40
        -7

        yeah because jetstar will hire a PI to validate that.

    • amaninaku on 20/03/2017 - 17:56
      +1

      I have the same problem and it really helps , thanks!

  • curlycee on 20/04/2015 - 13:22

    Thanks for that link holdenmg. I've submitted a complaint/query through Jetstar's website again explaining the situation and ask of the possibility of having the change fees waived. I don't hold out much hope but it can't hurt to ask.
    I booked with a Bendigo Debit MasterCard, they don't have any cover for this type of thing from what I can see.

  • chazfg on 20/04/2015 - 14:39
    +5

    Have you considered booking another outgoing flight (one way) on 18th of November (find a cheapest fare) and return with the Jetstar tickets you have bought?
    The downside is you have to stay in Gold Coast until 3rd of December, but at least you still can use it and maybe be will end up cheaper than the cost to modify your current itinerary.

    • theoracle30 on 20/04/2015 - 15:35
      +3

      I think if you do that and miss the outgoing flight on November 25, then the return leg on December 3 will be automatically cancelled as per airline procedure.

      • chazfg on 20/04/2015 - 19:18
        +1

        It happened to me once and I only found out about that procedure after I took a different outgoing flight. So I called Jetstar to confirm if my return flight still valid and they did not even know I missed the outgoing flight.

      • [Deactivated] on 21/04/2015 - 20:30
        +1

        This won't happen with jetstar, the two flights are viewed to be independent with jetstar as all tickets are sold as one way. Hope this helps

        • theoracle30 on 22/04/2015 - 01:19

          Ah. Even when booked under one itinerary number? Thanks for the info.

        • GalaxyNexus on 22/04/2015 - 15:49

          @BL5965:

          Not sure about Jetstar but it seems to be common for domestic flights. I've only tried on Virgin (missing the outbound leg) and they're separate so return leg was not cancelled. Even on the same itinerary number.

  • [Deactivated] on 20/04/2015 - 16:30
    +9

    Hi mate, I used to work for Jetstar reservations. They have a 24 hour mistakes policy in which you'll receive a refund or credit for the amount of flights.

    I suggest you call them and quote the 'mistakes policy' if she/he has any problems.

    If you want any further info let me know and i'll help you out mate :)

    • [Deactivated] on 20/04/2015 - 16:31

      Sorry this is also presuming you booked the flights within 24 hours ago..

      • curlycee on 20/04/2015 - 17:03

        Hi philmurray91,
        Thanks for your reply. Unfortunately for me I booked them on the 13th. I only realised my error last night as I was lying in bed, and had a very awful feeling that I'd booked the wrong dates…which I had.

        • RockyRaccoon on 20/04/2015 - 21:40

          Thanks for that update, as I too have experineced the error, but like philmurray said, I realised it just after I pressed the submit button on my credit card. I rang reservations and they changed it without charge. (Actually I saved $10)

          But 5 days later it is understandable if they dont make the change.

          Calling Jetstar to find out if you can use the return maybe an option as chazfg says. But I think it is wise to see if they wont cancel the return if you dont take the first part of the trip.

          If you think about it. You can leave on the 21st (maybe early in the morning, then you are staying only 4 days longer than originally planned. Probably wont cost you much more and you have extra holiday time. Maybe Philmurray might have an answer if you Personal Message them.

        • [Deactivated] on 21/04/2015 - 20:33

          New strategy… say you booked these 5 days ago and an hour after when you realised you made an error , you called up and after explaining the situation you were told that nothing could be downut you spoke to an ex-employee days later who said that you have a 24 hour mistakes policy. Put it on them and ask why nothing was done…

          You'll have more success with this over facebook or via online complaint (i can see this above).. other than illness or a schedule change/cancellation of flight i can't see you getting out of this lightly.

        • AlexD on 22/04/2015 - 19:59
          -2

          I would actually do exactly this. I would try calling first, for instant action, then place it publicly if that is not effective.

        • RockyRaccoon on 22/04/2015 - 20:56

          @AlexD: Agree Philmurray's strategy is a good idea to try, a private "lie" is ok.

          But your suggestion on going public on a lie is over the top and really is abusing any goodwill. And could even lead to other issues.

        • dbun1 on 24/04/2015 - 15:50
          +4

          @AlexD:

          This is a poor attitude.

