Jetstar

cloudy on 25/12/2011 - 12:01
Last edited 26/12/2011 - 08:35

I was on a jetstar flight that was delayed 8 hours and eventually cancelled, now to cut a long story short, after a 10 hour wait at the airport we were sent home, and was told by the staff to taxi home and come back the next day. They said that out of pocket expenses like taxi and dinner and breakfast would be reimbursed if we kept receipts.

Now we send the receipts to their customer service like the staff says and they are saying there was mis-communication and that they don't reimburse anything, and that's it.

The crap thing is that if we were local, we would have been transported to a hotel for the night too, but because we are local apparently now we can't even get taxi reimbursed.

Taxi and etc adds up to 200 bucks plus a riuined holiday, is there a authority I can complain to?

General Discussion

Comments

  • cdeep0 on 25/12/2011 - 22:37

    If you really want to save time then write off what u lost as jetstar will not give anything back - my experience is what i just shared :(

  • [Deactivated] on 25/12/2011 - 22:52

    Hi mate,

    I used to work for jetstar customer service 9 months ago. Unless policy has changed it's usually upto $150 for the hotel per couple and reasonable expenses which i believe is upto $50 a day. This area was not my department so i'm sorry i can't give you proper figures but i would definetly ask to speak to a manager regarding this. Unfortunately the customer service office is located in Manila however if you complain on their twitter or facebook page about the way you have been treated, this usually will get channelled through to the customer care team.

    I don't believe you can complain to anyone regarding this as it is in the fine print that flights are subject to change. However if you did take out travel insurance you would be able to get reimbursed as long as you got a letter from the airline admitting the flight was delayed.

    Depending how much your time is worth, i'd say just keep complaining until someone will be listening. Making a threat that you will take legal action is usually a good way to get someone listening. It's sad you have to say that but sometimes it's the only way. Hopefully you'll find someone who can help you though

  • Geewhizz on 26/12/2011 - 08:15

    You could try the dept of fair trading - I really don't think you're likely to get meals reimbursed, but the out of pocket expense for travel is a bit unfair of them to expect you to absorb, especially when you'd been told it would be reimbursed.

  • cloudy on 26/12/2011 - 08:52

    thanks for replies, we had a letter given on the day the flight was cancelled saying things related to out of pocket costs will be reimbursed, it listed dinner, breaky & $5 for phone calll expenses, but did not state taxis fare. now taxis were $150 between me and my gf, we dont live together so needed a cab each which is what im really after & was told by jetstar staff on the day it always get paid back if i hae reciepts.
    but the reply from the formal complaint i sent in writting has dismissed the letter say sorry for the mis-commication, we dont reimburse anything.

    ii hope all the only locals that were fed these lies complain aswell.

Login or Join to leave a comment
Login Join