Jetstar glitch leaves woman $1000 in the red
Fri, 11 May 2012 7:00p.m.
Jinny Reynolds has been busy in the kitchen, preparing frozen meals for her family, because she is spending the weekend in Hamilton for her dad’s birthday.
But she nearly didn’t make it – thanks to Jetstar.
On Monday, Jinny decided to book a ticket to Auckland on Jetstar. She put in her debit card details, confirmed the purchase of $189 and waited 15 seconds.
“It seemed to take a long time and it came back ‘transaction declined’,” she said.
Jinny rang the airline’s call centre, but they told her it would cost extra to book over the phone.
So she decided to have another go online.
Maybe, she thought, she had put in the wrong number.
She tried another two times – both declined.
Thinking it must be a problem at her end, Jinny and her husband contacted the bank – only to be told some shocking news.
“Jetstar had taken out six payments of $189.
“It had just kept taking money out until it could no longer take money out of the account.”
Jinny’s account was cleaned out – and she didn’t have a single ticket to show for it.
Plus, it was a flight she really, really needed to catch.
“It’s my father’s birthday. He has terminal cancer – so he’s not going to make another birthday. It’s important to go up this weekend and be there with family.”
Jinny is close to her dad Wal – and now he has come to her rescue. He and wife Rae paid for Jinny’s airfare, on Air New Zealand.
“They were horrified so actually ended up paying for my tickets,” she says.
“I didn’t want them to pay for the tickets because they had enough on their plate.”
But that doesn’t solve Jinny’s other problem; her account is now in the red, big time.
“We rely on that money and we rely on our APs going out for all our loans and they won’t be going out.
Jinny rang Jetstar as soon as the bank told her the money was gone.
After two hours on the phone, she was no further ahead.
“We kept saying ‘give us our money back. It took you three seconds to take the money so, you know, give it back’. She said it wasn’t procedure for them to do that.
“During our arguments about, you know, ‘You should really give us our money back, ring your refund people’, she kept saying, ‘That’s not procedure’.”
Jetstar apologised, but wouldn’t budge. They told Jinny it is going to take more than a week to process a refund – which Jinny can’t work out, because the bank told her it’s a pretty simple process.
“They said to us, all we need to do is get Jetstar to send a letterhead, or a letter with a Jetstar letterhead on it, explaining what had happened and they could release the hold of our money.
“But when we spoke to Jetstar they said it would take 10 days to fax a letterhead letter to the bank.”
In the meantime, Jinny has got to find some money.
“The apologies don’t pay the bills,” she says.
Campbell Live has had a response from Jetstar. They have reimbursed Jinny and say the money should be in her account within three working days.
However there has been was no mention of paying the interest on her debt.
Watch the video for Anna Burns-Francis’ report
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15/05/2012 6:48:52 p.m.
Jetstar overcharged me and took the money out twice for a business class flight, and now owe me $1,635. Two weeks and numerous phone calls later, writing in to complain on their website and even resorting to messaging them on their facebook page, and I am no further ahead. Meanwhile I need to source the money for my mortgage elsewhere whilst they accrue interest on money they were not authorised to take. They certainly do not abide by their own customer satisfaction guarantee on their website - far from it. Hoping a letter to their head office in Australia will get some results - even though when I ring the number for Australia on their website I get someone in a call centre in Manila - who says they cannot give me a postal or e-mail address for my complaint to be sent to as it is against company procedure!
14/05/2012 4:24:35 p.m.
The exact same thing happened to me and they charged me 481 dollars twice! It was sooo horrible and Jetstar staff were so useless and uncaring! Thank goodness for ASB Bank, they took the issue onto their hands and I got the money back within 8 days instead of the 15-20 days that Jetstar said it would take to look at the complaint, let alone get me my money back! - Its a horrible feeling and I feel for this lady who had others to support aswell! grrr makes me mad sporry haha
13/05/2012 5:23:01 p.m.
Hope Fenton wrote:
this happened to me also last week and they took 3 payments of 137.50 instead of just 1 payment and I was told I have to wait 15 working days to recieve my money. I was never told anything about having to fax anything.... now I am really concerned I will not see my money either!!!
I dont know what to do !
13/05/2012 1:52:46 p.m.
@ Dazza M. I personally have never had a problem with Jetstar either. However the number of my friends who have is ridiculous. Yet Air New Zealand seem to go out of their way to be the opposite, thats why I switched. Yeah it cost's me an extra $10-20, but I suppose I can be consoled by the better service and the fact that it's a NZ company.
13/05/2012 11:55:06 a.m.
Reference: DAZZA MPlease point out the contradictions. Bet you work for Jetstar!
13/05/2012 11:29:55 a.m.
if any of our staff performed like jetstar, that would be considered deliberate incompetence and managed out of the company quickly
13/05/2012 9:45:14 a.m.
only an idiot would fly jetstar. since day one there has been endless complaints but still fools book with them.
12/05/2012 7:54:24 p.m.
Sam L wrote:
After the number of problems I've personally had with Jetstar flights, I refuse to fly with them.
12/05/2012 4:36:40 p.m.
Hard to find anyone to say a good word for this airline.
Give me Air NZ any day!
12/05/2012 3:53:22 p.m.
Sue the company for bank fraud?
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