          Jetstar have done nothing wrong, yet you want to publicly shame and name them to get your way? Pathetic

        • AlexD on 25/04/2015 - 16:03
          +1

          I just realised what I was actually commenting on - I saw philmurray91 replying to himself, and thought OP had actually attempted to change them within 24 hours, and I was suggesting that calling, then potentially posting to their Facebook page due to dissatisfaction from being unable to change within 24 hours, could be beneficial.

          I didn't mean to suggest they lie about when the changes were attempted.

    • uaapd on 21/04/2015 - 14:53

      I had the same situation - my husband booked for a week too early. I realised immediately that I saw the confirmation and rang and asked if they could waive the change fee as I made the change on the same day as the booking. They refused stating it was against policy.

    • noyesmaybeok on 21/04/2015 - 17:45
      +1

      Really? What about other airlines?

      Once my partner booked the wrong flights, I called the call centre 5 minutes later, too bad so sad have to pay the rebooking fee ($80 on $100 flights if I recall).

      Like seriously? No cooling off period, no time at all to correct any mistakes. The checkout page on a lot of airlines is cluttered as heck with "OMG BOOK THIS HOTEL AND CAR AND INSURANCE AND BAGS AND SEATS AND PLEASE WE DESPERATE" so the dates are rather hidden in comparison to what is being pushed, not the most obvious thing to review (ironically it was getting the itinerary email which isn't cluttered with rubbish is when the dates were seen).

      One of those industry things, imagine booking a taxi 6 months in advance then a few minutes later changing the time, only to cop a $80 per person per leg fee ;)

      • simhanada on 21/04/2015 - 20:03

        Same deal with me last year. I found it was cheaper to change online rather than over the phone and it was still exorbitant. I had to figure that out myself though, they weren't going to offer any kind of help.

        If as philmurray91 says above, they have a 24hr mistakes policy it seems criminal that they are extorting money out of people without informing them of the policy.

        • [Deactivated] on 21/04/2015 - 20:29

          It's a policy you won't see published anywhere but every customer service agent is informed of this. Many are not too switched on however if you quote this policy then get asked to speak to a team leader i really can't see any circumstances where it wouldn't be waived. The call centre has since moved to Manila and from my dealings with them they're not empowered to do too much so i can see why this could be difficult, i would be 95% sure this policy still exists internally.

          In regards to other airlines i used to work for expedia.com.au as well whilst i was at uni.. after booking flights we were allowed to cancel an airfare within 24 hours of booking for all airlines without penalty. We were told not to openly promote this but we were able to do it as long as the booking was made within 24 hours.

          I'm unsure if this is a widespread policy by IATA - however there seems to be a link between the two..

        • noyesmaybeok on 21/04/2015 - 20:45

          @philmurray91: Is there a URL or something mentioning it?

        • [Deactivated] on 21/04/2015 - 23:15

          @rochow:

          Hi i seem to think the expedia policy was because under US federal law they need to offer this -
          see http://www.dot.gov/sites/dot.gov/files/docs/Notice_24hour_ho… & http://www.huffingtonpost.com/2015/01/05/how-to-cancel-your-…

          With Expedia being a US company perhaps has something to do with this? I was a bit young and naive to understand exactly why we were able to cancel within 24 hours at the time…

          After working for jetstar, this mistakes policy was actually in training for reservations staff, so i'm really unsure why this isn't understood by customer service agents

        • nakra on 20/03/2017 - 12:12

          @philmurray91: please please tell me this still exsists! I'm in desperate need of the 24 hour mistake rule right now! I'm literally crying because to rebook my flights that where 280 each for 4 people is going to be a massive $1900!!!

    • nakra on 20/03/2017 - 11:59

      Hi philmurray91!

      I understand that this is a two year old post but I'm in the same boat. I was wondering if this works in Australia with Jetstar because I keep saying that they have one and I'm not running out of time but they aren't budging! What can I do?!

      Thank you!!

  • inherentchoice on 20/04/2015 - 16:55
    +3

    I hope that Jetstar does a schedule change for your flights.

    If they change the schedule they will send you an email saying you have been put on another flight at a different time, and you can then either accept the change, choose an alternative, or there is another option for a full refund if you say that none of the other options are suitable.

    • Lucky Ivan on 21/04/2015 - 14:49
      +1

      Last time I booked from Jetstar, I received a change an itinerary email 3 times. If you want to take a chance, wait for an itinerary change email to be send and change your dates for free.

