Jetstar Screwed Us over Adelaide > Osaka on The Deal Earlier This Year

Stugots on 16/04/2018 - 10:26
Last edited 16/04/2018 - 15:47 by 1 other user

So we jumped on the Jetstar Japan deal earlier this year. Was $439 return from Adelaide to Osaka.

We land in Cairns domestic from Adelaide at 11:15am and Cairns to Osaka is 1pm.

Jetstar are now telling us that we must be there 2 hours before and there is not enough time. They've told my friend we need to pay to change our flight.

Is this not some ridiculous shit or what? We had no choice of flights to Cairns when booking through their shitty system.

Anyone else have this issue? I'm calling them now, this is ridiculous.

Just wanting to know if anyone has come across this, what to do with Jetstar so we don't need to pay for something that isn't our fault.

Thanks so much. So frustrating!

Travel

Related Stores

Jetstar Airways
Jetstar Airways

Comments

  • holoz0r on 16/04/2018 - 10:30
    +12

    Good luck. Its beyond time that airline booking systems should automatically exclude booking options that don't match to check in cut off times.

    It's a systemic failure.

  • 2jzzzz on 16/04/2018 - 10:33
    +1

    Were your bags checked all the way through or did you have to collect bags and re check in? Someone needs to put a stop to Jetstar mixing domestic passengers and international passengers.

  • tranter on 16/04/2018 - 10:35
    +1

    How about you call them first and then let us know the solution they provided?

  • trustnoone on 16/04/2018 - 10:40
    +7

    Is this a Jetstar flight throughout, and did you book it as a single trip sort of thing where they chose the connection? Because then I'd imagine its up to them to ensure you get to the flight on time, not on you?

    If not it may be up to you to take the "risk" of only having 2 hours wait in between, though in a personal opinion thats a risk I'd probably be willing to take since 2 hours is quite a while, I think you need to be 1 hour early for international and its not like Adelaide has much security. You just need to grab your bags and put them in as soon as you can.

    Either way it confuses me because if 1. you booked it as a single trip throughout with Jetstar, then its Jetstar fault for giving you a trip that they believe is not possible.

    If 2. You booked it as a separate flight (or if Jetstar treats all flights as separate not a full trip) then its not Jetstar issue what tickets you book or what time you arrive or not. Thats up to you to ensure you get there on time (or miss the flight) which should hopefully be fine.

  • Elision on 16/04/2018 - 10:42
    +10

    So they’re saying that the stopover THEY scheduled isn’t long enough.. and you should pay for it? Wow. I’m so sick of them getting away with bullshit like this.

    I feel like that’s something for the ACCC if they make you pay, because they advertised and sold a service to you that was impossible to fulfill according to their own standards.

    If you booked the two flights separately than it is another ballgame, but going by your comment that doesn’t seem like the case.

    Good luck man.

  • [Deactivated] on 16/04/2018 - 10:45
    +14

    If all your connecting flights are booked by Jetstar under one single booking, you will get your money back. That is the fault of Jetstar for booking insufffient buffer time.

    If you made your own arrangements, it is your responsiblity to have sufficient transit times.

  • Randxyz123 on 16/04/2018 - 10:46
    +11

    Did you book everything straight through ? Or did you book separate flights from ADL to CNS?

    IF you booked everything as one booking it’s their system failure (though to be frank you should’ve called them to check you would have enough time as landing at 11:15 and a international flight at 1pm is pushing it)

    If you booked separate flights more than likely you’d be out of luck. (That’s what this sounds like)

    EDIT:

    Did a dummy booking and they are still suggesting the times you’ve described. That’s crazy. Call them and threaten to report them.
    What exactly was the issue ?
    You should’ve been able to go straight through to the international gates.

    EDIT 2
    I contacted Jetstar via twitter. Here is their response

    1/2 Hi Nick. Minimum Connecting Time (MCT) varies from airport to airport. This flight option was made available for you since the 1 hour and 45 minutes is within the minimum connecting time being imposed by Cairns International Airport.

    2/2 If your first flight will be delay and will cause you to miss your flight to Osaka, Jetstar will accommodate you to the next available flight. I’m afraid that we are unable to wait for any delayed passengers as Jetstar aims to depart all its flights on time. Thanks - J

    • Stugots on 16/04/2018 - 14:26

      Thanks for looking into this mate.

      So if our original ADL>CNS flight is delayed, and we subsequent miss the Osaka flight, that means they won't be able to get us out until the next day, as there are only daily flights from CNS>Osaka at 1pm.

      I feel worried about that, because I've had plenty of issues with Jetstar before.

      • Randxyz123 on 16/04/2018 - 15:45

        Hi ,
        Are you sure your bags aren’t checked through ? I’ve never been on a domestic to international connecting flight where they aren’t. Ignore what your friend said. Call them yourself and ask.

        Who’s said 2 hours is needed ? The time is set by the airport not the airline.

        2 hours is usually recommended. I’d suggest chatting to their Facebook team who usually can help

  • toniyellow on 16/04/2018 - 10:49
    +1

    If they are the ones that forced you to have the short stopover nd now they won't fix it, mention that you will refer to the matter to the Airline Customer Advocate if they don't resolve it. http://www.airlinecustomeradvocate.com.au/General/Default.as…

    It is like saying the word 'Ombudsman' to a bank, can be very effective.

  • [Deactivated] on 16/04/2018 - 11:03

    I find this behaviour outrageous from Jetstar. Stick to you guns.

  • CLoSeR on 16/04/2018 - 11:17

    Just talk to them first, unless you booked the flights separately then it's up to Jetstar to make this right.

