Jetstar resists refund

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Money lands months after cancellation 

A Queenstowner wants answers from budget Aussie airline Jetstar after a “bizarre, terrible lack of service”.

Ex-police sergeant Mike Robb complained to the fledgling airline after wife Catherine was denied a refund when her $119 flight to Auckland on July 7 was cancelled “for no apparent reason”.

Mike spent three months chasing a response and claims he’s had the runaround.

“What annoyed me the most was the way they didn’t seem to give a damn about anything – there was a real arrogance in the way they dealt with our complaint.”

Catherine, travelling to her uncle’s funeral the next day, watched Air New Zealand planes come and go while waiting for her delayed Jetstar plane to arrive.

Passengers were eventually advised Jetstar’s flight was cancelled and were offered a $50 voucher and told to rebook for a future date.

But after learning Jetstar’s flight next day was fully booked, Catherine raced to Air NZ and flew out on the national carrier within the hour.

As Catherine flew out, Mike began trying to contact Jetstar for a refund.

That same day he was promised one. But after being cut off while put on hold, he called back to be told there would be no refund.

“Steve” – a supervisor who refused to give his surname – told Mike he could only rebook the one-way flight for a nominated day because Jetstar has a no-refunds policy.

Mike posted a formal letter of complaint before then making two more phone calls – he had zero response, he says.

In mid-September, he resent his letter via signature-required courier – and got a phone call “out of the blue” offering a refund. The money was paid on September 22.

“But we still want answers to the questions that were in the letter,” Mike says.

Late yesterday, a Jetstar spokeswoman told Mountain Scene the customer relations team will contact Mike directly about his questions – and the Aussie carrier “apologises to Mr and Mrs Robb for the cancelled service”.

A GPS-based inflight navigation system allowing landings and take-offs in adverse weather – like Air NZ already has – will be in place by next winter, she says.