      • inherentchoice on 21/04/2015 - 16:38
        +1

        When it happened to me I couldn't change the dates by more than 24 hours. But I could get a full refund.

    • bargdebarg on 21/04/2015 - 17:18

      I think it depends on how long they alter your flight as to if you're entitled to a refund.

      • inherentchoice on 21/04/2015 - 17:53

        One of mine got moved by 5 minutes and I could still get a refund. I was able to change to an earlier flight that was more expensive.

        Another time they moved the flight from 11 am arrival to 6 pm arrival. There was only one flight a day on that route. When I phoned them they said I can go 24 hours before or after the original scheduled flight and they let me book via Melbourne to still arrive at 1 pm instead of 6 pm.

  • gooddealmate on 20/04/2015 - 20:24
    +20

    I dont see the problem, just get your sister to move the wedding forward by a week. ;)

  • SlickMick on 21/04/2015 - 08:30
    +1

    Any chance you could stay the extra week and use the original return tickets, and just get new one-way tickets to 1/2 your cost??

    • backpaqer on 21/04/2015 - 11:51

      usually, if you have a return ticket and don't turn up for the first flight (a no-show), they cancel all future legs also.

      • hayne on 21/04/2015 - 20:47

        unless you fly domestic and they treat them as two separate legs

  • AssociatedLuckyCJ @ Jetstar Airways on 21/04/2015 - 08:57
    +3

    Gee, if I was in your very unfortunate position I just know I'd be as sick as hell having mistakenly forked out that amount for flights which are useless and having to spend more money for flights on the dates you really need. I'd be so sick I couldn't possibly fly, knowing it was costing me a packet so I'd tell Jetstar that I'll have a doctors certificate so they should show some compassion and refund your money. Now and enable you to book again.

    • StalkingIbis on 21/04/2015 - 15:21
      +3

      wink wink kind of thing? like when teachers say this might be on the exam?

    • microsnot on 21/04/2015 - 21:28
      +5

      This will be unpopular and possibly a terrible business decision but if I were Jetstar I would call OP's bluff and get her to claim it on travel insurance. OP has contacted them 4 times so I'm guessing the conversations and notes are all over their CRM systems. Smells like fraud to me.

    • Thrawn on 24/04/2015 - 06:58

      Bah.. I know someone who had an urgent heart bypass surgery and had to change his Qantas flights and they wouldn't budge..

  • simplyme on 21/04/2015 - 11:47

    In the past I got a letter from my doctor to say I was unwell to travel. Jetstar were very good and gave me a credit to use later. Jetstar have a policy whereby they will allow you to cancel a flight due to illness. I would give it a try.

  • boomramada on 21/04/2015 - 11:55
    -1

    I would say 'OUCH' and move on ;)

  • tomsco on 21/04/2015 - 12:28

    I find this information about cancelling return legs if you don't make the initial trip interesting.

    Are certain legs of a journey discounted if you process as a return trip?

    As far as I'm aware, when you pay by their "non-approved" means, they charge you per passenger, per leg. If they are charging per leg it tends to suggest that they are separate trips (albeit in the same transaction) so therefore whether you made the 1st leg or not should be irrelevant.

    Obviously I am not a lawyer and don't specifically know Jetstar's T&C's, but it seems kind of wrong.

    As mentioned above, if no discount is given for booking as a return, I'm going to start booking legs separately so I don't ever fall into this trap.

    • xyron on 21/04/2015 - 12:42

      I think you're on to something here - Jetstar (like Tiger) famously advertise themselves as "point to point" carriers - even going as far as saying that they won't guarantee your connections if you book connecting Jetstar flights in the same transaction.

      I remember this being a real sore point when I booked an Adelaide - Honolulu flight (via Sydney) in 2013 - so much so that I ended booking the same flight through the Qantas website instead (which specifically stated that it did guarantee connections would be made).

      Of course, we had no problems making the connection between Adelaide and Sydney so it was no problem.

      But if Jetstar want to make it so clear that they are a point-to-point carrier, then it should work both ways - they should not cancel the remainder of a flight itinerary because one flight is missed (unlike on full-service airlines, which do do this).

      It would be great to get some clarification from Jetstar on this issue…

    • wakkawalla on 23/04/2015 - 22:52

      There were a few deals for TigerAir on Ozbargain. You were required to buy the outgoing flight and get a $1 return flight. This would probably cancel your return flight if you cannot make the outgoing flight.