  • try2bhelpful on 16/04/2018 - 11:33

    Like everyone else has said, if that is an option they gave you it is up to them to fix it. Given Jetstar delayed us 6 hours for a 10 hour flight to Hawaii maybe they’ve realised they have to assume they will be late for every flight.

  • JimmyF on 16/04/2018 - 11:35

    Jetstar are now telling us that we must be there 2 hours before and there is not enough time. They've told my friend we need to pay to change our flight.

    Are the Adelaide -> Osaka flights booked under one booking? If so, its jetstars issue to sort out at no cost to you. Push back on them.

    If you did it under two bookings. ie one from Adelaide -> Cairns then another booking from Cairns -> Osaka, then its your issue to deal with.

  • pantsparty on 16/04/2018 - 11:45
    +3

    What was the final outcome of this - I am curious.

    • danielp03 on 16/04/2018 - 12:05

      Mee too! I’m doing the exact same flight in June

      • boomramada on 16/04/2018 - 13:20

        exact same flight ? its one booking ? or multiple booking?

        • danielp03 on 16/04/2018 - 14:56

          One booking

    • tranter on 16/04/2018 - 12:15
      -3

      It's over-reaction from OP. I'm betting it will be resolved to OP's satisfaction. It seems like vent here first, then attempt to resolve later.

      • Stugots on 16/04/2018 - 14:21

        Yeah you're right but not venting my mate called me and said we have to pay. I just wanted to gather information before I called them. See if this happened to anyone else.

        For those wondering, it is under the same booking. Also bags ARE not all the way through. We need to pick them up from domestic baggage in Cairns then transfer to international. All in less than the time aloud to arrive before an international flight.

        They have said this is a scheduling issue, and if the first flight is delayed they will get us on another one to Osaka that day with a different airline. They have said that the time is not what they recommend (2 hours) but if any changes they will call us prior to the flight to notify us. I think they will end up delaying it.

        Silly Jetstar. I always seem to run into issues with them.

  • Stugots on 16/04/2018 - 14:23
    +1

    Posting here as an update so everyone can see.

    For those wondering, it is under the same booking. Also bags ARE not all the way through. We need to pick them up from domestic baggage in Cairns then transfer to international. All in less than the time aloud to arrive before an international flight.

    They have said this is a scheduling issue, and if the first flight is delayed they will get us on another one to Osaka that day with a different airline. They have said that the time is not what they recommend (2 hours) but if any changes they will call us prior to the flight to notify us. I think they will end up delaying it.

    Silly Jetstar. I always seem to run into issues with them

    • RockyRaccoon on 16/04/2018 - 15:52
      +2

      The old adage

      You get what you wish for.

      The silly thing is that you have got all upset before calling them.

      Take a few deep breaths, ring them first, be sweet and respectful, and guess what 98% of the time, you'll get a great response. (Thats with most company's call centres)

      BTW they say

      "if the first flight is delayed they will get us on another one to Osaka that day with a different airline"

      Quietly ask that they confirm this by email. Just in case

      I have flown for many years with major/minor airlines, and very now and again one screws up.

      I remember flying into LA, where I had reqested due to a physical issue, a specific seat. I was told the seat was mine by the reservations people. When I got to check in, I was told I had be reseated. Thankfully I remained calm, I was then told I had been upgraded to first class. Pays not to React too quickly…..

      • Stugots on 16/04/2018 - 17:05
        +2

        Well yes, my friend called them on my behalf and told me we must pay to change my flight. Obviously I am going to be upset, especially since I trusted he would be as explicit as myself when explaining the situation.

        I am a overreative person but also proactive, I like to get things sorted as quick and as ahead of time as possible.

        Cheers.

  • Stugots on 16/04/2018 - 14:27

    Also I'm not associated with Jetstar. I must have accidentally ticked the box and now it won't let me undo it.

    • scrimshaw on 16/04/2018 - 15:48

      fixed. Just hit the report button on your own post next time so moderators can see it.

  • capslock on 16/04/2018 - 15:21
    +2

    I wouldn’t stress about and I certainly wouldn’t pay. If they have a problem with the connection they booked you on then that’s their problem.

    Chances are though that you will make your connection and arrive in Japan as scheduled.

  • muncan on 16/04/2018 - 15:47

    Me right now

    • Stugots on 16/04/2018 - 16:57

      Still not too late to add baggage!!

  • TheBilly on 16/04/2018 - 19:05

    If it makes you feel any better. Was at Sydney airport recently and right on the time a Jetstar boarding gate was meant to open they cancelled the flight. Like totally cool about it, lady just walks up to 100 people and goes, your flight is cancelled you have to fly tomorrow. First time Id ever seen anything like it. Its apparently common on Tiger/Jetstar etc.

  • lainey13 on 17/04/2018 - 09:15

    A connecting flight has a minimum required transit time that a single booking will not be allowed to exceed. The fact that you have a single booking means Jetstar have allowed this and you are fine. If there is a delay then yes Jetstar have to put you on the next flight. Whether or not they do anything for you inbetween is another matter…. and yes if the next one is the next day you can't do anything about it. I would be very very surprised if they put you on another airline, even Qantas.
    If that minimum time has changed then Jetstar will have to fix that (earlier first flight for example) FOR FREE. Try having the entire flight route cancelled… now that was stressful!

  • sueos on 17/04/2018 - 09:50

    All the very best of luck trying to call Jetstar!

  • T1OOO on 21/04/2018 - 11:32

    I did this once. Booked seperate tickets back to back with different air lines. If either was delayed I’d be done for.

    But I just took carry on luggage and was fine.

Login or Join to leave a comment
Login Join