  • [Deactivated] on 21/04/2015 - 13:30

    Ok, you are not alone! didn't read it all but keep one way, later when on special, buy return ticket where ever is cheaper as you have time and enjoy one week longer holiday! That's what I do Normally

  • daewoo on 21/04/2015 - 15:34
    +3

    I haven't shown ID the last few times I've flown domestically. I would offer the tickets to a friend or family member rather than wasting them (on the assumption you cannot refund them/use the return leg component).

    • wakkawalla on 23/04/2015 - 22:55

      Sounds like a solution, but might be borderline. I have not shown ID last time I flew (via web check in). Your friend probably wont get to use your check baggage unless you check in for him (in person).

  • jemichae on 21/04/2015 - 16:45

    Can you try to sell the tickets? It's not like you need to show ID for domestic flights to prove your name. With online check-in and bag drop you don't have to talk to anyone…

  • leeroys_dad on 21/04/2015 - 17:04
    +2

    Like someone else said, wait for itinerary change. Ours changed by 5 minutes and I called up saying I can't make the flight and it ruins my plans. They obviously knew I was lying but refunded the costs.

    Jestar always change flight times

    • Azn310 on 21/04/2015 - 20:20
      +1

      Yes, happened to me once. But i wouldn't use 'always' here lol

    • tomorrows_angel on 22/04/2015 - 09:49

      I fly jetstar very regularly and of my dozen flights this year I've only had one with an itinerary change and it was international… it's a chance but I wouldn't be relying on it.

  • bargdebarg on 21/04/2015 - 17:28
    +2

    I have always been paranoid about doing this when booking and cross check about 10 times…I think I'll be even more paranoid now and check 20 times thanks to the op.

    Op. Push hard with jetstar until they cave. Escalate, complain, keep calm, continue to mention it's a wedding, you have children, we are all human and we all make mistakes. Don't give up.

    These kind of uncompassionate decisions really grinds my gears. Others have suggested to "play the system" and get a medical certificate - is that what jetstar really want? Where is the customer focus here? By jetstar fighting this, they are costing themselves more in call and complaint handling costs than simply rebooking.

    • rolypoly on 23/04/2015 - 21:59

      Constant paranoia has stopped it from happening to me so far as well. I think I am overdue for a mistake.

      I also find that cheaper prices sometimes comes hand in hand with crappy customer service, and it is something that I am usually willing to take a gamble on and hope that nothing goes wrong. I am not sure if that is the case with Jetstar though.

      If I was a Jetstar customer though and paid more money for a flexible ticket I don't think I'd be happy finding out that other people can buy non-flexible tickets and then complain their way to a change because 'complaint handling costs more than rebooking'.

      That being said, Fight the system! It is your right privilege option as a consumer.

      • bargdebarg on 24/04/2015 - 05:24

        Yes, but my point was that this was an honest mistake and Jetstar's policy is not allowing for it. Isn't the point of flexible tickets for when your plans change? Here, he just stuffed up.

        • Dan_ on 24/04/2015 - 07:19
          +1

          What? Did I say my leave was not approved? No no, that's not what I said at all… My sister changed her wedding day to a week earlier.

  • Lilstudent on 21/04/2015 - 18:17

    Hi Curlycee, sorry to hear about your mistake! This is my biggest fear when travelling too! Melbourne to GC I would think is a popular route so I would suggest while you continue to push for a refund/waive change fees, to subscribe to all the major's promo emails. Virgin every thursday do promos on flights and the dates roll every week. Jetstar are buttheads when it comes to refunds/changes. You are so far out from the date I think it would pay to wait until the next special - they will have them again for sure! I also wouldn't bank on being able to cancel, this tends to happen closer to the date I thought?

    • hayne on 21/04/2015 - 20:51
      +9

      hold on - how are Jetstar playing dirty when OP booked a non-flexible sale fare and then decided 5 days later she wanted to change it?

      I have total sympathy for OP in this situation (we all make mistakes) but this is one where you don't really have a leg to stand on. As a consumer, you'd have the choice to buy a cheaper sale fare that is non-refundable and not changeable or a flexible fare for more money. If OP had cancelled within 24 hours, sounds like Jetstar has a policy where they allow a change but unfortunately that didn't happen.

      I really don't think ACA is going to run a piece on how a consumer bought a non-flexible fare and changed their mind and couldn't get a refund, and decided they didn't want to pay the additional change fees. Non-story.

      • [Deactivated] on 22/04/2015 - 10:27
        +2

        You obviously haven't seen an actual ACA episode then

  • mickotron on 21/04/2015 - 19:16
    +2

    Have them change the wedding date -simples

  • jpv on 21/04/2015 - 19:26

    There's a case about a name change. Not exactly your situation but very similar. Free wanted a name change as a passenger was unable to go. Free was offered a rebooking for the price difference of the flights on the certain date. She found this unfair and went to VCAT and VCAT found that the term was unfair. Although, JetStar appealed the case and the decision was overturned.

    http://barristers.com.au/wp-content/uploads/2012/07/Australi…

  • Randxyz123 on 21/04/2015 - 19:54
    -2

    Jetstar are a budget airline and their customer service shows it. With this sort of thing. It is borderline illegal…

    But anyway OP I'd suggest posting on their Facebook page. I'm pretty sure the page is actually managed from Australia unlike their call centre so you might have some luck…

    • [Deactivated] on 21/04/2015 - 20:35
      -1

      That's correct , for them to take it serious (not just ask you to submit a complaint via their website) you'll need some activity.. mass likes and comments. Post the link here and we will all get involved.

    • Azn310 on 21/04/2015 - 20:43

      Agreed about jetstar customer service, they are far from the best. However, they do allow change or cancel at anytime, but it comes at a tiny cost of someone's fortune. They laid all these down in their policy. So technically, its all legal.

      If you think about it though, they are budget airline and they need to fill their planes to the top and keep them well packed to maximize profit. If change / cancel fee was $20, half of the passenger will book first and change / cancel at a later date. They cant fly a half empty plane..

      Normal airlines usually leave something like 10% of their seats available on a plane so people can change around. So when we pay the higher price, a part of it is for those seats, which subsidize for the change / cancel fees. There will be fees but it is significantly less than budget airlines. Thats what my friends working in the airline business told me.

      For Jetstar, there IS a loophole to get away with the fees if the ticket is starter (without luggage) because Jetstar doesnt check ID for those using web-checkin or print own boarding pass, so anyone can use the ticket really, like a bus ticket. So sell it to someone that travel on that date without luggage and voila. I have done this just last year.

      • Randxyz123 on 22/04/2015 - 00:48
        +1

        Yep with the self service checkin as proved by the Chasers https://www.youtube.com/watch?v=1FkYPV7Iwu4&spfreload=10 haha :)

        If Jetstar decide to change your flight time you should be able to get a refund.

        If you think about it though, they are budget airline and they need to fill their planes to the top and keep them well packed to maximize profit. If change / cancel fee was $20, half of the passenger will book first and change / cancel at a later date. They cant fly a half empty plane..

        I agree with this, though $800 per passenger is a bit steep…

        • Azn310 on 22/04/2015 - 12:23
          +1

          LOLLLL that video is awesome!

    • microsnot on 21/04/2015 - 21:21

      So if you choose the cheapest fare which has no flexibility in changing dates, names, etc it's Jetstar's fault? Seems legit.

  • PVA on 21/04/2015 - 21:29

    as you mentioned, i think your best bet is to just book all new tickets, will be cheaper than getting these ones changed.
    try tiger.

  • orangehighlight on 21/04/2015 - 21:31
    +6

    Probably will get negged, but this is why you have prompts on screen when you press the 'book' button showing the time and date and airfare before pressing submit. There's always the terms and conditions page when you make the booking, just like when you download a piece of software. Ideally, you'll read this before making the booking so you know what rights you have.
    You are meant to read and double check. I've flown quite a bit, always make sure to double check that you have made the correct purchase for next time. This extends to online purchases. User error is not covered and it is completely up to the company whether they decide to refund you. We are assumed legally to be in control and aware when we press purchase/submit/send. I don't really get the hate that Jetstar is getting in this thread. They are known as a budget aircarrier and part of a budget/sale fare stipulation is that the flight is generally non-cancellable, transferable or exchange like with most sales goods. People pay more for service and people who pay less can get a bargain but it always comes with tradeoffs. You seem to have realized this.
    I'm sympathetic and sorry for the nannying/PSA tone, but consider it an expensive lesson! I'm certain you'll make it to your sister's wedding, whether by train/plane/bus/car. Congrats on the new bub. :)

  • curlycee on 21/04/2015 - 22:10
    +3

    I tried rebooking today as they have a sale on - so it's $50 per person per flight - so $400 total - and the fares are all $259 going up, and $229 coming back (sale fares are currently $79 up and $89 back for the dates I need) when I am logged into the 'manage booking ' section of the website.
    Total cost for change fees and fare difference is just under 2k, so it's far cheaper for me to just ditch the original tickets and buy again.
    As you say, expensive, annoying lesson!
    I can't extend the trip by a week, hubby doesn't have that much leave, and the additional accommodation would be exxy.
    Re onselling the tickets for someone to use in my name, is that some kind of federal offence…?

    • msmhw on 21/04/2015 - 22:43
      +3

      Just keep an eye if the change the schedule of the original flights, if they did that ask for refund. Who knows you may get lucky.

    • tasty-falafel on 22/04/2015 - 08:31

      You can transfer the flights for a small fee into someone elses name. I think it would be better to sell them to someone and pay the name change fee rather than risk them trying to board under your names.

  • curlycee on 21/04/2015 - 22:14

    Should clarify the $400 is change fees

    • cowiie on 22/04/2015 - 00:05

      when I booked my flights for international travel, we purchased travel insurance which covered us if we changed our minds and didn't fly or couldn't make those dates. Is it too late for purchase some travel insurance which covers unforeseen (shh) circumstances??

  • BangkokBreakfast on 22/04/2015 - 07:17
    +1

    What if you just booked new ONE WAY flights to get down there on time, and used your original return flights to come home? That way you only forfeit 1 leg on the journey and can salvage half of it. Just tell Jetstar you "missed your flight".

  • airly on 22/04/2015 - 10:18
    +2

    I have been in the same situation before. As others already pointed out, Jetstar is really bad in handling this sort of situation. (they are not flexible and will charge you a lot of money for the change of booking)
    My suggestion is don't bother to change the booking, try to book the flights via Qantas Frequent Flyer point redemption.

    For 2 adult, 2 children and 1 infant on the date that you have indicated (18/Nov - 25/Nov), you will need 76800 qantas points + $226 cash. (Flight out on JQ436 and flight back on JQ435)

    1) Apply the ANZ frequent flyer credit card, you pay $95 and will get 50000 qantas points
    (Link: https://www.qantaspoints.com/earn-points/cards-banking/card-…)

    2) Apply for NAB Qantas rewards credit card, you pay $250 and will get 40000 qantas points
    (Link: https://www.qantaspoints.com/earn-points/cards-banking/card-…)

    3) Book the flights via qantas point redemption

    You will end up paying $571 ($95+$250+$226) for the flights with total 80kg baggage on both flights

    Of course this will only work if you have a good credit rating and they approve your credit card application.
    Since your travel date is in November, you still have time. If you apply now, you will have the qantas points maybe around June.

  • Vanit on 22/04/2015 - 11:46

    You can salvage half the fares by only booking the correct flight TO the wedding, making a small holiday out of it and using your old return tickets to come back? :)

    • KaTst3R on 22/04/2015 - 13:09

      it could the best solution for the situation. Just buy the new arrival tickets and cut loss by using the return ones…Im sure booking in an extra week of annual leave more than six months in advance should be no issues.

  • curlycee on 22/04/2015 - 12:16
    +2

    Unfortunately as mentioned above, booking new flights down, and keeping the old return flights isn't an option, as we can't arrange a week's extra leave and accommodation budget wise :-(

  • nevbuster on 22/04/2015 - 14:42
    +1

    Turn up for the original flight and when you check in and the screen asks "do you have any weapons, explosives, flammables" etc. say Yes, Go to the service desk and pretend like you can only speak Russian. Guaranteed you will miss your flight and it's then up to Jetstar to fix it.

    • Dalton on 22/04/2015 - 15:00

      Now that's thinking outside the square!

    • smpantsonfire on 22/04/2015 - 15:03

      How would it be, you're the one who delayed yourself on the flight.

      Much like customs, it's your fault if you transport illegal goods because you can't read.

  • smpantsonfire on 22/04/2015 - 15:02

    I feel sorry for you, but yeah you messed up. If they allow you to change days names for free, then the precedent is set. They would have to hire double the call centre staff just to keep up with people wanting to change times and days and names and it would all get really ridiculous. Sorry but I'm on jetstars side here.

  • curlycee on 22/04/2015 - 15:40

    Jetstar just rang me in response to the complaint/query I submitted online asking for the changes/baggage/seat allocation fees to be waived.
    I was told by the friendly lady on the phone that it's not possible, she couldn't do it as she's bound by the fare rules. She offered to quote me how much it would be to change, which is well in excess of forfeiting the flights and starting a new booking.
    Same problem with doing a name change- it will be the same cost, so no point even bothering.
    Just have to ditch the flights :-(

    • babezaves on 22/04/2015 - 16:48

      Oh crap that sucks! I was about to ask if you could get money back but I just read your tickets are non refundable!! Eeekkkkk post it on ebay, gumtree and ozbargain classifieds. Good luck!

  • tooblue on 22/04/2015 - 16:20

    As long as Jetstar's T&Cs comply with the consumer laws I think don't think Jetstar did anything wrong. I can imagine Jetstar might show some mercy under extreme circumstance (e.g. sudden illness or death). It is unfair to the flexible fare passengers if Jetstar lift the restriction. Jetstar might act as good will but is not obliged to.

    For OP's problem, she might just list the tickets for sale with discount because it is still 8 months away. Domestic flights usually don't check ID on web/machine check-in and boarding.

  • rapoot6 on 22/04/2015 - 16:38

    Just a week ago I booked flight via jetstar from the destination to the origin but I called in immediately and they were able to make a "one time exception" for me.

  • curlycee on 22/04/2015 - 16:51

    My MIL reckons I should just keep calling them and ask to speak to the manager and try to get it escalated, and if that doesn't work, to blast them on social media.
    I'm so not that sort of person. I don't think it would get anywhere though, because it was my fault, and the fare rules are pretty clear and I don't have a leg to stand on.
    I shouldn't have tried to price beat. I started at about 10.30pm, then someone came on to start the process at 11pm, and then finished around midnight. Baby started crying and I said I wanted to end the chat and I'd sort it out another time, and the rep said to wait as it was nearly finished…which then took another 20 minutes.
    I was exhausted, but still, I recognise it was my fault. Just sucks to lose $800 in such an idiotic way.

    • Wormetti on 22/04/2015 - 18:57

      The longer you wait, the less chance of success. They still have plenty of time to resell the seats.

    • RockyRaccoon on 22/04/2015 - 21:18

      I think you are handling this the best way you can.

      I know it sucks, and I understand having done the same thing and realising I could have been out a few hundred dollars as well, but as you said it's 5 days where I realised right away. Although I didn't have anything but my own greyish matter to distract me when I made my mistake..

      At least Jetstar do have some leeway of 24 hours. It sounds like they have another sale which will help you recover some of the "loss" so it's not as bad as altering the original tickets.

      Maybe you have some family friends who might be able to use the tickets going to the wedding or using one half of the trip.

      On a domestic flight I have found if they checked the identity its at the check in counter, If it's a friend you could go with them, check in and then leave them. That way at least the tickets aren't wasted. Maybe someone else who is going to the wedding and can stay longer etc. Keeping in mind they may only use one half of the ticket.

      Spending too much time on this is just going to work you up. Crying over split milk doesnt help. And believe me I hate spilling milk, and it sounds like you have tried everything.

      Many of the suggestions here might have worked if you hadn't already spoken too many times to Jetstar. They will have made notes on your file, so they will know if you are not being consistent etc.

      Book the new flights and just enjoy your sisters wedding.

  • BertieBrown on 22/04/2015 - 19:04

    Wouldn't it make sense (and apologies if this has already been suggested) for Jetstar to offer regular tickets with a one time reschedule policy, at Jetstar's discretion, for instances where a person finds that they need to change a booking due to extenuating circumstances, a good will policy if you will.

    In this instance, Jetstar could elect to allow the change, considering they would be assisting a family.

    Then anyone who buys a flexible fare can alter their flights etc at will as many times as they'd like without penalty or interference.

    Is there any particular reason that Jetstar have this policy, for any other reason other than to make money from their customers mistakes and misfortunes? I.E: is there a genuine high cost to Jetstar to make changes?

    I don't know, it just seems to be a pretty harsh way to treat a customer who made a genuine mistake, IMO.

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